My Rift just broke!

jamieboo · Aug 25, 2017

Hmmm...

Can you not go to Help in the Let Us Help You bit near the bottom of any Amazon page. Then, in the Browse Help Topics, hover over Need More Help? then click Contact Us?

I'm sure I've used that route before.

BTW I ordered a replacement and the Amazon EU S.a.r.L. thing was not a problem.

DerDzvero · Aug 25, 2017

Not a problem, Alex. Sarl is just the ltd acronym in French and Amazon is registered in Luxembourg as a matter of fact.. you're good to go.

If you go to amazon.co.uk, scroll down the page and look for customer service or returns and replacements.

You'd need to talk to them first and get RMA ticket I guess so contact us is also a great option - I'm sure the service team will not be like Oculus's one..

https://www.amazon.co.uk/gp/css/returns/homepage.html/ref=footer_hy_f_4

Not sure if link will work- copy/pasted from uk site, but I'm in Germany so...

Alec Turner · Aug 25, 2017

DerDzvero said:
Not a problem, Alex. Sarl is just the ltd acronym in French and Amazon is registered in Luxembourg as a matter of fact.. you're good to go.

If you go to amazon.co.uk, scroll down the page and look for customer service or returns and replacements.

You'd need to talk to them first and get RMA ticket I guess so contact us is also a great option - I'm sure the service team will not be like Oculus's one..

https://www.amazon.co.uk/gp/css/returns/homepage.html/ref=footer_hy_f_4

Not sure if link will work- copy/pasted from uk site, but I'm in Germany so...

Yup, that's pretty much the link I'm clicking. That takes me to here ...

.. which takes me here ..

.. then I change that drop-down to 2016 and that takes me here ..

VR StarLightPL · Aug 25, 2017

Good it was bought from Amazon, there's hope. I think you have far better chances with them than with oculus support. And bull like this tech is saying is bull - it broke under normal usage. Seriously, this is a bizarre situation, as sending you a replacement which is worth probably 15€ shouldn't be a problem at all. And it would end the case right there with a happy customer and no "smelly" situations.

Alec Turner · Aug 25, 2017

By the way, for those following this discussion with interest (and thank you all so much for being so supportive by the way and for offering so much advice), it's kicking off on facebook now aswell ...

https://www.facebook.com/groups/OculusRift/permalink/1130654567035901/?comment_id=1130686620366029

Everyone's just giving their opinions over there at the moment which is fine and I'm completely cool with hearing both sides of the argument. Please don't feel like you need to jump to my defense tho' - I know how these things can turn salty at the drop of a hat.

Alec Turner · Aug 25, 2017

P.S. truth be told I'm close to caving in and just buying some replacements. If I do, don't hate me for it. I do genuinely believe Oculus are in the wrong but this is taking quite a lot of time and energy, it's bringing me down and £39 is peanuts really.

*sigh*

P.S. If you're spying on this thread from Oculus support then I said "close" - I'm not done yet!

DerDzvero · Aug 25, 2017

With regards to keeping the Rift as it is..If the broken part will remain broken after you buy new headphones, such approach makes no sense to me - you won't be able to sell it later for a good price so you might still need to ask for RMA in 1 Year (if and when Rift2 comes out)...
On the other hand you're happy with the Rift and if Amazon replaces it with a refurbished unit you might have bigger headaches..

If you can replace the broken part completely so Rift looks absolutely perfect after that....I'd keep it - even if you go for RMA, you'd need to calculate postage eventually, inconvenience, waiting, risk... naa, for 30 wouldn't go that path. But only if you can swap broken part clean and it won't have traces!

Alec Turner said:
Yup, that's pretty much the link I'm clicking. That takes me to here ...

.. then I change that drop-down to 2016 and that takes me here ..

Yes, that looks like you'd need to call them directly and cannot use the online forms for RMA. Just give them a phone call.

It's worth at least asking them if they'd agree to swap and if you'll get a new device or a refurbished one.. then you can decide..

Irrelevant of all, I'd put a product description in Amazon with 1 star! Heck, I wish there could have been negative numbers for such companies...
https://forums.oculus.com/community...-not-cover-much-so-you-have-to-buy-a-new-unit

Dibiase · Aug 25, 2017

Alec Turner said:
P.S. truth be told I'm close to caving in and just buying some replacements. If I do, don't hate me for it. I do genuinely believe Oculus are in the wrong but this is taking quite a lot of time and energy, it's bringing me down and £39 is peanuts really.

*sigh*

P.S. If you're spying on this thread from Oculus support then I said "close" - I'm not done yet!

No shame in it. I'd probably do the same. Some of these RMA's are taking over a month before people get their replacements because of the summer sale backlog. After you consider your time, shipping cost, etc.. just buying a replacement headphones seems like a lot less hassle to me.

Zeeman · Aug 25, 2017

I'll just leave this right here...

Z...

Zeeman · Aug 25, 2017

Alec Turner said:
P.S. truth be told I'm close to caving in and just buying some replacements. If I do, don't hate me for it. I do genuinely believe Oculus are in the wrong but this is taking quite a lot of time and energy, it's bringing me down and £39 is peanuts really.

*sigh*

P.S. If you're spying on this thread from Oculus support then I said "close" - I'm not done yet!

I'll be honest with you, my opinion of Oculus support is right up there with the local Telco's that outsource their call centers to India. I have filed 2 tickets, both unresolved - and they were both involving me trying to give them money!

In one case, they would not accept my payments for a CV1, no idea why. The card hard plenty available on it, and Oculus stated they have no problems accepting the type of card, and no problems with the issuer of the card.

Lodged a ticket, 2 weeks later, unresolved...

