June 8th - Unable to Check Oculus Guest Order Status

Customers with Oculus Guest orders may experience issues (loops endlessly, order status doesn’t show up) when checking the order status via the link provided in email.

This is a known issue and engineers are working on a fix

For the time being, please try these workarounds:

Ensure the customer is completely signed out of their Oculus account on our website, before clicking on the link.
Have the customer check the order status using private/incognito mode on their web browser.
Use a different device (PC/Phone)

May 22 - SHOP Migration update and RMA issues

At this time, over 90% of NorthAm webstore orders have been migrated into SHOP and can be found in SRT. Since there are a few RMA issues that haven’t been resolved yet, we are going to open up RMAs for NorthAm orders to a small group of agents at this time. Once we have those issues resolved, we can begin opening this up to a larger group. Your TL will let you know if you are selected to do RMAs or not.

FOR ALL RMAS GLOBALLY - Please be on the look out for the following issues and special instructions:

Oculus Go replacement RMAs - Do not use the Oculus Go full kit (default) option
We are extremely low on stock and need to reserve those for exceptions/emergencies and DOA cases that are within 14 days. If you need to replace multiple parts for a customer (such as the headset and controller), create two individual component replacement RMAs.

Orders that have an expired RMA (seen in CSR tool) - do not create another RMA in SRT
There’s a special process to handle expired RMAs, please flag those to the CS Logistics Specialists by adding it to the RMA investigations sheet.

Oculus Marvel Bundle - RMA form is missing parts (hold off on creating the RMA)
We are working on getting this updated and expect it to be resolved next week

Oculus Rift OG - RMA form is missing parts (hold off on creating the RMA)
We are working on getting this updated and expect it to be resolved next week

Non-migrated orders
If you need to create an RMA for a customer but their order hasn’t been migrated yet (as confirmed in CSR tool), do not process it in CSR tool. Please use CSR tool to check:

if it has an open or active RMA tied to it
if it’s an order from before Aug 2017 OR it’s a replacement where the original order was from before Aug 2017

Please hold off on creating RMAs for these cases and help us track it here: Non-migrated Orders: RMA Processing Errors

RMA errors in SRT
If you get an error on any of the RMAs you create, please help us track those RMAs here: SRT RMA Errors: RMA Processing Errors.
We’ll have engineering review these issues. In the meantime, please hold the tickets.

Customer reports their refund is less than it should be
If a customer reports that their refund was short and SRT shows that the refund is less than what the customer paid, please help us track those RMAs here: Refunds not including tax amount: RMA Processing Errors.
We’ll have engineering review these issues. In the meantime, please hold the tickets.

May 21st - Restart Loop Ticket Handling

Going forward, all Restart Loop (T58513453) tickets will be actioned thusly:

Troubleshoot issue normally
Once troubleshooting exhausted, escalate to L2
L2: Issue full kit RMA (RUR)
If customer reports issue persists with replacement, issue another full kit RMA
Once any given customer has received 2 replacements for the Restart Loop issue, assign to Andrew Smith-Moreland's "Oculus Level 3 - OVR Escalation/Sensitive" queue

May 5th - COVID-19 response for customer returns

In the event where a customer has to return a product and they inform us that they were either potentially exposed to Coronavirus or directly affected by it, please advise them that it's ok to return their product as is. All of our warehouses are fully prepared and safely equipped to accept returns.

Messaging to customers for RMA delays:
Thank you for raising this concern with us. Health and safety is a top priority for our team.

You can return your ______ at your earliest convenience by following the instructions from the RMA email (this will be sent to you in a separate email).

Our return centers have appropriate protocols in place to safely receive and review your return once it arrives.

April 30th - Portal KB - Preview now live

A new section has been added to the KB, which provides support guidelines and information for the Portal line of products.

This is a preview version, and will be subject to change until finalized

Feedback is welcomed, and can be provided to team leads.

Feedback left via the feedback tool will still be received, but is not easily distinguishable from Oculus feedback. It is preferable for all feedback on the Portal KB Preview to be routed through team leads.

April 30th - Known issue with Voice Chat in Parties on Rift CV1

In v16, there is an issue which affects a limited number of customers on the Rift CV1, wherein voice chat in parties will sporadically drop out.

There will not be a hotfix released for this, as it has been fixed in v17, and does not affect a majority of customers.

For customers who report this issue, they may opt into the PTC as a workaround until v17 has released.

UPDATED April 26 - SHOP Migration and SRT update

Important: Do not create RMAs during SHOP migration
We will begin SHOP migration this week. Once SHOP migration begins for a specific region, we must stop creating Oculus RMAs on all orders from that region in CSR tool. You can still look up orders in CSR tool and cancel orders that haven’t processed yet. If someone attempts to create an RMA, it could potentially break migration.

Once migration is over for the specific region, we will be able to create RMAs in SRT. There will be times where we won’t be creating RMAs for a couple of days. Please let the customers know that we’ll process their RMA as soon as possible. Please also make sure you have clearance from you Team Leads before creating any RMAs in SRT.

Migration roll-out schedule
The dates and time listed below are in Pacific time zone, please make sure you are planning in your local time zone to know when your team has to stop creating RMAs.

Phase 1a. Migrate all South Korea and Taiwan orders
Start: April 27, 12pm PST (stop all RMAs)
Target Completion: April 28 at 5pm PST
Actual Completion: April 29th

Phase 1b. Migrate the rest of APAC (JP, NZ, AU) and EMEA + UK orders
Start: April 30, 12pm PST (stop all RMAs)
Target Completion: May 5, 2pm PST - NOT COMPLETED, HOLD OFF ON RMAS UNTIL FURTHER NOTICE

Phase 2. Migrate all U.S. and Canada orders
Start: May 8, 12pm PST (stop all RMAs)
Target Completion: May 15, 5pm PST

Messaging to customers for RMA delays (personalize it to fit your response):
We will work on setting up your return and getting the pre-paid shipping label emailed to you as soon as possible. We are currently undergoing some system maintenance so it may take up to a week for the label to generate. We apologize for this delay and appreciate your patience with this process.

April 24 - Movie Store and Gear VR update

As you all might know, we sent a notice to customers last month regarding the deprecation of Gear VR and what to expect. More info can be found here: https://support.oculus.com/198231711449088

Due to license agreements expiring at the end of the month and as part of the Oculus Video deprecation, all Gear VR users with movies purchased will lose access to them on midnight, May 1, 2020. This week, we sent out emails to ~8000 customers who have purchased a movie on Gear VR to let them know, and to inform them that we will be giving them promotional store credit which will be applied to their account within the next 10 business days.

Credit amount has been broken up into tiers of $15, $25, $40, $60, $90, $150, $300, and $715. We do not need to tell the customers about the different tiers or what they're getting. In the event a customer asks why they got more or less than someone (such as a friend or someone on reddit), we can then advise them that the credit amount is based on their historical spend on games and apps (on their Oculus account).

Email copy
Subject: Changes to Movies in Oculus Video on GearVR
Body:

April 9 - Order and replacement shipping delays + Returns

Currently, our warehouses and the couriers are still in action and working hard to ship/deliver orders to our customers all around the world as quickly as possible. However, due to the current COVID-19 situation, the couriers’ delivery flow may be impacted in some regions, as there are restrictions being put in place for different countries and cities.

For most of these cases where customers are experiencing a delay, we’ll need to assure them that we’re doing our best to get all shipments out as quickly as possible. Please do your best to assist the customer with the information you have.

If the customer has a tracking number, please advise them to continue to check the tracking details for the latest updates from the courier. Do not escalate the case unless there has been no movement or updates on the tracking at all for more than 5 business days.

If the customer does not have a tracking number, check if their order has been "extracted for shipment" for more than 3 business days.

If it has been more than 3 business days: escalate the ticket to your CS Specialist
If is hasn’t been more than 3 business days: advise the customer that we’re still working on processing their order and thank them for their patience.

