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.
Karen Cusimano commented
My headset is two year and two weeks old, and is in mint condition. I tend to be very clumsy in VR, so while my cable currently is still working, I am extremely concerned about the ability to NOT get a replacement for it should it go out. They really REALLY need to figure out a way to supply cables to the folks that are out of warranty, especially ones who just bought in the last couple of years.
I've done nothing but rave about my Rift since I got it two years ago, and have always said that it would take a serious customer service breach for me to want to change to a different brand. If they don't resolve this, THIS is that customer service breach that's going to send me elsewhere.
Mark Collins commented
All legal stuff aside. I mean, come on! **** move oculus!
EU Law requires them to continue to offer service and repair for product sold in the EU for 7 years from the date the last product was manufactured or sold. My dog ate my cable but I still have a legal right to purchase a replacement for 7 years from when I bought my Oculus. If Oculus want to take money from EU customers and trade in the EU then they must comply with EU law. (Also, the default opt in on this uservoice page is not compliant with GDPR! )
That cable design is the biggest joke, there are so many things i love about the Rift and but the custom HDMI cable was the worst idea. Cables get lost, break, degrade... you dont want to whittle away you're already slim customer base with bad ideas like custom cables but since you did, you better make sure we can buy replacements whenever we need them for years to come.
:/ I haven't had my headset more then 2 or 3 years so it will be very upsetting to throw out something this expensive if the headset or cable break. Please Support this longer by just selling cables at least.
The cable at the very least needs to be available for purchase, I am very disappointed in Oculus taking this path!
I am not naive enough to expect indefinite support but I think spare parts for a minimum of 12 months after being pulled from sale shoud be a legal requirement TBH. (And good customer service would be parts for 12 months after ALL units were out of warranty)
Edit some comments may be missunderstanding where we are. There ARE spares for headsets in warranty it's is just those out of warranty who are boned (which still sucks)
Shame on Oculus
unbelievable they should be providing a full refund to any users that have an ipd not in range of the Rift S and that just bought their rift within the last year.
I purchased my Oculus rift in February 2019. This is ridiculous that you cannot get parts and the unit is under warranty. I will be opening a ticket to have mine swapped out to rift S. In Canada you have to provide parts during the warranty period they are in violation of the Consumer Protection Act.
Please... my CV1 cable is almost dead!! Only 2 years old...
Fully support this. Its too bad that cable that easily can be ruined should be able to brick valuable equipment like an HMD.
Make it so.
Virtual Boy commented
Supported. If my cable fails, I will likely look at other companies for future VR headsets. I shouldn't have to worry about an essential part being unavailable on a headset that was Oculus' main offering up until a few months ago
Titan Pilot commented
I support this too, my dog just chewed up my headphones. Luckily I had a pair of earbuds on standby for if the headphones ever died on me but I cannot buy a new pair of headphones anymore
I fully support this. It doesn't seem fair to us end users to have to upgrade to an entirely new headset for a hefty cost if our current cables become unusable. This also makes me wary of purchasing new Oculus products in the future.
Please make the CV1 cables available again. Thanks.
Fully agreed. While I've purchased a Rift S (because my CV1, while working, is in frankly a deplorable condition), I can't in good conscience continue supporting Oculus if replacement cables and repairs aren't offered to a reasonable timeframe. I've no guarantee this won't happen again with the Rift S.
CV1 owner, still waiting on the opportunity to buy a replacement cable. Oculus, if you want to save your reputation and guarantee good publicity, ship replacement cables for the CV1 and start doing it soon. I speak for many when I say that several of us are not going to be switching to the Rift S or the Quest for a LONG time, if ever. We are more than happy with our CV1s and will do everything we can to maintain and care for them.
That being said, in order to keep our HMDs operational, some components will, naturally, need to be replaced over time. Cables are especially prone to wear and tear, and should be replaceable at the drop of a hat. You can't just launch a product and act like it never existed 3 years later. You have shipped hundreds of thousands of Rift units to the general public, many of which WILL inevitably experience faulty components in the near future. If you think that using this as an opportunity to push more Rift S units out the door to people who don't want to buy them is the best way to mitigate this situation, you're making a grave mistake and betraying the loyalty and trust you worked so hard to build with many of your customers.
LET US BUY REPLACEMENT CABLES FOR THE RIFT CV1.
Failing the supply of cables if it really comes down to that, at least offer a professional repair using existing active connectors