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My first experience with VR
Anonymous
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08-10-2017 04:36 AM
First of all this is not a rant.
Second im not new to of pc's, i am fully aware of compatibility issues.
Thirdly my pc was built with VR in mind around 10 months ago and is reasonably high spec.
I recieved my summer bundle on a saturday, very excited, like a kid at xmas. i had preeped my PC with a clean install of windows 10, i had run all the compatibility checks, everything was good to go.
I open the box, ooh new gadget things, i love new gadget things, first things first i look for some kind of manual, ok there isnt one, no problem, i own Apple products so nothing new here.
I already had the software installed so after firing that up installation was obviously simple as i thought it would be, three USB and one HDMI with a bit of calibration thrown in, simple.
Calibration done time to put the headset on, ok this is pretty damn awesome, ooh its a bit blurry, ok so with some adjustments to HMD positioning and lens movement everything was good, i proceed on to the robot demo, i have to say at this point i was completely blown away, i found myself grinning pleasently at the little robot dude, looking around and then picking something up which felt brilliant, performing all the tasks finding myself getting more and more exited to try Assetto Corsa, Elite Dangerous and anything else VR i could get my hands on.
Robot demo ends, the screen goes blank for a second then comes back on, a small loading rotating egg timer appears in the bottom right hand corner so i thought this was just a transition to another screen, the next screen appears, then goes blank again, egg timer again, screen appears, goes blank again, i start to worry, i try to adjust the HMD wire because at this point its acting like a loose wire, it appears to help but its happening so frequently now i dont know if it was just coincidence or not that me touching the wirring had helped.
Headest off, the exitement now quickly disapearing, fist rule of fault finding? check your connections, all appeared fine, headset back on and the issue is still present, every 2 or 3 seconds the HMD is disconnecting then reconnecting, windows is telling me that things have been disconnected all the time.
Right, calm down lets try to go through the whole calibration thing again, i get as far as the robot demo but before i could get in to the demo it starts again, god damn it!
Start again, now i cant even get passed the "lets plug your stuff in" screen, now im getting angry, i now start trying different USB ports, i try a diiferent HDMI port, nothing, i reach for the manual, oh yea there aint one, time to google stuff.
Some hours pass with me trying various different things with optimism, i wont list them here as the list is vast and i have numerous posts in the support forum listing them if you want to look.
Nothing is working, right where is the phone number for support, obviously this has the potential to be quite a complex issue after all this is the PC and a relatively new consumer experience in to VR. Ok there is no phone number, i hate that, i am left with the forums and a support ticket, from this point i know this is going to be a long and drawn out process and i was right, i fill out a support ticket and wait, i dont just wait i continue to scour the internet for hours trying different things, nothing making any different what so ever, around this time i had spent about 8 hours on this, no response from support, i am now extremly angry, my £400 "premium" product is broken, this is where the physcology kicks in, "my product is broken, i dont want it anymore i want a new one, this cost a lot of money and im already taking it apart to try and fix it"
For some reason i think that the "support" section of the forums is where you are able to communicate with a support agent, so far with any product not just rift, this is not the case, this just adds to the whole disapointing experience, what i will say is that the Oculus comunity are very helpfull and i did get a lot of help from a number of people who were willing to give up their own time to help me and for this i am extremely greatful, unfortunately many many hours had passed now so any ideas i hadnt tried yet were very few and far between.
I have now decided to contact my retailer for a replacement, again this is a god damn support ticket and its the weekend and support dont work weekends.
At this point i have boxed and unboxed the rift so many times i lost count, this in my mind was me making every effort to make sure the problem wasnt at my end, any new idea which came from the internet or forums i would try, i wonder if anyone one at Oculus support had even looked at my ticket yet??
Finally support contact me, please keep in mind i am around the twelve hour mark now of fault finding.
Question one "can you tell me what drivers you have for your GPU?"
This is my point exactly, i knew this would happen, after twelve hours of fault finding i am now tasked with going over the same stuff with an actual support member, the only problem is when i reply the response isnt instant, no no, hours pass before the ask me to do something else ive already tried, i am asked for photos of the connections on the HMD and im asked for the Oculus diagnostic file which i provide, finally i think i am getting somewhere, theres got to be something in that file which will help.
