Why wont Oculus Support help us? or even talk to us?

[Sinsinful]

Right I'm 2 days in with zero response from Oculus on the fact that my brand new £400 headset has issues with the PC recognising it via the usb port, when it is connected I then have tracking issues in ALL games and apps but the home area (hands freeze will rotate but not move requires reset) every 2 minutes. I reading a lot of threads on this forum and on reddit with people experiencing the same thing. People who have got responses from tickets are saying they basically didn't read the ticket and posted a copy and paste from the troubleshooting page.
Now let me be clear - I'm happy to wait if there was a fix, I'm happy to wait if I need a replacement headset, but what I'm not happy to do is pay £400 for a product that does not work with no contact from the company that sold it. NO phone contact , NO emails, NO ticket response, NOT even a forum announcement. And by the way there are on here answering the easy questions but ignoring the hard ones! which is infuriating.
OCULUS put up a post addressing these issues NOW please, THANK YOU!

[falken76]

hellbringeranus said:

falken76 said:

hellbringeranus said:

falken76 said:

hellbringeranus said:

So oculus should be addressing it and handling this professionally and giving us customers the quality of attention we deserve.

this is just my 2 cents

Do you think they're just sitting on their hands and doing absolutely nothing?

Worse I think oculus is rolling in piles of money laughing at us all.
occasionally looking at the support forums before getting back to the party

Maybe you should get some of that back and return it since they're doing such a bad job.  Why would anyone want to support a company that only rolls around in the money they made while laughing at the consumer.  If you keep it, you're just torturing yourself willingly if this is truly what you believe.

I support them cus they have me by the balls. cheapest most convenient VR headset on the market.

Maybe dial back the expectations then if you're going for the "cheapest" option out there, don't expect enterprise level support on an item that was just released and doesn't have a paid for tech support option.  It's handled as best they can considering the volume and the fact that they are supporting two brand new devices that essentially came out at the same time.

[hellbringeranus]

falken76 said:

hellbringeranus said:

falken76 said:

hellbringeranus said:

falken76 said:

hellbringeranus said:

So oculus should be addressing it and handling this professionally and giving us customers the quality of attention we deserve.

this is just my 2 cents

Do you think they're just sitting on their hands and doing absolutely nothing?

Worse I think oculus is rolling in piles of money laughing at us all.
occasionally looking at the support forums before getting back to the party

Maybe you should get some of that back and return it since they're doing such a bad job.  Why would anyone want to support a company that only rolls around in the money they made while laughing at the consumer.  If you keep it, you're just torturing yourself willingly if this is truly what you believe.

I support them cus they have me by the balls. cheapest most convenient VR headset on the market.

Maybe dial back the expectations then if you're going for the "cheapest" option out there, don't expect enterprise level support on an item that was just released and doesn't have a paid for tech support option.  It's handled as best they can considering the volume and the fact that they are supporting two brand new devices that essentially came out at the same time.

When I buy anything I expect to be treated like a king but actually I haven't had much problems with the service unlike others on here but at what price level should I get good service? didnt know that was a thing I should pay for.
But as master zenbane has taught us all we are but mere folly. Waiting for his enlightenment.

[falken76]

hellbringeranus said:

falken76 said:

hellbringeranus said:

falken76 said:

hellbringeranus said:

falken76 said:

hellbringeranus said:

So oculus should be addressing it and handling this professionally and giving us customers the quality of attention we deserve.

this is just my 2 cents

Do you think they're just sitting on their hands and doing absolutely nothing?

Worse I think oculus is rolling in piles of money laughing at us all.
occasionally looking at the support forums before getting back to the party

Maybe you should get some of that back and return it since they're doing such a bad job.  Why would anyone want to support a company that only rolls around in the money they made while laughing at the consumer.  If you keep it, you're just torturing yourself willingly if this is truly what you believe.

I support them cus they have me by the balls. cheapest most convenient VR headset on the market.

Maybe dial back the expectations then if you're going for the "cheapest" option out there, don't expect enterprise level support on an item that was just released and doesn't have a paid for tech support option.  It's handled as best they can considering the volume and the fact that they are supporting two brand new devices that essentially came out at the same time.

When I buy anything I expect to be treated like a king but actually I haven't had much problems with the service unlike others on here but at what price level should I get good service? didnt know that was a thing I should pay for.
But as master zenbane has taught us all we are but mere folly. Waiting for his enlightenment.

Paid service on tech is usually for enterprise level operations so they can get direct support (I.E. skip the line).  It's like having a rep or group you can call directly.  The product comes with support as default, but it's a launch item that was launched in conjunction with another new product.  As such, there is a high volume of support related issues right now.  If you haven't had much problems with the service, then I would assume you are getting good service.

[Knutsi]

falken76 said:

Maybe dial back the expectations then if you're going for the "cheapest" option out there, don't expect enterprise level support on an item that was just released and doesn't have a paid for tech support option.  It's handled as best they can considering the volume and the fact that they are supporting two brand new devices that essentially came out at the same time.

