Continue selling Rift (CV1) cables
Rift CV1 owners are concerned at the recent decision to stop selling the Rift CV1 accessories only 6 months after the sale of the last headset. Of particular concern is the lack headset cable which is probably the most fragile component. The expectation that we should buy a whole new headset if this $50 part fails is a major concern.
Many circumstances can occur outside of warranty conditions like
- pets can chew this cable
- accidental twisting over time fatigues the cable
- accidental falls can pull the cable from the PC
All these circumstances are not Oculus' fault and should not be handled under warranty. However the end user do have the expectation that they can repair a commonly failing part for their headset.
Consumer rights in the USA are very weak and favour companies over consumers. However in the EU, Australia and New Zealand the laws state that spare parts should be available for a reasonable amount of time after the product is discontinued. 6 months is not very reasonable considering that most users have an expectation that PC components should last between 3-5 years.
A survey of 250 Oculus users seems to suggest that most Rift owners expect to get approximately 4-5 years from their headset
Source of results can be found in comments for above image.
Many of us understand that this cable was possibly being made by a third party who has made the decision to no longer supply them to you. However you made the design decision to go with a proprietary cable so unfortunately the onus is on you to abide by consumer laws and will have to either make freely available design specifications and connector patents so a 3rd party can make them or source a new supplier for this cable so you can sell it yourself.
Your quality end user support compared to other VR headset vendors has earned you a great reputation in the VR community in recent years. This quality support has definitely helped accelerate the growth of your marketshare with as Oculus owners recommend your headset to family and friends based on how good your after market support is. Please don't tarnish this reputation and abandon the early adopters that have helped to grow your ecosystem. We want to remain Oculus customers but it becomes the standard that headsets (including the Rift-S) will be abandoned 6 months after the product is discontinued from sale many of us will have second thoughts about buying future Oculus products as well as using the Oculus store.
Chris Medders commented
I am extremely disappointed that Oculus has decided to stop selling the CV1 cables. It's obviously something that is still a needed product and is bad business to not still provide this product. I urge you to make the CV1 cables available once again. I have been so happy with my Rift until I found out about this unpleasant decision.
So how do we make Oculus "care" about providing cable replacements to current customers?
Francisco Manuel Liviano commented
The build quality of this device leaves a lot to be desired, not to mention the spare parts policy.
My CV1 is just over two years old. After a year using an external cable to "fix" the audio issue, now my CV1 is dead because of the video cable not working.
I have sent a ticket to Oculus support, they have requested me some pictures of the cable and the connections, and now I am waiting for an answer, but I am not optimistic. Since there are not spare cables anymore, I am out of virtual reality. I am not going to buy other HMD every two years just because they stop selling spare parts.
I agree. My friend recently broke his CV1 cable and has gotten no word from Oculus for a resolution. We’re in Australia as well so consumers have rights
Francisco Manuel Liviano commented
I bought my CV1 a little over two years ago. The sound cable stopped working a year ago. I managed to fix it more or less with an external cable but now is the video cable that does not work. The worst part is that Oculus does not sell spare parts for it anymore.
This is a shame, Oculus, this is a shame.
Jason Blanchard commented
There's no way I'm ever spending a penny on another Oculus product if you can't even keep spare parts for sale for a reasonable amount of time. That's ridiculous.
Ed Yepez commented
I'm sure Oculus has heard this, but there is no way I will upgrade to a Rift S (or any other Oculus product), if the support (cable supply) is the same as the Rift CV1.
Has anybody tried a rift S cable in a rift? I already have to use an adaptor cable for HDMI to Display..
so physically it would connect.
A hmd shouldn't be rendered useless by a broken cable
Bought 2 Rifts (one for each of my teenagers) last Christmas and the cable on one is damaged from twisting. It's under the warranty period but is clearly due to not caring for the cable correctly. But to not even offer a replacement option for something that is less than a year old is a pathetic business practice. I bought the Rifts based on other users' past recommendations. If you can't sell new cables, at least create some type of adapter than will work with industry available cables and sell those at a reasonable price so you can still milk your users of some profits based on your poor design. If this is not resolved in the coming months, this will be the last Oculus product I ever buy - period.
