Improve quality control and general quality of Oculus as a company as a whole.
So I was recommended to post here by Oculus support since they constantly have to say the phrase "there is nothing we can actually do" while NOT being able to fix the problem and Oculus (guessing it's more Facebook) continuing to have **** policies that end up screwing the consumer. I've been going back and fourth with Oculus for some time now and will give a brief summary of my experience. Bought an Oculus about 6 or 7 months ago now cuz I used to love gaming but it needed something to bring back the passion and VR is just the ticket. It also helps me be able to spend time with my friend and feel like I am proper spending time with them as we all live in different parts of the nation currently. I got my first Oculus and at first, no issues at all. Bout a week and a half later, start getting tracking issues and they became progressively worse to a point where I was losing tracking well over 20+ times in an hour. Oculus support kept pushing different helps tips and fixes before they would do a refund or exchange. This caused me to push past the refund window. Finally they offered to replace it after weeks of pushing for the fixes to work and claiming it was user error or environment issue (no change in the way I used it nor environment where it worked issue free for almost 2 straight weeks) and told me it wouldn't take long, 3-5 days max. I agreed and it took me a bit to get the box and all that but I finally sent it out. I had discussed with them the option of paying the difference to upgrade as the 64gb is just not enough storage for the system, fills up quick and when it fills up it starts having more and more issues. They kept saying no, no. Not in the rules, not in the policy. The I requested they grant a refund, as that was part of what I originally wanted to do but instead they kept pushing fixes and kept hearing "no, no. Not in the policies or rules, have to follow the time frames exact, blah blah blah." So cool was fine with it and understanding. Then they received my send back and proceeded to take OVER A **** MONTH to get my replacement out, pretty sure I only even got it after the month because I started going to support and frequently asking why I hadn't received it within their 3-5 day period, after all as they said, must adhere to those time tables exactly. They finally get my **** out and don't even offer a sincere apology for taking so long, even though remember we HAVE to adhere to the time frames and policies. It started rockier than the first but worked and started along the same path as the first, tracking issues progressively getting worse. Also learned about a week later they discontinued the 64gb (they knew it wasn't enough) and you woulda thought that an oculus of the same value with higher storage woulda been a nice apology for not following their own rules but that's not how FB does things. So anyway, around the time that the oculus came back, I had to leave for work for a little over a month. They were aware of the issues I was having already and then I left. Ended up getting back home for a few days and tried playing it, whole *** right thumb wouldn't move (another tracking/sensor problem) and I messaged them. Took over 2 weeks to hear anything back and I only did because I went to live chat to find out why email support was ignoring me for weeks. Explained to them the situation up to that point and asked for a higher up cuz I was tired of always hearing "not with our rules or policies" at this point and the jank *** help they are able provide, not supports fault but the company's with their **** policies. They said they would get it taken care of and started emailing me. I talked to a delightful person from support who started with the list of basic fixes they offer and then took the time to listen to the struggle I had with them to that point. They agreed that **** was bogus for me to be dealing with at this point, 2 systems (both new and ***) and shoulda at least been offered the upgrade to the same value system or some store comp for their part in it, and that's they did and it was lovely. They told me they would get me a replacement out and good and add some store credits for the issues. So I sent my thing out thinking, finally gonna get me a working Oculus and these problems should be done. Then I get an email saying replacement shipped, Grade B refurb. I don't know about y'all but when I send in a next to brand new literally maybe 2 months old and the only user not even home for just over a month of that, I expect an oculus of the same or greater quality returned as that's what my money paid for. So I was *, after all this time, the frustration has just accumulated. I got on with support again and told them I would like an oculus of equal or greater quality, as that is well within my rights to ask for as a consumer, and all I kept being told was "not in the policy, it says we can send refurbished, etc, etc". I again asked to speak with someone higher up, as these issues obviously require someone who isn't being held to the ** policies the same as support, and was basically told they don't even know if there are people higher we can talk to to help with these issues. I mentioned that refurbished is fine but not a lower quality grade than I sent in and basically was told, politely of course, that my only options are suck it up and deal with it because policy. The support person also told me to upload the story here because these are read and have a chance to make some difference, so here it is. I am still fighting with them, just to get my money's worth of product or my **** money back at this point. I can also 100% state that this whole experience has shown me how bad of a company they truly are and make me question if I will even continue to use their product. Hope to hear a response and till then, I will continue to dispute this.
Stephen Olsen commented
One thing to add, I did tell them to just send my old one back as soon as I had seen they tried to replace it with a lower quality, email support is currently still ignoring emails and chat support just says "not in policy, have to accept the lower quality one"