While I see your point (and dislike the angry arguments of others on these forums at times), another angle then might be that it was unwise of them to release both at the same time? They are not a small kickstarter startup any more after all.

I think the reason some people here get so upset now is that they got units that for all intents and purpose are truly broken - e.g. they can't even get through setup - while most other units work, and it feels bad that these cases seemingly don't get a good triage to be dealt with and replaced quickly. It can't be very many, and they will be returned regardless.

I understand thet our cases get lost in the noise though, but it doesn't fully take away the emotional side of having to wait. Imagine that you bought a new expensive iPhone, and you immediately discovered it didn't turn on at tall. You would probably want to get that replaced pretty quickly since it was obviously broken. How happy would you be after almost 9 days?

[Zenbane]

Very fair point @knutsi

Releasing both Quest and Rift-S was not very wise from a Customer Support troubleshooting and defect management standpoint. However, I can't help but realize that the number of people having problems seems in the low hundreds at best. Compared to the Thousands (potentially 10's of Thousands) of units being sold.

[falken76]

knutsi said:

falken76 said:

Maybe dial back the expectations then if you're going for the "cheapest" option out there, don't expect enterprise level support on an item that was just released and doesn't have a paid for tech support option.  It's handled as best they can considering the volume and the fact that they are supporting two brand new devices that essentially came out at the same time.

While I see your point (and dislike the angry arguments of others on these forums at times), another angle then might be that it was unwise of them to release both at the same time? They are not a small kickstarter startup any more after all.

I think the reason some people here get so upset now is that they got units that for all intents and purpose are truly broken - e.g. they can't even get through setup - while most other units work, and it feels bad that these cases seemingly don't get a good triage to be dealt with and replaced quickly. It can't be very many, and they will be returned regardless.

I understand thet our cases get lost in the noise though, but it doesn't fully take away the emotional side of having to wait. Imagine that you bought a new expensive iPhone, and you immediately discovered it didn't turn on at tall. You would probably want to get that replaced pretty quickly since it was obviously broken. How happy would you be after almost 9 days?

Yes that's fair.  How would I feel?  I would have bought from a retail location so I can take it back with the receipt for a full refund without having to wait for approval or RMA.  Or perhaps Amazon since they're essentially hassle free returns and apparently you can return Amazon items to Kohl's now.

[Knutsi]

Zenbane said:

However, I can't help but realize that the number of people having problems seems in the low hundreds at best. Compared to the Thousands (potentially 10's of Thousands) of units being sold.

I certainly hope it's in the 10s of thousands (: I really think these are great products to grow the VR world, and I hope they sell truckloads. But for some of us, it went really wrong.

[Anonymous]

Zenbane said:

Very fair point @knutsi

Releasing both Quest and Rift-S was not very wise from a Customer Support troubleshooting and defect management standpoint. However, I can't help but realize that the number of people having problems seems in the low hundreds at best. Compared to the Thousands (potentially 10's of Thousands) of units being sold.

I'm betting Oculus will never do that again - releasing two devices at the same time.
The wait time between correspondences with support is quite long.

[jab]

Zenbane said:

However, I can't help but realize that the number of people having problems seems in the low hundreds at best. Compared to the Thousands (potentially 10's of Thousands) of units being sold.

Oculus support does not seem to agree with you.


And you can sign me up to. My Quest has the bad right speaker bug, random crashes and reboots. Luckily no charging problems so far. And just now my right controller froze, refusing to work again until I unplugged the battery.

[Anonymous]

falken76 said:

knutsi said:

falken76 said:

Maybe dial back the expectations then if you're going for the "cheapest" option out there, don't expect enterprise level support on an item that was just released and doesn't have a paid for tech support option.  It's handled as best they can considering the volume and the fact that they are supporting two brand new devices that essentially came out at the same time.

While I see your point (and dislike the angry arguments of others on these forums at times), another angle then might be that it was unwise of them to release both at the same time? They are not a small kickstarter startup any more after all.

I think the reason some people here get so upset now is that they got units that for all intents and purpose are truly broken - e.g. they can't even get through setup - while most other units work, and it feels bad that these cases seemingly don't get a good triage to be dealt with and replaced quickly. It can't be very many, and they will be returned regardless.

I understand thet our cases get lost in the noise though, but it doesn't fully take away the emotional side of having to wait. Imagine that you bought a new expensive iPhone, and you immediately discovered it didn't turn on at tall. You would probably want to get that replaced pretty quickly since it was obviously broken. How happy would you be after almost 9 days?

Yes that's fair.  How would I feel?  I would have bought from a retail location so I can take it back with the receipt for a full refund without having to wait for approval or RMA.  Or perhaps Amazon since they're essentially hassle free returns and apparently you can return Amazon items to Kohl's now.

Yup. That's why I ALWAYS buy from a retailer whenever possible.

Assuming that there are launch issues with the Valve Index you're going to be shit out of luck with Valve not appearing to have ANY retail partners at all.