Tried again, managed to get the transaction through - the very next day, they cancelled my order for no reason. I sent a ticket again, and once again, they had no clue, and and told me to go buy it from someone else.

Ended up buying from Amazon, but man, seriously, I'll be going with someone else for next gen. clearly FB mentality and culture filtering through...

Z...

jamieboo · Aug 25, 2017

Alec Turner said:
Yup, that's pretty much the link I'm clicking. That takes me to here ...

http://i.imgur.com/TOeybcU.png

.. which takes me here ..

http://i.imgur.com/Re7dx2I.png

.. then I change that drop-down to 2016 and that takes me here ..

http://i.imgur.com/7cDN9bO.png

Alec, did you try the alternative Amazon navigation I suggested earlier?

Whiteball · Aug 25, 2017

Go to Amazons site and start a 'Live chat' session.
Tell them what has broken, how it broke and what you need them to do about it. Don't give them the oppurtunity to suggest what they want to do, you TELL them (albeit politely) and insist as the item is defective and IN warranty.

Keep to the facts and be sure to get them to cover postage as well.

You should have no problems. They will even agree a convenient pick up day and time and arrange it all from their end for you.

Make sure you insist on a replacement unit as that is what you are entitled to. No repairs or fobbing of to Oculus. They are the seller, your contract is with them.

Alec Turner · Aug 25, 2017

jamieboo said:
Alec, did you try the alternative Amazon navigation I suggested earlier?

Whiteball said:
Go to Amazons site and start a 'Live chat' session.
Tell them what has broken, how it broke and what you need them to do about it. Don't give them the oppurtunity to suggest what they want to do, you TELL them (albeit politely) and insist as the item is defective and IN warranty.

Keep to the facts and be sure to get them to cover postage as well.

You should have no problems. They will even agree a convenient pick up day and time and arrange it all from their end for you.

Make sure you insist on a replacement unit as that is what you are entitled to. No repairs or fobbing of to Oculus. They are the seller, your contract is with them.

OK thanks guys - I see it. I'm feeling cranky now so I'm gonna sleep on it and deal with it tomorrow. Thanks for all the help and have a good weekend!

Alec Turner · Aug 26, 2017

Well I'll Be Damned!

Hello Alec,

Thank you for your continued patience.
I understand your frustrations regarding our warranty policy.
Typically, the Oculus warranty does not cover physical damage that occurs after delivery.
However we want to make sure you can continue to enjoy your VR experience.
I've made a request to provide you with a replacement set of Rift headphones.
Please allow a few days for processing, you should receive an email containing additional information once they ship.
Best Regards,
Oculus Support

I suspect I have a guy on the Oculus forums (tagged as "Oculus Staff") to thank for that ...

Hi Alec. I'm terribly sorry about this. I do believe what you are saying.
While under normal use, pieces of the device should not just fall apart, of course anything is possible.
Let me see if there is any way I can help. Thanks.

Phew!

[heart]

VR StarLightPL · Aug 26, 2017

Arindor · Aug 26, 2017

StarLightPL said:
https://media.giphy.com/media/cOB8cDnKM6eyY/giphy.gif

<Starts humming Ivory Tower theme from the NeS OST>

DerDzvero · Aug 26, 2017

That sounds a bit different now! [money] Although without explicit mentioning in warranty sheet (that headphones are not part of 2Y coverage) they are telling fairytales..

How stupid can a company be not to put that into Limited warranty pdf and ruin their reputation on a daily basis..:x

But for me they are gone as potential vendor of an equipment, that enters my house... adding Oculus to my blacklist.

Happy for you though as you seem to really like the Rift! Enjoy it, was a good fight

Crank Larson · Aug 26, 2017

Whiteball said:
Make sure you insist on a replacement unit as that is what you are entitled to. No repairs or fobbing of to Oculus. They are the seller, your contract is with them.

No, you are not entitled to a replacement unit unless the unit fails within six months (though that is UK law, not EU - not sure if that is the same in EU as it is UK legislation that covers this). A 2 year warranty does not mean that you are automatically due a replacement unit if yours fails - the supplier must also be given a chance to fix/repair, if that is what they want to do.

VR StarLightPL · Aug 26, 2017

DerDzvero said:
But for me they are gone as potential vendor of an equipment, that enters my house... adding Oculus to my blacklist.

Unfortunately the nightmares of outsourced support are present in camp Vive too... Which I sadly know first hand. So both big players have their problems. It is unwise to decide only on this basis. After the Summer of Rift promo is over, both will again compete in price and on more affordable levels. But still, this is first gen bleeding edge tech without (yet) much support in software titles, it is amazing, but you have to understand what you're buying.

Whiteball · Aug 31, 2017

CMDR Crank Larson said:
No, you are not entitled to a replacement unit unless the unit fails within six months (though that is UK law, not EU - not sure if that is the same in EU as it is UK legislation that covers this). A 2 year warranty does not mean that you are automatically due a replacement unit if yours fails - the supplier must also be given a chance to fix/repair, if that is what they want to do.

Incorrect. The law states quite clearly (laws that Alec would be covered by, other places may be different) that he would be entitled to a replacement. Goods of this nature costing what they did at the time he purchased them are expected to last a reasonable amount of time. In this case, that length of time would easily be more than two years.
I have challenged companies, sued them and taken legal action based on similar issues and have come out on top every single time.

Once you let a company try to repair something you loose a big chunk of your rights. You do not have to give them that option in cases like this.

Most companies will try it on because they know most people either don't know the law, can't be bothered or are too frightened to challenge them.

Anyway, well done Alec, seems you are sorted.

Personally, I always had reservations once I knew Facebook was getting Oculus. As a company I think they have totally lost sight of what VR could and should be and the path they should be taking before any others.
As soon as other decent VR implementations come along I for one will never touch another Oculus product.