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.
Yes, a very happy ending. I appreciate everyone's input. Very helpful and thoughtful and fun. Now, I have to remind myself I have a real world with other things to do. It's so hard to tear away. 3D was okay, I got tired of it real quick, but this? Can't wait to do everything through this and wave goodbye to monitors.
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