I bought a Oculus Quest from Oculus Store. it's didn't charge didn't start at all from first day. it was delivered on May 20th ,Since than I"m waiting a shipping label. I just a a help tech he told me they send me shipping label but I told them I didn't received it. I check my junk mail nothing there. I said you can re send me again. told me that they look into this matter we will contact to you through email. What a bull shit is this? I will never bought anything from Oculus Store. And I"m advising you people bought from Amazon or Bestbuy. I've bitter experience. which I want you to avoid it.
I don’t think it matters who you buy it from. A faulty device will always go back to Oculus. I bought both my Rift and my Quest from Amazon.
Last year I had a fault with the Rift so I contacted Oculus. They emailed a shipping label etc & then sent a (refurbished) replacement. The whole thing was sorted in a couple of weeks, which was agonising with me not being able to do VR. Compared to most companies though, I thought their service & turnaround was pretty good.
Obviously the Quest is brand new & they will be overwhelmed with enquiries etc at the moment, so I guess they might not respond all that quickly.