I recently (like last week) contacted them with logfiles and they got back to me in 2 business days (business days = Mon-Fri, so don't count Sat/Sun). Pretty responsive in my case. Given the C.virus thing you might need to cut them a bit of slack right. You can also try Support Chat within business hours.
Also, it's best to be politely fully describe your problem(s) and include your logfiles. I kinda suspect that if you are rude and do not include enough detail, including logfiles, you might wait longer for a response, lol!
You say that you have not heard form them for 10 days but if you lodged this on a weekend then this is only 6 business days. If you have not heard back from them within the next couple of days I would contact them again. Also, check your e-mail spam folder. Good luck mate.
i9 13900K water cooled, RTX4090, Z790 MB w/wifi6e, 32Gb 6400 ram, 2x2TB SSD, 1000W PSU, Win 11, QPro, Q3, w/Air Link, Vive Pro1 with Etsy lens mod and Index Controllers
I provided everything there were asking, and faithfully completed those silly trouble-shooting routines even though I knew they were irrelevant to the problem I have. The last message I received was on May 29. Even after I asked for a status update, there was no reply.
I hate support with no phone number. It allows them to hide behind the wall of technology and avoid any accountability.
I too have had a horrible experience with Oculus support. I had my Quest for less than a month when it crashed on me. Now whenever I turn it on, it only presents me with the Oculus logo and then goes to a black screen, like the video driver is messed up or something. I contacted support through chat, they walked me through a bunch of steps including a factory reset, none of which helped. Then they said I needed to wait 5-7 days for a response. After waiting for 5 or 6 days I reached back out via chat and the person just told me they hadn't gotten to mine yet and that I needed to keep waiting. No indication of how much longer or anything. I wait for several more days and contact them again via chat and get the same story. "We're very busy, sorry for the delay, thanks for your patients, we'll get back to you when we get around to your support ticket." Again, no indication of how long I need to wait. It could be another day or two, or months for all I know based on what they've told me. Additionally I was warned that if I continue to contact support that my ticket will lose it's place in the queue and I will have to wait longer. So in essence, I've paid $700 for a device and associated accessories and apps that is now no better than a paper weight and I have no indication of how long I have to wait for them to get around to helping me or replacing my device, and if I try to reach out for an update I get punished by being told that because I reach out for an update, it will now take longer.
So Finally, I'm so fed up that I'm just ready to part ways with my Oculus Quest all together because of their horrible level of customer service. I contact them again several days later and say I'm no longer interested in having this fixed or replaced, I just want my money back. To which they respond that I am now outside my 30 day window wherein I'm eligible to return the device. At that point, it had been 32 days since delivery. I argue back that it was well within the 30 days when the device first crapped out on me and I filed a support request. They responded by saying "We've noted your concerns in the ticket. As soon as our team gets around to your ticket they'll decide if you're eligible for a refund or not.
I contacted Spotify chat support today. They also have no phone number for support. But when I got through on chat they were super helpful and made sure that I knew that they were there to help me. By the end of the call I had my issue resolved and I felt like I was a valued customer. I do not feel like Oculus as a company gives a rip about pleasing their customers.