Returns

If a customer needs to drop off a return, but isn’t able to because the drop-off locations in their area are closed or it’s not safe for them to leave their house, please advise:

FOR REFUNDS

Is there someone else in their household that can help them do the drop-off?
If the customer is within the 30 day remorse period and need a little more time to do their drop-off, issue the RMA while they are within warranty and advise that we’ll extend the return period and allow 2 additional months from the day the RMA was issued) to return their units but the sooner the better. This gives them 2 to 3 months (max) to actually drop off the return (usually it need to be dropped off within a month from when the RMA is issued).

If they are not able to drop it off within 90 days from when they bought it, they need to let us know immediately.
If they are already past their 30 day return window at the time they contact us about their issue, the standard policy stands, no refund RMA. If it’s within the first 90 days and they have a very compelling reason, talk to your TL to see if an exception can be made.
TLs, only grant the exceptions in extreme cases. If you do grant the customer an exception, you must advise the customer to find a way to return their device immediately. Returns that come back to the warehouse after 4 months from when it was purchased are not guaranteed a refund as it is 3 months beyond the 30 day return policy (customers need to be aware of this disclaimer).

If neither option 1 or 2 will work for the customer, advise the customer that we’ll look into this further and get back to them. Please reach out to your CS Logistics specialist for guidance.

FOR REPLACEMENTS

Is there someone else in their household that can help them do the drop-off?
If the customer is in warranty at the time they contacted us about their current issue, we can honor a replacement as soon as they are able to drop off their return.

Example: If the customer is in warranty now and isn’t able to drop-off their device, but will be able to drop it off in a couple weeks or whenever it’s safe to do so in their region (and their warranty is expired by then) we will still accept the return and get them a replacement.

If neither option 1 or 2 will work for the customer, advise the customer that we’ll look into this further and see what if there’s anything else we can do. Please reach out to your CS Specialist for guidance.

*We need to strongly encourage options 1 and 2 to customers wherever we can.

March 25 - Quick Purchase Experiment Issue

Some users were opted into a Quick Purchase experiment that allowed them to choose the option to not enter a pin/password when they make a purchase. After resolving a separate issue it caused folks who opted to use Quick Purchase to see a PIN dialogue where any number could be used since they opted to not enter a PIN to purchase.

If we receive contacts specifically asking about this scenario please send the following:

"By default, we require you to set a PIN and enter it each time you make a purchase on the Oculus app store. If you enter a wrong PIN, your purchase will fail. We were running an "Enable Quick Purchase" experiment to allow people to opt-out of entering a PIN when making purchases.

People who opted out of using the additional PIN security feature on their account were presented with a false PIN dialog box. Since there was no longer a PIN associated with their account, any number would work. We are working to fix this issue to no longer show the false PIN dialog. In the meantime, we are requiring every user, including those who have opted-out of PIN entry, to enter their valid PIN/password to make a purchase.

We apologize for any confusion this may have caused, but rest assured that if you kept PIN security enabled, this issue did not affect you."

Please continue to escalate any unauthorized purchase tickets per the standard escalation process.

March 18 - WELCOME25 promotional codes

An experimental promotion was released to some users for 25% off their next purchase which expires on the date they received in the email. Some customers outside of the U.S. received a different promotional copy stating that they could use the code WELCOME25 for 25% off as often as they'd like until the end date.

Due to this we will be honoring the copy that was sent to users outside the U.S. So any user who got the email outside of the U.S. will now be able to purchase 25% as many titles as they'd like until the expiration date in their email. If you receive non-US contacts please ask them to try again and let them know it should be resolved.

March 18, 2020 - Refurbished Oculus Rift+Touch bundle available for sale (U.S. only)

We officially launched the “Refurbished Oculus Rift+Touch bundle” for sale on the Oculus webstore and through a few select retailers (U.S. only). In the bundle, the Rift headset, cable and Touch controllers are refurbished but the facial interface are brand new.

Webstore link: https://www.oculus.com/rift/ (this can be found by scrolling to the bottom of oculus.com and clicking Rift under the products section)
Bundle SKU: 301-00302-01
Return policy: 30-day return policy (aligned with our standard return policy)
Warranty: 6-months for refurbished products
Replacement: Always issue refurbished parts for replacements (regardless if it’s DOA)

It is important to note that for this specific bundle, the box serial number is the same as the headset serial number.

March 4th - Coronavirus Messaging

Refer to the messaging in the following article for all contacts regarding the Coronavirus:

Coronavirus Messaging/Inquiries

For all inquiries directly regarding COVID-19 (Coronavirus), please refer to the following messaging:

We're taking precautions to ensure the safety of our employees, manufacturing partners and customers, and are monitoring the situation closely.
For more information, please refer to the [CDC's Frequently Asked Questions](https://www.cdc.gov/coronavirus/2019-ncov/faq.html) page, or the [World Health Organization's Q&A](https://www.who.int/news-room/q-a-detail/q-a-coronaviruses) page.
If you have further questions or concerns regarding how Coronavirus can affect your Oculus experience, we recommend you reach out to your local healthcare professional.

If asked specifically about the location of Oculus warehouses and manufacturing facilities:

We are unable to disclose the exact location of our manufacturer location for security purposes.

Ligação permanente

February 24th - Oculus Research Study

We're reaching out to ~350 Oculus Quest owners in the Chicago area for an upcoming research study. Please escalate if there are any issues. Users will receive the following email:

Subject Line: Participate in an upcoming Oculus user research study in Chicago!

Hello, We're collecting feedback about our virtual reality experiences and products. We are looking for people 18 years or older to participate in a 90-minute research study on Tuesday March 10, Wednesday March 11, or Thursday March 12. The study will be held at a research facility office in Chicago.

To thank you for your time, you will receive $175 if you are selected and participate in the study. Based on your responses, our research partner, AnswerLab, will be contacting you if you are available to participate and qualify for the study.

Follow this link to the Survey: [button] Or copy and paste the URL below into your internet browser: [link]

Thanks,

The Oculus Research Team

February 19th -
[Quest] Out Of Stock messaging
Provide the messaging below for each customer inquiry type:
Customers that can’t order Oculus Quest or Link Cable at all from oculus.com
At this time, our webstore and some of our retail partners are temporarily out of stock on Quest/Link Cables/Rift S. We’re working to restore availability in all channels as soon as possible. We really appreciate your interest and patience while we work through this.
We recommend checking oculus.com or our retail partners online for the latest updates on availability.
Customers that have a pending replacement (and they’ve already sent back their defective Quest or Link Cable or Rift S)
At this time, we are temporarily out of stock on Quest/Link Cables/Rift S. We’re working to restore availability as soon as possible. Once we have Oculus Quest/Link Cables/Rift S in stock, your replacement will be prioritized and shipped out right away.
We sincerely apologize for this inconvenience and appreciate your continued patience while we work through this.
Customers that placed an order in December and January and their order still hasn’t processed (the backlog)
Our webstore and some of our retail partners are temporarily out of stock on Quest/Link Cables/Rift S. We’re working to restore availability in all channels as soon as possible and we truly appreciate your patience while we work through this.
At this time, you have not been charged for your order yet. If you’d like to cancel and reorder at another time or through another retailer, please let me know. Otherwise, you will be charged once your order is ready to ship.
We sincerely apologize for this inconvenience and appreciate your continued patience while we work through this.
Customers that placed an order successfully and their orders were cancelled by the FB Risk team
Response for if the customer is approved to reorder by the FB Risk team
We looked into your order and it seems we had issues processing it with some of the information you provided.
[insert risk outcome here]
At this time, our webstore and some of our retail partners are temporarily out of stock on Quest/Link Cables/Rift S. We’re working to restore availability in all channels as soon as possible and we truly appreciate your patience while we work through this.
If you’d like to place a new order, we recommend checking oculus.com or our retail partners online for the latest updates on availability. We sincerely apologize for this inconvenience and appreciate your continued patience while we work through this.
Customers the ordered successfully but their shipment was undeliverable and returned to sender
We looked into your order and see that UPS/FedEx was unable to successfully deliver your shipment to the address you provided. Since it’s being returned to our warehouse, we will issue you a full refund for this order. Please allow up to 5-7 business days for the refund to reflect in your account.
At this time, our webstore and some of our retail partners are temporarily backordered on Quest/Link Cables. We’re working to restore availability in all channels as soon as possible and we truly appreciate your patience while we work through this
We recommend checking oculus.com or our retail partners online for the latest updates on availability. We sincerely apologize for this inconvenience and appreciate your continued patience while we work through this.
Customers that ask if the Quest Out Of Stock issue is due to the coronavirus, and how Oculus production/ETA is affected by it
Messaging for this must only be used if specifically asked about coronavirus
Oculus Quest/Link Cable/Rift S has been selling out in some regions due to high demand. That said, like other companies we're expecting some additional impact to our hardware production due to the Coronavirus. We're taking precautions to ensure the safety of our employees, manufacturing partners and customers, and are monitoring the situation closely. We are working to restore availability as soon as possible.
Esta informação foi útil?
Sim
Não
Ligação permanente

