How long do you think it should take support to respond to an email

[Anonymous]

SinusoidDelta said:

Response time is not as important as response quality. Is this response from oculus support acceptable?

"I highly advise performing a clean reinstall of Windows, onto a freshly wiped and formatted drive. Please ensure you do not perform a system repair or reset, or restore from an image or backup.
I definitely recognize the inconvenience of this step, and I generally try to avoid suggesting this step due to the effort involved. I advise this as the current most likely culprit is software-based, but if this does not resolve the issue, I will then look into your warranty options."

Or this response when asking about the function of the oculus cable HDMI +5 pin and the effect if it were damaged:

If the pin were not making contact, your Rift would not be detected at all. It is also unlikely that the orange light would turn on in the headset. You'd also be likely to notice rapid disconnects/reconnects, or a disconnection/reconnection sound from Windows as you moved the headset around 

I'd like to point out that the orange light will turn on with the HDMI cable unplugged. Try it for yourself. Apparently Oculus support agents have not. 

The first one is ok and it does happen from time to time where you might have to wipe and restart. That is just normal windows for you. Sometimes it's better to try something first before doing a whole replacement. Replacement cost more time and money than having someone try reformatting. 9/10 times it's software problem than a hardware base on.

Now the 2nd can happen if you try to add more support than they are ready. This can happen if a demand for support answers is greater than there are elder support techs. Ever hear anyone say, "you need more help/support members" well that can be a result of that. Give them more time and that will go away or be less command. As always, that could be a new support member as well and that means they just haven't built up enough exp. yet as well. Time is a big factor for anything and everything.

I would argue more people will want a response time than the response quality though. People rather hear people. That is just how they want it. Now with that said, people demand a high quality but offer little in return for that high quality as a result as well. Support calls cost a TON of money and unless you are making a TON of money in the process it's hard to swing both ways for both a low cost option and a high quality of service return.

Now with that said, there always cases anywhere you go that will give some sort of lack of response or quality of answer - that is still up to you to find/talk to someone else at times as well. Not always what customer want - but I wouldn't be scared to ask the rep I am talking with to ask another person or to speak to someone else at times. Sometimes one person thinks differently than another or there could be miss information going on as well. It happens and everyone is human xD Remember, business are not robots - they are people - they are made of people that try their best every day to help out the best they can so they can keep their job and get paid as well to be able to have a home and food at the end of the day as well. I really think the internet has remove empathy from people now a days. Not to say a business can't have silly rules, but that just where you need to split the rules and the people up to know if it's the business or the person.

[Jake_Dragon]

So I had an issue with my head unit. It took longer than I liked to diagnose this issue. But that said the hardware replacement went great! I have my new unit and its performing better than the last unit and seems to be a better unit than the one that came with my set. Communication from the RMA department was good, I had shipping information and was able to track the return and it came in a very nice replacement box. I hope that this is the end of my issues and that my feed back was taken as intended to only make the process better.

[Jake_Dragon]

I just wanted to state that I have had Zero issues with my new head set. 

[cybereality]

Great news!

[MartinJenner]

I raised a call on Monday. It's now Friday and I've heard nothing. Getting frustrated.

[Anonymous]

MartinJenner said:

I raised a call on Monday. It's now Friday and I've heard nothing. Getting frustrated.

Took 5 days to get my first response.
They are obviously swamped.

[sraura]

This poll is meaningless.

With automatic system you can get tech support to answer to your mail almost instantly with some copy paste solutions or with traditional "Thank you, we are processing your ticket". Usually it doesn't help very many, but it is a response to email.

How long do I think it should take support to solve my ticket? That is different issue and depends about the challenge I present to them and days passed from previous major hardware/software release. Obviously I have to understand that new gear/software has more unknown issues than 6 months old stuff. Would be quite hilarious if someone demanded instant working solution to a problem which has not been solved yet.

[Noca86]

An Energizer battery exploded inside my Oculus Go contoller a few weeks ago, it took Energizer all of 2 MINUTES to respond to my issue.  All they need was a quote for the cost to replace it and they will warranty the device because they guarantee their batteries won't explode. That is how long it takes for a respectable, competent business to respond, 2 minutes.  Now onto contacting Oculus, almost 3 weeks later, NOTHING, no response, nada, nothing, which is what you would expect a company with garbage non-existent support to respond.

[Anonymous]

Noca86 said:

An Energizer battery exploded inside my Oculus Go contoller a few weeks ago, it took Energizer all of 2 MINUTES to respond to my issue.  All they need was a quote for the cost to replace it and they will warranty the device because they guarantee their batteries won't explode. That is how long it takes for a respectable, competent business to respond, 2 minutes.  Now onto contacting Oculus, almost 3 weeks later, NOTHING, no response, nada, nothing, which is what you would expect a company with garbage non-existent support to respond.

Facebook is a company built on gathering information, not giving information out. They'll get round to answering you when they are good and ready, but first they need to concentrate their efforts on data analysis.

[VenModBen]

They should have a team of staff on their own community forums responding to people, even if it is just to provide some kind of assistance, who should be responding 24 hours a day.

They should be trying to help people at all times.

This is not a cheap device. $400 plus for something that has this many issues and wont even install on compatible systems. Something is seriously wrong if people are not getting responses for weeks on end. that is unacceptable.

Glad I will send this junk back. I'd rather pay double or triple to another company for something that works and for a company that cares about the customers and providing support.