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.
David Humphreys commented
Going through this now, oculus have been no help, my cv-1 is essentially wasted plastic now. The rift-s will also have this problem as it's a proprietary cable. This feels like a design problem oculus are happy to propogate into their products.
Not that the Evil Facebook Empire cares, because it’s clear at this point they do not, but when you pour out the “early adaptors” and enthusiast this is a case study in how you take a leading market position and run it into the ground. I’m on countless virtual racing forums where adaptation to VR still represents a huge market potential – does Facebook really think my experience and recommendations will in any way be favorable to the Oculus brand?
Alex J Lennon commented
I was just speaking to your support representative about this.
- Oculus Rift
- Oculus Quest
- Oculus Rift-S
I am a great advocate for Oculus within my business community and have colleagues working on VR solutions.
I am extremely annoyed to find I have a working Rift which I can no longer use because the cable has given up due to reasonable use.
Even if Oculus won't manufacture these I have absolutely no doubt you could allow a third party in China to make these to support your user base.
I want to be very clear here. If I have to write off a working Rift because you won't support customers with replacement cables then I will be using your competitors devices in the future.
I am quite sure that there are many others who feel the same way as me.
You have a good product. Please do the right thing and support your users on this.
was going to buy a used rift, but most dont come with a cable and seeing the inflated price, i might as well get a different brand
Yeah Probably gonna switch off oculus my headset cable is worn down and I don't want to go through this again so yeah.
Keith Mcknight commented
Ok, unfortunately I may had hit the text limit on my previous thread so please read that before this to put the following reply into context.
Just so you know the replies are rather typical from support with no effort whatsoever to even help. Basically, your unit is dead once the cable finally fails unless some genius comes up with a solution because it isn't going to happen from Facebook.
I've managed to buy a new boxed and sealed cable as two of our work colleagues bought into the Oculus Rift after trying mine. One of them bought a second cable for an extension and realised it was incorrect cable and never returned it until I passed comment on my situation and he never uses his after buying an Oculus Quest.
I was very fortunate, but many aren't and there are no viable/affordable options either which is a huge shame. As for me, I personally will buy a different brand in the future based on the lack of support from Facebook.
Make of the next emails and replies "what you will" but one thing is for sure, support and Facebook have no interest to help resolve this situation.
This is my final post on this matter. As far as Oculus are concerned I am done with them. Any VR title I'll buy from now on will be through Epic Store or Steam.
I wish you all luck and keep safe.
Jul 12, 2020, 1:47 AM PDT
I’m hoping you can help me source a replacement cable for my Oculus Rift CV1 unit.
I bought this unit on day one release directly from your website of which I purchased a 3rd sensor to improve the VR experience for me. I have invested into over 50 games (the majority from the Oculus store) and use VR for social activities/business as well as gaming.
I bought the headset in July/August 2017 and I understand it is out of warranty. My headset is in excellent condition as I always look after my hardware and the cable looks like new as all my usage has been seated with no tears or snags to the main cable (see attached files).
Recently the screens in my headset have been randomly disconnecting or displaying artefacts of which I diagnosed it was the cable that seems to have a micro break at the point where the cable drops from the headset (see attached image showing the kink in the cable).
I have tried to source a cable from the net but seems they are no longer being produced or there are opportunistic sellers on eBay selling them for an exorbitant price which is a huge shame on the piece of tech which would render my investment completely useless.
I am very happy to pay for a replacement and I have been proactive to extend the product life by posting a temporary fix in your forums here to help others:
Keith Mcknight commented · July 11, 2020 12:22
I’m just very concerned that I’m on borrowed time with the unit and it seems raising a support is my last hope.
Any feedback to the resolution would be greatly appreciated.
I look forward to hearing from you.
BryanG (Oculus Support)
Jul 13, 2020, 12:54 AM PDT
Thank you for reaching out to Oculus Support. I can certainly look into this for you.
