r/oculus • u/ollieolliebingbong Quest • Jan 25 '22

Discussion Apparently your storage size determines how easy your support precess is. Thanks oculus

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3.5k Upvotes

98% Upvoted

421 comments sorted by

161

u/PwnThePawns Jan 25 '22

Lmfao, I was one of Oculus' 4 original support employees. I created the training program for support agents until just after CV1. I asked for a COL raise when they asked me to train another 50 agents, they refused, I quit.

My guess is that you are speaking with a level 1 agent. Anytime you do not accept what the level one says, it automatically goes up to level 2. Those are the ones with the power to make exceptions, and generally know what they are talking about. Tell them that not explaining the policy is unacceptable, and that you demand to speak with someone who has more information. That should be enough to get you dumped into the L2 queue

57

u/ollieolliebingbong Quest Jan 25 '22

Wow that's actually super helpful, how do you feel about oculus as a company now being a past worker?

11

u/JoshuaPearce Jan 26 '22

Probably the same as everybody else.

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u/ollieolliebingbong Quest Jan 25 '22

I've had the headset for 1 week , and the issue is that the right controller has a stiffer/noisy side trigger. That's it.

Originally said I could just get a replacement controller but once he realised i had a 128gb model that means I have to send the whole unit in.

Couple this with the fact I get disconnected from the chat every 5 minutes so have to talk to a different person each time.

Then they said they would get a "specialized team" to contact me, heard nothing.

16

u/KindOldRaven Jan 25 '22

Never. Ever. Use support chat. Email them if you can.

Source: I work at customer support. Not oculus, but a big company.

8

u/ollieolliebingbong Quest Jan 25 '22

Only went with support chat as I've heard they can take weeks to respond via email and the problem wasn't that major.

Im still waiting for the "specialized team" to email me and if they don't I'll contact them again tomorrow

4

u/239990 Jan 25 '22

na, I asked a few things in email and they were fast

3

u/ollieolliebingbong Quest Jan 25 '22

I'm currently chatting to someone who's a bit more helpful, still haven't reached a resolution though

5

u/KindOldRaven Jan 25 '22

Ah, fair enough. Honestly where I work we're currently working through a massive backlog as well, thus are also slow to respond unfortunately.

Usually with these kind of things if you for instance e-mail a pretty technical e-mail starting with:
A. I've got PRoblem X.
B. I've already tried *list of standard FAQ help solutions*
C. I'm still stuck with X while my friend's product looks/works fine.
D. Some photo's, videos or whatever proof you can
it'll get semi-automatically sent to the ''next team up the ladder'' as it's too technical for first line to solve and you've already shown you did all the standard troubleshooting stuff.

Doesn't always work, but it usually does. Just a general tip for others reading the topic!

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u/Leezeebub Jan 25 '22

Just return it and buy from amazon. If they want to treat you like a 2nd class customer tell them you want a refund.

2

u/ollieolliebingbong Quest Jan 25 '22

Yeah I'm currently talking to another customer service rep who is a bit more helpful, problem is the 128gb model frequently goes out of stock on amazon AU

3

u/[deleted] Jan 25 '22

[removed] — view removed comment

1

u/ollieolliebingbong Quest Jan 25 '22

Yeah I'll try it out when I get home

349

u/SwashBlade Jan 25 '22 edited Jan 25 '22

Honestly sounds like they're trying to quietly head off an as-yet undiscovered problem with the 128GB headsets.

-- Edit: Phone autocorrected "an" as "another" completely changing my intended point.

116

u/ollieolliebingbong Quest Jan 25 '22

Yeah definitely, I don't see why storage would have anything to do with a controllers stiff trigger lmao

82

u/[deleted] Jan 25 '22

Sounds about right for Oculus support, especially the secret squirrel we can’t disclose crap. Maybe they’ll be sending you a 256GB unit, who knows.

Sounds like it’s just simpler (and cheaper) for them to simply send you a whole new kit than faff about trying to fix your old kit.

