So I have been sat for 12 days getting no where with my broken Oculus Rift. I am very close to issues a charge back on the credit card as I feel that I have taken reasonable measures to try and get the problem sorted via the official channels. Since Oculus support are not responding to the issue or to any of my requests against my ticket, there is very little more I can do.
I was hoping, before I go down the Section 75 route on my Credit Card, does anyone else have any suggestions of how I can escalate my ticket? I'm assuming that Oculus have never heard of SLAs, or if they have I am sure they must be failing all of them.
I think a lot of people are experiencing issues with their rift, A LOT, so a lot of people are returning them for replacements hence the diabolic customer service. They just can't cope. As a person who understands these processes I think the discontent in the community would have been quelled somewhat if only they communicated more regularly. I've been on the receiving end of this for 3-4 weeks and just sent my rift back today but I know others seem to have it worse, some better. I'd have not been this angry had they have been more frequently in contact with 'I know you're waiting, were so busy, but you've not been forgotten'. I'd have understood...
In your case it's easy to go down that route, and if you feel like you don't have another choice then go for it. FYI I got a response 2 weeks after I put in my support ticket so I assume your response will be soon.
I just returned mine to Best Buy yesterday, after having nothing but HDMI/USB connection problems on two different compatible computers. I opened a ticket and they were very helpful, and were getting ready to send me a replacement cable to possibly fix the issue. After reading how long it has taken people to get their cable and that still not fixing the problem, then waiting even longer to replace the unit all together. I decided just to return it and not waste my time with that broken unit.
Now the big question is, do I order a new one or just sit and wait until they get their product working properly before I buy one?
How many people have had nothing but a smooth experience with a working Rift?
Did this answer your question? If it didn’t, use our search to find other topics or create your own and other members of the community will help out.
If you need an agent to help with your Meta device, please contact our store support team here.
Having trouble with a Facebook or Instagram account? The best place to go for help with those accounts is the Facebook Help Center or the Instagram Help Center. This community can't help with those accounts.
