Keith Mcknight

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    271 comments  ·  Oculus Rift S and Rift » General  ·  Flag idea as inappropriate…  ·  Admin →
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    Keith Mcknight commented  · 

    Ok, unfortunately I may had hit the text limit on my previous thread so please read that before this to put the following reply into context.

    Just so you know the replies are rather typical from support with no effort whatsoever to even help. Basically, your unit is dead once the cable finally fails unless some genius comes up with a solution because it isn't going to happen from Facebook.

    I've managed to buy a new boxed and sealed cable as two of our work colleagues bought into the Oculus Rift after trying mine. One of them bought a second cable for an extension and realised it was incorrect cable and never returned it until I passed comment on my situation and he never uses his after buying an Oculus Quest.

    I was very fortunate, but many aren't and there are no viable/affordable options either which is a huge shame. As for me, I personally will buy a different brand in the future based on the lack of support from Facebook.

    Make of the next emails and replies "what you will" but one thing is for sure, support and Facebook have no interest to help resolve this situation.

    This is my final post on this matter. As far as Oculus are concerned I am done with them. Any VR title I'll buy from now on will be through Epic Store or Steam.

    I wish you all luck and keep safe.
    Jul 12, 2020, 1:47 AM PDT

    Dear Support,
    I’m hoping you can help me source a replacement cable for my Oculus Rift CV1 unit.

    I bought this unit on day one release directly from your website of which I purchased a 3rd sensor to improve the VR experience for me. I have invested into over 50 games (the majority from the Oculus store) and use VR for social activities/business as well as gaming.

    I bought the headset in July/August 2017 and I understand it is out of warranty. My headset is in excellent condition as I always look after my hardware and the cable looks like new as all my usage has been seated with no tears or snags to the main cable (see attached files).

    Recently the screens in my headset have been randomly disconnecting or displaying artefacts of which I diagnosed it was the cable that seems to have a micro break at the point where the cable drops from the headset (see attached image showing the kink in the cable).

    I have tried to source a cable from the net but seems they are no longer being produced or there are opportunistic sellers on eBay selling them for an exorbitant price which is a huge shame on the piece of tech which would render my investment completely useless.

    I am very happy to pay for a replacement and I have been proactive to extend the product life by posting a temporary fix in your forums here to help others:

    Keith Mcknight commented · July 11, 2020 12:22

    I’m just very concerned that I’m on borrowed time with the unit and it seems raising a support is my last hope.

    Any feedback to the resolution would be greatly appreciated.

    I look forward to hearing from you.

    Kind regards,
    Keith McKnight.
    BryanG (Oculus Support)

    Jul 13, 2020, 12:54 AM PDT
    Hi Keith,

    Thank you for reaching out to Oculus Support. I can certainly look into this for you.

    I am sorry to hear that You are having issues with your Rift cable. Thanks for the pictures.

    As Rift is a product that is no longer in market, our team is evaluating options for customers outside of warranty. For further information and updates, please keep an eye on our public communications channels.

    Please let me know if you have any other questions.

    All the best,
    Oculus Support
    Hi Bryan,

    Yes, I would be grateful if you could look into this please.

    As for keeping an eye on forums etc, is there an official statement from Facebook regarding this unique scenario?

    Look forward to hearing from you.

    Best regards,

    Keith McKnight
    CzaniahA (Oculus Support)
    Jul 27, 2020, 5:18 AM PDT

    Thank you for getting back to us.

    As per your question, there's no official statement from
    Facebook yet with regards to this kind of scenario. We are still keeping an eye and standby for updates regarding the Oculus Rift CV1 cable.

    If you have additional concerns or questions, please don’t hesitate reply back to us again.


    Oculus Support

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    Keith Mcknight commented  · 

    My Oculus has started to playing up with HDMI disconnects and I've diagnosed the cable at fault. If I ever was in the market for a new VR headset then I would think twice about going with Oculus again as there is no option to buy spares beyond warranty and therefore making you unit redundant before its time. I also have a GO which they have also dropped support. So, make of it as you will... I not happy but I have no options to help resolve this problematic situation. So, yes, I'm annoyed and perfectly within my right as I've invested a lot of money into this.

    I understand technology moves on and more so with VR, but supporting customers that invested into the technology at the beginning has got VR where it is today. Going forward there has to be better support for spare parts when an item is out of warranty otherwise customer's will move on to other brands. I understand it's business and not cost effective in supporting old tech but for me it's a huge shame and I feel a missed opportunity to gain loyal customer base.

    As that life old saying goes "Fool me once, shame on you; fool me twice, shame on me"
    Rightly or wrongly that's how customers will feel when their voices are not being heard.


    So, going forward; I have managed to locate the issue (for me) which is a common stress point (and one that should have been re-enforced by design) where the cable is attached to the headset via a plastic clip. This is the area for most pressure and stress whenever the headset is moved.

    What has worked for me (so far) is a simple 1x small cable clip ('self-adhesive ties plastic rectangle holder wire clip tidy'), 2x small zip ties - all of which I got from eBay.

    I made a loop to remove the tension and stress of the weakened part of the main cable (you'll also noticed there is a kink in the cable of which I believe is the cause of the disconnects through trail and error).
    I then placed the plastic cable clip so the main headset cable is going through vertically. Once you clip the cable in place I reinforced by wrapping the 2x zip ties around the head strap to keep it in place when moving around. My approach was not to cause anymore stress to the main cable and not to use a zip tie directly as this will potentially cut into the cable over time and therefore causing more damage.

    Please take a look at my images as points of reference. I hope this helps others as this is still a great piece of kit and its 'shelf life' should not be cut short due to cable fatigue. The cable should still be available as it's clearly a replaceable item due to common wear and tear it will be obviously subjected to.

    I wish you luck with yours.

    As of 12/07/2020 - I have submitted a support ticket to see if I can get a replacement cable due to the shortage/lack of supply. I'll post updates here' as and when' I get more information.

    Keith Mcknight supported this idea  · 

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