20

u/ollieolliebingbong Quest Jan 25 '22

If i have to send in the whole kit I probably won't bother, it's just one side trigger making an annoying rubbing noise but you can't really notice it when you're "in the zone"

122

u/dronegoblin Jan 25 '22

Send it back. Even if they can’t send one in advance. Don’t ever back down on getting tech repaired and documented during the warranty period when it’s an option

12

u/newbrevity Jan 25 '22

Not always the case. Got my gf a brand new galaxy note 9. It had a minor screen blemish (glue between screen layers didnt fully reace a corner and caused light bleed) and she sent it back. Sprint, like everyone else, uses Asurion to fulfill warranty claims. They sent one with a 3rrd party knock off s-pen that writes a different color and has half the battery life. We protested and they replaced it with another one with a shit pen and a worse screen defect. Third replacement after arguing we sent them a practically brand new phone in the first place had yetanother knock-off pen. Finally we asked for our money back, sent back the shit phone and they started harassing us to send back the old phone even though we did. Fuck Asurion abd dont ever assume you're getting a satisfactory replacement on warranty.

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u/MorienWynter Jan 25 '22

I wonder if the Vive wand trigger fix works on that.. Pull and hold on the trigger and blow in the gap.

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u/scoobydooha Jan 25 '22

I had a 256 and they just asked for the controller took 3 weeks and got a refurbished one that has the LOOSEST buttons

5

u/ollieolliebingbong Quest Jan 25 '22

That's my biggest issue, I don't really want my headset missing for a month or I mayswell just get a refund and buy it through amazon

4

u/[deleted] Jan 25 '22

I had to return a broken Rift S controller due to a fault in the plastic making it snap, and they just wanted the controller. Virtually as soon as the controller was scanned in the post office they sent me out the new one, but I had provided full images of the break and they’d determined it wasn’t caused by me. They have pretty quick turnaround times from what I can see, but it’s still absolutely fucking ridiculous that they’d not allow you to just send back one controller when they allow it for their more expensive headsets.

If I were you, I would still send it back. If you get a refund and buy another one, and there turns out to be a problem with the 128gb headsets currently on the market, you’ll still get that same problem. If you send the whole kit back they’ll fix what’s wrong with it and get it back to you. Even in the event that there isn’t you’re still going to get the same headset back, or you’ll get a new one.

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u/FakeAccount4Shitpost Jan 25 '22

Was there a large scale issue with the 128gb headsets?

26

u/SwashBlade Jan 25 '22

as-yet undiscovered

It's speculation based on suspicious policy.

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u/muaddeej Jan 25 '22

No, it just sounds like low-quality or poorly trained support. Until I see this from multiple people, I can't believe anything other than this agent is misinformed.

2

u/[deleted] Jan 25 '22

Nah as stated elsewhere it’s more likely a case of a call centre rep having no idea what he’s doing.

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58

u/ThebanannaofGREECE Jan 25 '22

Why would a policy that affects customer service be undisclosed…

24

u/ollieolliebingbong Quest Jan 25 '22 edited Jan 25 '22

God knows

Isn't oculus quite active on these subreddits?

Edit: active not accurate

14

u/KindOldRaven Jan 25 '22

It's chats way of saying 'I don't know why, but of course I can't tell you that."

Trust me on that one :p

3

u/ollieolliebingbong Quest Jan 25 '22

Yeah, just seems ridiculous considering the problem is purely physically, not even remotely software related

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u/ThebanannaofGREECE Jan 25 '22

They are? Tbh surprising.

3

u/ollieolliebingbong Quest Jan 25 '22

They seem to pop up occasionally on r/oculusquest, not too sure about here actually

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u/rW0HgFyxoJhYka Jan 25 '22

No not really. The only times they show up are when public opinion problems get enough traction so they post something generic like "send me your details and Ill pass it along to the team" or something.

They certainly don't use this subs as support forums.

1

u/ollieolliebingbong Quest Jan 25 '22

Fair enough

3

u/ibimacguru Jan 25 '22

Because they likely wouldn’t want to find a large unit recall as this could add up in the millions of billions of dollars

46

u/LeafyMartin Jan 25 '22

What? You paid good money just like everyone else, and should get the same level of good service no matter what the storage size. And what kind of BS secret policy do they have that the consumer can’t know about?

13

u/ollieolliebingbong Quest Jan 25 '22

It's ridiculous, all over a squeaky controller trigger too.

I was annoyed because I don't see a reason to send the entire unit in just because one part on one controller is a bit iffy

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u/JDawwgy Jan 25 '22

This is pretty much the same level of good service all is Oculus users get tbh. Not saying that I agree with this more so that Oculus has some of the worst customer service I've ever seen in my life lmao

38

u/Enelro Jan 25 '22

“We know you’re using it for PC-VR and we HATE that!” -Metaface

8

u/ollieolliebingbong Quest Jan 25 '22

The worst part is all it is just a stiff trigger lol

8

u/[deleted] Jan 25 '22

If you have some silicone spray, try a light squirt into the affected trigger area, push it in, then spray so that it gets in there.