I wait and wait and wait some more, tick tock, the hours pass. in my mind at this point i am fighting with myself, do i get a replacement or just go for a refund? i start really analysing my experience, fault finding on the internet can be a very negative experience, so my head was full of people with the same issue as me or other faults they have found, i get it, nothing is perfect, but unfortunatley i cant undo what i have seen. so i go back to the actual visual experience and i was pretty damn impressed however i have still only seen the robot demo, so i think im going to go with the replacement not the refund.
A lot of time passes and again finally support get back to me, im thinking theyve had the diagnostic report theres bound to be something in there that can help, something simple that ive missed and ill be up and running in no time, "can you send me the Oculus diagnostic logs?" OMG! I HAVE ALREADY SENT YOU LOGS! so i calm down and reply saying i have already sent those logs.
Three more hours pass and support contact me appologising for the confusion and they have looked at the files and they had some useful information in them, we will look in to them further and get back to you.
That done it for me, right there, the lies had started, they hadnt looked at the files and found something, if they had they would of told me what they found.
I was done, i made up my mind to get a refund, this has been a bad experience and i dont want this every time i have an issue, and i found plenty of potential issues whilst fault finding on the internet, i think i will wait for the next gen in VR.
This issue isnt just isolated to Oculus, i have seen it everywhere, with hardware and software, customers left high and dry with issues that are preventing them from using there product and no one to actually contact by phone. complex issues can not be solved via email in the time that most customers find reasonable, you also have to throw in the fact that not everyone knows their way around their PC like a lot of us, you have to consider those people.
I would like to finish with i understand that support were overun with tickets due to the summer bundle, i honestly believe support were doing the best they could with the resources they were given. Resonsibility has to lie with Facebook or upper management of Oculus for not investing in customer support its that simple, Facebook one of the richest companies in the world what can i say.
Happy VRing people, it was nice whilst it lasted, you are a good comminity.
Second im not new to of pc's, i am fully aware of compatibility issues.
Thirdly my pc was built with VR in mind around 10 months ago and is reasonably high spec.
I recieved my summer bundle on a saturday, very excited, like a kid at xmas. i had preeped my PC with a clean install of windows 10, i had run all the compatibility checks, everything was good to go.
I open the box, ooh new gadget things, i love new gadget things, first things first i look for some kind of manual, ok there isnt one, no problem, i own Apple products so nothing new here.
I already had the software installed so after firing that up installation was obviously simple as i thought it would be, three USB and one HDMI with a bit of calibration thrown in, simple.
Calibration done time to put the headset on, ok this is pretty damn awesome, ooh its a bit blurry, ok so with some adjustments to HMD positioning and lens movement everything was good, i proceed on to the robot demo, i have to say at this point i was completely blown away, i found myself grinning pleasently at the little robot dude, looking around and then picking something up which felt brilliant, performing all the tasks finding myself getting more and more exited to try Assetto Corsa, Elite Dangerous and anything else VR i could get my hands on.
Robot demo ends, the screen goes blank for a second then comes back on, a small loading rotating egg timer appears in the bottom right hand corner so i thought this was just a transition to another screen, the next screen appears, then goes blank again, egg timer again, screen appears, goes blank again, i start to worry, i try to adjust the HMD wire because at this point its acting like a loose wire, it appears to help but its happening so frequently now i dont know if it was just coincidence or not that me touching the wirring had helped.
Headest off, the exitement now quickly disapearing, fist rule of fault finding? check your connections, all appeared fine, headset back on and the issue is still present, every 2 or 3 seconds the HMD is disconnecting then reconnecting, windows is telling me that things have been disconnected all the time.
Right, calm down lets try to go through the whole calibration thing again, i get as far as the robot demo but before i could get in to the demo it starts again, god damn it!
Start again, now i cant even get passed the "lets plug your stuff in" screen, now im getting angry, i now start trying different USB ports, i try a diiferent HDMI port, nothing, i reach for the manual, oh yea there aint one, time to google stuff.
Some hours pass with me trying various different things with optimism, i wont list them here as the list is vast and i have numerous posts in the support forum listing them if you want to look.