February 11th - Updated process for handling undeliverables (RTS shipments)

Once you confirm that an order is being returned to sender (via the tracking), add the details to the undeliverables tab of the RMA investigation sheet and hold the ticket. Once the undeliverable shipment has been reviewed and processed, you will receive an update on your ticket.

Do not escalate the ticket.

January 27th

NYT Go App Deprecation Reactive Messaging

The New York Times has removed their app from the GO App Store. As of now, the NYT logo and app is still being featured on the GO packaging. For these contacts, provide reactive messaging and store credits to those that contact support with complaints.

This will apply for the remaining 6 months that GO is on the market.

To receive a code for these customers, Tier 2 will need to request them from Tier 3 via Quip. Escalate the case to Tier 2 with the following information:

Customer's UID

Once Tier 3 has provided a code, respond to the customer with the following messaging, and include the provided code:

Messaging:

Dear Customer,
Thank you for contacting Oculus Support. The NYT app is no longer available for download on Oculus Go. We apologize for any inconvenience this may have caused, and for your trouble, we are providing you a $XX promotional code to use towards your next digital purchase in the Oculus Store.
XXXXX-XXXXX-XXXXX-XXXXX-XXXXX
To learn how to redeem your promo code, please [https://support.oculus.com/2173343572940225/](click here).

[Tier 2] NYT Go App Deprecation Escalation Process

Enter the ticket# and UID into the Oculus Support - Global chat.

Tier 3 will reply with a code at the earliest opportunity.

Provide this code to the Tier 1 agent who escalated the case.

Ligação permanente

January 6 - AA Battery leaks/damage handling

If you receive a ticket where customer reports AA batteries that came with Oculus product is leaking/physically damaged, please refer to the "Health and Safety" section of Oculus KB. Under "Headset Heat Battery Issues" section you will find handling instructions in [AA Batteries] Battery leaked/damaged.

UPDATE January 7 - Oculus Link is available for UK and EMEA customers via webstore
December 18th - Oculus Link cable launches on Dec. 19

Oculus Link is going to be available for purchase starting on December 19th, 2019 via webstore.

Webstore: Oculus Link cables on Oculus.com will be available for U.S., Canada, and APAC only. UK and other EMEA countries will come at later time (no ETA yet).
Retail: *coming soon* available to Amazon and Best Buy U.S. only (TBD: late December to early January).

Note: For warranty replacements, Oculus Link cables must be processed as replace upon receipt.

December 17th - Referral Code Program Suspended

The Oculus Referrals program is currently suspended, and customers will not be able to generate or redeem referral codes.

For these contacts, provide the messaging below:

Thanks for your inquiry. The Oculus Referral program is currently undergoing some changes and is unavailable for use. This means that you will not be able to generate new referral codes or track the progress of outstanding referrals at this time. We do hope to bring back this program in the future. The team greatly appreciates your patience while this work takes place and we apologize for any inconvenience this causes you in the meantime.

December 10th -
Asgard's Wrath Promotion
From 12/10/19-12/15/19, customers who purchase a Rift S from Oculus.com that is shipped to a US address will receive a 5x5 code for a free copy of Asgard's Wrath
Customers will receive this code as part of the ship confirmation email. Customers will also be informed of the promotion on checkout.
This will only apply to Rift S orders that are shipped to a US address, and were ordered via the oculus.com webstore. All international orders will not receive the promotion.
Support will provide additional 5x5 codes for any customer escalations regarding this promotion.
These codes will be provided to customers who contact support within 30 days of the Rift S purchase, and if the Rift S purchase was made between 12/10/19 - 12/15/19
Asgard's Wrath Codes (Quip Doc)
Esta informação foi útil?
Sim
Não
Ligação permanente

November 19th - ARTICLE REMOVED

November 18th - Oculus Link Launch

The software for the Oculus Link has been released, and is available to all customers on the latest version.

Here is the public Blog for support of Ocuus Link Launch:

https://www.oculus.com/blog/play-rift-content-on-quest-with-oculus-link-available-now-in-beta/

Here are the public facing articles:

https://support.oculus.com/525406631321134/

https://support.oculus.com/572216283519517/

https://support.oculus.com/444256562873335/

Customer may need to wait 24 hrs before their Oculus client will have access to the Oculus Link software.

The software is currently in beta, and customers may experience issues.

Please escalate quickly and often anything that seems unusual or uncovered in our agent facing KB:

Thanks and happy launch day!

November 15th - Tools Outage

On Friday November 15th, from 6pm-11pm PST, Oracle will be down for maintenance. During this time, CSR and other tools dependent upon Oracle will be non-functional.

November 7th - Oculus For Business support articles

Ticket handling procedures and known issue guides for Oculus for Business contacts have been published, and can be found in the "Oculus For Business" help page in the navbar.

November 7th - Gear VR End of Support

As of November 7th, 2019, the Gear VR has entered End of Support. There are a limited number of Gear VR-compatible devices for which we will still provide full support. More information can be found in the article below:

Gear VR - End of Support

Gear VR will enter End of Support on Thursday, November 7th.

Provide only the approved messaging below for Gear VR inquiries regarding End of Support:

As our focus is on delivering great experiences for our more recent devices, we won’t be releasing any new features for Gear VR in the future, and we won’t be adding new Gear VR apps to the Oculus Store after 9/15/2020. That said, you’ll still be able to use your Gear VR, use all the apps in your Library, access the Gear Store, and download existing apps from the Store as usual. While the majority of apps you use on GearVR will still be available and won’t change, you’ll see changes to a few specific Oculus apps as of April 1, 2020: Oculus Photos, and Oculus Video will no longer be available to download on Gear VR. If you already have these apps in your Library, you’ll still be able to use them. The Oculus Movie Store will no longer be available to download or use on Gear VR. If you purchased movies from the Oculus Movie Store in the past, we’ll send you an Oculus Store credit equivalent to the cost of those titles. Thank you for being a VR pioneer and loyal user of Gear VR, one of the earliest consumer VR products. We hope you’ll continue to enjoy your Gear VR into the future. If you have any further questions about the changes, you can find more information at the Oculus Support Center.

For customers with a Gear VR, provide support only for issues related Oculus Accounts. For all other issues, refer to Samsung.

Ligação permanente

October 14th - RMAs can no longer be cancelled in CSR Tool

Going forward, the cancel RMA button in CSR tool is no longer to be used. Even if you see the button available, do not click it.

Be very diligent when creating RMAs, take your time and reach out to your Tier 2 senior for guidance when needed. If you realize that you made a mistake and need to cancel an RMA, it has to be done on the back end by the CS Logistics specialists. Add the RMA info to the RMA investigations quip doc under the RMA cancellations tab.

October 9th - Disposition Changes

The following case dispositions have been added:

Adding “Application Won’t Update” under “Experience Management” to more explicitly differentiate between install and update issues.
Adding “Oculus Web Browser” as a 3rd level cause under “Experience Management” issues (crashing, install, etc.) to capture when users are having issues related to this core experience.
Adding “Oculus Web Browser” as a 2nd level issue under “Experience Usage” with 3rd level causes to capture issues related to this core experience.