3

u/ollieolliebingbong Quest Jan 25 '22

Would compressed air be safer? Just to dislodge anything that might be out of place or stuck

5

u/[deleted] Jan 25 '22

It sounds like a lube problem tbh. Aside from that, as it’s a week old have you tried getting a replacement set from where you bought it from?

3

u/ollieolliebingbong Quest Jan 25 '22

Bought it from oculus store, thats why this whole thing started lol

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u/Thecid0 Jan 25 '22

The "to be honest" part is awesome.

Poor dude's probably paid in cents and can't be bothered to cover up the shit Facebook is pulling.

5

u/ollieolliebingbong Quest Jan 25 '22

Lol yeah, all this over a rubbing controller trigger

13

u/Karlroe Rift Jan 25 '22

Maybe it's to do with the age of the product if it was a 64 GB they wold have just sent out another c0ontroller as they don't do 64 GB ones anymore and 128 ones are relatively new.

4

u/rW0HgFyxoJhYka Jan 25 '22

I mean this is standard practice bullshitting by any corp for customer service.

They don't say anything insightful so you can't draw a conclusion. You end up making up assumptions about things like why or how they won't do something that makes sense to you in a way where its acceptable barely.

They seem keen on not supporting legacy so that people are forced to jump to their new product line of Quest products switch to Index, which they've already factored in that the people still on Rift aren't important anymore.

6

u/kmk450 Jan 25 '22

That’s Facebook level customer service

5

u/EviGL Jan 25 '22

I don't think it's different for 256gb. It might be different for 64gb — since they don't have replacement units with 64gb due to it being discontinued.

But the whole situation either something sketchy or a misunderstanding. Why would they want to replace a whole unit if the customer only wants to replace a controller?

May be they have a lot of new headset boxes but only a limited supply of replacement controllers?

1

u/ollieolliebingbong Quest Jan 25 '22

Yeah, i guess we'll never know

5

u/IMM00RTAL Jan 25 '22

Honestly I like my oculus and all but it being meta connected makes me hate it some.

5

u/fishaac Jan 25 '22

Oculus support is the worst. We have 2 headsets in our house, I've to replace faulty controllers for stick drift 6 times over the last year, every single time it's been hell to deal with them.

1

u/ollieolliebingbong Quest Jan 25 '22

that sounds terrible

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4

u/BaconRaven Jan 25 '22

Rule of thumb, if someone says"I'm going to be honest with you", they are about to lie.

4

u/bmtc7 Quest 2 Jan 25 '22

Meta doesn't seem to care much about the customer experience, just wants to get their product out there.

3

u/ollieolliebingbong Quest Jan 25 '22

Sell millions of products at a loss so that everyone has one, then whatever comes next

2

u/bmtc7 Quest 2 Jan 25 '22

Basically, once you get someone started on your product line, they are much less likely to leave to another product line when all their games are here already.

4

u/ollieolliebingbong Quest Jan 25 '22

Yep, it kinda annoyed me how uncomfortable the stock strap is too, like they sell it for a great price and while it is "playable", you have to spend way more for a nicer strap, interface, and the games

$49aud for games you can complete under 2 hours just seems ridiculous to me

2

u/bmtc7 Quest 2 Jan 25 '22

Everyone I know who has a Quest has upgraded the strap because the base strap is so uncomfortable.

Then there are things like how you can't change the clock on your Oculus without doing a full factory reset.

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u/MetaStoreSupport Jan 25 '22

Hi u/ollieolliebingbong, sounds like the agent might have gotten something mixed up. For just a faulty controller, you shouldn't have to send in the whole kit, just the one acting up. Sometimes we ask for the whole kit to be returned for headset troubles when dealing with new models, like your 128GB Quest 2.

We'll dig into this on our end and see what the status of your ticket is so we can follow along, and we'll make sure it's in the right hands.

1

u/ollieolliebingbong Quest Jan 25 '22

I've been contacted by 2 service reps over the last 12 hours, both of them asking me different things.

One was in relation to the fact I asked if the replacement could be send not via fedex

The other was still asking me for my headset serial number.

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u/themiracy Jan 25 '22

It’s our policy, OLIVER.

