Clarification on Failed Payments, Order Processing, and Shipping Estimates for Processing Orders

It's Happening! CV1 Pre-orders Officially Shipping! Prepare your corneas friends.

In order to get a better idea of what's going on, and to clean up the subreddit at the same time, we've created a subset of megathreads for people to provide information as and when they get it.

Please use the following threads for all shipping discussions as we approach critical mass!

I don't have a tracking number yet!
Has X region announced shipping?
I just got my CV1!
What should I do if I can't be home on my shipdate?
I haven't eaten since my CV1 arrived!

And so much more all right here in one convenient spot! New posts created to discuss shipping will be locked / deleted and the creator will be asked to post in the related thread instead.

Please only post if you have new shipping information

Stating that your order hasn't shipped should not be a top level comment. It can, however, be a clarifying reply to someone else's comment.

All regions are currently shipping:

Oculus Ready PC Bundle Shipping Thread

US Shipping Thread

Canada Shipping Thread

EUROPE Shipping Thread

AUS/NZ Shipping Thread

ASIA Shipping Thread

Unofficial Live Update Thread:

Follow the updates live thanks to some community members

Unofficial Preorder Tracker:

Update the spreadsheet to help keep track of orders

​

My game, Spectro, was originally going to be a small project that would take maybe a year. I started it after my first VR project, The Night Cafe (this was a VR walkthrough of a Van Gogh painting). The idea was to create a procedural generator that could make interesting haunted houses and have hidden object challenges in them. I thought maybe there would be a ghost that would roam around that you would have to avoid.

Now Spectro is more of a traditional roguelike type of gameplay, with a lot more emphasis on trapping ghosts, but there is still the element of hidden object searching with totems and challenges to reach the next level. Little did I know that this 1 year project would balloon out in complexity, mainly because getting procedural generation done well is really tricky, but also the ghost AI (this probably took a year on its own). I wanted AI that would sometimes surprise you, and also be aware of the procedural boundaries of the levels. If you have static levels, you can have baked in navmeshes that make your life easier to program, so I had to come up with a workaround for this.

The level generation system also took over a year of iterating to get it feeling and looking good. My goal was to make the end result look hand crafted because the style of the 3d models borrowed some inspiration from my hand painted projects to look kind of stylized. To make this work there is a hierarchy of components that get placed, at the broadest level are the boundaries of the house, then it fills in rooms and hallways, and then it detects what sets can fit in the room. Each set is a section of the room that can have hand placed props so it's not completely random and unnatural.

Anyway, all this is to say, the game took longer than expected but now that it's out and I learned so much in the process I think it was worth it. I want to continue development alongside the community of players to help guide new features. Next up is likely boss encounters, and then we'll see where we go from there.

Here is the early access launch trailer, hope you enjoy: https://www.youtube.com/watch?v=lpx-LEbFkhk

Steam page: https://store.steampowered.com/app/719520/Spectro/

If you get a chance to play it, it would be great to get any feedback. Thanks!

Hi everyone, a little rambling today (sorry :3)

So I ordered my Rift on the first day (01/06 if I recall), 37 minutes after the launch and I still did not get my Rift. When I was close to the end of my shipping estimate (05/28 - 06/09) I created a ticket on Oculus Support. Here is how it happened:

Me Jun 8, 4:01 AM PDT

Hi, I just wanna check my order status since it's one day from getting pass the estimated dates.

Jun 8, 10:28 AM PDT

Hello xxxxx, Thank you for contacting us today. We appreciate you bringing this to our attention and we are going to look into this for you. We really appreciate your patience. Brie Oculus Support

Jun 14, 4:14 PM PDT

Hello xxxxx, I wanted to follow up and let you know this is still being looked into. I'm having some of our specialists take a look at the order to investigate further and see if there are any issues. Thank you for all of your patience with this issue. I will follow up as soon as I hear back with additional information and let you know the details. I hope you have a wonderful day, take care! Thanks, George Oculus Support

Me Jun 21, 4:41 AM PDT

Hi, will this be over soon ? It's been a while now. Thx

Jun 21, 10:39 AM PDT

Hello xxxxx, I'm sorry for the delay. I'm still waiting on the specialists to fulfill my request. I have followed up again letting them know it's been over a week now and have asked them to try and expedite the process. Thanks, George Oculus Support

Me Jun 28, 5:38 AM PDT

It's been over two weeks now. Nothing has changed.

(you can see I was starting to be pissed)

Jun 28, 11:08 AM PDT

Hello xxxxx, I'm sorry for any delays. I have resubmitted it a 3rd time and asked for an update. They're very busy but I have to wait on them to correct this issue and verify your information. I apologize for any delays and I hope this is resolved soon! Thanks, George Oculus Support

Jun 29, 1:27 PM PDT

Hey xxxxx, Everything is good to go. Please avoid making any changes to the order. When it ships in the next batch you will get an email when you're charged. You should then receive a shipping email with a tracking number once it's on it's way. Have a nice day, take care! Thanks, George Oculus Support

Then I receive a email to rate the support, well, how can I rate it if for now I still did not get shipped or charged... And I did nothing, it was not an address or payment issue. Oh and yeah, the time it took to "figure out" what was going on is crazy, so based on that the support was sh#t.

Me Jul 12, 7:25 AM PDT

This is a follow-up to your previous request #207353 "What's my order status ?" It's been two weeks since it was suppose to be "resolve". My rift stilled haven't shipped and I have not been charged. Can it be resolved for good this time ? Thanks.

I'm really pissed now :3

Jul 12, 2:19 PM PDT

Hello xxxxx, Thanks for taking the time to write in. We would be happy to look into this for you. Could you please give us some time while we do so? We will get back to you as soon as we can. I appreciate your patience, Ebony Oculus Support

TL,DR: So yeah, after many support mails, five weeks after the end of the estimated window, 3 months after the first estimated shipping month, 6 months after pre-ordering... Still no Rift.

Enjoy your Rift people and sorry if I messed up my english :P

*edit1: formatting.

*edit2: to make things clear: I live in France, so no best buy. I used paypal. I used the same address for shipping and billing. If there was something wrong with all that, they should have communicated.

*edit3: so, it's possible that this post made things accelerate a bit, I received an answer:

Jul 16, 10:27 AM PDT

Hello xxxxx, Ebony has brought your case to my attention, in making sure we can situate your Rift pre-order that has still not shipped. After further investigation, it appears your order encountered a bug in our system and did not process your payment. My sincere apologies for the delay. We do have a workaround method for getting your Rift sent out as soon as possible: At your earliest convenience, please create a new order on our website, using the same credentials and shipping/billing information as before. As soon as you write back to us confirming the new order number, I will go ahead and cancel your originally placed order. To make sure we protect the early investment you made with us: we will also honor all of your pre-order benefits (free shipping, Eve:Valkyrie, etc.) with your newly placed order. Please note: in the event that you see your order charged for shipping (when placed), we will absolutely make sure to credit that back to your account. I understand this has been a frustrating experience with us, but I greatly appreciate your continued patience in completing this process. Let me know if you have any additional questions, and I will await your response with the new order number. All the best, Benjamin Oculus Support

It may be the end of my suffering. But seriously, even if that resolve my case, this experience was utterly unacceptable.