Warranty case waiting 2 months for information

Garantiefall warte seit 2 Monaten auf Information

dt2020

Dear Migros team

At the end of February, over 2 months ago, I returned an Oculus Rift Virutal Reality headset to the Limmatstrasse branch, which unfortunately had the disconnect error that is well known on the Internet. I was very happy with the device in principle, but the disconnect error made it absolutely impossible to work and play with it stress-free for any length of time, and the disconnect error is clearly classified as a hardware error in the relevant forums and the only solution is a new device. I explained all this to the employee at the store.

Now I've been contacting the online customer service every month but have only ever been put off and given excuses. I am naturally very disillusioned about the way this warranty case has gone. How can it be that I have to wait so long? Something is wrong in your customer service or somewhere else. 2 months without conclusive information is too long. You must have sent me a new device a long time ago. Otherwise there is no need to talk about warranty.

I would be very happy if you could investigate this case. I would be happy to send you the exact coordinates by e-mail.

With best regards,

DT

Disconnect error:
https://www.youtube.com/watch?v=JbRfugoUFnQ

(Machine translation)

All replies (6)

moz79

Hey dt2020

I'm just writing to you so that your request will move up the list again and Tanja_Migros will see it;-)

Have a nice day despite the annoyance!

Greez moz

(Machine translation)

Frederica

@moz79,

Thanks for the push, but Tanja won't be replying as we said goodbye to you and the post was created the day before yesterday.
https://community.migros.ch/m/Menschen/Adieu-Tschüss-und-Ciao-Tanja/ba-p/595779

Best regards
Frederica

(Machine translation)

Guest

Hello @dt2020

Thank you for your feedback, I'll look into it and make sure you get feedback as soon as possible. Best regards, Tabi

(Machine translation)

Guest

Hello @dt2020

I have already received feedback from our customer service. They are aware of your case and are looking into it. However, as we always have to wait for the general agencies and suppliers to respond to warranty cases, this will unfortunately take longer than desired in this case. However, my colleagues from customer service will be happy to follow up with you and give you direct feedback as soon as possible. Best regards, Tabi

(Machine translation)

dt2020

This is exactly what I have been hearing for over 2 months. Thank you for your patience, but we have no idea why it's taking so long and we can't help you because it's the supplier's fault.

I bought the product specifically from you and not from a supplier because I thought Migros, as a reputable company, would replace my product if it was defective and would stand behind the warranty agreement and the customer.

Of course, we can continue to wait for a response from the general agency or the supplier. But something is not right there. Why should the general agent need over 2 months to check the product and you have enough in stock that you could replace it. You will get a new one anyway or can sell it on as new, as there are currently several new ones in your online store.
Anyway, I'm curious if we can expect the next 3 months or maybe even the release of the next generation VR headset.

Thank you anyway for your feedback. I will get back to you on a monthly basis.

(Machine translation)

Guest

Hello @dt2020

I have looked into this again:My colleagues from customer service followed up with the general agency again yesterday, but unfortunately have not yet received any feedback. I understand very well that this situation is very difficult for you and we are really trying our best to ensure that you receive feedback soon. Ultimately, however, we also have to wait for feedback from the general agency. I very much hope that this will come soon. Best regards, Tabi

(Machine translation)