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.
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....
Rémi Gendron commented
I'm seriously considering going to buy other (non-oculus) headsets simply because they're obviously not even smart enough to capitalise on such a simple, necessary and easy opportunity. This mistake is unacceeptable and seriously just a big waste of time. I mean it's not even like this isn't profitable, customers who can't use your product won't buy anything else from you. It's a no brainer that they can easily fix and the fact that they fail to realise that is proof of their incompitence
Matt Bell commented
I just found out about this - sooner or later our cable will break, what am I supposed to do?
Ali Abawi commented
What a load of **** this company is lol
Carl Kirstein commented
I will not be buying Oculus again... good thing I have not bought anything from their online store. Vote with your wallets people!
Oculus Sucks commented
This “stunt” by Oculus completely devalues any sort of re-sale ability of our owned hardware. Once the cable goes the rest of fully functioning headset automatically becomes a door stop! If they want to force us into upgrade the very least they could do is to offer some sort of trade in program with a $200 coupon or so towards quest/Rift S.
Joseph Alexander commented
Have they responded at all??
So 6 Months and Oculus did nothing. No Spare Cables at the Moment. Ok Oculus thats fine, i sell my broken CV1 and buy a HTC Device. Really Bad Customer Support.
Jeremy Jansen commented
The people within Oculus that decided to alienate their most loyal fan base of early adopters need to truly reconsider their career choices. I own a CV1 and a Quest, but will not be giving you guys another dime unless you make this right by selling replacement cables.
J. Coutch commented
This concerns me, and will be looking into other VR headset brands the next go around.
William Fortin commented
This post is from september 2020, i'm typing this the 13 may 2020 and nothing have change yet ! If it's not possible to make cables (dont be stupid they can make it), than bring at least a solution ! Like wireless adaptator or stuff like that. What will happen with the Rift S in few months : <<yeah we dont make cables for the rift S anymore, you should upgrade for the brand new Rift S+ instead>>. This is what everyone should keep in mind when they think about Oculus, but they migth not think that way IF YOU PROVIDE US WITH CABLES OR AT LEAST SOLUTIONS. DO SOMETHING.
Andy McAdam commented
This is still bugging me. My cable broke a while back and I'm desperate for a new one, but there's no way I'm shelling out over £100 for a used one on Ebay.
Surely a company as big as Facebook can figure out a simple cable? Even at £50 each, people would buy them.
Have you finally found an option for customers with defective cables who are out of warranty ???