Rift off for warranty replacement...

I started getting a glitchy HMD disconnect a couple of weeks back. It started with a crackling/hissing sound when jumping or over stars (weird, I know...), then every now and then, I would hear a crackle, HMD image would freeze, and the HMD disconnected (along with the USB insert/remove sound)

It almost wiped me out a couple of times, as the game continues on screen, with no controls or interaction, even when you give it focus - same as when you take your HMD off, and can't bring up the main menu any more. I had to kill the process rapidly to avoid crashing into a star or coasting in a combat zone.

This got much, much worse around 2.3.10, which added some confusion as to whether it was software or hardware.

Eventually figured out that I was able to make the fault happen on demand when the headset was cold - wiggle the cable at the head end, or shake my head side to side and "pop". Once heated up, it was much harder to make it happen. Oculus Support were *terrible* (but dramatically better than Frontier, natch.) Different techs repeating same questions, asking for logs they already had etc. But they did get there eventually.

So, had to box all of the components up, sans batteries, and ship them off by UPS (Oculus paid). It's taken 5 days to get to them, and they expect 8-12 business days round trip.

The bad thing is... I can't even bring myself to play on the monitor. VR is just too compelling an experience to turn your back on, and I would rather have a break of a couple of weeks than experience a 2D version.
 
So, had to box all of the components up, sans batteries, and ship them off by UPS (Oculus paid). It's taken 5 days to get to them, and they expect 8-12 business days round trip.

The bad thing is... I can't even bring myself to play on the monitor. VR is just too compelling an experience to turn your back on, and I would rather have a break of a couple of weeks than experience a 2D version.

I did hear more people say this in the past and find it surprising (respectfully of course). Personally I have no problems at all switching from VR to Eyetracking or even to a low res screen (splitscreen). I do however agree that the VR experience is by far the most immersive and most intense of them all.

o7

Edit, Ontopic; Good to hear you get it fixed in a couple of weeks :p
 
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Oh wow, good luck. I've heard of some cases of loose cables and the like. But temperature influence? Maybe a bad connection somewhere?

Are they replacing it for sure, or attempting a repair first?
 
Oh wow, good luck. I've heard of some cases of loose cables and the like. But temperature influence? Maybe a bad connection somewhere?

Are they replacing it for sure, or attempting a repair first?


A bad connection somewhere can be less bad once certain materials around the break heat up and expand.
But once the faults has started happening it will most likely only get worse.
 
Oh wow, good luck. I've heard of some cases of loose cables and the like. But temperature influence? Maybe a bad connection somewhere?

Are they replacing it for sure, or attempting a repair first?

Yep, warranty replacement, not a repair. They wanted a bunch of photos of the connector at the HMD end (prior to this, I didn't even know it was detachable!)

From my old electronics days, it sounds helluva like a dry solder joint, but I didn't think they got those with modern flow techniques. I doubt I'll ever find out...
 
From my old electronics days, it sounds helluva like a dry solder joint, but I didn't think they got those with modern flow techniques. I doubt I'll ever find out...

Yeah, I can't remember the last time I ran into one of those now. But I suppose it's still possible.
 
It's taken 5 days to get to them, and they expect 8-12 business days round trip.

So much for that...

Now been without my Rift for 16 days and no hint of the replacement being shipped; they just keep repeating the same line "8-12 business days". Tomorrow is day 12, and they haven't shipped yet, so it's going to be late...

Oculus support are pretty grim to deal with - but not as grim as their shipping/distro people.
 
I wonder how their suit from Zenimax is going. If it's successful, I wnder how much of an impact on replacements under warranty that will have...
 
A little bit off topic, but I seem to have similar problem with my HDK2. Randomly, the HMD display goes black (not just freeze), but the "mirror" of the game is working perfectly on the monitor. Checked everything I can think of to no avail and have submitted a ticket to Razer. So far, only stock replies and its been two weeks at least! :eek: Anyway, feel for the OP, know exactly what he is going through.
 
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Hope you got your or replacement by now. I also sent mine in due to the right side speaker no longer working. Their support is abysmal, this was the third time I had to contact them but only the first they actually did something. Im waiting on my replacement, fingers crossed this one will last over a year but I highly doubt it.
 
So, unbelievably, they have STILL not returned the Rift. It's now 40 Days since I shipped it back, and they are ignoring me on every social media channel, and through the support. They are still unwilling (or unable) to provide *ANY* update. beyond the fact that the Rift was received by someone at their centre.

I am now trying to get an address from them, in the hope of serving them with a small claims court proceeding. At this point, I do not believe in good faith that they have any intention of either returning my property or replacing it.
 
So, unbelievably, they have STILL not returned the Rift. It's now 40 Days since I shipped it back, and they are ignoring me on every social media channel, and through the support. They are still unwilling (or unable) to provide *ANY* update. beyond the fact that the Rift was received by someone at their centre.

I am now trying to get an address from them, in the hope of serving them with a small claims court proceeding. At this point, I do not believe in good faith that they have any intention of either returning my property or replacing it.
Wow, I was getting the vibe that Oculus support was terrible from other stuff I had read (only reading your situation for the first time today). What's happened to you is really bad, especially for such a relatively expensive piece of kit, that's the pinnacle of bad customer service, doesn't bode well for them (or their customers!!).
 
This beggars belief. I can't understand how companies in this day and age keep making the same old mistakes. Terrible customer service never did anyone any good in the short, medium or long term. It really grinds my gears - to pinch someone else's catch phrase.
 
That is pretty terrible service but I suspect they will eventually sent you a replacement. I have a feeling they drastically underestimated the sales increase from the summer rift sale and they just don't have enough replacements to send out. I'd try calling them and asking them to escalate your ticket if you haven't tried that yet.
 
So, unbelievably, they have STILL not returned the Rift. It's now 40 Days since I shipped it back, and they are ignoring me on every social media channel, and through the support. They are still unwilling (or unable) to provide *ANY* update. beyond the fact that the Rift was received by someone at their centre.

I am now trying to get an address from them, in the hope of serving them with a small claims court proceeding. At this point, I do not believe in good faith that they have any intention of either returning my property or replacing it.

*gulp*

I'm still in the process of fighting just to get them to accept responsibility under the terms of their warranty. Not looking forward to the possibility of a 40 day wait if and when I finally wear them down ...

:( My-Rift-just-broke!
 
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