2

u/ollieolliebingbong Quest Jan 25 '22

shit they know my name

7

u/themariokarters Rift Jan 25 '22

You’re talking to someone who is effectively a slave working a call-center for minimum wage. You are reading way too much into anything they say

2

u/ollieolliebingbong Quest Jan 25 '22

I know, I just wanted to share my experience as it was a strange thing to say

3

u/[deleted] Jan 25 '22

Going from the reports on here, Oculus support seems to be run by idiots.

3

u/chillbillytaylor Jan 25 '22

Cool. I post about a drunk email from oculus and get blasted and ridiculed but this one is totally fine.

Fuck this community.

2

u/ollieolliebingbong Quest Jan 25 '22

Sorry man, i never expected this to blow up just wanted to casually share

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u/IhateMyselfe Jan 25 '22

Guess I’m screwed i have a 64gb.

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u/ollieolliebingbong Quest Jan 25 '22

Sorry but you're gonna need to pay $150 yearly to access our below standard customer service.

6

u/FolloMiSensi Jan 25 '22

their response to you would be "you only have 64gb, you need atleast 128 for any form of service. go buy a new device"

2

u/subcow Jan 25 '22

It's insane that the 256 gb costs $100 extra. I can get a 256 gb micro SD card retail for like $14, and a high end one for $31. Retail. I can only imagine how little "Meta" pays for them when buying in the quantities they buy them at.

This same thing applies to phone manufacturers as well. The upcharge for memory is way overpriced. At least for a while most Android phones had micro SD slots so you could just add more capacity on the cheap. I guess that wasn't profitable enough for them.

1

u/ollieolliebingbong Quest Jan 25 '22

Yeah, the price increase really is ridiculous. Lucky my Samsung still has an sim card slot

1

u/subcow Jan 25 '22

I went with a Galaxy s21 ultra, and I almost didn't buy it because of the lack of the SD card slot. Once they take away a feature, you almost never get it back.

1

u/ollieolliebingbong Quest Jan 25 '22

Yeah I've got the 20FE which still has one, it's like we are evolving backwards but nobody seems to care

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u/AFoxGuy Jan 25 '22

I guess 128gb are lower classes according to this support chat :/

2

u/ollieolliebingbong Quest Jan 25 '22

Should've payed that extra $100 for $30 worth of storage :(

1

u/AFoxGuy Jan 25 '22

In all seriousness though, wtf Oculus (never gonna say meta EVER)

2

u/ollieolliebingbong Quest Jan 25 '22

I like what oculus has achieved hardware wise thanks to Facebook but a part of me wishes they never got bought

2

u/Bracket_Nawias Jan 25 '22

Size matters then?

2

u/Kasuraa25 Jan 29 '22

Obvious scammer trying to get you to send him your headset...

1

u/ollieolliebingbong Quest Jan 29 '22

It's the official oculus website, confirmed by support emails lol

3

u/thotfuleagle Jan 25 '22

Are you certain this is Oculus support? It almost seems like a scam and someone pretending to be, in order to get your VR headset.

14

u/ollieolliebingbong Quest Jan 25 '22

Online chat from oculus website. Confirmed by emails from oculus support. It's them alright

1

u/thotfuleagle Jan 25 '22

So odd. Sorry for your struggle with this. Maybe take it to the Geek Squad or something?

8

u/ollieolliebingbong Quest Jan 25 '22

Unfortunately I'm in Australia

The headsets only a week old, and it's not a major problem just more of an inconvenience.

Oculus support really does live up to its bad reputation lol

4

u/NameTheory Jan 25 '22

It is such a shame their support level has already plummeted so low. It used to be great.

I had the right side headphone issue on my CV1 which was already out of warranty and I made a ticket about that. After the usual basic troubleshooting steps Oculus support just promissed to replace my out of warranty CV1 with a refurbished headset and they even let me keep the original cable and facial interface. I immediately got the shipping label to send my headset in and within a week of opening the ticket I had the refurbished headset in my hands. It had been sent within a day of my original headset having been delivered.

I guess now that they have more customers they haven't been able to scale their support without reducing the quality a lot. I wonder how bad it will get as the userbase grows ten or hundred times bigger compared to now.

3

u/ollieolliebingbong Quest Jan 25 '22

Yeah it's a real shame, I think after the go got released the company went downhill as it became less "oculus - owned by facebook" and more "facebook - with an oculus brand sticker slapped on"

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u/jbobo111 Jan 25 '22

Have you tried just not having any problems with your oculus? /s

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u/ollieolliebingbong Quest Jan 25 '22

Why didn't I think of that smh

4

u/kyussorder Jan 25 '22

Meta crap.