September 16th - EFFA returns for Oculus Rift Halo headband [US only]

Due to the increased contacts with Rift S Helo Headband fit wheel issues, our EEFA team would like to get some units back for review.

Tier 2: please start processing replacements for Oculus Rift S Halo headbands as replace upon receipt for U.S. customers until further notice and fill out the EFFA tracking doc. We do not need the top strap back, only the headband part.

We can process RNRs for customers outside of the U.S.

September 13th, 6pm-8pm PST - Scheduled Oracle Outage

On Friday, Oracle will be brought down for scheduled maintenance.

This may affect CS tools which rely on Oracle, such as CSR.

If outages occur during this time, please wait until after 8pm PST on Friday the 13th, and test to see if the issue persists before escalating.

September 5th - Rift End Of Life messaging

Customers may contact us with questions regarding end-of-life support for the Rift headset and accessories, along with, how this pertains to their warranty. Please tag these contacts with the following relevant tag:

eol_tb - End of Life Touch Controller Bundle
eol_rh - End of Life Rift Headphones (On-Ear)
eol_re - End of Life Rift Earbuds
eol_rc - End of Life Rift Headset Cables

Rift Headset Cables

If the customer is reporting an issue with their Rift cable that occurred through normal use, escalate the ticket to L2 for further review. Note: This applies whether the customer's Rift is in or out of warranty.

If the customer reports that their Rift headset cable was damaged (e.g. pet damage, entire cable is heavily twisted, torn cable and sheath) provide the End of Life messaging below.

Exception: If the customer resides in California, please escalate the ticket for further review.

RIFT TOUCH BUNDLE, ON-EAR HEADPHONES, EARBUDS

If the product is out of warranty or damaged, provide the End of Life messaging below.

End of Life Messaging:

As Rift is a product that is no longer in market, our team is evaluating options for customers outside of warranty. For further information and updates, please keep an eye on our public communications channels.

Note: the above messaging is available in the [Oculus Support] L1::Messaging::Rift End of Life Messaging macro in Zendesk

Rift

August 27th - Errors creating RMA's, changing addresses, and performing software refunds [FIXED]

An issue was reported this morning and we're currently investigating an issue creating RMA's, changing addresses, and performing software refunds through CSR tool. We will provide additional status updates as they come in. Please tag with: VTX - this should now be resolved.

August 23rd - Oculus Compatibility Tool is being removed

The website will have the executable removed from hosting and updated with the following messaging: “The Oculus Compatibility Tool is no longer supported and will not be receiving future updates.” The Oculus Support Center will also be updated to remove all references of the article.

General Messaging: “We’ve ended support for the Oculus Compatability Tool. As a much wider range of VR-compatible PCs and resources are available today, a dedicated tool isn’t needed any longer. That said, you can always reach out to Oculus Support for additional help with setting up your Oculus ready PC.”

August 19th - Service Status | Oculus Support Center

A public-facing Service Status page has been added to the Oculus Support website, which customers can check during service outages or disruptions, to see which services are affected.

On the bottom of this page, there is also a link to the latest Release Notes for updates to Oculus Home.

August 7th - SRT Invitation Emails

Agents will begin to receive invitation emails to join SRT. Please do not respond to these emails yet. Further instructions will be incoming, and these will likely be saved for onsite roll-out.

July 19th - USB Update Errors after Updating Windows

Some users may be receiving an error to update USB drivers but they're on the latest version already. This is related to the 1903 Windows update and this should not have any effect on the user experience. We're working to create software enhancements in the future to help update this error message.

June 24th - Quest Guardian Drift Hotfix

We are beginning the roll-out of a Quest hotfix (30%) to address Guardian Drift. There will be no public facing patch notes. Here are the approved reactive responses:

Q: I noticed my Guardian drifting. Is this a known issue? What is Oculus doing about it?
A: Thank you for reaching out. We designed Guardian to meet a high standard for stability and performance in both optimal scenarios and rarer edge cases. We’re always listening to feedback as we continue to improve the system. For example, recent software enhancements have improved tracking to further reduce drift. As always, for the optimal VR experience we recommend that you draw your Guardian boundary at least 1 foot from any wall or other obstacle, and avoid walking around outside your designated Guardian area while wearing the headset. Instead, if you step out of your Guardian boundary, please either remove your headset or follow the prompts to return to your play area.
Q: I noticed a new software update you released - what is this?
A: Our most recent update contains improvements to tracking which also makes Guardian even more precise.

June 21 - Special returns processing for failue analysis NORTH AMERICA ONLY

If a customer (U.S. or Canada order) needs a warranty replacement for these following items/parts, please process them as replace up receipt until further notice:

Quest Power Adapter
Rift S Cable
Quest Cable
Quest/Rift S controller lanyard

Once you've processed the RMA, please notate it in this quip doc (in the correct tab): https://fb.quip.com/mIKgAG2mGUHr

Once we have enough returns for the product team to analyze, we will let everyone know to stop.

June 21st - 1.38 Install/Update issue Hotfix

A hotfix for customers experiencing installation and/or update issues on version 1.38 of Oculus Home has been released:

1.38 Hotfix Installation Procedure

For customers who have encountered installation or update issues on version 1.38 of Oculus Home, please provide them with the hotfix installation procedure below:

Download and run the [Oculus Installation Software](https://www.oculus.com/setup/#rift-s-setup).

* *If the Oculus Software was not installed:* Allow the installer to run normally.

* *If the Oculus software was already installed:* You will see a screen which says "Already Installed". Click the "Repair" option, and confirm again on the next screen.

Once installation completes, the Oculus app should open successfully.

Please let me know if you continue to experience issues with the Oculus app after repairing.

These are the screens the customer will encounter during the process:

Oculus software is already installed:
Setup Repair Confirmation:
Installation of Software:
Software installed:

Ligação permanente

These steps can also be found in the Platform section of the navbar.

June 18th - Gather Bundle/Box/HMD SN for accessory RMAs

For all RMAs involving accessories (controllers, cables, headphones, etc), please notate the HMD and/or Box SN in the RMA notes.

This will be the expected process for accessory RMAs going forward.

June 4th - Quest In-Ear Headphone Order cancellation and FAQ

We have sent an email blast to all customers who placed an order for the Quest In-Ear Headphones. For customers who's order was still in process, we have informed them that the order is canceled. Further details, and FAQ for handling these contacts, can be found here:

Quest In-Ear headphones Left Audio/Order Cancellation FAQ

The currently released batch of Quest In-Ear Headphones has an issue where only the left audio channel will play through both sides.
Customers who placed an order for the Quest In-Ear Headphones have had their orders cancelled by Oculus.

Customers who had their orders cancelled have received an email, which informs the customer that they will:

Receive a refund
Receive $30 in promotional credit on their account

Customers who ordered direct through Oculus will automatically receive a refund and the credit.

Customers will receive $30 credit per order; if two pairs of earphones were purchased on the same order, they'll only receive $30. If made in two purchases, $60. If they made two separate purchases and only received $30 for one of them, we should provide the $30 they did not receive from the other.

For customers who contact Oculus Support inquiring as to the status of their refund, please gather their order number and escalate to L2.

Customers who purchased as "Guest" will be sent a 5x5 code to redeem for the $30 credit.

For customers who have encountered issues redeeming the 5x5 code, please gather the order number of the Quest In-Ear headphones, and escalate to L2 for further handling.

For contacts regarding the order cancellation and/or the left audio channel issue, please refer to the FAQ below:

Q: I’m only hearing left side audio in both my headphones. What’s wrong/do I have bad earphones?

A:Thank you for reaching out! We are actively investigating reports of the Oculus Quest in-ear headphones only delivering left-side audio. We apologize for any inconvenience this may be causing you. We’ll keep you posted as soon as we know more, and if you’d like a refund or replacement please let us know. In the meantime, you should be able to use a different set of headphones in the Quest audio jack for a full stereo audio experience.

Q: I’m seeing reports about the Quest in-ear headphones only having left side audio. If I order, how do I know I’ll get a working set?

