Your Expirience with the Support

[Tapete]

Hello together

before tow weeks i recieved my oculus Rift but the problem its never work korrektly i never see a picture in the rift

i directly write to the support of oculus and ask what i can do atfer a few hours i get an answer from them but it was only a standard email

replace all cable install new which firmeware are installed

ok i did all the points and the same picture i send them my bug reports from the config tool and from windows events

but after this nothing no email no comment really nothing

the big problem i normally want include the oculus in my projekt for finishing the university but now iam running out of time

How it looks musst Oculus replaced the broken Rift or didnt i have any demand to a new one

What are you eyperince with the support i understand when it will take e few days 2 or 3 maybe but 2 weeks are to long i also try to call them but they only say please contact us over the support button

I like this Projekt from first day when i saw it but now its make me so sad becuase i dont can use the rift


Maybe one of teh community had an idea


Best Regards from Germany Sebastian

[mechanicalsnowm]

Hi Tapete,

I have the same hardware issue as you (the DK2 screen is broken, I've seen other reports of this and suggestions that it may be a faulty batch).

After two weeks, I've still not had a response from Support other than them requesting error logs (which I have sent along with all their suggested troubleshooting advice), I need them to just say "It's clearly broken, here is another" or at least update me on my case and keep something of a transparency between us.

I am currently developing a game with a 3 man team, and I am just glad that VR game development isn't our primary source of income and we're just doing it as a side project - I can imagine the frustration of developers where this is their livelihood and they're counting on at least being kept updated on what Support is doing to resolve their issue, rather than week+ long intervals of radio silence.

[joueur]

Thanks for this topic Tapete
Last answer I got from support, sound like they are clearly aware of our issue but I guest they are not sure if it's coming from software or faulty Rift. But in both case I don't feel we can do anything. I am not going to change those cables, PC or reinstall whatever runtime version again and again... I am too tired of this hope and deception cycle. If this issue come from the software we have to wait they find a fix, if come from the hardware we still have to wait they recognize it.
What you think?

[Gypsy816]

"Tapete" wrote:
Hello together

before tow weeks i recieved my oculus Rift but the problem its never work korrektly i never see a picture in the rift

i directly write to the support of oculus and ask what i can do atfer a few hours i get an answer from them but it was only a standard email

replace all cable install new which firmeware are installed

ok i did all the points and the same picture i send them my bug reports from the config tool and from windows events

but after this nothing no email no comment really nothing

the big problem i normally want include the oculus in my projekt for finishing the university but now iam running out of time

How it looks musst Oculus replaced the broken Rift or didnt i have any demand to a new one

What are you eyperince with the support i understand when it will take e few days 2 or 3 maybe but 2 weeks are to long i also try to call them but they only say please contact us over the support button

I like this Projekt from first day when i saw it but now its make me so sad becuase i dont can use the rift


Maybe one of teh community had an idea


Best Regards from Germany Sebastian

Hi Sebastian! Would you please PM me your order number and Support ticket number? We'll get it looked into. 🙂 Thanks!

[ColinB]

"joueur" wrote:
Thanks for this topic Tapete
Last answer I got from support, sound like they are clearly aware of our issue but I guest they are not sure if it's coming from software or faulty Rift. But in both case I don't feel we can do anything. I am not going to change those cables, PC or reinstall whatever runtime version again and again... I am too tired of this hope and deception cycle. If this issue come from the software we have to wait they find a fix, if come from the hardware we still have to wait they recognize it.
What you think?

Hi there,
Been following yourself and others about the headset looking dead.
I can't really understand why you are having this communication issue with the support crew?
I certainly had a few days of issues with support...read my posts if you like... but only a few before I was informed about a new one being sent.
Have you requested a new DK2 or not?
Have you sent serial numbers and screen shots of your config?
They are interested in things like firmware numbers and serial numbers.
I found support to be quite helpful and friendly when sent these things.
All the best 🙂

[aydinuluc]

I am having the exact same problem (nothing is shown on my display) and the support team is trying to help me which is great until now:)
Hope we can solve this issue asap and also having a deadline by the end of the month:(

Thanks

[Tapete]

Ok i write now to gypsy maybe he can do something i will write down here if i had some news i will visit a guy here in germany who had a working DK2 and we try to change the rifts only the rift and after this i think i can say its broken or not or what did you think is ther difference bettween the DK2 packs that 1 is workling with firmeware 2.12 and other one not

also one idea was mabey to downgrade the firmeware but i dont find older versions

[mindfull]

I'm in the same boat, rift display has never turned on, and i've tried everything.

Must say i'm not happy about how they are dealing with this. They need to make an official statement on their website about the situation as there are many people all reporting the same issues in different threads across the forum. I mean they could at least make a sticky post at the top of the forum, making it easy for everyone to find the thread where this issue is being dealt with.

[mechanicalsnowm]

"mechanicalsnowman" wrote:
Hi Tapete,

I have the same hardware issue as you (the DK2 screen is broken, I've seen other reports of this and suggestions that it may be a faulty batch).

After two weeks, I've still not had a response from Support other than them requesting error logs (which I have sent along with all their suggested troubleshooting advice), I need them to just say "It's clearly broken, here is another" or at least update me on my case and keep something of a transparency between us.

I am currently developing a game with a 3 man team, and I am just glad that VR game development isn't our primary source of income and we're just doing it as a side project - I can imagine the frustration of developers where this is their livelihood and they're counting on at least being kept updated on what Support is doing to resolve their issue, rather than week+ long intervals of radio silence.

Just bumping to say that my situation hasn't changed.

Edit: Oculus are replacing my HMD

[cybereality]

Sorry about the delay. We should be handling the situation now. Thanks.