Oculus Support Please Dont Lie To Me

[myfire888]

ok, so I got this usb update mode error. cannot boot at all, it would always go to usb update mode and nothing could be done. not even factory reset. u can find the detail error in one of the topic here made by TheMrMoriarty

after trying many things like in that topic, I gave up.
so I contacted Oculus, and there's nothing they could do either.
so at last I got replied by oculus agent (Angel G) to send the headset to 1 of oculus supported country because I'm not in 1 of those supported country
ticket #1939154

Hello Lai,

Thank you for reaching back to us.

I do apologize for the inconvenience. Let me help you with this.

In order to proceed with your concern, I would like to inform you, that you need to contact the local marketplace in Indonesia where you purchased the device. You need to coordinate with them in order to get assistance regarding the replacement.

In addition, Indonesia is not a supported country for Oculus. Once you're done coordinating with the Tokopedia, we need the complete address of supported location where you can send your device. For more information about supported countries, click 

Furthermore, if you have a friend on the supported countries you can send your device to them and once we are done checking your device we will send it back to her. What you need to send is the headset only. 

If you need further assistance, please don't hesitate to reach us back.

All the best,

Angel
Oculus Support | Facebook Reality Labs

She said HEADSET ONLY. I really2 didnt want to send my quest 2 because it's very costly. But because I have no choice and anyway it's headset only, I think I'll try to bear the cost.
so before I send it, I decided to make sure and asked again. So to make it faster I asked on chat with another support (ticket #1955365) :

(02:13:31 AM) Lai Min Feng: u said I'd only need to send the headset, so I want to know if I may send it without the spacer and the strap like in the photo
(02:14:02 AM) Lai Min Feng: so that I can simplify the packing and the weight
(02:14:26 AM) Laarne: Okay I'm sorry for that. let me check it for you.
(02:15:31 AM) Laarne: Anyway thank you for sending the photo again. The previous ticket seems long conversation, apologized for that
(02:16:07 AM) Lai Min Feng: no problem. I just hoped you have the detail info for the situation and can answer me right and clearly
(02:16:38 AM) Laarne: I will do my best to find you the right and detailed answer.
(02:20:48 AM) Lai Min Feng: halo ? u still there right ?
(02:22:05 AM) Laarne: Yes I am still here. Upon checking here if the problem of defected is only headset then only the headset will be return. Controllers are not included.
(02:22:27 AM) Laarne: Only the defected item only
(02:22:49 AM) Lai Min Feng: ok. so just the headset right ? and I can send it without the headstrap and spacer ?
(02:25:29 AM) Laarne: Yes only the headset not unless headstrap and spacer is also defective.
(02:25:47 AM) Lai Min Feng: nice. so I'll send it like in the photo to simplify the package and make it lighter

got with Laarne and she said YES ONLY HEADSET.

not long after, I chat again because I forgot to asked if I need to send the warranty card :

(03:56:42 AM) Lai Min Feng: I only need to send the headset right ? I mean I dont need to send the warranty card or anything other right ?
(03:57:18 AM) Lai Min Feng: sorry I used the chat, because the email took so long to get answered. and I'd like this answered asap
(03:57:24 AM) Czaniah: Yes, you only need to send the headset to process the replacement.

apparently the chat is summed on 1 ticket, and Czaniah confirmed again YES ONLY HEADSET

so I sent it that day to U.S (to reshipper) with hope that I might have it back before new year. Because it would take time to get to U.S and on that time the shipping label should have been made by Oculus support ready to send it from the reshipper to them.
so today at last Oculus support gave me the shipping label but with shocking thundering news.

KyleWToday at 04:18

Hello Lai​,

Thank you so much for your patience during our troubleshooting process.

Based on all the information you provided, we would like your current Oculus Quest 2 kit returned for further review and have a replacement Oculus Quest 2 sent to you. Note: this will be a full kit replacement.

Please read all of the following sections carefully and then let me know if you have any questions:

---

What to return

Since we are replacing the entire Oculus Quest 2 kit, it is very important that you return the retail box the Oculus Quest 2 came in, along with all of the other included components (headset, controller, cable, etc.)

I have to return the FULL KIT. Along with the controller, box, etc.
even sending the headset only took almost $50 (1kg). sending all with the box would be like 3 times, so it would be like $150. times 2 and it would be $300, hey I could by the new quest 2.

it's very2 regretted and makes me lose confidence in Oculus. so all the agents before ALL LIED TO ME ?
and now u have made me lose even more money cause the headset is already on the way to U.S, and they dont care. 

[myfire888]

GreannLToday at 16:32

Hello,

I am very sorry. I know how you feel and I really understand your frustration.  We all want our hard-earned money to be spent the way we want them to be, not the way we have to. And in this case, I know it is truly unreasonable.  I really don't want you be in that situation.

As much as I wanted to stick with what the previous agents told you, I am sorry but I am unable to do so. We need the full kit to be sent as well regardless if the headset will be repaired or replaced. I really wanted to help you with all best that I can and I wish that things didn't go this way.

I deeply apologize that you have to go through all this confusion.

Sincerely,

Greann
Oculus Support | Facebook Reality Labs

I asked them to just flash and reset the headset to factory as the error seems to be only software error. it's even not my fault that their device is faulty. I've been taking care of it and it suddenly error without me doing anything.
BUT NO, they even required the full kit for only repairing. how does that make sense ?

[fishhunt]

oculus support seems to be automated some emails

[myfire888]

they dont seem to be automated as they respond to my comment. though yes, some of the answer was copy pasted but I believed they are real people