07-12-2017 12:51 PM
07-12-2017 05:47 PM
Hiro_Protag0nist said:
Zenbane said:
Shadowmask72 said:
what you should do is contact Oculus support and raise a ticket or if you purchased from another retailer, email or contact them and ask (politely) if they would be willing to offer a refund of the difference.
This should just be a big 'ol STICKY atop the forum. If Oculus Support has enough Tickets in their queue asking for some sort of refund, then they will likely respond in a way that appeases folks.
Whining on a forum or complaining over Social Media probably won't accomplish much. And even if online whining did manage to get you what you want... it is the embarrassing route to take. It's kinda like crapping yourself in public just to get a free pair of pants, na' mean?
Yep, and move all similar threads into 1 - i think this could go on for a while.
07-12-2017 06:14 PM
07-12-2017 11:13 PM
07-13-2017 01:21 AM
Not sure how much your shipping charges will be but I assume from what others have said around $50. Now here's the thing and this is very important in your case. You have made no secret that the reason for return is not because you don't want the product and want your money back, but you want to take advantage of a new sale price and keep the product. As you point out, normally you would simply have refused delivery of the item but instead have been advised by support to accept because they know you want to keep the item. Refusing the delivery will have meant a likely delay in any refund processing.
Now support's suggestion is both a helpful and not helpful action depending on your stance. You do not suffer any delays with using your item once the issue is resolved - it's there in front of you ready to be used, in fact you could be using it now. If returned It could take weeks for the item to be inspected and then given the all-clear for the refund, then money back into your account. Then you would have to start the whole order process again which means a potential loss of using the item you wanted for some time until the new one arrived.
Support's suggestion saves you having to spend any more money on return shipping fees which are non refundable. Now what you could have done was suck up the $50 fees got the full refund, purchased again from Oculus or from another retailer and still been $150 better off than before. Or you could wait to see how much Store Credit you would be offered which I believe is around $200.
You've been told by support you will receive store credit in your case, but your issue is do you want $150 cash in your pocket or $200 store credit and no delay in using your item. A choice only you can make. Sadly, with your posting here though you have ignored most of the advice I've given in the first post.
The crux of the matter here is whether you lose $50 initially on return of the item and then gain $150 once you purchase again suffering some delay of use, or be offered $200 store credit which is a nice gain but tied to buying games on the store (something you're likely to do anyway over time).
It has only been two days and you are acting like you are the centre of the universe just because you can't decide whether you want to gain $150 cash and wait or $200 store credit - "Worst treatment I have EVER come across."
You have not exercised any patience here and even after an apology has been given (which you accepted) and explanation of why there is a delay you continue to act entitled and now rude as well into the mix.
Well played mate.
SMH.
07-13-2017 02:19 AM
Cooling-off period
You are entitled to a cooling-off period of 14 days, which begins on the day that you receive the goods. In the case of a service, the cooling-off period begins on the day the contract for distance selling was concluded.
It's not an "act of obligation" it IS the law:
http://europa.eu/youreurope/citizens/consumers/shopping/guarantees-returns/index_en.htm
14 days to cancel and return purchases made outside shops (online, by phone or mail order)
In the EU you have the right to return these purchases within 14 days for a full refund. You can do so for any reason – even if you simply changed your mind.
You've been told by support you will receive store credit in your case, but your issue is do you want $150 cash in your pocket or $200 store credit and no delay in using your item. A choice only you can make. Sadly, with your posting here though you have ignored most of the advice I've given in the first post.
07-13-2017 03:28 AM
07-13-2017 04:24 AM
Kratuln said:
Yes Shadowmask72, I do feel the need to post. Are you trying to suggest I shouldn't be allowed post simply because someone said there was a delay?
Not at all, except you've already posted your complaint publicly so why post the same thing again elsewhere on the forum? Also, that "someone" you refer to is actually part of the Oculus team and has some authority on the forum. It seems you've switched perspective from being a disgruntled customer to someone whose mission it is now to inform others about how "bad" Oculus are as a company. So others don't make the same mistake you have.
If they know I have a problem, I've been waiting two days(on top of the two days trying to address this issue) and they apologise for it shouldn't they be answering my support ticket instead of issuing a blanket apology for the delay?
Of course, if you were the only person with a problem or were first in the queue. You seem to ignore there could be 1000s of other people who are ahead of you who need to be dealt with first.
As I mentioned, my issue should have only taken five minutes to address or get back to me on. The fact it's taken two days(And counting) is beyond reproach. If there's a case where I'm not having my issue handled in an appropriate time frame you're right, I'm going to bring it up in the hopes that my issue is addressed as it should have been days ago(This should not have gone on for four days, it should have been addressed on the Monday and it would have been if they offered phone support or some kind of live chat support).
I mentioned this in your other thread which you dismissed as my potential bias or skewed ethics. You have been spoiled by the likes of AMAZON and similar retailers who have massive resources to deal with millions of customers daily. You expect Oculus to be the same. You are assuming so much that they have the resources to deal with you in 5 minutes like AMAZON. If you knew anything about Oculus support (like us early adopters) then you would know it's a relatively small team of hard working monkeys.