I am sorry to hear that You are having issues with your Rift cable. Thanks for the pictures.
As Rift is a product that is no longer in market, our team is evaluating options for customers outside of warranty. For further information and updates, please keep an eye on our public communications channels.
Please let me know if you have any other questions.
All the best,
Yes, I would be grateful if you could look into this please.
As for keeping an eye on forums etc, is there an official statement from Facebook regarding this unique scenario?
Look forward to hearing from you.
CzaniahA (Oculus Support)
Jul 27, 2020, 5:18 AM PDT
Thank you for getting back to us.
As per your question, there's no official statement from
Facebook yet with regards to this kind of scenario. We are still keeping an eye and standby for updates regarding the Oculus Rift CV1 cable.
If you have additional concerns or questions, please don’t hesitate reply back to us again.
Jared Savage commented
Can we get an official statement from Oculus as to why this isn't happening?
It's clearly damaging the brand, and upsetting a lot of loyal users. I know for me that it's effectively making sure I'll never buy another Oculus product again.
Very effective way to convert your promoters into people who will actively dissuade others from considering your offerings.
Julian Kleinbussink commented
I am never buying an Oculus product again after receiving bad customer support.
They offered me a refurbed Oculus Rift for $260 instead.
I bought my Rift in August 2018 and the HDMI cable has started to go bad within 2 years.
I'd be more than happy to pay for a replacement cable but here we are.
Michael Edwards commented
I would willingly purchase a replacement cable if available. My family enjoys the Rift and we made a large investment in it as a 2017 Christmas present and in the following years for games. We are not rich and do not have the resources to just buy a new unit when a cable breaks. I'm very disappointed in the support for an expensive product. The result is that when I manage to save for a replacement it will not be a facebook/oculus product. Now I see refurbished units being sold while those of us that just need a cable are left out in the cold! You have done your customers wrong.
We as early adopters are the REASON you have this success you have now found with newer models of your Rift and quest Platforms. WHY, in 2020 Can i not get a replacement part for it?
Why is there not a 100% transparent set of Blueprints for someone to make a cable with?!
100% my next HMD will be decided by this problem. I don't care what software i lose on Oculus store...that is what STEAM is for. I am sure there is dodgy ways to make Oculus exclusives work too.
Pathetic moves by Oculus on this one. Smarter and more financially viable people than I, have likely got a decent class action here.
Where do we sign?
Keith Mcknight commented
My Oculus has started to playing up with HDMI disconnects and I've diagnosed the cable at fault. If I ever was in the market for a new VR headset then I would think twice about going with Oculus again as there is no option to buy spares beyond warranty and therefore making you unit redundant before its time. I also have a GO which they have also dropped support. So, make of it as you will... I not happy but I have no options to help resolve this problematic situation. So, yes, I'm annoyed and perfectly within my right as I've invested a lot of money into this.
I understand technology moves on and more so with VR, but supporting customers that invested into the technology at the beginning has got VR where it is today. Going forward there has to be better support for spare parts when an item is out of warranty otherwise customer's will move on to other brands. I understand it's business and not cost effective in supporting old tech but for me it's a huge shame and I feel a missed opportunity to gain loyal customer base.
As that life old saying goes "Fool me once, shame on you; fool me twice, shame on me"
Rightly or wrongly that's how customers will feel when their voices are not being heard.
So, going forward; I have managed to locate the issue (for me) which is a common stress point (and one that should have been re-enforced by design) where the cable is attached to the headset via a plastic clip. This is the area for most pressure and stress whenever the headset is moved.
What has worked for me (so far) is a simple 1x small cable clip ('self-adhesive ties plastic rectangle holder wire clip tidy'), 2x small zip ties - all of which I got from eBay.
I made a loop to remove the tension and stress of the weakened part of the main cable (you'll also noticed there is a kink in the cable of which I believe is the cause of the disconnects through trail and error).