A: We are investigating reports of Quest in-ear headphones only having left side audio. While we investigate these reports we have turned off sales of new Quest in-ear headphones. Please keep your eye on the Oculus store for updates. If you’d like a follow up once we know more, please let us know.

Q: I purchased Quest in-ear headphones at a retail location. How can I get a replacement or refund?

A: We are investigating reports of Quest in-ear headphones only having left side audio. During our investigation we cannot provide replacement Quest in-ear headphones. If you’d like to receive an update when replacements are available, please let us know. If you’d like a refund we recommend speaking with the retailer from which you purchased.

Q: I received an email stating the Quest in-ear headphones are experiencing an issue where only left side audio is available. How do I receive a replacement? / How do I receive a refund?

A: During our investigation we determined that a portion of Quest in-ear headphones were produced with only left side audio. We are working on building updated Quest in-ear headphones. Once these are ready, we’ll be sure to send each customer who ordered an updated set of Quest in-ear headphones. If you’d prefer a refund please let us know. We apologize for any inconvenience this may cause.

Ligação permanente

June 4th - Oculus.com GO promo in US from Friday the 7th through Sunday the 9th

We will be offering $30 off for the Oculus Go 32GB and 64GB from 06/07/19 to 06/09/19, for customers in the US only.

The promo will begin at 00:01 (12:01am) PST on Friday June 7th, and end at 23:59 (11:59pm) PST on Sunday June 9th.

Please do not provide customers with this information unless they have specifically contacted us regarding the promotion.

[UPDATED May 31] May 30 - Quest In-Ear Headphones will be temporarily unavailable

There is currently a known issue with the Quest In-Ear Headphones causing the audio to only play in mono and not stereo. We are investigating into this issue internally and working on finding a solution for the affected customers. The accessory has been removed from the webstore for the time being. Please do not share any specific details, we are working on a communication strategy to address this.

Do not process any type of RMAs for Quest In-Ear Headphones until further notice.

Tag all customer contacts with "quest_S179806" so we can track the impact. Tier 2, please hold these tickets until further instructions are provided.

General messaging (adjust as needed):
"Thank you for reaching out. We have identified an issue with the Oculus Quest in-ear headphone accessory delivering mono audio instead of stereo. We apologize for this inconvenience. We'll be following up with affected customers with more information and next steps, and you can let us know if you'd like a refund or replacement. In the meantime, you can use a different set of headphones in the Quest audio jack for a full stereo audio experience."

May 29th - Rift S PTC is now LIVE

For customers experiencing screen or cable issues, please share the following:

If you're using Oculus Rift S and experiencing black screen and/or cable enumeration issues, please try [opting into the latest PTC build](https://support.oculus.com/200468603765391/) of the Oculus software. We've included updates that should help.

[UPDATED June 6]
May 21 - Teleplan is LIVE / temporary RMA processing changes

5/21 1:42 PM PST: Please stop all RMA processing until further notice. This applies to all teams, all regions, all RMA types and all products. We'll update everyone once Teleplan is officially online and when we can do RMAs again.

UPDATE 6/6 11:30 AM PST

We are still working through some issues with Teleplan as well as Commerce Eng. We can do some RMAs at this time. Please review the details below carefully to see what you can and cannot process.

You can process a refund upon receipt RMA for any product.

U.S. and Canada			EMEA and APAC
Rift S Full kit*	Yes	Replace Upon Receipt	Rift S Full kit*	Yes	Replace Upon Receipt
Rift S Touch Controllers	Yes	Replace Upon Receipt	Rift S Touch Controllers	Yes	Replace Upon Receipt
Rift S Touch Controller Lanyards	Yes	RNR	Rift S Touch Controller Lanyards	Yes	RNR
Rift S Cable	Yes	RNR	Rift S Cable	Yes	RNR
Rift S Cable Clip	Yes		Rift S Cable Clip	Yes	RNR
Rift S DP to mDP Adapter	Yes	RNR	Rift S DP to mDP Adapter	Yes	RNR
Rift S Eye Rings	Yes	RNR	Rift S Eye Rings	Yes	RNR
Rift S Facial Interface	Yes	RNR	Rift S Facial Interface	Yes	RNR
Rift S Halo Strap	Yes	RNR	Rift S Halo Strap	Yes	RNR
Rift S Top Strap	Yes	RNR	Rift S Top Strap	Yes	RNR


Quest Full kit*	Yes	Replace Upon Receipt	Quest Full kit*	Yes	Replace Upon Receipt
Quest Touch Controllers	Yes	Replace Upon Receipt	Quest Touch Controllers	Yes	Replace Upon Receipt
Quest Touch Controller Lanyards	Yes	RNR	Quest Touch Controller Lanyards	Yes	RNR
Quest In-Ear Headphones	No		Quest In-Ear Headphones	No
Quest Cable	Yes	RNR	Quest Cable	Yes	RNR
Quest Facial interface	Yes	RNR	Quest Facial interface	Yes	RNR
Quest Glasses Spacers	Yes	RNR	Quest Glasses Spacers	Yes	RNR
Quest Power Adapter (US/CA/JP/TW Type-A)	Yes	RNR	Quest Power Adapter (US/CA/JP/TW Type-A)	Yes	RNR
Quest Travel Case	Yes**	RNR	Quest Power Adapter (EU Type-C)	Yes	RNR
			Quest Power Adapter (UK/IE/HK/SG Type-G)	Yes	RNR
			QuestPower Adapter (AU/NZ Type-I)	Yes	RNR
			Quest Travel Case	Yes**	RNR

Notes:
*There is NO headset only replacement option at this time.
**We are in the process of replenishing stock for this item. Please process the RMA as normal and then let the customer know that we're getting them a replacement but there is currently a delay.

May 22 - Apps/games disappearing and re-appearing in library.

We're investigating an issue with a few reports of apps/games disappearing from their library, and re-appearing later.

If we see any of these please have them check 'uninstalled' section first and 'unknown sources' as well. The customer may need to enable developer mode to check 'unknown sources'.

The apps should just re-appear somewhat randomly but some users have success after factory reset if it doesn't fix itself.

Please tag any contacts with: S179353 and if they aren't resolved please escalate.

May 21 - Customers report getting an Oculus Quest case instead of an Oculus Quest 128GB

We are aware of these reports and currently looking into this with the warehouse. Please apologize to the customer and let them know we're investigating and will follow up with them as soon as we have an update. Escalate to Tier 2.

Tier 2: please tag the ticket with questcase_2019 and hold on to the ticket until we have an update on next steps.

We have only been seeing these reports so far with U.S. shipments but please follow this process for any and all customer reports of this.

May 21 - F8 Code Inquiries

Customers may contact support with questions regarding the status of their F8 code for a Quest unit.

Please let these customers know that they can expect an email with the code, and with more information, soon.

May 21, 2019 - Oculus orders in "extracted for shipping" status for over 24hrs with no tracking number

We are aware that there is a delay with tracking numbers getting updated to Oculus orders. Most of these orders (that are stuck in "extracted for shipping") have processed but customers are not getting the email notification for the tracking number.

Please let the customer know that we're going to look into this for them. Escalate these tickets to Tier 2 for review.

Tier 2: Please hold the ticket and add the order to this quip tracker so Tammy can work to find the tracking number for you to relay back to the customer. She will check the tracker periodically throughtout the next few days until this issue is resolved, and update the tracker in batches. We appreciate your patience.

May 20 - RMAs for Oculus Quest and Rift S at launch

Returns: All remorse return RMAs are handled the same, no changes there.
Replacements: please see the table below on what components will be available starting launch day.

