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The Worst Customer Service

JMoney29
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I've had an open service ticket open since October 2021.  No progress has been made on my ticket and I keep getting the same reply from customer service reps Rob and then I got handed off to ArthurA.  I was asked to return everything in the original packaging, which we did.  We got our replacement Quest 2 headset but no controllers.  The controllers have still not been returned or new ones provided in their place.  All I keep receiving is this standard reply, "I have yet to have an update from our logistics department and will reach back to you as soon as I have an update."  My kid hasn't had a Oculus working since October of 2021...horrific experience.  Can anyone help as I am getting no where with Oculus' customer service?

22 REPLIES 22

Hey, there's no need to be terrified about your replacement! We've looked into your support ticket and have left a note to make sure the process continues moving smoothly for you, so just keep an eye out on your email for any updates or additional questions our Specialists may have.

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

Quick (and final) update:  We FINALLY got our remaining controller.  This took forever (as you can see in this thread).  Hopefully I am the worst case scenario here and there aren't many folks like me who have been dealing with this for so many months.  

 

Oculus did also provide us with a small $ credit for our issues. I'm adding this to the thread as I have remained fact-based in this entire thread and their gesture is kind and should be noted.


@MetaQuestSupport wrote:

Hi there, that's not the customer service that we strive for, allow us to assist you with this. Please click here https://ocul.us/OculusCommunitySupport or 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.

 


So, I tried to hit that "Send a Message" button and and it says that I have sent too many private messages... I haven't sent a single one.

¯\_(ツ)_/¯