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Oculus Trash Support

juniormafia27
Explorer
Just found out that I can not pay to get my Oculus repaired.  I am seriously feeling robbed.  I bought all those games and then bought the touch and was just about to by two more sensors for full room immersion.  Then my oculus goes out.  Now if I choose to stay in the VR community if I would have to buy another VR headset.  Looks like I will be buying a HTC Vive...since at the very least I can get it repaired if something were to go wrong.

Does anyone on here know who repairs Oculus'?
38 REPLIES 38

Anonymous
Not applicable

RedRizla said:

@goldrush76 - A Twitter response from which company? Are we talking Oculus here because I never knew you could have an extended warranty that even covers you for accidental damage? I'm not sure the ribbon cable that kills your audio if it tears would be covered under accidental damage though.

I get that some electrical items only come with a 1 year warranty, but like I've already mentioned we are not talking something like a toaster here that costs £29.99, these headsets are not cheap and having to buy the whole bundle again is just silly. Oculus needs to come up with a cheap alternative to replacing just the headset or start offering repairs.


Money is irrelevant here. Meaning, it doesn't matter if it cost 1000 or 100 because the value of the product always keeps going down when it comes to electronic goods. Not always because of the fact the item is used, but by the the fact they sell it for cheaper over time. Just because you bought the car for 16k - doesn't mean you will get your 16k back when you sell your car - nor will you see 12k in most cases. The value of the product DROPS once you have it in hand and the values keeps dropping just over time. It's not really a good argument unless the value of the product keeps high for some reason. In this case, I got mine for 900$ (touch, cameras, headset, etc) you can get one for less than half that now. So from my standpoint - no one really has a say how much they spent on their headset:))

The extender warranty is covered third party. Amazon pretty much offers it on any goods solid unless they don't for any reason. Best Buy I believe also offers a warranty of the same type if you buy into it. That is third party though and you will have to deal with them (and it gets messy fast) when you make a claim as well.

Yes, I agree though - I do think by now they should offer more than a ticket system for help and support. No one said they wouldn't mind that. Tickets are nice in one factor - but talking to someone helps in a ton of other things as well. Even if it's ticket first - calls later would be a big boom to support.

I also agree they should be selling the headset outside of the bundle as well. I understand why they don't - because people would question if they need the bundle or can they get by with just the headset (aka, creates confusion). As for the if you own one - can I return for a new one model - I don't think any company would do that - that is a bit silly when you can just sell them a new headset/unit instead. From a customer standpoint it's nice - but form a business standpoint it makes no sense really. Really, at best, they should just sell the VR unit stand alone instead. This way it gives choice to the end user. They just need to make it clear on the product page that the headset itself - is well - just the headset. They might do this while CV2 comes out as more people will be focusing on that instead of a total package.

Actually, unless CV2 comes with a different tracking model - they might have to do this anyways as no one is going to rebuy everything just to get the newest headset. 

Fazz
Honored Visionary
@Mradr - The simple solution would be to buy a standalone headset that's not priced silly like it is when you buy just 1 sensor. I don't think it would cause confusion given you can purchase bundles for lots of different equipment these days. If people are silly enough to just buy a headset without looking into it a bit more, then more fool them I would say. It would be easy to advertise it as a replacement and not the full bundle. Vive is currently going to do this with the Vive Pro standalone, so I'm sure people will be aware they need to purchase other things to complete the setup..

Anonymous
Not applicable

RedRizla said:

@Mradr - The simple solution would be to buy a standalone headset that's not priced silly like it is when you buy just 1 sensor. I don't think it would cause confusion given you can purchase bundles for lots of different equipment these days. If people are silly enough to just buy a headset without looking into it a bit more, then more fool them I would say. It would be easy to advertise it as a replacement and not the full bundle. Vive is currently going to do this with the Vive Pro standalone, so I'm sure people will be aware they need to purchase other things to complete the setup..


The Vive Pro standalone is already following what I said before. That is their 2.0 and as a result - they know customers already have the base setup and there for selling the product without the base setup. Oculus 2.0 will do the same - because well - everyone will already have the base setup unless something major changes with in the tracking system it self.

