I've had the worst customer service experience with Oculus's customer service. I've been working on this issue since May 24 and still no resolution! How do I file a complaint against this representative that has not at all been helpful. It's been a very frustrating last 18 days.
I'd like to add that in the past, Oculus's customer service has always been good, helpful and timely. However, this specific person I'm now dealing with is absolutely not providing the type of service I've come to expect.
WARNING: If they are slow DO NOT REPLY TO YOUR OWN TICKETS. This "resets the counter" which drops you to the bottom of the queue.
My right controller died in under a month and rather than returning/repurchasing I attempted to go through their support department. Responses have been very slow and I'm expecting it will take up to 6 weeks total. They have had my info for over a week and haven't sent me a label. They are also refusing the parrallel ship my replacement or extend my warrenty and the agent via chat said i can expect another 1.5 weeks until i get a reply. If you are able to return rather than deal with the support department do so.
It took around 3 weeks total I think to do a full RMA on a controller.
Responses were in a few days, but usually annoying ones, like 'pls serial number' then 'serial number of the controller too' then 'ok ship it to us here's a label' and then finally they just sent me a new controller in box with the same problem as the old one.
I never used chat. But I wouldn't RMA again if I can help it. Use every other option you can to fix things.
I am having to join the queue of totally inadequate customer service ... I have tried to remove my old credit card details, and enter new ones (which I did correctly) and I’m now being accused of fraud and my account is locked.
It started with there is nothing wrong, then someone else owns the account, then you’ve changed your email address and now your coming fraud.
get a grip oculus and sort out your customer service team, because they are letting down a great product.
I've had the worst customer service experience with Oculus's customer service. I've been working on this issue since May 24 and still no resolution! How do I file a complaint against this representative that has not at all been helpful. It's been a very frustrating last 18 days.
I'd like to add that in the past, Oculus's customer service has always been good, helpful and timely. However, this specific person I'm now dealing with is absolutely not providing the type of service I've come to expect.
Oculus Rift CV1, Valve Index & PSVR2, Asus Strix OC RTX™ 3090, i9-10900K (5.3Ghz), 32GB 3200MHz, 16TB SSD "Ask not what VR can do for you, but what you can do for VR"
I share everyone pain with customers support. This is 2021 and I can not understand the leadership behind oculus support team in the timely manner on how they handle my case. I return my quest 2 almost 30 days ago and still waiting. A simple fix customer have a problem with their headset you replace it or refund their money. I give oculus customer service a 3, and that only because the did get one thing right. They have my pay for oculus headset.
Hey marianmolden, that's not the type of experience we want our customers to have and, we sincerely apologize for any and all inconvenience this may have caused. Please click here https://ocul.us/OculusCommunitySupport or on our name to get to our profile page, then click "Send a Message" to privately contact us with your ticket number (please remember, you must be signed into the community first to send us a private message). We'll gladly look into this and get you some answers!
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
The joystick on my controller started to fail so I sent my controller for replacement. It was accepted on September 14 asking me to wait between 5 to 7 business days. Well, that was 26 business days ago and I still don't have a controller. I have spent the last week hopelessly trying to get information on how to file a complaint but support (who's always replying within 24 hours in my case) never could give me that information. Their last reply was "yet as much as we'd love to provide you a direct phone number or email where you can file a complaint, I'm afraid this option is unavailable at the moment."
So Meta can now say they are the best company in the world: No complaints whatsoever!
If I knew it would take so long to replace a single controller, I would have bought a new Quest 2, switch the controllers and return it to the store.
Hi all. I have similar problem. September 2022 met team told me to send my device to replace it . So far I haven’t received the replacement device or my original devise . The strange they confirmed receiving my device but they wouldn’t communicate except wait for information last 11/22 and not even replying to my email or what’s app. . . happy to hear your advice
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