My Rift (CV1) started losing video recently. I've had it for about 5 months, and put several hundred hours on it thanks to Elite. Black screens, occasional frames of static/snow. I contacted Oculus support via their website, and then handled the situation via email.
Initial response was less than 24hours from when I submitted the request. Communication was good throughout the the process. They initially had me check settings for the Rift, update my video drivers, and return my systems VR Compatibility report to them. When that did not resolve the issue, they requested that I turn off the power management to the USB ports via Device Manager, and gather the Rift logs for them with the log gathering tool. (Very easy to run, included with Rift Home install, created a 7MB zip.)
When that did not resolve my issue, they began processing an exchange for my HMD.
Some notes of importance:
You must have a payment method attached to your Oculus account. (I didn't at the time this started. They asked me to add one.)
You MUST have the receipt for your purchase, or an electronic copy of the invoice. I usually never save receipts past 30 days. I lucked out and found it in a desk drawer.
They do not cross ship. I was provided a label for shipping at Oculus' expense, but they are not processing the replacement until my current unit is received.
All in all, they were professional, polite, and responsive. I can't complain about the support experience, and I'm very picky about customer support.
TL;DR: Keep your receipt! If it breaks, you'll need it.
Initial response was less than 24hours from when I submitted the request. Communication was good throughout the the process. They initially had me check settings for the Rift, update my video drivers, and return my systems VR Compatibility report to them. When that did not resolve the issue, they requested that I turn off the power management to the USB ports via Device Manager, and gather the Rift logs for them with the log gathering tool. (Very easy to run, included with Rift Home install, created a 7MB zip.)
When that did not resolve my issue, they began processing an exchange for my HMD.
Some notes of importance:
You must have a payment method attached to your Oculus account. (I didn't at the time this started. They asked me to add one.)
You MUST have the receipt for your purchase, or an electronic copy of the invoice. I usually never save receipts past 30 days. I lucked out and found it in a desk drawer.
They do not cross ship. I was provided a label for shipping at Oculus' expense, but they are not processing the replacement until my current unit is received.
All in all, they were professional, polite, and responsive. I can't complain about the support experience, and I'm very picky about customer support.
TL;DR: Keep your receipt! If it breaks, you'll need it.