Not really - lots of people really don't know or were aware that you needed the base setup (cameras, touch). We might know, but there are a TON of people they don't know sadly. You can call them fools if you wish, but really people just don't understand or know how VR itself works. They just know how much money they have and will make decision if they can buy something or not base off that fact alone. Keeping it simple and super hard to make a mistake keeps people on the right track.

Anyways, I agree they should either way. I understand the problems - but I think there are many ways to keep people from making that mistake for sure. Limit the standalone headset onto this site alone and displaying a message that forces people to be fully aware what is going on/what they are buying and it should keep that problem down. Price wise - it will be better to still buy the bundle in terms of value to price - but I am sure they can sell the headset at a cheaper cost than the total price of the package. At the the end of the day - the hardware doesn't make the money - it's the software. I mean they can't sell the hardware for nothing - but it would still be better to enable a purchase than block one.

goldrush76
Protege

RedRizla said:

@goldrush76 - A Twitter response from which company? Are we talking Oculus here because I never knew you could have an extended warranty that even covers you for accidental damage? I'm not sure the ribbon cable that kills your audio if it tears would be covered under accidental damage though.

I get that some electrical items only come with a 1 year warranty, but like I've already mentioned we are not talking something like a toaster here that costs £29.99, these headsets are not cheap and having to buy the whole bundle again is just silly. Oculus needs to come up with a cheap alternative to replacing just the headset or start offering repairs.


@RedRizla , official Twitter account of @SquareTrade which provides 3rd party warranties. I found a very old twitter post to them asking about VR warranties and they responded yes, purchase a warranty from the category "Misc Electronics" on their site.

juniormafia27
Explorer

snowdog said:






Mradr said:



It is not apples and oranges.


Yes it is - It's like saying Walmart doesn't have the ability to repair space ships? Come on, it's one of the biggest retail shops around the world. 

It's apples and oranges here. Facebook itself is a software company - not a hardware company. Even then, Facebook itself is a Ad company and a software platform. Oculus is a branch company and is the one dealing with the hardware side of things. Maybe understand what you are talking about first before really jumping the gun on another forum member please. 

As for bigger companies - always welcome to turn to them - but you understand that they also have about the same problems if not more problems compared to Oculus I hope.  We hear it all the time "I will just turn to Vive" - but then the grass on the other side is never really that much greener either. In fact - they have more issues that go unfix.



Look....I have made my point.....don't matter how you explain it.  It will not deter what my current thoughts were.  If my issue can't get solved.  Then it makes no since to continue to invest......period.  Or at least with Oculus.


And no one is saying that that is wrong. Many here will fully agree with you that Oculus Support by email is slow and tedious but it is the only thing we have atm and thus the only thing we can refer you too.

Oculus isn't a multi billion dollar/euro company, regardless if it is owned by Facebook and thus does not have the funds to open up dozens of Repair shops around the globe. If they did, you would not be complaining here about "trash support".

Honestly, buying the bundle is a good way to get those extra 2 sensors, a pair of replacement touches and a new headset. It will come down in price to  this year.

but if you want to go with a Vive, then go with a Vive. No one is telling you not to, and frankly for this gen the Vive is just as good, just less comfortable.



Very much this with regards to getting a spare set of Touch controllers and a third (or fourth) sensor. I got myself another set of Touch controllers instead of a standalone sensor because the standalone sensors are overpriced and it might be useful to have a spare set of controllers handy just in case.

It should also be noted that if you get a Vive instead of another Rift that replacement Vive controllers and replacement Lighthouse base stations are over $100 EACH.

I honestly couldn't recommend that ANYONE gets a Vive over a Rift at this point. $200 more expensive, no built-in audio and not as comfortable as a Rift unless you spend ANOTHER $99, considerably more SDE and the displays and optics aren't as clear and sharp as they are on the Rift...

...And this is before Oculus reduce the price by ANOTHER $100/£100 at some time later this year.


We are talking about the option to at least be able to repair your already damaged Oculus.....regardless of warranty though.  You take on a new project and do not have the ability to provide repair options for owner to "continue to stay in the game".....man please.  Without this being put in check VR will fail.  No one wants to willingful throw away money to keep buying headsets.

phoenixdigital
Heroic Explorer


While it won't help with the topic, I keep pitching the idea to Oculus for an HMD replacement program, where you send in your old headset (with no foam insert,headphones or cable), pay a reduced fee (maybe $150?) and get a new working one.



