Improve your customer service - they are horrible
Improve your customer service - The level of support and people are incompetent, unknowledgeable and unfriendly.
Mohamed Abd Allah commented
My oculus is stuck in an infinite loop of reboot/reset and only I can enter the USB update mode with no useful outcome.
I have never seen something like my customer service chat experience today.
1- first he asked me to turn the power button for 60 seconds. nothing worked
2- After more than 20 minutes asking for headset serial number, right controller serial number, left controller serial number, address, email, screenshots and evidence of purchase, then another bigger screenshot with the Amazon logo for the proof of purchase. And after a while of silence, he asked if I am ok to continue the discussion over email, the moment I said yes, and then asking on what is the procedure afterwards. The robotic end of chat protocol started, and I checked my mail and nothing is there. I have NO IDEA who on earth is that person and what is his job, qualifications, training other than asking me to press a button for 60 seconds??? I don't know if I should feel insulted or furious or what? That is not even a bad customer service, that is another new level of inferior management and training failure.
I submitted a ticket for my quest with what is apparently a very common problem. The person had no idea of what what going on with my headset. I had to ask the members of Oculus on Facebook for help. My Quest is stuck in USB update mode. It has been a full week and still no response on my ticket. I cannot find a phone number anywhere. Sent another e-mail and no response. I just purchased this headset 3 months ago !
I believe Oculus outsource their customer support, which means the support staff only have a troubleshooting flowchart available for guidance. And at the bottom of that flowchart it says "perform factory reset", which is very frustrating.
I've never had support staff be rude or unfriendly, but they clearly have very limited knowledge of the product. Also, they often don't reply to support tickets, don't read the ticket properly, and offer irrelevant advice.
Oculus needs their own support staff that are well trained and own a Quest/ Rift.