Issue: Technical Issue, Video issue - (Sept 25, 2024)
Player: DeoVR
Headset: Oculus Quest 1
Message:
Hi, Deovr and SLR are no longer working as of last evening for Quest 1 users. A bunch of us reached out to tech support and they mentioned there is nothing they can do due to compatibility issues between the quest 2 and 3 vs the quest 1 . They suggested trying to access the site through a web browser, however, when entering the virtual environment via the web browser, there is no way for me to filter or search for preferred categories. All i can see are the generic first page videos. The site has been rendered unusable for those of us using Quest 1, and unfortunately the support team seem to be unable to provide a workable solution. As a result, I would like to explore the option of terminating my membership and receiving a pro-rated refund of the balance that has been paid for the rest of the year. Thanks in advance for your assistance. Let me know if there may be any additional information needed.
Sara (SLR)
Sep 29, 2024, 19:01 GMT+2
Hey there,
Thank you for contacting our support team regarding your refund request for our services!
After thoroughly reviewing your account history, we can see that you have accessed content and benefited from the service. As we are sure you understand, we are unable to grant refunds for a digitally delivered service where that service has been utilized and content has been consumed. This policy is in place to ensure equity and uphold the quality of service for all our users.
In the future, when requesting a refund, kindly ensure that you do not access any content while initiating the refund request. We appreciate your cooperation and understanding.
However, since you have purchased an ANNUAL SUBSCRIPTION, what we can suggest here instead is a partial refund totaling $56.70 It's worth noting that this arrangement ensures your continued access until 06.10.2024, as the refund amount covers this period.
If you agree with this proposal, please reply back to this email and we’ll be more than happy to accommodate this!
Kind regards,
Sara
to SLR
You can disregard the cancellation request.
I already purchased a new headset.
However I do not appreciate that my email was ignored for multiple business days and immediately replied to when I accessed my new headset with the excuse that "I have accessed content". Especially while I have been trying to troubleshoot this issue for the past week or so. Your support page says 2 business days for a reply. I also do not appreciate that the only refund being offered is a month's subscription when I have over 6 months of subscription time left.
I also do not appreciate the tech support team's nonchalant attitude towards this whole situation when they abruptly discontinued support for the Quest 1 headset with no prior warnings and no recourse for those of us affected... except to demand we throw away another $300-$400 t purchase a new headset.
https://forum.sexlikereal.com/d/8381-unsupported-format-on-all-videos/61
To say the least, I am completely disappointed in how this entire thing has been handled. While I will finish my subscription since your refund policy is completely unfair, I will no longer be renewing my subscription going forward.