If they don't want to offer a spare parts or paid repair service this is really the only option if they don't want to trash their reputation longer term.

More and more users over time are going to be experiencing issues whether a fault by their own mistakes or an inherent flaw like the right headphone ribbon cable issue.

https://forums.oculusvr.com/community/discussion/56234/can-oculus-give-us-some-clarity-on-the-cause-...

Offering customers paid (cost neutral to Oculus) option to swap out a broken Rift headset will go a long way to fermenting goodwill amongst the early adopter base. My decision to stay in the Oculus ecosystem when CV2 comes out will hinge on how they deal with this in the future. The current option given to some users of "Buy a whole new headset + accessories" is not really good enough.

For the record Oculus support have been great to me so far and offered to replace my headset bought at launch which has started exhibiting the right headphone ribbon cable issue.

CPU: i5 6600K (conservative overclock), GPU: Asus GTX1080Ti (not overclocked), motherboard: Asus Z170 Pro Gaming, USB Card 1: Inatek 4 Port, USB Card 2: Startek 2 Port

Syrellaris
Rising Star



snowdog said:






Mradr said:



It is not apples and oranges.


Yes it is - It's like saying Walmart doesn't have the ability to repair space ships? Come on, it's one of the biggest retail shops around the world. 

It's apples and oranges here. Facebook itself is a software company - not a hardware company. Even then, Facebook itself is a Ad company and a software platform. Oculus is a branch company and is the one dealing with the hardware side of things. Maybe understand what you are talking about first before really jumping the gun on another forum member please. 

As for bigger companies - always welcome to turn to them - but you understand that they also have about the same problems if not more problems compared to Oculus I hope.  We hear it all the time "I will just turn to Vive" - but then the grass on the other side is never really that much greener either. In fact - they have more issues that go unfix.



Look....I have made my point.....don't matter how you explain it.  It will not deter what my current thoughts were.  If my issue can't get solved.  Then it makes no since to continue to invest......period.  Or at least with Oculus.


And no one is saying that that is wrong. Many here will fully agree with you that Oculus Support by email is slow and tedious but it is the only thing we have atm and thus the only thing we can refer you too.

Oculus isn't a multi billion dollar/euro company, regardless if it is owned by Facebook and thus does not have the funds to open up dozens of Repair shops around the globe. If they did, you would not be complaining here about "trash support".

Honestly, buying the bundle is a good way to get those extra 2 sensors, a pair of replacement touches and a new headset. It will come down in price to  this year.

but if you want to go with a Vive, then go with a Vive. No one is telling you not to, and frankly for this gen the Vive is just as good, just less comfortable.



Very much this with regards to getting a spare set of Touch controllers and a third (or fourth) sensor. I got myself another set of Touch controllers instead of a standalone sensor because the standalone sensors are overpriced and it might be useful to have a spare set of controllers handy just in case.

It should also be noted that if you get a Vive instead of another Rift that replacement Vive controllers and replacement Lighthouse base stations are over $100 EACH.

I honestly couldn't recommend that ANYONE gets a Vive over a Rift at this point. $200 more expensive, no built-in audio and not as comfortable as a Rift unless you spend ANOTHER $99, considerably more SDE and the displays and optics aren't as clear and sharp as they are on the Rift...

...And this is before Oculus reduce the price by ANOTHER $100/£100 at some time later this year.


We are talking about the option to at least be able to repair your already damaged Oculus.....regardless of warranty though.  You take on a new project and do not have the ability to provide repair options for owner to "continue to stay in the game".....man please.  Without this being put in check VR will fail.  No one wants to willingful throw away money to keep buying headsets.

For a company as small as Oculus they aren't viable. In the case they would open one it would be at their main area, which means units would have to be shipped out to them. Which obviously the bill of falls on the owner of the rift. International shipping prices ain't cheap, you're look at a good solid 35 euros / dollars for that alone + any repair costs that come on top of it.

Most of the time this adds up to just below the price of a complete new unit (give or take 50-100 bucks below new).

RedSpace28
Honored Guest
you know its trash support when they make a ticket solved when they didn't solve anything

Anonymous
Not applicable
And you dug up a year and a half old thread regarding not being able to get repairs done by Oculus for what?
Or , you could start a new thread with your actual issue and what has transpired- never know someone in the community may have experienced it before and have some advice that may or may not help...