Yeah, this support system is an absolute shambles.

There is no real-time support when a ticket is escalated. It takes DAYS for emails to get back to people. They insist that damaged gear be sent back before getting a replacement, which is a very difficult process.

Their equipment keeps breaking, and going through these procedures so often makes me want to take my business to their competitors.

Also, I should mention that their chat system disconnected me. I started at #8 in the queue and, after sitting at #1 for quite some time, it told me to click to reconnect.
So I did...AND I WAS #12! Had to keep waiting. Had to keep typing in crapola to keep it from timing out again.

They need a phone number and you need real-time support from the escalation team! I have had no less than FIVE Touch controllers break. FIVE. And they are very, very, VERY expensive to replace if they're out of warranty. And even if they are still under warranty, they take A BLOODY MONTH to get the new one to you.
It's just not right!

I have similar experiences. My Home and Dashboard aren't working as they should and the customer person, after told to test and do different "let's play time"-tests started to tell that the my Windows 10 and/or User Account are corrupt (which i know aren't. Sup. person even made me run the DISM and scn for the corrupt files or for healt of Win 10 and there were no error for god's sake) and after i requested that "please tell me what the corrupt files are" told that they're not Microsoft support (it's hard to tell what is corrupt as nothing is). I contacted Microsofts support via phone and we tested bunch of things and the result was there isn't nothing wrong with my Windows install or User Account (as i knew already).

After that, i sent the proof of "nothing wrong on this customers install of Win 10 or User Account"-mail as screenshot i asked as a proof from Mic's support person AND and an DirectX error about oculus's sound driver being "not certified" (as support person also implied there's something wrong with DirectX install :D ) as a reply for the accusitions that the problem is only on my computer or in Win 10 corrupt files or User Account. Also told, that this was the point where will NEVER be Facebook/Oculus products on this household after this Rifts life finally ends. The support really is appalling, and the reason for the software not working is every time put on customers fault and the Oculus software is flawless (as seen very greatly in past few months) with Quests problems etc..