[Tier 2] Replacement part availability for Quest and Rift S launch

Part or component	Availability for RMA	Notes
Quest full kit	5/21/2019	Replace upon Receipt
Quest Headset	Not available	Replace upon Receipt If there is a headset specific issue, please process a full kit RMA.
Quest Oculus Touch Left Hand controller	5/21/2019	Replace upon Receipt
Oculus Touch Right Hand controller	5/21/2019	Replace upon Receipt
Quest/Rift S Touch controller lanyard	5/21/2019	Replace, no return (Tier 2S)
Quest Cable	5/21/2019	Replace, no return (Tier 2S)
Quest Eye Rings	5/21/2019	Replace, no return (Tier 2S)
Quest Facial Interface	5/21/2019	Replace, no return (Tier 2S)
Quest Glasses Spacer	5/21/2019	Replace, no return (Tier 2S)
Quest Power Adapter (US/CA/JP/TW Type-A)	5/21/2019	Replace, no return (Tier 2S)
Quest Power Adapter (EU Type-C)	5/21/2019	Replace, no return (Tier 2S)
Quest Power Adapter (AU/NZ Type-I)	5/21/2019	Replace, no return (Tier 2S)
Quest Power Adapter (UK/IE/HK/SG Type-G)	5/21/2019	Replace, no return (Tier 2S)
Quest In-ear Headphones	5/21/2019	Replace, no return (Tier 2S)
Quest Travel Case	5/21/2019	Replace, no return (Tier 2S)

Rift S full kit	5/21/2019	Replace upon Receipt
Rift S Headset	Not available	Replace upon Receipt If there is a headset specific issue, please process a full kit RMA.
Rift S Touch Left Hand controller	5/21/2019	Replace upon Receipt Full Kit Only (until further notice)
Rift S Touch Right Hand controller	5/21/2019	Replace upon Receipt Full Kit Only (until further notice)
Quest/Rift S Touch controller lanyard	5/21/2019	Replace, no return (Tier 2S)
Rift S Cable	Not available	Replace upon Receipt If there is a cable specific issue or a persistent black screen, please process a full kit RMA.
Rift S Cable Clip	Not available	Replace, no return (Tier 2S) Advise the customer that we can replace their cable clip but there is currently a delay for replacements of that part. We'll send one out as soon as possible. Hold the ticket. Only if the customer pushes back, offer a full kit RMA.
Rift S DP to mDP Adapter	Not available	Replace, no return (Tier 2S) Advise the customer that we can replace their adapter but there is currently a delay for replacements of that part. We'll send one out as soon as possible. Hold the ticket. Only if the customer pushes back, offer a full kit RMA.
Rift S Eye Rings	Not available	Replace, no return (Tier 2S) Advise the customer that we can replace their eye rings but there is currently a delay for replacements of that part. We'll send one out as soon as possible. Hold the ticket. Only if the customer pushes back, offer a full kit RMA.
Rift S Facial Interface	Not available	Replace, no return (Tier 2S) Advise the customer that we can replace their facial interface but there is currently a delay for replacements of that part. We'll send one out as soon as possible. Hold the ticket. Only if the customer pushes back, offer a full kit RMA.
Rift S Halo Strap	Not available	Replace upon Receipt If there is an issue with the halo strap, please process a full kit RMA.
Rift S Top Strap	Not available	Replace upon Receipt If there is an issue with the halo strap, please process a full kit RMA.

Ligação permanente

May 20, 2019 - Oculus returns for North America are now being serviced by Teleplan

We are launching two new return centers, one for North America and one for Europe with our 3PL, Teleplan.

We launched the North America returns center this week, on 5/23 and Europe will launch at a later date (TBD).

The email with the return labels will have the same message as before
Return labels will now be for FedEx shipping, not UPS shipping
Return labels will be addressed to Teleplan and not Arvato
Tier 2S and Team Leads can continue to expect return labels forwarded to them. If you don't get them, please escalate to Tammy.

Shipping region	Fulfilled by	Returns go to	Notes
North America	Arvato LVL	TRO
EMEA	Arvato VEN	Arvato VEN	TBD - returns will change to TEU once they're ready
APAC	Arvato FHK	FHK
UK + GB	Arvato BHX	BHX

Key:
Arvato LVL = DC based in Louisville, Kentucky and services U.S. + Canada
Arvato VEN = DC based in Venlo, Netherlands and services most EMEA countries
Arvato FHK = DC based in Hong Kong and services Asia Pacific countries
Arvato BHX = DC in Birmingham, U.K and services U.K and Ireland
TRO: Teleplan Roseville = returns center for all returns from U.S and Canadian regions
TEU: Teleplan Europe = returns center for all returns from EMEA except U.K. and Ireland

Handling undeliverable shipments - new process once Teleplan is officially launched

Since all U.S. + Canada RMAs created in CSR tool will be transmitted to Teleplan going forward, Arvato will not be able to book any RMAs (even undeliverable RMAs).

With the physical shipment being at Arvato and RMAs being transmitted to Teleplan, we will need to change the undeliverable returns process. We will still issue refunds for these customers but we will not file RMAs for these returns.

New orders that are returned to sender:

Check the tracking number and confirm that the shipment is in transit back to Louisville, KY or says “returning to sender”
Advise the customer standard undeliverable message (we'll issue a refund once it's arrived at our warehouse)
Escalate the ticket to the Specialist queue to process the refund. Provide the following info in the escalation note:

This customer's order was returned to sender and needs a refund once it arrives at Arvato.
Order number
Tracking number
Warehouse region (LVL, VEN, FHK, or BHX)

Replacement orders that are returned to sender:

Check the tracking number and confirm that the shipment is in transit back to Louisville, KY or says “returning to sender”
Escalate to Tier 2 Seniors
Tier 2 Seniors: follow the lost in transit flow and issue a “replace now, no return” replacement
Track your RNR replacement in this Lost in Transit Investigation doc (under the undeliverables tab)

May 13, 2019 - All United Kingdom and Great Britain orders and returns are being serviced by Arvato BHX warehouse in Birmingham, UK.

We started fulfilling UK and Ireland orders from BHX in April 2019 and now we are now servicing reverse logistics operations from BHX for all UK and Ireland returns.

Return labels for UK/GB customers (only) will change from UPS to Yodel.uk. Yodel is a well known postal courier in the UK/GB and their tracking numbers will begin with "JJD...."

Here is an example of a Yodel tracking number: JJD0002249113000012

Please think of UK + Ireland as its own shipping region, such as: North America, EMEA, and APAC. If someone ordered and shipped to the UK/Ireland then moves to another country outside of the BHX shipping region, we cannot provide RMA support. As always, if customers are reporting issues regarding their Yodel tracking, problems with the label, or shipment/delivery, please escalate to Tier 2 Seniors for review.

April 22, 2019 - Update to Health and Safety (Please Read!)

Updates to watch out for:

Health and Safety tickets will now escalate to Tier 3

The email for both Injury, and Level 3 has been updated to HSEscalations@fb.com with no addition emails required

Level 3 process has been updated to including "Adding Ticket verbatim to the email"

You can review the update here (content deprecated)

April 12, 2019 - Touch Controller Messaging

As referenced in Nate's recent post, there were messages placed on the flexible band inside Quest and Rift S controllers. These messages were meant for prototypes and should have been removed before final production of Touch Controllers. Please reference the FAQ in Pre-approved Responses for specific questions. If we are asked a question that we're unprepared for please explain that we're unable to provide further information.

April 4, 2019 (Update 4/5) - RMAs are down back up!

After a brief interruption, RMAs are working once more. Please continue processing RMAs, and have a great Friday.

April 4, 2019 - Rift End of Life

Where previously we weren't certain, it's been confirmed that Rift will NOT be back in stock on Oculus.com

North America - Rift is no longer available.

EU - Rift is no longer available.

APAC - Sales are expected to end around 4/15 - 4/21 depending on quantity.

A quick update to the verbiage:

Thanks for reaching out to Oculus Support!

At this time, Rift is currently unavailable to purchase from our webstore. We'll update availability if/when stock refreshes. We apologize for any inconvenience this may cause.

As we recently announced, Rift S will be available this Spring! To learn more details, please click here.

.

March 25, 2019 - Oculus Go referral program

Oculus is sending out emails to US, EMEA (non-UK), Taiwan, and JP users pushing the Oculus Go referral program today and we'll be following up with push notifications later this week. EMEA (non-UK), Taiwan, and JP were new additions to the program, so this will likely be the first time that many of them are notified its available to them.