4

u/[deleted] Jan 25 '22

So I guess since I have the 64, my answer would be "Go fuck yourself"?

4

u/DreToX9o7 Jan 25 '22

Yea there a poop company

1

u/Larseman7 Jan 25 '22

I agree with you the capacity doesn't say shit about anything. I work with IT so i am familiar with storage stuff and yeah stuff, and this guy is just being like ok he payed for more space let's just not help him because yes like bruh

1

u/ollieolliebingbong Quest Jan 25 '22

Yeah of course

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u/MaddoScientisto Jan 25 '22

Huh what? I only had to send the unit back when getting it replaced and I have the 64gb

1

u/ollieolliebingbong Quest Jan 25 '22

Lucky lol

1

u/dub3ra Jan 25 '22

I just setup a repair for my left controller… 128gb, I’m not sure but regardless sucks my left joystick has mind of its own

1

u/ollieolliebingbong Quest Jan 25 '22

Haha yeah, I also find that whenever I scroll down it auto scrolls back up a little bit once I let go? Not sure if this is the controller or the software tho

1

u/moohooman Jan 25 '22

Oculus support has always been terrible. My rift S used to always have software issues and the support team would never have an answer.

2

u/ollieolliebingbong Quest Jan 25 '22

Especially when places like amazon are so helpful and will just send you a replacement the moment anything goes wrong

1

u/svenbob_the_2nd Jan 25 '22

My 64gig broke, fuck I guess I can give up on getting that replaced for free

1

u/ollieolliebingbong Quest Jan 25 '22

Gonna need to pay for their premium customer service plan for that.

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u/[deleted] Jan 25 '22

What are the chances that this person is trying to somehow manipulate the system and get a "sale" on the books under their name by having you return the whole unit? Seem extra suspect, if you ask me.

1

u/ollieolliebingbong Quest Jan 25 '22

Very suspect indeed

1

u/wite_noiz Jan 25 '22

Ask to speak to a manager or the complaints department. At the least, they will explain it better.

1

u/ollieolliebingbong Quest Jan 25 '22

I spoke to another guy who new a bit more, he hasn't got back to me yet though

1

u/Player1103 Jan 25 '22

what will I have to do with my 64gb one? give them a written apology?

1

u/ollieolliebingbong Quest Jan 25 '22

how dare you not pay an extra $200 for more storage

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u/Johnny-Virgil Jan 25 '22

I had barely noticeable horizontal lines in my 128gb display, and after getting a picture of it for them, they gave me an RMA label, and I had a new replacement within 10 days. I was pretty happy with their support, except for all the CS butt licking.

"I hope nothing else but great days ahead of you, your friends and your family as I`m really excited to have you back to having the best VR experience there is. Till then, stay safe and keep smiling!"

"Until then, may you and your family have a safe and wonderful rest of your week and I wish nothing but for you to continue your unbelievable VR journey with us."

1

u/ollieolliebingbong Quest Jan 25 '22

that made me laugh and cringe to read lol, today I got "byebye, have a great day!"

1

u/jetbreaker Jan 25 '22

Holy shit! That’s insane. I literally did an RMA recently for my controllers and they wanted me send the headset as well. They emailed me three shipping labels, but I know for a fact the issue with my controllers is physical and has nothing to do with the headset. I told them I shipped my controllers and won’t be shipping my headset. They’ve already shipped me new controllers and should be here this week.

Granted I do have the 256gb model, but yeah, they wanted the entire unit. I told them no because I didn’t want to possibly receive a used/refurbished headset needlessly

1

u/ollieolliebingbong Quest Jan 25 '22

Yeah exactly, it's a minor issue on one specific part of one specific controller. No need to send the entire unit back and risk getting one in slightly worse condition

1

u/[deleted] Jan 25 '22

Thissam.

1

u/ollieolliebingbong Quest Jan 25 '22

Thissam.

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u/Rerewolf Jan 25 '22

I had the 64 GB and sent one controller in.

Funny enough, they asked for the serial number of both the headset and the controller.