Nothing is working, right where is the phone number for support, obviously this has the potential to be quite a complex issue after all this is the PC and a relatively new consumer experience in to VR. Ok there is no phone number, i hate that, i am left with the forums and a support ticket, from this point i know this is going to be a long and drawn out process and i was right, i fill out a support ticket and wait, i dont just wait i continue to scour the internet for hours trying different things, nothing making any different what so ever, around this time i had spent about 8 hours on this, no response from support, i am now extremly angry, my £400 "premium" product is broken, this is where the physcology kicks in, "my product is broken, i dont want it anymore i want a new one, this cost a lot of money and im already taking it apart to try and fix it"
For some reason i think that the "support" section of the forums is where you are able to communicate with a support agent, so far with any product not just rift, this is not the case, this just adds to the whole disapointing experience, what i will say is that the Oculus comunity are very helpfull and i did get a lot of help from a number of people who were willing to give up their own time to help me and for this i am extremely greatful, unfortunately many many hours had passed now so any ideas i hadnt tried yet were very few and far between.
I have now decided to contact my retailer for a replacement, again this is a god damn support ticket and its the weekend and support dont work weekends.
At this point i have boxed and unboxed the rift so many times i lost count, this in my mind was me making every effort to make sure the problem wasnt at my end, any new idea which came from the internet or forums i would try, i wonder if anyone one at Oculus support had even looked at my ticket yet??
Finally support contact me, please keep in mind i am around the twelve hour mark now of fault finding.
Question one "can you tell me what drivers you have for your GPU?"
This is my point exactly, i knew this would happen, after twelve hours of fault finding i am now tasked with going over the same stuff with an actual support member, the only problem is when i reply the response isnt instant, no no, hours pass before the ask me to do something else ive already tried, i am asked for photos of the connections on the HMD and im asked for the Oculus diagnostic file which i provide, finally i think i am getting somewhere, theres got to be something in that file which will help.
I wait and wait and wait some more, tick tock, the hours pass. in my mind at this point i am fighting with myself, do i get a replacement or just go for a refund? i start really analysing my experience, fault finding on the internet can be a very negative experience, so my head was full of people with the same issue as me or other faults they have found, i get it, nothing is perfect, but unfortunatley i cant undo what i have seen. so i go back to the actual visual experience and i was pretty damn impressed however i have still only seen the robot demo, so i think im going to go with the replacement not the refund.
A lot of time passes and again finally support get back to me, im thinking theyve had the diagnostic report theres bound to be something in there that can help, something simple that ive missed and ill be up and running in no time, "can you send me the Oculus diagnostic logs?" OMG! I HAVE ALREADY SENT YOU LOGS! so i calm down and reply saying i have already sent those logs.
Three more hours pass and support contact me appologising for the confusion and they have looked at the files and they had some useful information in them, we will look in to them further and get back to you.
That done it for me, right there, the lies had started, they hadnt looked at the files and found something, if they had they would of told me what they found.
I was done, i made up my mind to get a refund, this has been a bad experience and i dont want this every time i have an issue, and i found plenty of potential issues whilst fault finding on the internet, i think i will wait for the next gen in VR.
This issue isnt just isolated to Oculus, i have seen it everywhere, with hardware and software, customers left high and dry with issues that are preventing them from using there product and no one to actually contact by phone. complex issues can not be solved via email in the time that most customers find reasonable, you also have to throw in the fact that not everyone knows their way around their PC like a lot of us, you have to consider those people.
I would like to finish with i understand that support were overun with tickets due to the summer bundle, i honestly believe support were doing the best they could with the resources they were given. Resonsibility has to lie with Facebook or upper management of Oculus for not investing in customer support its that simple, Facebook one of the richest companies in the world what can i say.
Happy VRing people, it was nice whilst it lasted, you are a good comminity.
37 REPLIES 37
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08-10-2017 04:52 AM
Likely was insufficient power through the USB's. An externally powered hub or a front panel addon powered directly off the PSU is often required for high end joysticks (Saitek's X-55/56 series is notorious for this) and VR. It also could have been Windows turning your USB devices off to save power. But yeah, customer support sucks in general these days. Normally it's best to ask on forums from other users unless you are 100% sure it's a hardware problem, in which case exchange is the only correct action.
