Oculus CV1 returns procedure in the UK

Wrongway

Wrongway
My CV1 was faulty from day one. After numerous tests lasting around three weeks in conjunction with Oculus they asked me to send it back so a new one could be issued. The faulty one was returned via UPS to a location in the Netherlands which took around three days. My concern is the original was sent from Ireland and this new replacement appears to be coming from the Netherlands too according to the tracking information. What's bothering me is that either they are just taking a quick look at it and deciding it's not faulty and returning it, as the fault occurs after a short period. Or they have a warehouse full of returns they are quickly testing then sending out. Does anyone know if new ones are for the UK new are still coming from Ireland or are they coming from Netherlands now. For something faulty from new day one, I dont want to be palmed off with a second hand unit.
 
Last edited:

Chaz

Chaz
My original unit and my return both came from the Netherlands. Basically if they find a fault with your unit they will just ship you out a new one. Which is why you had to pack everything that came with it back in the case when you sent it back. Mine took about two weeks to get turned around but other folks have had their replacements sent out almost the next day. And yes, I got sent a new unit.
 

Wrongway

Wrongway
Thank's for that Chaz. Just a few alarm bells ringing with the original being despatched from Ireland. Delivery date is Monday. Just hope this one behaves itself. I lost video connection every time it had a slight tap. It progressively got worse. I think they were expecting/hoping it was the video lead which appears to be a fairly common problem. But that was eliminated.
 

Chaz

Chaz
My replacement is still functioning OK, hope it stays that way (touch wood). My new one has a very slight tilt to the left, which is a common issue. I could ticket support as there's supposed to be a bit of software they get you to download that re-calibrates the sensor, but I just can't be bothered right now and the tilt is barely just noticeable.
 

[HJ]-RedRaven

[HJ]-RedRaven
Chaz said:
...hope it stays that way (touch wood)...
Click to expand...

Haha this saying comes from an ancient English time period where 'wood' actually meant the stuff that trees are made of!
(American usage may vary) :D

Hope your replacement works ok Wrongway!
 
Last edited:

[HJ]-RedRaven

[HJ]-RedRaven
Beavis Tingleball said:
slightly off topic but to the OP, was your issue with the faulty rift having to do with a grainy/splotchy image during low light scenes?
Click to expand...

No - this low-level noise is normal for these small-form-factor panels. Its not signal noise, nor a problem with ED nor the PC hardware.

Its just difficult with current panel technology to get an even, black black with such physically tiny pixels (not how big they appear when you're looking at them). Each pixel ends up being a tiny bit different; some are a bit bigger, others a little bit smaller, so some are a bit brighter/dimmer etc.

The same noise is present in all phone screens etc, but generally you're not viewing them in very low light conditions. Or that close. :)

In the Rift/Vive you're looking at the pixels in pretty much the worst possible case scenario, Its dark, you're very close, so any imperfection between individual pixels is quite noticeable.

My Rift 'noise' is only noticeable in very black screens and has a slight blue tint.
 

Karnath

Karnath
My pre-ordered Rift was dispatched from the Netherlands back in June, no issues with it and still going strong today, I don't think you will have anything to worry about.
 

Beavis Tingleball

Beavis Tingleball
[HJ]-RedRaven said:
No - this low-level noise is normal for these small-form-factor panels. Its not signal noise, nor a problem with ED nor the PC hardware.

Its just difficult with current panel technology to get an even, black black with such physically tiny pixels (not how big they appear when you're looking at them). Each pixel ends up being a tiny bit different; some are a bit bigger, others a little bit smaller, so some are a bit brighter/dimmer etc.

The same noise is present in all phone screens etc, but generally you're not viewing them in very low light conditions. Or that close. :)

In the Rift/Vive you're looking at the pixels in pretty much the worst possible case scenario, Its dark, you're very close, so any imperfection between individual pixels is quite noticeable.

My Rift 'noise' is only noticeable in very black screens and has a slight blue tint.
Click to expand...
my problem is that only one screen is light and splotchy :( . it never goes to black like the good one does.
 

Wrongway

Wrongway
Just as a follow up. The replacement CV1 turned up on Monday. Mr UPS left it in my recycle bin!!! Glad it wasnt collection day.
Replacement was brand new and works perfectly. Very pleased with it....except. Today I upgraded the wifes graphics card (CMDR Flossy) and I have not seen the Rift since. I can see a rota being drawn up soon.
 

Zieman

Zieman
Wrongway said:
Just as a follow up. The replacement CV1 turned up on Monday. Mr UPS left it in my recycle bin!!! Glad it wasnt collection day.
Replacement was brand new and works perfectly. Very pleased with it....except. Today I upgraded the wifes graphics card (CMDR Flossy) and I have not seen the Rift since. I can see a rota being drawn up soon.
Click to expand...
Looks like you have to treat youself (maybe an early) Christmas present... :)
 

PIXEL

PIXEL
Wrongway said:
Just as a follow up. The replacement CV1 turned up on Monday. Mr UPS left it in my recycle bin!!! Glad it wasnt collection day.
Replacement was brand new and works perfectly. Very pleased with it....except. Today I upgraded the wifes graphics card (CMDR Flossy) and I have not seen the Rift since. I can see a rota being drawn up soon.
Click to expand...

UPS deliver to recycle bins??? You have got to be having a joke or making that up. They normally leave a card for you to re-arrange delivery - What country do you live in?
 

JSB

J
My CV1 is faulty also. It has the typical left tilt. Also, the sensor has connect/disconnect issues, as well as other general faults. To top it all off I've been having a frustrating back and forth with Oculus lasting over a month and over 40 emails. I've has the usual stalling requests from them, such as try this first, then try this. This included the calibration tool, which did not work and would only run in the mornings when it was cooler. The calibration tools also though my room was at 40 degrees celcius (not a chance my room is that hot). When I did finally get the tool to run, it did not correct the tilt issue. I also had to send photos of the screens, which was impossible to get a clear shot of. I also had to send an output of my dxdiag config, and the output from the Oculus compatibility tool. Some of these things I had to do more than once because their support people do not appear to communicate with each other, and they seem to be stalling.

When asking for my address I very clearly sent my delivery address and my invoice address, and VERY clearly labelled them as such. Some time later they claimed that I had not sent them my address and that did not receive my delivery address.

They kept closing my support tickets and labeling them as closed. When I inquired about this I had a lame excuse stating that their system automatically did this.

I could go on but you get the point. They seem to be stalling because of the volume of faults they are getting. There seems to be a design fault in the CV1 headset and sensor. I do not see how a replacement will fix this. There was talk of there being a firmware fix, which I asked about multiple times. They avoided answering the question.

So now they are supposedly sending me a returns label for me to send the item back for checking an replacement. More stalling.
 

CMDR MAIN SEQUENCE

CMDR MAIN SEQUENCE
Sounds like incompetence or lack of process if you ask me.

I have a slight left tilt, don't notice it most of the time but have considered contacting Oculus. After your report, I think I'd rather not have the hassle.
 
You must log in or register to reply here.
Back
Top Bottom