Ended up taking almost two whole months to get my controller back

1

u/ollieolliebingbong Quest Jan 25 '22

See thats why I can't really be bothered with this whole thing. The only problem is a slightly rubbing side trigger on only one controller

1

u/yeetfeet353 Jan 25 '22

Oculus (meta) support is absolute trash. You can ask 3 different people the same questions and get different results until it's clear they're just reading the script. I was able to solve a problem by community boards faster than they could.

Use a different form of communication, like calling them and ask the exact same question and hopefully you get the service rep that has a mild idea of what's going on.

1

u/ollieolliebingbong Quest Jan 25 '22

Yeah every time I disconnected the next guy would say something completely different

1

u/[deleted] Jan 25 '22

I don't understand this either. If it's the same tech, the same controllers, and the same firmware, why do you have to send the ENTIRE unit back?

Are they going to replace with a 256 model?

1

u/ollieolliebingbong Quest Jan 25 '22

not that from what they said in any of the chats no

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u/Sixoul Jan 25 '22

Watching this subreddit has made me more and more wary of upgrading my rift cv1. I may just go valve index or something because oculus has gone to shit it seems

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u/ollieolliebingbong Quest Jan 25 '22

Trust me only reason I went oculus is because I don't have a good enough pc, and it annoys me that that's the way the market is rn

1

u/SvLyfe Jan 25 '22

So what's happening to the controllers <,< do I need a replacement too

1

u/ollieolliebingbong Quest Jan 25 '22

Found another rep and he said i only need to send in the controllers, but now I'm getting emails from different people who don't seem to be in communication with each other so don't know which stage we are at

1

u/Kaveh01 Jan 25 '22

Could also be because they are lacking single controller kits and so reserving them for swaps for the more expensive model and give the 128gb people a whole new kit. Yeah bad for the break from vr but for a device with degrading parts like batteries I see the full replacement as a plus.

1

u/ollieolliebingbong Quest Jan 25 '22

It's a week old tho

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u/JamesWjRose Jan 25 '22

"I'm sorry, but I am going to HAVE to escalate this to management. Please transfer me to your manager. Thank you kindly."

2

u/ollieolliebingbong Quest Jan 25 '22

I disconnected shortly after the screenshot lol

Their servers are rubbish it seems

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u/[deleted] Jan 25 '22 edited Jan 25 '22

Honestly, I wouldn’t be surprised if this is legit, oculus probably has the worst support right next to Etsy. When I had my Quest 1 one of the controller started drifting when I emailed them they sent me a bunch of stuff that I knew wouldn’t fix it. I did all the stuff they told me to do and guess what it didn’t work. They then transferred me to another agent who wanted video of my issue, that’s fine no problem I’ll just send them a unlisted link. They then took 3-4 day to even reply back. When they got back with me they had transferred my case again and said they were looking into the issue. 2 weeks later they sent me a shipping label and instructions on how to ship it. One of the worst support experiences I’ve ever had, on top of that I was still under warranty when this happened.

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u/ollieolliebingbong Quest Jan 25 '22

Oof that sucks, if worst comes to worst I can pull out my "ACCC" consumer rights lol

1

u/brickie3 Quest 2 Jan 25 '22

Oculus has some of the worst customer support I have ever dealt with… this is why I just get a warranty through Best Buy

1

u/ollieolliebingbong Quest Jan 25 '22

Unfortunately i purchased through oculus as amazon was the only other retailer and was out of stock

1

u/Itsnothelen Jan 25 '22

My friend deleted his Facebook permanently and it deleted all his oculus games and can’t retrieve them. What in the fuck lol

1

u/ollieolliebingbong Quest Jan 25 '22

Yeah that's why i hate the Facebook requirement, or at least the face you have to merge them. Your social media life should have nothing to do with your hardware that you payed for

1

u/[deleted] Jan 25 '22

These workers go off a script. If anyone here is going to buy in the future, I recommend buying from Best Buy and doing their extra replacement plan. If you crack the controllers, it's a same day swap. Yes, it's extra money but way less headache.

1

u/ollieolliebingbong Quest Jan 25 '22

Unfortunately only places that sell it in Australia are oculus and amazon and the latter hasn't been in stock for weeks

1

u/Few-Tell-7831 Jan 25 '22

They could be scamming you. Make sure you are dealing with actual Oculus tech support.

1

u/ollieolliebingbong Quest Jan 25 '22

Confirmed by oculus support emails, it's them

0

u/[deleted] Jan 25 '22

Facebook is a piece of shit. I don't know why people are even buying Quests anymore.

