Oculus support experiences?

[Papahyooie]

Has anyone had to deal with Oculus support? My rift has the apparently well-known right earphone strap issue. (The cabling inside the headset that goes to the earphone, the ground side is shorted/broken somewhere inside the strap, and so loses audio when the strap is tightened. I've confirmed it by running a wire from the right earphone to the left one, outside the headset, to connect the right earphone to the left ground. This works to regain audio, but is obviously unacceptable, plus you lose most directional audio that way, I've found.) I've read several posts on reddit and otherwise, with people saying Oculus knows about the issue and they got their headset replaced on warranty. The problem is, I can't seem to even get them to answer me. Two support tickets over two weeks, and I haven't gotten a single reply from them. I know a lot of times with tech support, there is some sort of... "secret" backdoor. An email address, a phone number, that gets you directly to someone. Anybody know of any tips or tricks dealing with them?

Thanks!

 

[DRDNA]

Dang sorry to hear that! I hope you get a reply soon! TTT in hopes you get an answer

 

[Papahyooie]

Thanks. As an update, I finally got hold of them yesterday. They wanted me to go through all of this stupid troubleshooting of course, but apparently they are going to send me a shipping label to send my headset back. They say 8-12 days turnaround, but I've read horror stories... One guy still hadn't gotten a replacement after 40 days and ended up having to sue them. Don't know what ever happened to him. So... here we go for the ride lol. They also mentioned it might be a refurb unit... which I'm ok with, as long as the lenses are new... I don't want someone else's scratched up cloudy lenses... I guess we will find out. I'll update here when I get the replacement.

 

[xkm1948]

You would think that Facebook would offer better customer service comparing to HTC.

 

[Papahyooie]

Well, here's my update. I got my replacement headset in today. Wasn't too much of a hassle. Sent in my broken one, they sent another one back. So far, so good. Then I get it out of the box to inspect it. It's the "older model" rift with the more plush facial insert. Not too big a deal, I can get a replacement facial interface... Looks clean and solid enough on the outside... Aw damn, it's got the old lenses with the "rings" around the inside that cause so much god rays. Well that stinks, but I guess it'll be ok. Look a bit closer... holy hell these lenses are beat to a pulp! Huge visible scratches in them, even a pit on the outer edge of one. A pit, like someone had hit it with a nail or something... a legit gouge in the lens! Aw hell no, I'm thinking... My lenses were immaculate. Nothing, not even dust touched my lenses in my original headset. I only cleaned fog off them with the provided micro-fiber cloth, kept the headset in the box to protect the screen and lenses from light... hell no. I'm not taking this. Putting in another ticket.

Picture provided... you can see the scratches even in a crappy cell phone pic. And in the top right hand corner, you can see what looks like a smudge... that's the pit. There's literally a hole in the surface of the lens. No way am I taking this crap.

 

[DRDNA]

dang, bummer.

 

[xkm1948]

Seems HTC customer service is not that bad after all. Sorry for your situation bro. Try to get BBB involved.