I am beyond frustrated with the customer service within this company. I have been emailing for a month trying to get my sons controller replaced. This device broke after a few weeks of using it. There is no way to speak to anyone, email response is slow and after being told that our device is covered under warranty? Nothing has been done to start the exchange process. I was told there was an “error” and asking me to be patient. Every time I check in with them I’m told they are working to correct this error. I am contacting the BBB, as well as the attorney generals office. I have seen countless complaints against them online in multiple sources, everyone in agreement that we spend hundreds on the devices, not to mention in their online store… we should be treated better. Never in my life have I encountered such a terrible way of handling warranties.
I just received feedback from my BBB complaint that they tried to reach out twice and didn't get a response. The recommend California Attorney General or you state's consumer protection agency.
I'm currently dealing with a similar situation. My headset broke and I contacted Oculus about it. After troubleshooting unsuccessfully, I was issued an RMA and provided with a shipping label.
I put the headset and controllers in the original box and shipped it back. After I shipped the product back, I got another Email saying to only include the headset. Since I sent the controllers and the headset, I Emailed Oculus to let them know that the controllers were there along with the headset and to told them that I wanted to make sure those controllers are sent back.
About two weeks later, I got the replacement headset, but they didn't include the controllers. When I contacted them to say that I wanted them to send my controllers back, they said they would investigate the matter. They don't need to investigate anything. All I need are a pair of controllers. It is now almost three weeks since I told them that they didn't send me the controllers, and I have no update at all. Every time I try and get a status update, they just say that their investigating that there is no update available. I am so furious with this whole situation. How is it possible that they could fail so spectacularly at serving their customers? Why can't they fulfill a simple request like placing a pair of controllers in a box and sending them out? At this point, I have no idea where to go in order to resolve this issue.
It’s really frustrating that there are no phone numbers or other ways to talk to a human or escalate to a supervisor or other team for these types of issues.
They received my headset 9 weeks ago and I have no update. As of 2/24 they don’t respond to my ticket updates.
I’ve been trying to get someone to fix my issue since Christmas. I keep being told that it was sent to a “specialized team” but no answers from this so called team. I’ve contacted the BBB and that was basically useless. It’s no wonder why Oculus has a F rating by the BBB.
I also had no luck with BBB so I’ve contacted my states Consumer Protection Agency which I also suspect will be a dead end.
I'm not sure if it will help but I plan to send a hand written letter to this address which is the address listed on all the Oculus promo emails I get that add insult to injury.
1 Hacker Way · Menlo Park, CA 94025 · United States
I'm pretty sure that's the correct address for litigation. I recommend that you send it registered. The only purpose would be if you are prepared to persue them through something like court. I live in the UK where there is no redress for this company. If you have the wherewithal, a class action suit would be succussful. They make no pretense about honoring warranties or any standards of customer service on anything other than their own terms. They take the position that they are too big for you to do anything about it. So far that strategy works.
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