It just saddens the heck out of me to have to write this review. I’ve been a huge fan of oculus and their products and recommended headsets to countless people.But I bought a new oculus rift s back in early feb 2020. It worked for about a month and just completely stopped displaying any video. So I started working with their support team to resolve the issue, which is where the problems started...At 1st it was no problem, they had me try this and that on my computer, ruling out the simple things. But the tasks they had me doing quickly got more elaborate, and every email I was working with a new person. They’d email me steps to try, I would perform the steps, and there would never be any change and my headset would still be broken. I’d email back, and I’d get a response like “let’s try this 1 last thing...” My speculation is that the oculus support team is playing “hot potato” with my issue. My guess is that each individual is pressured to keep their “resolved without replacement” rates high, so each support rep is incentivized to “try 1 last thing.” Even if the rep fully suspect that the issue needs resolved via physical replacement, so that the warranty replacement doesn’t get dinged against their metrics (I experienced metrics like these 1st hand when I worked at AT&T years ago, but that’s another story)So that’s where I’m at now, it’s been since 3/13/20 that I 1st tried to resolve this, And my headset is no less broken that the 1st day. (Full disclosure I did get fed up with the endless “try this” and did give up for a brief period) But what stinks is that I was such a word of mouth advocate for Oculus, and now I’m just so frustrated with them.
