Support chat - how to discuss communications?

[ridespalerockingh]

Hi

So, I had a frustrating week trying to get my Oculus account set up. Specifically, Meta refused to recognise my (very common) Australian email domain, and I was extremely reluctant to set up a second personal email account, just to make up for the short-comings of a tech giant.

From the get go, communications with the chat team were difficult. The initial chat was confusing, and in subsequent messages, the staff didn't seem to have bothered reading anything at all before hopping in with unhelpful suggestions.

After about 5 days I relented, and set up a secondary email account, specifically to make up for Meta's shortcomings.

I sent a short email reply to my support ticket

Hi

It's disgraceful that a massive tech company cannot deal with email addresses other than gmail or yahoo. And the standard of communication along the way has been extremely poor. But I gave in, and created a gmail account which I have successfully used to create an account.

However, I'd like this job kept open until someone gets back to me regarding the various customer service **bleep** ups along the way. If there's any doubt as to how to triage this, maybe we can start with the chat with <redacted> and work our way from there.

Regards

Daniel

This is part of the reply I got:

If it's not too much to ask, can we ask if you try to register for a Gmail or Yahoo account, then try to create a Meta account using this email. Because as much as you do, we also wanted you to get started and enjoy your VR.

TL:DR:

Me: Alright, this has been ridiculous, but I've relented and created a Gmail account.

Help desk: Please consider creating a Gmail account.

From here, I'd really like someone to contact me so we can review the various communications. There has to be some way Meta can do better than this.

Regards

Daniel

[ridespalerockingh]

Having struggled through the hassle of registering an email, and then needing to perform a series of factory resets on my headset, I now can't get the PC software to launch.

I contacted chat again. The responses were very slow, and I asked if they were on another chat

Yet again, I need to note just how bad the customer service is.

I'm still waiting on someone to contact me to discuss this.

[MetaQuestSupport]

Hi there. We apologize for the experience you had with support regarding the first issue you had with your VR device. We wanted to let you know that we work to get you back on track as soon as we can and are always ready to help out. We do see that your having a new issue with your VR device being link to your PC. 

Also check out this link, where it provides more information on how to use Quest Link with your headset. Please also make sure your PC has the requirements needed to run smoothly with your link cable and you can click here for that. However, we can only provide so much through our Forums and do recommend staying connected with your agent as they can collect your logs and get a better look at why your app is not installing. 

[ridespalerockingh]

What an appalling attempt at an answer. I'm not asking for technical help, I want to discuss why the customer service is so bad.

As a starting point, I want to have a conversation with whoever supervises the staff member in my first message, so we can work out why they got my message 100% wrong.

[ridespalerockingh]

My most recent feedback from chat support is this:

As much as we want to grant your request on connecting with our supervisor, we are unable to do so as they do not have direct line to get in touch with our customers. I have forwarded all of the feedbacks provided to the relevant team so we can use this from improving our services.

Imagine having a situation where no matter how bad the customer service, the system is set up so that nobody takes responsibility!

[Tonberry_Qing]

@ridespalerockingh If you would like to have a discussion and are not asking for technical help you are welcome to post in the off-topic board. This is a multi-faceted customer support operation where different people work in different areas of the community to address different problems. 

This board, Get Help, is where our support agents come to help customers with technical issues. 

/locked