I broke a lens ring on my Oculus Go. Totally my fault. I pressed it in too hard after inserting the eyeglass spacer.
I searched online and on the Oculus site for replacement parts, but came up empty.
When I asked Oculus if I could buy a new ring, instead of saying "yes" or "no", here is what I got from customer support:
Which side lens ring broke?
Could you send me a picture of the broken lens ring?
And also, from the email message:
Also, while I look into this further for you, I would like to collect some additional information:
Full name
Shipping address
Phone number
Headset serial number: which is located under the left strap and starts with "1KWPH"
Unit serial number, which can be located on the bottom of the white box and starts with "1KWVRG"
Retail receipt or invoice including item, retailer, price, and date -OR- Oculus order number
I had all but the receipt, since I got this as a gift. However crazy the amount of info I need to submit in order to get a response, I submitted all the information that Oculus asked. After submitting the info, I was asked to provide still more info.
I still have not gotten a lens ring. Not a big deal, Krazy Glue fixed the problem. Why is all this info needed to buy a flimsy piece of plastic? It is not as if I am asking for a refund or a freebee. I have never experience this much bureaucracy just to get a simple answer, "Can I buy a lens ring?"
BTW, Oculus does not sell replacement rings, so buy some Krazy Glue and hope that you never lose one of these retainers.
I think they sent you that response because they don't supply replacement lenses, so they would have had to send you a replacement head. But first of all they would need a photo to prove it was broken and then the shipping details to send you another headset.
Agreed. I also caused damage to my device that is not covered by warranty and was online trying to find out how to pay for a repair or get a replacement part. Absolutely zilch on that.
Still need help?
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.