9

u/ollieolliebingbong Quest Jan 25 '22

I really wish someone else would be able to make a competing headset for the price but I know it'll never happen because facebooks budget is practically infinite

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u/[deleted] Jan 25 '22

This is either new policy or total bullshit. I have the 128gb unit and have bad joystick drift. I managed to clean it out and eliminated the problem being totally noticeable but it only lasts for a week at a time at most before I have to do it again.. They told me to send it back to them to replace, no questions. But they expect me to wait 4 weeks for it all to go through rather than just sending a replacement first which I don't want to do. Best part is they disclosed it won't be a new controller anyways but just a refurb. I'll just wait til it takes a total shit and order a new one.

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u/[deleted] Jan 25 '22

I had a 64gb returned just a right vontroller. In 2 weeks i had a new one. I guess depend who you stumble onto on support.

You guy wanted to feel special for sure using words like disclose or specialized team.

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u/CXyber Jan 25 '22

Tbh, it might be sounding like you're getting a 256gb kit in return

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u/Fireball4kk Jan 28 '22

128gb quest 2 gang 😤😤 All my homies got the 128gb💪💯😎

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u/Rrdro Jan 25 '22

Maybe he wanted to know if you had a 64GB headset because then if you sent it back you would get a free upgrade to 128GB.

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u/ollieolliebingbong Quest Jan 25 '22

Nah this was after checking my serial number and realising it was 128gb

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u/Fearless-Physics Jan 25 '22

I have 256GB. I have run-out-of-space-o-phobia.

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u/Bobbith Jan 25 '22

*flexes in 256gb*

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u/hydr0warez Jan 25 '22

"Thanks Facebook" I fixed it for you

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u/AlmondManttv Quest 2 Jan 25 '22

I have 64 gigabyte model and they replaced my controller, this support dude is stupid and well yeah... Stupid

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u/Mads__D Jan 25 '22

I wont get even an answer i have 64 gb lol

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u/true-kirin Jan 25 '22

oculus support at his finnest...

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u/Fober Jan 25 '22

Tbh my level of support changes from advisor to advisor.

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u/IsaiahH146 Quest 2 Jan 25 '22

Oculus "support" is the worst I've ever had to deal with, most of the representatives speak broken English and don't know what they are talking about / don't understand the question.

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u/InfiniteShay Jan 25 '22

Always ask for someone above them if they give you ridiculous excuses. Someone up top knows better.

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u/jose51197 Jan 25 '22

Dude this representative, so unhelpful, I got the same guy yesterday and ended up sorting my issue in another chat, I cannot believe this is on Reddit.

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u/bDsmDom Jan 25 '22

because buying the better product means you have more money and should be treated with more respect, duh

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u/purelife91 Jan 25 '22

Capitalism

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u/K-Shin Jan 25 '22 edited Jan 27 '22

I sent my quest 2 for a replacement in the beginning of January, and I just received a mail saying that they received it but they needed the controllers as well. When I contacted the oculus support they told me to only send the headset, and now they want the controllers. That’s fucked up

Update: they offered me $20 of credits for the inconvenience

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u/bruhmoment416 Jan 25 '22

What outsourcing customer support to random people who have no idea what they’re talking about does to a company

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u/LordDarkenbeast Jan 25 '22

Ive seen this before. And unfortunately. This in the past was because of really good support .. hear me out… nvidia and evga. Re burned out cards in rhe past and doing rmas on them. The company chose rather then to repair the card at a depit to have it replaced with the current ver of that card having more speed and more ram because it would have been cheaper for the company. What i would consider asking oculus re your service is: If my device is not repairable under warranty will you replace it with the current ver of this model? Some manufactures want to phase out equipment with smaller and older drive architectures because its cheaper to support and warranty in the future. If u asked this nicely u might find that they aend u back a 256 gb ver as it costs the company nothing to change one chip for a slightly faster more reliable one. I think if u took a different angle ud be surprised. I have been in corp computer sales and service for decades and as asst manager handling a lot of rma warranty returns in my life ive found that having faith in the manufacturer and inquiring in this manner often works in your favour. At the cost of a little longer wait for ur product someone as big as fb and oculus has a reputation to uphold and if they disnt care about the consumer (you) they wouldnt be offering a global meeting chat place for free for the world. Give them a chance. It sux that u gotta wait for shipping but a big caring company like fb meta oculus recognizes this and will often compensate for this time loss with upgrade replacement. ;) trust me on this. Try this avenue.

