Oculus Rift Customer Service Issues

I own the Gear VR consumer edition and have been trying to get it to work with my Samsung Galaxy S6. After successfully downloading and installing the necessary applications for the Gear VR, I encountered an issue where I wasn't able to fully install any games or apps from the Oculus store. For example, I purchased Dreadhalls for $4.99, but when I tried to install it, I received an error message saying, "Could not install Dreadhalls." This problem also occurred with other apps like Netflix. I have been waiting for three weeks to use my Gear VR, and it's frustrating to run into these installation issues. Your assistance in resolving this matter would be greatly appreciated.

I downloaded a VR movie for my Samsung S7 Edge and Samsung Gear VR, but I couldn't find it in the VR Gear. I then tried downloading the same movie on my PC and transferred it to my S7 under the VIDEO folder. When I searched for it on my VR Gear, I found the movie, but it played in side-by-side mode instead of VR mode. I've also downloaded a VR viewer but couldn't find it on the Gear VR. I've spent hours searching on YouTube for solutions, but I'm still feeling very frustrated.

I recently purchased a new Alienware PC and initially, everything was running smoothly. However, after downloading several games, I encountered issues with games like Journey, Arktika, and megaton rainfall not starting properly. Despite attempting repairs through Oculus and updating Java as suggested by Oculus support, the problem persists. I also have trouble with SteamVR but will address that in another email. As someone who isn't very knowledgeable about computers, I'm finding this situation frustrating. Any assistance on resolving these gaming issues would be greatly helpful.

I purchased an Oculus Rift when it was first released and got the touch gloves as well. My son and grandson enjoy using it. For Christmas [redacted], Lenovo offered a Star Wars Lightsaber System to use with the Oculus Rift, which I bought from Walmart.com. However, it did not come with the necessary cables to connect to the Oculus system. We have been trying to obtain these cables for over a year without success. My son received a $[redacted] gift that he cannot use due to the missing cables. He hesitated to inform me of the issue, not wanting to worry me as I am 83 years old. Lenovo has not been responsive to anyone regarding this matter. Their customer service is poorly managed. Your assistance in resolving this would be greatly appreciated. Thank you.

I am having issues with Oculus accepting my payment methods. I have been trying to buy games and apps for two weeks without success. I opened a ticket immediately after encountering the issue, but I have not received any resolution in two weeks. I ended up spending $[redacted] to $[redacted] on Steam because their payment system works properly. I am disappointed by the lack of support from Oculus as I have heard similar complaints from others. I wish I had read more reviews about their customer support before purchasing the Oculus. I am frustrated with the time I have wasted trying to make a purchase. It seems like I may have to switch to Vive and Steam for a better experience.

I've been troubleshooting my Oculus for the past six months on and off. I have a custom gaming PC with an Octacore processor, a Nvidia [redacted] graphics card, and 24GB of RAM. I've reinstalled Windows 10 and removed power gates on my USB inputs. The main issue lies with sensor tracking. During setup, when pairing the sensors with my controllers, it either doesn't detect them or times out after holding the trigger. I bought a powered USB 3 hub to improve sensor power, but they only display "error" when plugged in. Currently running sensors on USB 2 ports, they initially work but lose tracking after a while. I've spent a lot of time troubleshooting, and it's becoming a time-consuming problem. Any suggestions would be greatly appreciated. Best regards, Theo

I recently purchased a pair of eyewear lenses in December, and they are not functioning properly. I believe it's unreasonable for them to have issues so soon after buying them. I'm quite disappointed with the customer service as I think customers should have the ability to speak to someone regarding their concerns. Can someone please reach out to me at [redacted] to discuss how this issue will be resolved? Due to the lack of communication, I regret to say that I would not recommend this product to others.

I've had my headset for about a year now. Recently, the Oculus update was pending for a while. I decided to use the patch to fix it, but then the Oculus app would open and close repeatedly, though I could still play games. Today, the audio stopped coming out, and without access to the app, I couldn't fix it. I got the patch again, and this time it deleted all the Oculus software from my PC even though I only pressed the fix button. I'm currently re-downloading and quite frustrated.

I placed an order for an Oculus Quest bundle over a week ago, and I received an order number for it. The email notification mentioned that it would be shipped within two days, but it hasn't been shipped yet. I am unable to find a way to track my order. The absence of a phone number or clear customer service options for such a high-value item is a poor choice by the company. If I had been aware that direct contact with the company was not possible, I would have reconsidered my purchase. How can I receive an update on the status of my order?

Hello, I recently emailed about my order for an Oculus Rift S placed over a week ago with my credit card order number [redacted][redacted]. I realized there wasn't enough money on my credit card, which caused the order not to process. I have since added funds to my credit card. Please reach out to me so we can proceed with the order. This purchase is important to me as it is a Christmas gift. Thank you.

I purchased an Oculus Rift S VR headset for my son on November 27th from Best Buy, and it was delivered on December 1st, [redacted]. Unfortunately, he's unable to use it after the first time because it needs an update that he doesn't have enough space for on his computer. I contacted Best Buy, and they mentioned I need to go through you for the return due to health and safety regulations. I bought it online, have the receipt, and kept all the original packaging. My son worked hard to save up for this, and it's disheartening that it's not working out. We would appreciate a refund as the headset is of no use to him. Thank you, April T.

