Oculus Support

bilbosmeggins

I hadn’t used the Rift S for ages, as I’ve been having a ball with the Quest. I recently decided to upgrade my gpu from a gtx1080 to a 1080ti, using some of the funds I’d set aside for the Index.  Given how Valve are conducting themselves, I felt very reluctant to join the list of disgruntled customers.  

Anyhow, I got the card installed, latest drivers etc,  and proceeded to fire up the Rift S.  Because it had been a while, it insisted on 11 updates, and new firmware for both headset and controllers. Went through the whole rigmarole only to find that the hmd was now completely unusable. The graphics were glitching constantly, but, much worse, the world was sliding by at an alarming rate, crashing me through walls, floors and ceilings.  Not good. So I fired off a support ticket.

Oculus, in particular, Rebecca from Oculus, replied almost straight away with a set of instructions to try.  I followed them to the letter, and these introduced a new set of issues, worse than the first lot.  So I sent a reply, and again, almost immediately I was given some further instructions to have a go with. This second lot completely cured everything. And the headset is now functioning great. So I emailed Rebecca back, and she was very pleased that the issues were resolved, but said that she would leave the ticket “open”, so that any more problems and she would be straight on the case.

I have to say that I was extremely impressed, and surprised with their support service. I remember having issues with the CV1, and opening a ticket back in the day and then waiting literally days for a response. Looks like Oculus have come of age. Very happy

s73

I had good experiences with Oculus support but have decided that Index is a good all rounder do I’m interested to hear why you think they are letting themselves down

bilbosmeggins

It’s all pretty well documented on the Index thread. Quality control, and a reluctance to remedy what is obviously a design flaw.

thesnowdog

Yup, they've certainly come a long way since the beginning. They would have had the worst customer support in the business right at the start if HTC hadn't been even WORSE!!!

But to be fair to HTC they did make SOME improvements but Oculus are streets ahead now.

hakr

I've had good experiences with oculus in terms of their willingness to sort things and their friendly and helpful responses. Only thing letting them down is the time it takes.

When I got my first quest, the usb cable died, it took several days of back and forth emails, but they eventually sent me a replacement cable, totally free of charge.

When my quest developed tracking problems, they wanted to replace the whole set..... then took about a week to send me the returns label email... although to be fair, once it was sent off to them, I had a whole new kit delivered 4 days later.

It seems like their support team are totally swamped at the moment. Which is a shame, because the support they're giving is great. The fact that they replaced my whole kit (bought from Amazon) without much fuss, is excellent, and a great example of customer service done right!

If they had more staff to deal with support queries a bit quicker, they'd go from excellent to 1st class.

Support have been full of great suggestions, and when all else fails, very willing to get things replaced for you. Couldn't ask for much more really.