I recently saw that a hole had popped in my CV1 cable. So 10 days ago now, I made a support ticket explainin the situation, and asking them if I could order a replacement cable from them, that I'd be glad to pay for, seeing as how they are the only ones to make that proprietary cable. It's been 10 days now, and I recieved no response at all until the 7th day, when they proceeded to tell me they were sorry about not responding at all, and that they are looking into their options, and that was it, now they've gone silent again. So my question is, why would it take support longer than one day, to respond to me, ask for my payment and get a replacement cable sent on its way to me, instead of waiting 10 days so far, for such an easily solved problem? What do I need to do to get someone to actually talk to me and fix this very simple issue? I'm feeling less than happy about oculus support service at the moment, simply because your proprietary cable has left my 600 dollar investment useless, and you won't even respond to as to why I can't get a new one from you.
Sorry, support responses for replacement requests are delayed. Please send me a PM (or I'll forget) and I can look into it tomorrow. To send a PM, click on my name (right above this post) and then click the "Message" button on the middle right. Thanks.
Pretty sure they don't sell them yet (I hear rumors of an accessory shop in the works) maybe they're close to launching it and they're trying to put it off till then? <-- (just speculation) Also they seem to be swamped with a massive influx of tickets so that could very well cause the delayed response, hope they can get it sorted out for you quickly. More than likely @cybereality can at least get the ball rolling for you. Hopefully I'm not being presumptuous here.
I just left a comment on his page, I'm assuming that's the closest thing to a PM as I'm new to this forum. I've read other reddit posts of people damaging their cable and paying 60 dollars for a replacement, and had someone I know through a friend say theyou had the same issue and paid for a replacement. It's the silence from oculus support that is so concerning. After 7 days of silence, then receiving the were looking into our options, buh bye, email, I was then hyper concerned. Its just such an expensive piece of hardware, and having only had it for 2 months and loving it so much, finding out that it's apparently an act of God to get an essential piece replaced is just stress inducing. I come here hoping that someone from Oculus can at least give me an answer as to if I'm just totally screwed or not.
I've yet to have an issue so far (knock on wood) so I hadn't looked into others damaged cables, or paying for it (60 is way too damn high for a cable, I'd try to splice mine to fix it free at least temporarily; def would not try it till I was sure I'd have to overpay for a new one though). I guess if it's a wear and tear or user damaged instance, then they could get away with charging for a replacement but still... anywho, good luck getting it sorted quickly.
Sorry, support responses for replacement requests are delayed. Please send me a PM (or I'll forget) and I can look into it tomorrow. To send a PM, click on my name (right above this post) and then click the "Message" button on the middle right. Thanks.
I thought my dog had done it first, but upon further inspection, it was definitely from the twisting the cable does, it appears right where the clip holds the cable on to the head strap, that another one is on the verge of busting as well.
I daily have to untwist my cable, I can see it easily being damaged if this is ignored or you don't notice it (not sure how you'd miss it though as I can feel it's not normal while wearing it when it's twisted). this may not be an issue for people who predominately play sim games or platformers, but I play pretty much all genres I can and in a desk chair that swivels it can easily damage not only my cable but usb/hdmi port if not carefully monitored.
Update, Cybereality took care of me in one day, and support contacted me and are going to send me a replacement. Cybereality is legitimately the MVP of Oculus.
Did this answer your question? If it didn’t, use our search to find other topics or create your own and other members of the community will help out.
If you need an agent to help with your Meta device, please contact our store support team here.
Having trouble with a Facebook or Instagram account? The best place to go for help with those accounts is the Facebook Help Center or the Instagram Help Center. This community can't help with those accounts.
