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Oculus Quest Bricked after Weird interaction with customer support

bl1nd9
Level 2


So this is my case,

I bought the Oculus quest headset on January through an App called Offer Up . the headset was and still is very scarce .
I was planning on buying it through the website but the next available batch was gonna be on february 28 and didn't want to wait
I bought brand new and unopened. One of the First things I noticed was that the headset already came with the Darth Vader game
for free for download.( which was going one of the perks when the next batch was available for what I read).
about a month later I could not sign in into my headset ,a message appeared saying something like :"account suspended contact support".
Then I contacted customer support to inquire about this situation and their first response was the following :

Could you provide me with the following details about your Oculus account:
Feb 25, 6:43 PM PST
•    Username/alias on the account
•    Last 4 digits only of the payment method on file
•    Last purchase made on the account
•    Serial number from the headset registered to your account

After I provided all the details then the next response I get is this:

Hello *******,
Thanks for providing your information. We are going to continue looking into your Oculus account for you. This does not mean that we have stopped working on this, just that it will require more time for us to do our investigation.
We appreciate your patience and understanding and we will do our best to contact you back with more information or an update as soon as possible.
Kind Regards,
Jessica
Oculus Support

After that I did not responded since they didn't require anything from me only to wait , and then this is the 3rd response:
     Trinity (Oculus Support)
Mar 2, 11:39 AM PST
Hi *******,
We are going to need to review your account a bit closer on our end. Please provide the following detail to help us do that.
Please attach a picture of the receipt from your purchase of your Oculus device. It will need to include the retailer, item, price and date of purchase.
If you have any other questions or concerns regarding this issue, please let us know by replying to this email.
We appreciate your patience and will contact you soon.
Best Regards,
Trinity
Oculus Support Specialist


and this is my next response:
    
Mar 2, 11:50 PM PST
I bought it through offer up to a private seller
Is that a problem??
It was on January when it was very scarce

***notice that the first interaction was on feb 25th and after 6 days still getting no concise answer as of what the situation was***

Ok here comes the interesting part of this post :

     Trinity (Oculus Support)
Mar 3, 11:51 AM PST
Hi ********,
Thank you for providing information to us.
We suspended your account because the unit was reported stolen by the original customer.
At this time we have unsuspended your account while we continue our investigation.
Please note that warranty support is non-transferable and tied to the original purchaser, so we will not be able to offer warranty support in the future.
Enjoy your time in VR,
Trinity
Oculus Support Specialist

So AFTER about a month of dealing with this guess what ?, My Headset is bricked I tried to reset it , factory reseted , hard reset,change accounts and nothing...
I submited a ticket , and as you might have guess it by now they cant do anything about it due to the small technicality that I don't have the receipt.

At this point Im so frustrated with Oculus not only for the fact that I spent over 500 dlls and my headset that is bricked after hardly 35 hours of actual use.But
also for the inability to have a sensible resolution to my case from part of the oculus support . I am even thinking that just like on the cellphones they were the ones
who bricked it from an Over the air update. what do you guys think?


5 REPLIES 5

MikeF
Level 10
Sounds like you bought a headset from a private seller who still had their account signed into the headset then reported it stolen. Go after the seller, theyre the one who screwed you

OmegaM4N
Level 11
^^Bingo!.....stolen headset so get onto the seller that sold you this as they are responsible for selling you stolen goods.
CV1/Vive-knuckles)/Dell Vr Visor/Go/Quest II/ PSVR.

kojack
Volunteer Moderator
Volunteer Moderator

bl1nd9 said:

I am even thinking that just like on the cellphones they were the ones
who bricked it from an Over the air update.
Yep, it would have been Oculus. If the registered owner of a headset reports it stolen and has the paperwork to prove they bought it, it will be disabled. (Same as Apple do to things like ipads. I was on a team for a touring game project using an ipad we bought from a second hand shop mounted in an old style school desk. A year into the tour somebody reported the ipad stolen and it bricked itself. If we power it up, it will start taking photos and try to connect to the net to report it's location and the photos)

The bit that's a mystery is whether the seller is the one who reported it (maybe to try to get a free replacement from Oculus while keeping your money, without realising you'd notice by it being bricked) or some other original person really had it stolen.

I can't even connect to the Offer Up website, they are blocking me due to: "This website is using a security service to protect itself from online attacks." But according to google their page has a law enforcement resources section in the help pages. That might be worth checking out if you can get into the site.


Similar things can happen with sold accounts (not just here, I've heard of it on other sites too). A seller sells the account, which isn't supported in the Eula. They leave it for a while so you have time to buy things. Then they report the account hacked, and as the original owner they can be given the account back and keep anything you bought.

Author: Oculus Monitor,  Auto Oculus Touch,  Forum Dark Mode, Phantom Touch Remover,  X-Plane Fixer
Hardware: Threadripper 1950x, MSI Gaming Trio 2080TI, Asrock X399 Taich
Headsets: Wrap 1200VR, DK1, DK2, CV1, Rift-S, GearVR, Go, Quest, Quest 2, Reverb G2

DaftnDirect
Volunteer Moderator
Volunteer Moderator
Have you contacted OfferUp to find out what your options are?
https://about.offerup.com/contact/

Their homepage has the tagline 'OfferUp is the simplest, most trusted way to buy and sell locally.'
It couldn't possibly be the most trusted unless they have some mechanism for dealing with fraudulent sales. Tell them what's happened and that everyone on the Oculus forum are waiting to see how they deal with it! It might not carry much weight but you never know.

Intel 5820K OC@4Ghz, Titan X (Maxwell), 32GB Corsair Vengeance DDR4, ASRock X99 Taichi, Samsung 500Gb 960 Evo M.2, Corsair H100i v2 Cooler, Inateck KTU3FR-4P USB 3 card, Windows 10 Pro v21H2 (19044.2075)

bl1nd9
Level 2


kojack said:


bl1nd9 said:

I am even thinking that just like on the cellphones they were the ones
who bricked it from an Over the air update.
Yep, it would have been Oculus. If the registered owner of a headset reports it stolen and has the paperwork to prove they bought it, it will be disabled. (Same as Apple do to things like ipads. I was on a team for a touring game project using an ipad we bought from a second hand shop mounted in an old style school desk. A year into the tour somebody reported the ipad stolen and it bricked itself. If we power it up, it will start taking photos and try to connect to the net to report it's location and the photos)

The bit that's a mystery is whether the seller is the one who reported it (maybe to try to get a free replacement from Oculus while keeping your money, without realising you'd notice by it being bricked) or some other original person really had it stolen.

I can't even connect to the Offer Up website, they are blocking me due to: "This website is using a security service to protect itself from online attacks." But according to google their page has a law enforcement resources section in the help pages. That might be worth checking out if you can get into the site.


Similar things can happen with sold accounts (not just here, I've heard of it on other sites too). A seller sells the account, which isn't supported in the Eula. They leave it for a while so you have time to buy things. Then they report the account hacked, and as the original owner they can be given the account back and keep anything you bought.




Thanks for the Info , I have not tried to contact Offer up , will update soon if something comes up