RMA Process on Defective Items - New Purchase
I recently purchased the Oculus Quest, and within two days the right controller stopped vibrating. Unfortunately, the RMA process requires I send the defective controller back before I get a replacement. I do not feel this is right given the unit is brand new and it is going to be unusable for between 9 to 11 days (per customer service) before a replacement arrives. Please correct this process, especially for a brand new unit and given the cost. Customer service was helpful via the online chat. I tried the chat support as I had not heard back yet from the initial email request I submitted.
Tor Nichols commented
I had a similar experience with my defective $80 Link cable.
In two new computers with full updates, the cable fails to physically connect 75 percent of the time. One computer, it will work but only if it is plugged in one direction. All other variations fail. The third party cable I have works in both and computers 100 percent and it fits snuggly like a USB-C should. The Link cable is loose in the port.
Support's only option is to send the cable back and wait for them to eventually ship me a replacement after they get this one back. They already have my purchase information. If Oculus cared to provide better support they could have offered an advance exchange and charged me if I didn't send back their defective one. This would have eliminated the significant shipping delay.
I was going to take my Quest with Link cable to a friend's house in a week to share with 3 other people but I won't have the long cable I paid for to support it.
The cable connector quality is a failure. The support options are limited and slow. I wonder if the replacement cable is a better designed version or if it is going to have the same problems. There was no acknowledgement that this issue was found and fixed already.
Overall this was a terrible support interaction and awful product quality. I really hope they get this fixed.