I've been receiving alerts from my bank about my card being used without my knowledge. It's happened before, but the last legitimate purchase I made was on December 3rd, not today (12/12/19). I found the situation alarming, so I removed my credit card information from the Oculus App. I would like a refund for the unauthorized charges. Unfortunately, I'm unable to take a screenshot to show you the alerts because the Wells Fargo app blocks screenshots for security reasons.

I recently purchased a Rift S, and when downloading the software, I completed all 9 updates successfully. However, the display port is not being recognized, while the 3.0 HDMI cable is acknowledged. I made sure not to use a display adapter, as my Alienware Aurora R9 has an available full-size DisplayPort. Despite updating the NVIDIA drivers, connecting only the HDMI cable first until the white light appeared between the lenses, and then adding the display port, the issue persists. The HDMI shows a green check mark, but the display port continues to show a spinning circle. I have attempted restarting the PC multiple times with just the HDMI, both cables, and solely the display port without success. Thank you for any advice you may have.

My grandson received the Oculus Go for Christmas last year. He used it for a while but then stopped. We recently tried to use it again; however, it's continuously stuck on a loading screen with a spinning circle of dots. I've tried reinstalling the Oculus app, but it keeps disappearing from the Play Store before it installs. The device won't do anything other than show the loading screen or offer options to restart, power off, or cancel. This is frustrating as it's a practically new device that should be working properly. It's disappointing that I can't find a phone number to contact for support to resolve this issue.

I am in need of assistance regarding my grandson's Oculus Go. It appears to be malfunctioning - we are unable to use it properly. We would greatly appreciate it if you could repair or replace the device promptly. After investing in this product, we expected it to function correctly, so it's disappointing to encounter these issues. The content on my phone related to the Oculus Go games has vanished, and we are stuck on the loading screen or restart option on the device itself. I urge you to resolve this matter promptly as it has left both myself and my grandson dissatisfied. I am bewildered as to why I have to resort to reaching out on this platform rather than being able to resolve the issue efficiently over the phone. Your swift assistance in addressing this problem would be highly valued as I am currently reconsidering recommending this product due to the unresolved concerns we are facing.

After downloading and installing the Oculus app, I proceeded to check the USB 3 and Display Cable. Initially, both checks were marked with a green tick, but during installation, the process froze, leading me to terminate it after 20 minutes. Now, when I reconnect the USB cable to any 3.0 port, the check fails with a big red X. I've attempted various solutions like reinstalling the app, rebooting my computer, removing all Oculus-related drivers in the Device Manager, updating all drivers, and following steps from the forum to open the Oculus driver, but I'm still stuck with a red X for USB 3. Display Cable shows a green check. Assistance would be appreciated.

I have been in contact with customer support multiple times in the last two weeks regarding my Oculus Go issues. Despite working with a representative named Rebecca, I have not received helpful assistance. Although I resolved the charging problem, I ended up purchasing a new controller because the old one wouldn't pair, only to encounter the same issue with the new controller. As I am not very knowledgeable about electronics, I requested guidance for resetting my Oculus Go over the phone and was denied. Rebecca, the customer service representative, seemed indifferent to my lack of tech skills and the fact that my device is currently unusable. I am seeking assistance from Oculus to help me reset my Oculus Go as I am unable to use it.

Hello, I recently received my Oculus Rift S in the mail and was eagerly anticipating using it. However, I have encountered issues during the setup process. Despite plugging in the required wires, the sensor test keeps failing. I learned that the Rift S should appear twice as a USB Device under Universal Serial Bus controllers in the device manager, but it only showed up once for me. I followed a forum's advice to uninstall it to resolve the problem, but even after reinstalling the USB, the device did not reappear in the manager. Additionally, the only indication of activity I get is through sound devices, as the audio works but there is no visual display on the lenses. I even went as far as completely resetting my PC, but the problem persists when reinstalling the Oculus software. It's been a disappointing first day owning the Rift. I have attached my setup log for reference. Thank you for any assistance you can provide.

I placed an order with confirmation number [redacted][redacted]. I waited patiently from December 20 until the projected shipping date of February 11. After a few days and no shipping notification, I checked my email. I found a notice that payment could not be processed and the order would be cancelled by February 11, which had already passed. I accessed the system and followed the prompts to update my payment method. However, there was no indication of whether the information was accepted, if the order had been cancelled, if it was being processed, or if I would need to wait an additional two months. I would appreciate an email informing me of the status of my order or contact information to clarify when I can expect the shipment or if I need to cancel.

I am concerned about my order that was due to arrive today. However, when I attempted to track it, I received a message stating that the order does not exist. I am hoping for assistance in locating my order with tracking number [redacted][redacted]. The order was placed by Tonie Gaskin at 26 Dartmouth Trace, Ormond Beach, Florida, [redacted]. Due to an error in the email address, I had to place the order twice, resulting in being charged twice. I am in contact with my bank to sort out this matter. I would greatly appreciate any help in identifying the current status of my order and its expected delivery time today. If this wasn't a gift for my grandson, I would consider returning it. It has been frustrating not being able to speak with a customer service representative, unable to cancel one of the orders, and being informed that the email issue could not be rectified for the initial order.