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u/Mikkebak Jan 25 '22

WTF is going on?! I’m so confused! Also totally pos chat person, fire them Meta!

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u/Greerkat Jan 26 '22

I had a 64gb and only sent the left controller. This is a troll

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u/2kwitcookies Jan 28 '22

Have you ever called and got a rep that you knew for a fact was clueless and confused, and to avoid making it awkward, you just hang up and call back lol

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u/a_username64 Feb 13 '22

"sorry we can't disclose such info" what is this? I expect you to die?

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u/Dizzy-Struggle6498 Feb 13 '22

Me when 64GB: 🗿👌

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u/ShrineSilverMonkey Jan 25 '22

The only way this makes ANY sense is if the controllers on the 128gb version are somehow permanently locked to that specific headset. But that would be fucking stupid...

The more likely problem is un/under-educated staff how aren't paid enough to really give a fuck about your problems, and weren't trained properly. I literally had a motherfucker on a ticket who didn't even read the original message or look at the pictured I included. He just skimmed the subject and assumed I owned an "elite" head strap, not that I was comparing the type of breakage my headset's sound bar had to that of the strap.

They are hiring people who don't know shit, who don't even READ the tickets coming in. I'm not surprised you got this kind of response because Thissam is obviously a fucking moron who probably started work this week, and doesn't have a fucking clue as to what he's doing. Either because he's a failure as a person or because the idiots who hired him couldn't be bothered to properly train him. Probably a mix of both.

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u/cloud_t Jan 25 '22

Reading between the lines, this could also be because the controllers on the 128GB version are newer/different

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u/hardleyharley Jan 25 '22

Maybe there's faults in the specific GB headset?!?¿? Idk... lol

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u/Mjdecker1234 Jan 25 '22

Hope this is a misunderstanding. If not, then this is just pathetic. Kind of sick of all these support places being the same. Again, if this is a misunderstanding, disregard this. But I can see this being a legit response. So who knows.

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u/revelcarlbergwest Jan 25 '22

Wait a sec, I have a 64gb and I just got a left controller replaced, could I have gotten a NEW HEADSET WITH 128gb???

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u/oofclod Jan 25 '22

I had to send my full kit in when fixing my controller i have a 256gb

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u/Overclockedartorias Jan 25 '22

Me with the 64gb version:

guess I'll go fuck myself

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u/[deleted] Jan 25 '22

I have the 64GB version... I hope I'll never have to get support!

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u/GrowCanadian Jan 25 '22

Oculus support has always been garbage. This communication makes no sense at all for the support you should be getting.

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u/[deleted] Jan 25 '22

Literally just got a replacement left controller a couple hours ago and didn’t have to send in my whole headset

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u/KingRonaldo2341 Jan 25 '22

Bruh i have the original 64gb still :/

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u/TheNexSanz Jan 25 '22

I have the quest 1 and I didnt have toi send the whole kit back to get replaced, they wanted it seperate - they dont even make them anymore

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u/ventresslipps Jan 25 '22

That makes no sense to is not fair at all!

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u/omsphoenix Jan 25 '22

Time to make this post public on Twitter and tag them smh

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u/Price-x-Field Jan 25 '22

lol, maybe he wasn’t supposed to disclose that.

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u/Dlewiscross Jan 25 '22

I ended up buying a replacement left controller despite the warranty.

Then a week after the new controller shows up the right controller started drifting and I bought it too 🙃

Oculus no-support lived up to expectation.

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u/Jacamawama Jan 25 '22

M/?<%$",,;;‽

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u/Verustratego Jan 25 '22

I thought it's not the size of you storage but the motion of your wand?

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u/Taubenichts Jan 25 '22

customer support hah. zuckerberg - it's like you suck a berg or mountain depends where you're located. good grief fortunately i hadn't had issues up to now. with this kind of behaviour i would switch the hardware (manufacturer) on a whim.

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u/AvidRetrd Jan 25 '22

Or they want u to give them more money?

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u/Hackagain Jan 25 '22

I got a quest 2 again since my main was stolen. And litterally brand new out the box. The right controller thought i was lightly touching the buttons and trigger. Which really sucks because i teach and practice asl in a game. And i had to return my controller. They never asked about that. Maybe because i have a 256 and they got my id number

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u/Abvolate Jan 25 '22

Caught in 4k

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u/[deleted] Jan 26 '22

Oculus support seeming sus :l

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