I then placed the plastic cable clip so the main headset cable is going through vertically. Once you clip the cable in place I reinforced by wrapping the 2x zip ties around the head strap to keep it in place when moving around. My approach was not to cause anymore stress to the main cable and not to use a zip tie directly as this will potentially cut into the cable over time and therefore causing more damage.
Please take a look at my images as points of reference. I hope this helps others as this is still a great piece of kit and its 'shelf life' should not be cut short due to cable fatigue. The cable should still be available as it's clearly a replaceable item due to common wear and tear it will be obviously subjected to.
I wish you luck with yours.
As of 12/07/2020 - I have submitted a support ticket to see if I can get a replacement cable due to the shortage/lack of supply. I'll post updates here' as and when' I get more information.
Oliver M.D commented
It is obvious that a company has to discontinue a product at some point.
But the way Oculus did it surrounding the CV1 once the S came to be is just sad to see.
That they won't sell the headset anymore, sure, understandable and fine by me since it's unlikely to be cheap.
It becomes an issue tho when you even refuse to sell the VERY important cables for it.
CABLES THAT HAVE A PROPRIETARY STANDARD too so you can't just go and buy a third party option.
The moment they started using this method to gain more money out of replacements they put themselves into a corner.
If this is what type of product support we should expect from Oculus then I think it's time to look elsewhere. A cable that is going to wear out should be available to your customers if you expect them to buy from you again. No upgrades for me. We are giving you a chance to correct this over site. Please help us with our problem.
Jason Guglietta commented
It is so disappointing that they are not continuing to support their loyal customers, I will DEFINITELY NOT be buying from Oculus in the future.
Typical Facebook takes over Occulus and their customer support goes to shit
Robert Kater commented
My cable is starting to fail. 3 months ago I asked why there was no replacement available on the website of Oculus. De supportguy told me he was very surprised it was gone and would keep me updated when it would be available again. Never heard of them offcourse.
I have had my Rift CV1 for two years now and the cable is still working fine (touch wood) but I have recently started experiencing the dreaded audio connection problem in the right headphone. I only use it sparingly and mostly when sitting down while playing a flight sim. I recognised from the get-go that the cable looked fragile so unless I can purchase a replacement cable if/when it finally breaks I will not be buying an Oculus product again. It will be such a shame if/when that day comes because I really love my Rift CV1 and would rather not have to buy a competing product.
My cable is starting to fail. If there is no replacement available soon, I'll certainly not put my headset replacement money on Oculus again.
I'm so sad to see the development in Oculus since the initial crow funding at kickstarter to the point of not providing something as simple as a cable.
It has been more than a year without a resolution and the reply of "check our public channels" is not taking any kind of responsibility.
To me, it is unfortunate that the my CV1 was in storage untill i had the propper pc spec, but within a month after taking it to use this year, there were multiple connection losses.
It is not visible on the cable, but it is very easy to replicate. In turn it means that a replacement must come from a reliable seller with quality checks. i.e Oculus; not from a stranger on ebay who has no liability for such a type of defect.
To me it is clear that my rift is worthless and the customer service is fine with that.
I'm willing to forgo all my games on the oculus store to shift to a reliable company, because I can't possibly see how this couldn't happen for the Rfit S or the Quest. It is just a question about time.
In my opinion, it appears like a strategy to enforce newer models onto a customer than to provide value to a customer.
It is really is an issue about "finding" someone to make the cables, there is an easy solution.
Provide the the schematics so anyone can make them. Sooner or later it is possible that one of the Right to Repair open source project would want to pick it up and provide a refurbish solution, but it is likewise possible that some Chinese mass producer would produce new ones.
Not doing so, and not providing updates on your own solution to the problem, is the same as neglecting us who who supported you.
If Oculus want to be clear of the issue, there either need to be ongoing updates about the progress to resolve the issue or the details about the cable must be public available.
Alexander Müller commented
Why are there still no replacement cables and controllers for the cv1 available? This is non-sense since the rift-s isnt that big upgrade....