We also changed the referral limit from 3 lifetime to 5 a month. Support article has been updated to account for all of these recent changes to the program: https://support.oculus.com/2263347143899150.

Future support for UK, South Korea, Australia, and New Zealand is still TBD but is being planned for. Please advise customers in these region who are interested to check back in the future for updates as we're actively working on making this program available to everyone as soon as possible.

March 22, 2019 - Oculus Rift being removed from Webstore

Oculus Rift will be removed from webstore for purchase (oculus.com) for U.S, Canada, and EMEA countries. This does not affect APAC countries. The timeframe for this to happen for U.S. and Canada will be around 5:30 PST. For Europe, it will occur sometime on March 23, 2019.

It may or may not be available again, depending on inventory availability. We will provide more updates here as we hear more. Until then, for any contacts regarding what happened to Rift or why it's not available on the webstore, please only respond with the comms approved message below and personalize it to fit your customer, as needed.

Thanks for reaching out to Oculus Support!

At this time, Rift is currently unavailable to purchase from our webstore. We’re updating availability as stock refreshes, and apologize for any inconvenience this may cause.

As we announced this week, Rift S is replacing original Rift. Rift S will be available this Spring! To learn more details, please click here.

March 11, 2019 - we are no longer issuing full kit replacements for Oculus Rift [all regions]

Effective immediately, we are no longer going to provide full kit replacements to any customers, regardless if they had an issue within the first 14 days (of purchase) or not. Tier 2 will only provide component replacements going forward.

March 6, 2019 - Webstore changes to Rift quantity allowance

Webstore will change the limit for Oculus Rift Bundles to allow only 1 per order (rather than 3). Target date March 7th.

GPU	Automatic Setting	QA Recommended Setting	Automatic Error	Commants
Nvidia GTX 970	Performance	Performance	OK	Balanced is not the best for this GPU had some issue with FPS when anti aillasing Performance is a good call for the getting the most out of this GPU
Nvidia GTX 970 (SLI)	Balanced	Performance	Too aggressive	from time to time prefromence setting would give low FPS in some of the High end games play like roborecall and TWD but this setting is way better then balanced. The balanced setting give more FPS drop and lags in roborecall still have to turn off anti aillasing to help out with performance.
Nvidia GTX 980	Balanced	Performance	Too aggressive	Quality wasn't tested as it had enough diffaculty running Balanced Balanced had high AFD's and FPS hit 12, stuttering and I actually saw CFD's gaining Performance For the most part everything ran good, FPS was mostly at 72 with a brief drop to 36. No excesive AFD's or CFD's. Tested TWD, Robo Recall (with a little Anti Aliiasing), Evasion
Nvidia GTX 980 (Ti)	Balanced	Balanced	OK	Did not attempt quality because the headroom was dropping pretty low on high end games on Balanced. Balanced played well with few AFD's during loading scenes. ASW distortion was not present and FPS stayed around 72 throughout on both Custom and Balanced. I do not know the difference between custom and balance and this is why I recommend both, they both played very well.
Nvidia GTX 1050 (Ti)	Balanced	Performance	Too aggressive	Quality wasn't tested as it had enough trouble running Balanced Balanced has high AFD's and ASW distortions Performance ran very well almost consistenet 72 FPS low AFD's and almost zero ASW distortions; tested TWD, Robo Recell, Evasion. Marvel Powers United
Nvidia GTX 1060	Balanced	Performance	Too aggressive	Did not test quality as balanced produced many AFDs and FPS drops were frequent. ASW distortion was common and often enough to be a nuissance. Performance still has AFDs just not as prevalent.
Nvidia GTX 1060 mobile	Balanced	Performance	Too aggressive	Did not test quality as balanced produced many AFDs and FPS drops were frequent which caused stuttering. ASW distortion was common and often enough to be a nuissance. Performance still has AFDs, drops in FPS, and ASW distortion just not as prevalent.
Nvidia GTX 1070	Balanced	Balanced	OK	Tested quality and some games would not get past certain load screens before crashing. Balanced was enough to bring 8K AFD drops during load screens when playing on balanced. ASW distortion was never an issue until I moved it to quality. Did not test performance as Balanced seemed like it was struggling enough
Nvidia GTX 1070 mobile	Balanced		Unknown	Until the base performance issues with this GPU are resolved it's hard to say where it should fall. As it doesn't even perform well set to Performance atm. T69080261
Nvidia GTX 1070 Max Q	Balanced	Balanced	OK	Balanced: Everything ran fine, when switching to Quality some games crashed on load screens and I could feel the heat from the card.
Nvidia GTX 1080	Balanced	Quality	Too conservative	1080 played grate no issue anti aliasing is the killer of FPS and needs to kept to low or off and no issue will happen
Nvidia GTX 1080 ti	Balanced	Balanced	OK	Quality If it hadn't been for a infrequent stutter in Robo Recall and Evasion set to Medion running at 36 FPS with high AFD's. I would have selected Quality Balanced Everything ran great except for Evasion which auto detected at Epic which saw 36 FPS, AFD's. When reduced to High 72 FPS no AFD's Performanced wasn't tested as Balanced ran so good
Nvidia GTX Titan Z	Balanced	Balanced	OK	Quality was able to handle much of the lower end games, but when I tried loading "Until You Fall" I was playing at 36fps, and averaging -50% tp -100% headroom. Dropping 14k compositor frames during a 10 min play session.
Nvidia GTX Titan X	Balanced	Balanced	OK	Quality ran FPS between 36 and 58, AFD's climbed off anf on, ASW distortions were present Balanced ran everything at 72 FSP no AFD's or ASW distortions Performance ran FPS between 67 and 72 no AFD's or ASW distortions
Nvidia GTX 1650 Super	Balanced	Performance	Too aggressive	Quality wasn't tested as it had trouble even with Balanced Balanced did well with TWD mostly 72 FPS no ASW or AFD's, however Robo Recall with the same settings used to test Performance did very poorly stutering, ASW distortions, high AFD's and FPS hit 12. Performance stayed at 72 FPS across all the games I tested TWD, Robo Recall, Evasion, Contractor's
Nvidia GTX 1660 Ti	Balanced	Balanced	OK	KPI report said that the automatic setting would default into balanced graphics setting. I started by going to performance and not really noticing any wrong with it, so quality came next. Performance headroom would only dive 5-12% during the most intense moments of "Until you Fall" but the visual fidelity was worth it for immersion. However I did drop about 26 thousand AFD frames in just a 15 min play session.
Nvidia RTX 2060	Balanced	Balanced	OK	I could recommend Quality on this card, for most if not all titles most users will play on the Oculus store. I did notice however, there wasn't a big difference in AFD loss frames between the default settings and Quality, maybe some dips in framerate but that is about it.
Nvidia RTX 2060 mobile	Balanced	Balanced	OK	Balanced is the best setting for this GPU when set to quality you get to much AFD and FPS droping sharply from 64>24 and back to 64 avrage FPS. Performance you get a turly better game experience.
Nvidia RTX 2070	Balanced	Quality	Too conservative	Quality is a good req for this setting. when the GPU is set to quality you see some AFD in some high end games and FPS dips and sometimes pinned to 36 FPS for a bit then recovers again when the action has stoped. you also see ghosting of your hands in the high end games when fps is at 36 but when it recovers its fine
Nvidia RTX 2070	Balanced	Quality	Too conservative	Balance played without a problem but quality played really well. There was a small amount of AFDs in one game but not enough to cause any issues. FPS stayed around 72 and no ASW distortions.
Nvidia RTX 2070 Max Q	Balanced	Balanced	OK	Quality ran between 49 and 65 FPS, no stuttering, or ASW distortions, but AFD's did reach 17k in about 30 min. If the AFD's could be resolved I'd say Quality Balanced ran a 72 FPS with no ASW distortions or an excesive amountof AFD's Performance wasn't tested as I got such a good result from Balanced
Nvidia RTX 2080	Quality	Quality	OK	Quality setting handled every game at 72fps, AFD is to be expected but the performance headroom never took a big dip
Nvidia RTX 2080 Ti	Quality	Quality	OK	Quality FPS was at 72 for games set on High, some games set to Ultra ran at 36 with some AFD's Balanced wasn't tested as Quality did so well Performance wasn't tested as Quality did so well
AMD Radeon RX 480	Performance	Performance	OK	Game experience was great have to set anti aliasing to low or off that setting a a huge impact on FPS and AFD. all 3 high end games played fine no issue same with low end game no issue
AMD Radeon RX 580	Performance	Performance	OK
AMD Radeon RX 580 8GB	Performance	Performance	Too aggressive	Balanced would drop too many compositor frames when trying to run games like Half Life: Alyx. Would recommend the default serting of performance for this card. Quality was tested on lower end games but didn't impact much performance.
AMD Radeon R9 Fury	Balanced	Performance	Too aggressive	Performance had the best results. FPS was usually at 72, though in some high end games it was between 40 and 60. Did not notice ASW in perforamnce but did see it in high end games on balanced. Much less AFDs in performance as well.
AMD Radeon R9 Fury X	Balanced	Performance	Too aggressive	not a good idea to put on balanced a lot of FPS dips in the 12 FPS ish and thats on the high end games. low end games you still get alot of FPS dips to 25-36 FPS Performance is the way to go.
AMD Radeon Vega 56	Balanced	Balanced	OK	all 3 high end games had fps pined to 36 FPS and a lot of AFD this may be spasific to the some high end games this was on Quality with balanced you did not get this issue
AMD Radeon Vega 64	Balanced	Balanced	OK	Quality produced too many AFD's and ASW distortions were constant FPS flatlined at 36 Balanced ran great on In Death / Robo Recall / Star Wars Dojo / Contractor$. TWD and Evasion made too high automatic selections of Ultra or High. When brought down to Medium... perfect Performance had perfect FPS and zero AFD's or ASW distortions
AMD Radeon VII	Balanced	Balanced	OK	Quality produced too many AFD's and ASW distortions were frequent. FPS was in the 20's for some high end games and higher in other high end games, but played not so well with some stuttering and drops in FPS. Balanced played well with low AFD only during loading scenes and no ASW distortion. FPS was at 72 for almost the whole times throughout low end and high ends games including Contractors, Evasion, Beat Saber, Dead and Buried II, and Knight of Queen.
AMD Radeon 5700	Balanced	Quality	Too conservative	Quality played great on TWD, In Death, Robo Recall, Contractors and Star Wars Episode 3 Jedi Dojo. Evasion didn't play well even on medium which tells me it an app thing. Balanced played great on everything aswell Performance wasn't tested GPU is too high end

