Keep seeing so many threads here and on reddit about bad support from Oculus, so here's mine
So I have the slight tilt in my HMD, not major but in certain games with a steady horizon to guide you it can be noticed, so contacted support about it.
They got right back to me asked a few questions and sent me out the Tool to re-cal the sensors. So tried everything they said but the tool keeps failing saying unable to detect Rift ? Hmm odd apart from the slight tilt it's working perfectly, after I try the Tool and it fails the Rift won't start and I can't even start Oculus home on the desktop ( says home is trying to update at this time, it's not updating ) a quick PC restart and Rift and Home are back up and running fine ( unless a try the tilt tool again and same thing happens and PC requires a restart ).
Ok that's fine I contact support with my findings and they get right back to me but seem concerned with this tool not working as i get the impression it's never done this before. They ask me to uninstall Home from safe mode then do a fresh install and re-try the tool, Ok cool I can do that, did the fresh install and try tool again, same issue happens but with a twist get a couple error messages before i get the Cannot detect Rift pop up box errors i get, red error messages i get are along the lines of " IMU is not responding. signaling a catastrophic failure. Catastrophic failure detected. resetting the HMD to attempt to recover" Hmm can't be good, anyway send a screen capture to support, got a response today and they want me to try different USB ports and see how i go, which i'll do tonight. Outside of this the rift seems to work fine when i'm using it.
But a Big thank you to the Oculus support team they have been responsive and timely so far and are still working with me to fix this.
I guess it depends on the type of issue. Had a normal question for them and got a response back within 12 hours. I am guessing if you need a replacement rift etc it will just take longer to process.
I had a reasonably straightforward question (as it turned out). My Rift kept going black-screen after just a few minutes. After running through the standard checks (HDMI secure in the Rift, PC up to spec etc.), error logs and DxDiag report, they suggested seeing if there was any conflicting USB hardware plugged in. Unplugging the e-card reader (which I never use anyway) almost completely solved the problem. It does sometimes go black screen after 10-20 minutes, but closing Home and re-opening it fixes things for at least a couple hours after. Definitely a software problem, I reckon.
All told, I opened my ticket about noon and was done by midnight (GMT).
