I have been having an ongoing issue since Dec 2021 concerning my Quest 2 left controller going faulty. I went through support chat and at the end was asked to send in the controller. Since then I have only received an email stating the controller was received. As others in this forum have stated when looking for an update all they receive is the standard response " waiting on logistics team,...". I am having the same problem with support. They will not even tell me what the holdup is. Others mentioned the controller being out of stock but since others stated when buying a replacement they got theirs fairly quickly so I am not so sure about that. It seems the company drags their feet and do not app[ear to stand behind their product. To anyone having controller issues with their Quest 2 and have done the chat support I would suggest they think twice before sending anything mack to Oculus as their support is a nightmare.
Have you gotten anything back? From all these posts I’ve been seeing, I’m now worried as on Monday I sent my right controller back to oculus in Czech or something for a replacement and I’m worried it’ll take weeks if not months for another one back, as recently I’ve been really enjoying VR but it seems their logistics and replacement system doesn’t seem to be any good? Hopefully they’re quick and there are no problems for me.
Hey fruiit and chris.riebesehl.9! We know the replacement process isn't up to snuff, and it isn't exactly all where we'd like it to be, either. We're working hard on refining this process over the course of time; we hope to have some better RMA times that everyone can be proud of soon.
There's a limited amount of info we can share about the orders without authentication, especially through a public channel, but we'll do our best to communicate what we can.
To start, fruiit, your RMA is created and we're still waiting on the courier to finish shipping your controller, so we can start the scanning process. This is typically where things get dicey for people who experience long waiting times because if there are any hiccups with the shipment (i.e, it get's lost by the courier or warehouse team, or they need to wait for more controllers to ship in before we can send any back out, etc.), it can take time to sort those issues out. Part of that time is allocated to our communication with the logistics team to make sure all is as it should be for your RMA. Everything looks good so far, though! Hopefully we can get you your controller back soon.
chris.riebesehl.9, your issue seems to already have been resolved which is great! It seems the agent working your case contacted you once more via email to follow up about something. You should definitely take a look if you haven't already!
We're always available through our support channel and private messages via the Oculus Forum, should you ever need help! Just click on our name to get to our profile page, then click "Send a Message" to privately contact us. Please remember, you must be signed into the community first to send us a private message.
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