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FB users buying Oculus VR headsets to get customer service prioritization

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Re: FB users buying Oculus VR headsets to get customer service prioritization

#171

Post by [deleted] »

eru wrote: post #163
toast0 wrote: post #155

Earlier quoted context omitted.

FB policy says they want to reward results and not effort. But it makes it hard to reward people for making progress on things that can't be done in 6 months. It also makes for shitty service quality around the end of June and December, as people rush to push things to prod. (I've heard this may have changed, but it's hard to notice good service quality). (Former FB employee)

It might be an interesting experiment to have each employee start their cycles (review cycle, or quarterly numbers for sales etc) on a random offset.

[deleted]

Re: FB users buying Oculus VR headsets to get customer service prioritization

#172

Post by ericflo »

knownjorbist wrote: post #36
mortenjorck wrote: post #27

Earlier quoted context omitted.

It does, but "requires a Facebook account" doesn't entirely capture the nature of Oculus' requirements. If, for instance, Twitter sold hardware that required a Twitter account, that would indeed be the beginning and end of it – create a new Twitter account for the hardware, and off you go. What Oculus requires, however, is your Facebook account, as in the one you created over a decade ago and never use but is full of…

Interesting, did not know that they could ban people for that. I did exactly this and haven't had an issue yet. Maybe because I've purchased games through their store. Fingers crossed.

No, there are numerous accounts online of people losing all their purchases because of violating their terms of service or whatever. Having purchased content won't help.

Here's one from a few days ago: https://www.reddit.com/r/oculus/comments/ouubx1/deleted_face...

Or this from a week ago: https://www.reddit.com/r/oculus/comments/osbbkj/i_lost_my_en...

Re: FB users buying Oculus VR headsets to get customer service prioritization

#173

Post by d110af5ccf »

bigyikes wrote: post #89
fallingknife wrote: post #87

Utility services start off as luxuries, and are private and unregulated. This was true with telephone and electric companies. When these services get to a certain point where there are real consequences for not being able to access the system, they need to have public regulation to ensure access and customer service. ISP internet service has definitely reached this point, and I think that there's a strong argument th…

I hate FB and Google, but I don’t buy this argument. It doesn’t pass the duck test for me — doesn’t look or quack like a utility in my view. I am sympathetic to the argument though. Getting locked out of your existing Gmail account could be really disastrous. Maybe there should be regulation for email extrication — if you’re going to ban me, you better allow me to update all of my accounts to not use your email servi…

> doesn’t look or quack like a utility in my view

Imagine trying to run a small business without access to either Facebook, Google, or both. Business owners whose operations have been inadvertently banned have written about it at length; it appears to cause serious issues.

Re: FB users buying Oculus VR headsets to get customer service prioritization

#174

Post by fpgaminer »

nrp wrote: post #128
jimrandomh wrote: post #88

There's a bit of a story behind this. Oculus is owned by Facebook, but the Facebook website and the Oculus headsets/software are by different teams working in different states. When Facebook bought Oculus, they decided to get rid of the Oculus-specific account system and use only Facebook accounts. The Facebook account requirement took effect with the launch of the Oculus Quest 2, which launched in October 2020. Octo…

Just one point of clarification. We (the Oculus team) were based in Irvine, CA, but we were well under 100 people when we relocated to the Facebook headquarters in Menlo Park in 2014. Organizational barriers came and went, but there wasn’t a meaningful physical barrier.

Side tangent, but ... thank you for Oculus. Seriously.

I recently got a Quest 2, and its been life changing. It's just an incredible product. I used a DK1 and DK2 back when they came out and the Quest 2 is like night and day. Everything is so much better. No screen door, wireless, plug and play, etc. I honestly didn't think VR would get to this point so quickly.

As for the life changing part, it's helping me work around some of my disabilities. Seems to be a common story in the VR space.

I know VR seems like a toy to many, but it really is changing people's lives. And I feel like modern VR started with Oculus.

So, from my heart, thank you.

Re: FB users buying Oculus VR headsets to get customer service prioritization

#175

Post by hobo_mark »

jpollock wrote: post #85
hangonhn wrote: post #48

Earlier quoted context omitted.