Frazier Gaines commented
I will not be buying an Oculus Headset as my next HMD because of this.
Ben Kellermann commented
I frequently show off my Rift to friends - some of whom have then purchased one. My cable may be the cause of my current issue of flashing black / static and I cannot find a replacement. If this post is true and they are still not being manufactured in an apparent attempt to get one to upgrade, I believe it's bad business practices and can no longer purchase nor recommend Oculus. Please advise if and when this policy changes. Thank YOu
Morris A. McCormick commented
I will state that the companies policy on no replacements (or sale) of cables for Rift "out of warranty" is criminal. The product lasted less than 2 years and now the option given was to repurchase an entire unit (OF THE DISCONTINUED-UNSUPPORTED MODEL)from them at a discount. If this is the mindset, then I would agree with others it is time to move on to a new platform. There are many things wrong in "good ole' USA."
Also, I recommend everyone here join me and take to social media campaigns over Twitter, Facebook, Reddit, Instagram, and any other networks you participate in. @mention Oculus and turn up the heat. Dont worry about what people say, just hit Oculus' reputation where it is public. If Oculus doesnt cave to its paying customer's pressure, then their online brand can be knocked a peg to represent their market ethics.
Suggested theme: CV1 is now Wireless! Catchy headline aint it?
Oculus did admittedly have pretty good support. But the situation with no replacement cables is not acceptable by any manufacturer standards. They unethically passed their poor business decisions to their customers. They should be sued in markets where there are protections for these sorts of shenanigans. For the most part, I'm a lost customer, but I still expect a cable regardless. Just might open up a sliver of loyalty.
Neil Stewart commented
If there in't a replacement cable made available soon then I will not be purchasing future Oculus products. Its that simple.
Arnab Fan commented
I'm playing less these days. because I'm scared if my cable broke, my Vr gone.
Same here... broken cable. I've purchased 3 of these previously... this is a hefty investment just thrown away: $400 for the initial headset purchase, $100 for extra sensor, $150 for multiple replacement cables when my teens twisted them to the point of not working anymore, and easily over $800 in vr game/experience purchases. I have a lot of money invested in this. And (when the cable was working) used it every single day, for hours. When my boys broke this last cable (about 3 months ago) I told them I wasn't buying them another... unless they saved up and contributed for the replacement... little did I know Oculus would stop supporting/stocking it! I'm baffled!!! Had I known I would have stocked up ahead of time!!! We had every intention of buying the Rift S and the Quest for Christmas (so we could be more mobile and more than one can play at a time)... but now I'm rethinking that idea. It was bad enough learning I'd have to repurchase games just to play them on the Quest. But to have zero alternative on the device we already have that's now rendered useless, It saddens me deeply. We've been very loyal customers to Oculus from nearly the beginning. I can't believe they aren't making this right... or, if they are planning on making it right... why aren't they communicating their intentions so we can have peace of mind that these are going to be available again (w/ an ETA). We're not asking for free equipment. We're paying good money for them. Don't leave us in the lurch. You're going to lose those who helped make you the success you are now. That's a pi$$ poor thank you.
Michael Claridge commented
I was seriously thinking about a Rift S for my son this Christmas. Sorry not going to happen now.
Absolutely atrocious state of affairs that people can be left with unusable headsets due to a lack of aftercare from a company of this size. The irony is its the very people who took the leap of faith with vr and who without their early adoption the rift would have been dead on arrival, now it appears oculus are more interested in ******* about with gimmicks like finger tracking on quest. Apparent they cant keep up with demand on the quest.
All very well but don't forget who got you to this point in your road map.
This is what they sent to me:
I agree it sounds like a problem with the cable based on the troubleshooting you have completed.
Please allow us some time to investigate our options for you since you mentioned you are out of warranty.
We will get back to you as soon as we have more information.