Tópicos populares

Oculus KB Home

Updates and announcements

June 8th - Unable to Check Oculus Guest Order Status

May 22 - SHOP Migration update and RMA issues

May 21st - Restart Loop Ticket Handling

May 5th - COVID-19 response for customer returns

April 30th - Portal KB - Preview now live

This is a preview version, and will be subject to change until finalized

April 30th - Known issue with Voice Chat in Parties on Rift CV1

**UPDATED** April 26 - SHOP Migration and SRT update

April 24 - Movie Store and Gear VR update

April 9 - Order and replacement shipping delays + Returns

March 25 - Quick Purchase Experiment Issue

March 18 - WELCOME25 promotional codes

March 18, 2020 - Refurbished Oculus Rift+Touch bundle available for sale (U.S. only)

March 4th - Coronavirus Messaging

February 24th - Oculus Research Study

Provide the messaging below for each customer inquiry type:

February 11th - Updated process for handling undeliverables (RTS shipments)

January 27th

January 6 - AA Battery leaks/damage handling

**UPDATE** January 7 - Oculus Link is available for UK and EMEA customers via webstoreDecember 18th - Oculus Link cable launches on Dec. 19

December 17th - Referral Code Program Suspended

From 12/10/19-12/15/19, customers who purchase a Rift S from Oculus.com that is shipped to a US address will receive a 5x5 code for a free copy of Asgard's Wrath

Customers will receive this code as part of the ship confirmation email. Customers will also be informed of the promotion on checkout.

November 19th - ARTICLE REMOVED

November 18th - Oculus Link Launch

Oculus Link

Recommended Specs

Minimum Requirements

Select Set Up from the blue banner:

Oculus Home will instruct the customer to connect the Oculus Link:

Oculus Home will confirm the Oculus Link has been connected, and the customer may click "Close":

The Devices menu will confirm the Quest and Touch connection:

Cable unplugged

Faulty Cable

Unknown reason

November 15th - Tools Outage

November 7th - Oculus For Business support articles

November 7th - Gear VR End of Support

October 14th - RMAs can no longer be cancelled in CSR Tool

October 9th - Disposition Changes

September 16th - EFFA returns for Oculus Rift Halo headband [US only]

September 13th, 6pm-8pm PST - Scheduled Oracle Outage

September 5th - Rift End Of Life messaging

Rift Headset Cables

End of Life Messaging:

August 27th - Errors creating RMA's, changing addresses, and performing software refunds [FIXED]

August 23rd - Oculus Compatibility Tool is being removed

August 19th - Service Status | Oculus Support Center

August 7th - SRT Invitation Emails

July 19th - USB Update Errors after Updating Windows

June 24th - Quest Guardian Drift Hotfix

June 21 - Special returns processing for failue analysis *NORTH AMERICA ONLY*

June 21st - 1.38 Install/Update issue Hotfix

For customers who have encountered installation or update issues on version 1.38 of Oculus Home, please provide them with the hotfix installation procedure below:

June 18th - Gather Bundle/Box/HMD SN for accessory RMAs

June 4th - Quest In-Ear Headphone Order cancellation and FAQ

The currently released batch of Quest In-Ear Headphones has an issue where only the left audio channel will play through both sides. Customers who placed an order for the Quest In-Ear Headphones have had their orders cancelled by Oculus.

For customers who have encountered issues redeeming the 5x5 code, please gather the order number of the Quest In-Ear headphones, and escalate to L2 for further handling.

For contacts regarding the order cancellation and/or the left audio channel issue, please refer to the FAQ below:

Q: I’m only hearing left side audio in both my headphones. What’s wrong/do I have bad earphones?

Q: I’m seeing reports about the Quest in-ear headphones only having left side audio. If I order, how do I know I’ll get a working set?

Q: I purchased Quest in-ear headphones at a retail location. How can I get a replacement or refund?

Q: I received an email stating the Quest in-ear headphones are experiencing an issue where only left side audio is available. How do I receive a replacement? / How do I receive a refund?

June 4th - Oculus.com GO promo in US from Friday the 7th through Sunday the 9th

Please do not provide customers with this information unless they have specifically contacted us regarding the promotion.

[UPDATED May 31] May 30 - Quest In-Ear Headphones will be temporarily unavailable

May 29th - Rift S PTC is now LIVE

[UPDATED June 6] May 21 - Teleplan is LIVE / temporary RMA processing changes

May 22 - Apps/games disappearing and re-appearing in library.

May 21 - Customers report getting an Oculus Quest case instead of an Oculus Quest 128GB

May 21 - F8 Code Inquiries

May 21, 2019 - Oculus orders in "extracted for shipping" status for over 24hrs with no tracking number

May 20 - RMAs for Oculus Quest and Rift S at launch

Part or component

Availability for RMA

Notes

May 20, 2019 - Oculus returns for North America are now being serviced by Teleplan

UPDATED April 26 - SHOP Migration and SRT update

UPDATE January 7 - Oculus Link is available for UK and EMEA customers via webstore
December 18th - Oculus Link cable launches on Dec. 19

June 21 - Special returns processing for failue analysis NORTH AMERICA ONLY

The currently released batch of Quest In-Ear Headphones has an issue where only the left audio channel will play through both sides.
Customers who placed an order for the Quest In-Ear Headphones have had their orders cancelled by Oculus.

[UPDATED June 6]
May 21 - Teleplan is LIVE / temporary RMA processing changes