My Customer Support Experience and Some Thoughts

[Jackjps]

I reported a problem regarding the USB plug at the computer end of the headset. This occurred after 3 days of joy and fun with my new Oculus toy. My failure report went out on June 25. I responded immediately to the request for data and details. Today is July 19, and I'm still treading water.

Waiting? I was ok with that, waiting for the product, and it was expected. I love leading edge technology, I was not disappointed when I received my Oculus Rift. Great tech! But, then the cable failed.

I believe customer service really desires to help. I'm sure most Oculus employees believe in the great product (in my opinion it is) and their company. I'm sure they want to make it a great experience for everyone. I believe they want to provide better help and do more to assist their customers. After all, this ensures growth, promotion, job security, and income. But, it appears their hands are tied.

I know how I feel as a customer when my perception is that I'm not a priority. What must they be feeling? What must the investors be thinking? I bet the Oculus competitors are watching, learning, waiting and preparing for their own newer, better product, appropriate inventory, and responsive customer support. After all, sales and customers are the lifeblood of a company.

But, then the cable failed, and even that was okay at the time because, I was informed right away that, "We will be getting back to you as soon as possible." Then, 15 days later I received a very welcome, "This issue was escalated, and we are a bit swamped at the moment. I'd love to get this issue resolved for you." I was ecstatic! More information was requested from me and, I happily and without delay, sent it. Finally, I thought, someone had broken through the morass and delay.

Unfortunately, that was a week ago. Treading water now for 3 weeks. I sure hope some help arrives soon. Not sure how much longer I can tread. Must start swimming, wearing out, getting tired, sharks are circling.

Jack 

[Zenbane]

How did the cable fail? Hopefully it gets resolved asap so that you can start swimming in games like Subnautica soon.

Also, you have a fun writing style. I love the whole,But, then the cable failed, bit lol

[Jackjps]

I was seated at my desk, flying my biplane in Final Approach. Regardless of my cable planning, ensuring clear passage, nothing to knock over, well, you know the best laid plans...I had circled in my chair while in the ne'er world, and felt a slight tug. My cockpit went totally dark and so did my audio. Fearing my HDMI or USB plug came out, I discovered they were still seated in the computer. Worried I had damaged my computer's HDMI and USB ports, I started checking other ports, then went to a second computer. I then suspected a damaged plug and noticed that the USB had a very slight bend in it. I researched what was in that USB connection and discovered their is a microcircuit board. I believe this is the Achilles heal of the system.

Please watch for that possibility. If, while you leave this reality, be very careful about cable management, it is possible a good tug could also damage your computers HDMI and/or USB ports. Apparently, it does not take much to break contact in the USB Type A plug.

BTW, thanks for the comment.   

[Zenbane]

Man that sucks. When using these 360-degree games I think the best home setups involve hanging the cable from the ceiling. Something akin to:




I had a similar USB experience with my Oculus ready machine. My 1 year old son ran in and pulled the WiFi connector for the X-box controller. Now I play with my hand controller physically connected to my PC. Luckily I'm more in to Eve: Valkyrie (and soon, Elite Dangerous); so I use a HOTAS almost exclusively.

By this time next year it would be nice of the Rift is supported with readily available replacement components.

[Jackjps]

Sure is hard to get mad at that little boy. Amazing the patience we never thought we had! Great idea for ceiling hangar. I was considering a pulley device myself but, after seeing your pic, that is much more of a conversation piece. I'm looking forward to hooking up my HOTAS too. Have fun.

[blanes]

I agree with your appraisal of customer support Jack and it is a shame the upper management of Oculus do not appear to have made it priority numero uno, which it now should be, and urgently.  Problems like this could happen to any of us, touch wood,  and I hope you are not waiting much longer. Good Luck.

[Zandil]

Well it sounds like you damaged the USB by pulling on it, that's fine it happens to the best of us, but a would suggest that Support are putting warranty defect case concerns ahead of damaged units ? 

[LZoltowski]

So is the plug damaged at computer side or maybe it got loose at the HMD side? Have you tried unplugging that cable and then reseating it at the HMD side?

[Jackjps]

Best news at bottom!

Hi Blanes, Thank you for your thoughts, hoping the wait is not long. With a new company AND an evolutionary product, I can imagine how difficult it might be for the investors, the board, et.al. to weigh and judge excitement with prudence. The demand may have been more than expected. I have my own business and thankfully I'm not having to make decisions in this company. I'm just damn glad to have the technology. I've been waiting for this since I saw a demo at a now defunct Incredible Universe back around '99 (I think), when they had a demo.

Hi Zandil, I agree completely with you. I did offer to buy the cable. My research leads me to believe Spectra 7 Microsystems, designed the cable and I even emailed their offices but, received no reply. That was expected. Check out their website for an idea of what's to come.

Hi LZoltowski, Thanks! Yes I did. I'm an amateur tech/engineer, a hobby for me. Build my own computers, and try to stay current on new stuff, like NVMe. Your question is great. Yes, I checked that before I changed computers. I'm probably borderline OCD when troubleshooting. But, you're right. The obvious is not always obvious (like maintaining sufficient inventories of parts) so, thanks for your thoughts.

Zenbane, I just can't stop looking at your pic of the cable support, that's just great!

NOW, for the BEST NEWS

Last night, apparently while I was writing and sharing this post on the forum, I received a notice from UPS tracking, that a package is scheduled for arrival today (within the next 4 hours EST) that required a signature. My heart skipped a beat! Is it possible that the Coast Guard is on their way? I might be rescued? Then, an email was dropped to me from Customer Support that the cable was on its way. I am in fact, going to be rescued. Going to stay positive on this, the cable will work!

I believe it is fair to point out, Oculus sent the cable before I posted this thread. I must admit, I was getting short on patience. But, the company came through and now I feel like a kid again with Christmas arriving any moment. All is forgiven. I'll let you know how everything goes.

[Jackjps]

Received my cable this afternoon. Hooked it up...All went well. It really is worth the wait. The experience is just great! The USB if not working, will kill the game, so take very care to treat the cables with care. And, I cannot complain, my tug caused the bend in the cable and Oculus sent me a free replacement. All is really forgiven. I love this toy. Support, we know its not your fault. If there was someway to keep everyone in the loop about every 3 or 4 days, and tell them from the beginning it might be about 3 weeks, might save some people with tempers from going off the rails. I admit, I was getting a little testy but, it is worth it. Thanks support. You have my vote.