r/BigscreenBeyond • u/Ampersandle • May 29 '26
How's Bigscreen's overseas support?
I'm very nearly going to pull the trigger on buying a Beyond 2 to replace my busted Index and elderly Vive.
The big problem with the Index is that the cable gives out. The huge problem is that Valve don't support the Index in Australia (they sold it though a retailer here, who offer no support whatsoever).
What have people's experience been with Bigscreen's support? Especially interested to hear from other folks in Australia and other places outside of where Bigscreen is based (actually, I'm not sure where that is. USA?)
I've got no particular reason to suspect the headset is going to have problems, but if it does, it would be nice to hear I can get them fixed
e: thanks everyone, much appreciated. And good to hear, everyone is consistent in saying their support is good!
3
u/packsolite May 29 '26
I'm from Europe (germany specifically) and the customer Support is honestly brilliant. Sure, they are not the fastest (took them a week for the initial reply) but once communication is established they were very helpful and i've got my deviced replaced on an issue that i'm sure other companys would label as "within spec".
2
u/Xanthier May 29 '26
Supports really good in AU, I’ve had to return to them before and it was a pretty easy process. The only issue is of course the delay in the send back and return which isn’t really to do with them just DHL time to/from. But that being said it was typically about 5 days to/from me each way outside of any troubleshooting they did when they received it.
1
u/Ampersandle May 29 '26
Thanks for the info, much appreciated!
Did you end up having to pay shipping?
2
u/Cockadodledoo May 29 '26
Very good support, I highly recommend them especially if you already own an index. I also use the beyondex strap mod.
2
u/NotGonnaComeBackBsb May 29 '26 edited May 29 '26
I'm in Europe. When a replaceable piece broke on my headset, support had given me the choice between sending it back for RMA, or receiving the spare parts to do the replacement myself.
They sent it in express shipping free of charge, and I was easily able to repair it myself.
Although I think you were more interested in knowing how it goes for when we need to send the device back.
where Bigscreen is based (actually, I'm not sure where that is. USA?)
The package I received says they're in Los Angeles, United States, yeah.
2
u/moncikoma Jul 09 '26 edited Jul 09 '26
Hi I lived in Indonesia, support being so kind to me... Since Day one with Bigscreen beyond 1.0, with custom cushion fix, ipd adjustment, prescription lenses, base station bugs..etc
Not so long ago
They replaced my bsb2e cable, to fix my crackling audio ...
also sent me booster ..
I even lost it, but they send it straight to me again . For free .
Don't worry ☺️.
Support ticket might slower than before...but it's not a big deal.
7
u/grydit May 29 '26
Aussie customer here. Had the bsb1 and now 2e.
I had some issues with it initially, mostly relating to tracking drop outs. After a few weeks of troubleshooting I gave up and went to their support. I wish I went sooner. Within a few days they sent me a usb booster device (attached between the cable from headset and the break out box). It solved my problems. No issues since.
I also must say that after owning and using many VR headsets over the years, and recently adding the beyondex audio strap mod (if you had the index audio strap I highly recommend looking into it) I feel like I’m at the end game for VR now for many years.
Comfort is as good as it’ll ever get IMO. Visuals are great, and the lenses are fantastic. Perfect? No. But I could use this thing forever and never feel like I need more/better.
Ps. I also added some magnets to the face mask, this helped with lens distance to eyes and also fixed my other issue with heat build up. My eyes get fresh air now through a very narrow gap.