Provide reasonable support.
I have been working on the same support issue, caused by a mistake at Oculus for almost a month and a half. The support has been useless. At this point, a chargeback hold that was placed on a charge from Oculus because it was made in error has placed me in a situation where I have no recourse except to dispute and follow through on reclaiming the charge through my bank.
I spent 2 hours on the phone with my bank this afternoon. 2 hours I don't have to spend because I work about 70 hours a week. Guess what they told me? They cancelled the dispute 10 days ago, and show no evidence of it on their side. They are drafted a document on letterhead to that effect and are attaching a record of the transactions involved. You will find it attached below. There is absolutely NOTHING MORE I can do to resolve this on my side. If the chargeback still shows on your side YOU need to contact YOUR bank and find out why. It is not because of anything on MY end.
This has been and still is one of the most frustrating support issues I've ever experienced, and I have provided IT support for almost 30 years. I've dealt with some pretty bad support systems. None near as bad as this. No one there seems to understand what happened. No one there takes ownership of the problem. No one seems to care at all. You just keep throwing me back at my bank, and ignoring that the issue could be on your side. That's a mistake, because your support is the root of the issue.
This whole incident started with a problem on your side. You fulfilled my order twice. I don't know why, I don't think you know why, but you did. Unfortunately, no one there had a clue what happened. I chatted with support there when the second charge hit my bank. I was told it was just an authorization and it would fall off. It didn't. The second charge posted to my account. It looked like you had double charged me. If the first support person I talked to had seen the second order fulfilling, we could resolved this easily. He didn't. Since no one there understood what was happening, this escalated. It looked like a duplicate charge, so I disputed it. A few days later the second piece of equipment arrived. It took 10 days after I contacted you about the equipment to hear back. Eventually we got an RMA and I returned the second piece of equipment. I cancelled the dispute at my bank as you requested. At this point I haven't got the equipment. I haven't got my money back. My Oculus account is locked up so I can't add new software, and I'm enrolled in classes working on getting Unity3D certified so I can program for the Quest, and my account isn't working properly. NONE OF THIS is my fault, but I'm the one being penalized, and the support at Oculus is only making it worse. I've just been doing what I could to resolve the issue, following directions and providing information. Basically, everything I've been asked to. I'm about at my limit.
MY BANK HAS CANCELLED THE DISPUTE. THE PROBLEM YOU ARE ENCOUNTERING IS NOT ON THIS END. YOU WILL HAVE TO WORK WITH YOUR BANK TO SOLVE THIS.
PLEASE get this resolved. Refund my money and unlock my account. I will not answer another email that asks me to contact my bank. Quit wasting my time. Get your ducks in a row, and solve this problem. Quit making it my issue since you're the ones that screwed up. The problem originated there, has festered there and is still there. Quit expecting me to solve it. This is on you.