You've also got consumer rights completely and utterly wrong. I don't know if you're American and things are simply different there but in Europe we have consumer rights especially when ordering online deemed a "cooling off period." This isn't "entitlement" it's what's fair to the consumer and to safeguard against dodgy practices or your right to simply decline a contract or product you changed your mind on which is more than reasonable if you've never used the thing and it's in shape to be put straight back on store shelves.
http://www.citizensinformation.ie/en/consumer_affairs/consumer_protection/consumer_rights/distance_s...Cooling-off period
You are entitled to a cooling-off period of 14 days, which begins on the day that you receive the goods. In the case of a service, the cooling-off period begins on the day the contract for distance selling was concluded.
It's not an "act of obligation" it IS the law:
http://europa.eu/youreurope/citizens/consumers/shopping/guarantees-returns/index_en.htm
14 days to cancel and return purchases made outside shops (online, by phone or mail order)
In the EU you have the right to return these purchases within 14 days for a full refund. You can do so for any reason – even if you simply changed your mind.
No one is disputing your right to return the product (and no, I'm not American) that has never been in contention. But the shady practice of consumers abusing systems so they can get a better deal which is what is actually happening here. Something you've not made any secret of. The 14 days to cancel law is not really meant for you to buy the exact same product again from the same store cheaper even if you're legally allowed to get away with it. Some retailers actually change their returns policy in scenarios like this to prevent people, like you taking advantage.
In Europe, if you decline a package you don't have to pay for the initial shipping fee if it's under the guise of RMAing the product, you do however have to pay for any fees after that initial shipping fee so being told to accept the package has resulted in me being defaulted to paying a hefty sum of money when I RMA where I normally shouldn't have to do that(In the case of simply declining the package on arrival). I had also expressed my desire to RMA days prior to receiving the package at which point I was specifically told to accept the package. This wasn't a case of me saying "I want to keep it." This was a case of me specifically stating "I would rather RMA than get store credit is there no way I could simply get money back instead of doing this?" I was also well within my rights to state I wanted an RMA and was going to decline the delivery but I was told not to do this(Which will incur shipping fees for me should I RMA).
No, supports suggestion has not been helpful. If I RMAed I could have waited a week or two for the refund. In that time frame I could have ordered another Rift, had that shipped out to me and paid much less for it.
As a whole, their response has been delayed by hours and in some instances delayed by days(Currently). I expressed my interest in RMAing and did not hide the reason for it however I am well within my rights to RMA for whatever reason or for no reason what so ever. To take advantage of a lower price? I'm completely in my rights as anyone else is to do that(Which is why you have "price matching" in the states). If I opened it and used it it would be a completely different matter altogether but that is not the case here especially considering I could have never have received the product(As I indicated before being told not to decline the order) and simply reordered and gotten a refund.You've been told by support you will receive store credit in your case, but your issue is do you want $150 cash in your pocket or $200 store credit and no delay in using your item. A choice only you can make. Sadly, with your posting here though you have ignored most of the advice I've given in the first post.
Where is this coming from? I have been given NO quotes on what I would be offered. I specifically stated I was NOT offered money back for my purchase, ONLY store credit which I have not been told how much I would get(After having asked two days ago!).
You mentioned that you were informed you would get store credit but you weren't told how much this would be - the basis of your entire complaint. Again, this is all about how much you are wanting in your pocket. $200 store credit or $150 extra cash once you repurchase the same item again at the reduced cost. Sure, my figures might be a little off but you get the point.
As to the fact of $150? It's €259 in price difference. You're damn right I'm going to RMA if they're offering me only €130 of the €259 I am entitled to should I RMA. Now, they've given me nothing to work with here. They have not stated any figure they would or could refund to me through my CC or through Store Credit but I would be unhappy with anything less than the €259 to put me in line with what everyone else who ordered paid. The fact you'd suggest someone be happy with half of what they should get is just mind boggling. I also would be incredibly unhappy if they insisted I pay shipping fees for an RMA after they specifically stated I should accept the package.
I sincerely hope, in my case, they offer me the full €259 or at the very least offer me free shipping on my RMA. This whole ordeal has been poorly handled and taken far too long. Any other company would have given it's customer the difference without issue.
The bottom line is. Instead of complaining on a forum (which really doesn't help you at this juncture), you should be posting your comments to the support team via your raised ticket AND THEN BE PATIENT. They are under no obligation to respond to you in the 5 minutes you expect them to just because AMAZON does. If you have an official complaint then I'm sure there is a way you can post your grievances to whoever as well - maybe they will toss you in a free extra game for your trouble depending on how you conduct yourself - although if your posting here is anything to go by I would wager you won't get any favours. You could probably get rebated on the shipping fee if you returned the item and pushed them on this considering they advised you to accept the item. Honestly though, you should then take your business elsewhere which is the sensible thing to do. Go to AMAZON to buy your Rift and maybe they will throw in a $100 gift voucher as well.
07-13-2017 04:38 AM
07-13-2017 04:54 AM
07-13-2017 06:14 AM