Anonymous
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08-10-2017 05:08 AM
BeastyBaiter said:
Likely was insufficient power through the USB's. An externally powered hub or a front panel addon powered directly off the PSU is often required for high end joysticks (Saitek's X-55/56 series is notorious for this) and VR. It also could have been Windows turning your USB devices off to save power. But yeah, customer support sucks in general these days. Normally it's best to ask on forums from other users unless you are 100% sure it's a hardware problem, in which case exchange is the only correct action.
I did think the same about the USB but i run a high end PC with plenty of correctly powered USB ports, i tried many many different USB configurations, including powered hubs, no hubs, one sensor, unplugging everything USB that wasnt needed, i also change PC power settings, USB power settings and power settings in the bios.
Anyway what ever the reason was, if it was my setup or a fault with the rift they lost a customer due to inadequate customer support.
Anonymous
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08-10-2017 03:18 PM
Blimey, talk about not having much patience! You should have just waited and got a replacement from the retailer, then you would have known if it was a problem with your Rift or with your PC.
And whilst First Contact is amazing it's nothing compared to the likes of Robo Recall, Lone Echo and ESPECIALLY Elite Dangerous. You're REALLY missing out on a ridiculous amount of awesomeness by not getting that replacement.
And whilst First Contact is amazing it's nothing compared to the likes of Robo Recall, Lone Echo and ESPECIALLY Elite Dangerous. You're REALLY missing out on a ridiculous amount of awesomeness by not getting that replacement.
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08-10-2017 03:32 PM
Seriously beginning to think that the sale enticed a bunch of console gamers and not the standard pc gamer who is used to troubleshooting and knows how to troubleshoot in the first place.
WAAAGH!
Anonymous
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08-10-2017 04:15 PM
snowdog said:
Blimey, talk about not having much patience! You should have just waited and got a replacement from the retailer, then you would have known if it was a problem with your Rift or with your PC.
And whilst First Contact is amazing it's nothing compared to the likes of Robo Recall, Lone Echo and ESPECIALLY Elite Dangerous. You're REALLY missing out on a ridiculous amount of awesomeness by not getting that replacement.
im sorry you dont think 12+ hours is enough fault finding, lets say i got a replacement and it proved my PC was at fault, i am then at the mercy of a support team who clearly have very little resourses, i really dont find that appealing considering how complex an issue can be to solve on a PC and something as technical as the rift.
im not giving up on VR im giving up on a company with a poor support infrastructure for premium products.
IMHO they should have phone support at the very least.
Anonymous
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08-10-2017 04:21 PM
Morgrum said:
Seriously beginning to think that the sale enticed a bunch of console gamers and not the standard pc gamer who is used to troubleshooting and knows how to troubleshoot in the first place.
LMAO! yea thats what it was i had the rift plugged into my xbox, damn you're good. 12+ hours of troubleshooting or did you miss that part? "im not new to PC's" did you miss that part as well, infact did you read any of the post.
i love you fanboy types you're great.
Anonymous
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08-10-2017 04:51 PM
When a post starts of with "this is not a rant", it's a rant...
I would have waited for a replacement...
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08-10-2017 05:29 PM
Morgrum said:
Seriously beginning to think that the sale enticed a bunch of console gamers and not the standard pc gamer who is used to troubleshooting and knows how to troubleshoot in the first place.
I know how it would end, he would be given an RMA. I had this problem with my rift and that was the solution. Mine didn't happen for 10 months though, not right out of the box. I wasn't using the rift much when I did my ticket so it didn't seem like a long time because I wasn't using it, but if I just got it I'd be pissed. My new one works perfect, it doesn't even look like a refurb.
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08-10-2017 05:39 PM
Madeye I liked your post just because your sticking to your guns.
Even if you are acting like the typical person I have to ask if they tried turning it on and off again.
I went through weeks of troubleshooting to get my system to do room scale.
Instead of creating gripe post number 3761 to go with all of the other post on the same issues on the same page I made a post after I fixed it detailing the process I took in case someone had the same issues in the future.
That's the difference between us.
WAAAGH!