That was literally the only way I got help after someone somehow managed to registered one of my email address under a Facebook account I don't control and tried to impersonate me. I don't even know how that was possible since FB does email verification. I tried the normal help system but got nowhere so I reached out to my friends who work at FB. One of them used the internal help system it was resolved within a coup…

Whenever someone's used my email address, I've used password recovery and taken ownership of the account. It's amazing the number of systems which don't verify email before giving out an account. I've taken control of: Disney DropBox Redbox ...

Also Spotify! Recently started receiving Spotify invoices after someone signed up using my gmail address.

Re: FB users buying Oculus VR headsets to get customer service prioritization

#176

Post by ChrisKnott »

malandrew wrote: post #165
jimrandomh wrote: post #88

There's a bit of a story behind this. Oculus is owned by Facebook, but the Facebook website and the Oculus headsets/software are by different teams working in different states. When Facebook bought Oculus, they decided to get rid of the Oculus-specific account system and use only Facebook accounts. The Facebook account requirement took effect with the launch of the Oculus Quest 2, which launched in October 2020. Octo…

I pay for a cold calling service that lets me look up emails and phone numbers for many professionals of import. These days customer service gets two shots to get it right before I start calling the personal cell phone numbers of the C-suite, board of directors and everyone with the word director in their title. I'm absolutely over shitty customer service and it's not fair to subject customer service representatives…

Is there a techbro version of "Karen" because this is that.

I mean, seriously... buying people's personal contact details??

Re: FB users buying Oculus VR headsets to get customer service prioritization

#177

Post by fencepost »

kentonv wrote: post #119
jjeaff wrote: post #110

Earlier quoted context omitted.

Apparently Virgin Mobile doesn't verify email addresses nor does it let you reset your password by email. I assume they send you a text or something. So I've been getting billing notifications and other garbage for someone else's account for years.

My email address is temporal at gmail.com. "Temporal" was my teenage gamer tag. It also turns out to mean "temporary" in Spanish. Ever since the Spanish-speaking world started using gmail, people have been signing up for stuff with my e-mail address every single day. Any new service I want to register an account with, I first have to hijack the existing account holding my address and delete it or change the email add…

The Zoom one seems like it'd be easy to get someone's attention if being an admin means you get to add meetings for individuals.....

Re: FB users buying Oculus VR headsets to get customer service prioritization

#178

Post by monkpit »

I have stopped receiving messenger notifications whenever I have the Facebook app open. Like no unread bubble or anything. It has caused me to stop using the Facebook app almost completely (which, honestly, is probably a good thing).

But, the inner QA in me wants to file a ticket and hunt down a fix. It bugs me in the back of my mind. I’ve tried searching for a fix, but nobody seems to have the same exact issue. I’ve tried uninstalling both apps and reinstalling in various orders to no avail.

I wish I could just call or chat with support and get a meaningful conversation going with someone who could actually help (as opposed to reading from a script).

Sounds like I need to buy an Oculus.

Re: FB users buying Oculus VR headsets to get customer service prioritization

#179

Post by codezero »

malandrew wrote: post #165
jimrandomh wrote: post #88

There's a bit of a story behind this. Oculus is owned by Facebook, but the Facebook website and the Oculus headsets/software are by different teams working in different states. When Facebook bought Oculus, they decided to get rid of the Oculus-specific account system and use only Facebook accounts. The Facebook account requirement took effect with the launch of the Oculus Quest 2, which launched in October 2020. Octo…

I pay for a cold calling service that lets me look up emails and phone numbers for many professionals of import. These days customer service gets two shots to get it right before I start calling the personal cell phone numbers of the C-suite, board of directors and everyone with the word director in their title. I'm absolutely over shitty customer service and it's not fair to subject customer service representatives…

I’ve run support teams, even ones that are well taken care of, and there is no situation where your approach doesn’t hurt the support team and teach the executive nothing.

I’m happy to go into more detail, and/or offer advice on better approaches if you sincerely want it.

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