Oculus’ dedicated motion controllers Touch launch officially on December 6th, but some lucky pre-orders have already been delivered. But there are worrying signs that launch day delivery may not happen for others.

The Oculus Rift VR headset launch in March this year was viewed almost universally as poorly handled. Confusing shipping estimates, lack of communication on payment processing and protracted delays blamed on component shortages, all left a bad taste for those who had ordered early and waited patiently for Oculus’ first consumer virtual reality headset.

Oculus later vowed that the company’s second major consumer hardware launch would be different however, with Oculus’s Head of Content Jason Rubin, speaking to Road to VR earlier this year, stating “[The Rift shipping issue] hit us [suddenly] internally, and all at the last minute,” said Jason Rubin, Head of Content at Oculus, speaking with Road to VR. “It wasn’t something we were hiding, it was something that struck us out of the blue in our process that created the problem,” stating further that people should ” Judge us on our Touch launch.”

With just a few days until Touch is scheduled to begin arriving with pre-order owners on Tuesday, things are looking pretty healthy overall. Although we can only gauge how well Oculus Touch hardware is being distributed at this stage circumstantially, the comparisons to March’s Rift launch look favourable. There are multiple worldwide retail outlets, both online and bricks and mortar, indicating that they intend to have stock of the controllers ready for launch day and others whose pre-order shipping estimates indicate a healthy distribution of stock. UK retailer John Lewis for example has sent notifications via their courier DPD, with deliveries expected for some as early as tomorrow, a day prior to launch. Similarly, online retailer giant Amazon has shown good stock allocation with many choosing them over Oculus for their Touch orders.

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What’s more, one lucky Touch owner in Nevada, US has reportedly already received his launch unit, although predictably software with which to try the devices out is as yet locked until launch day. Posting to an Oculus subreddit, user /u/LVNeptune has shown pictures of his launch day package along with some shots of the RockbandVR accessory. The user also comments that the Touch launch software is presently inaccessible although he has had success trying out his new devices with SteamVR titles, such as The Lab.

lvneptune-oculus-touch-rockbandvr-attachmentIn the very same thread however, others bemoan the lack of processing or shipping notifications for their reportedly early-on pre-orders. I too can verify that my Oculus direct order has still yet to move to the ‘shipped’ phase, whilst my secondary John Lewis UK order is also scheduled to arrive on Monday 5th.

In summary, the Touch launch looks to be a lot more robust and healthy than the Rift. It seems likely that there will be many more people happily receiving their pre-order Touch packages either early or on time in comparison. It does however seem as though Oculus still has some kinks to iron out in its direct online order systems and that some may still be waiting patiently on launch day uncertain of arrival.

There’s no doubt though that Oculus have pulled out all the stops to ensure that, once people do get their hands on Touch, that they’re well supported for software with over 50 titles for the new motion controllers available at launch.

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  • Tom

    I preordered my oculus on day one back in January and have to say I love my rift. That said, there are several things that are very annoying still with oculus’ way of handling things.
    For starters, I preordered the touch and put my order in for it pretty early on. Then later decided to add the headphones. They are shipping separate acording to my tracking info I received with the headphones and lack of shipping info I’ve got on the touch. I even contacted support and asked if they could combine them to save on shipping (more for them since shipping is free) and the support said they can’t do that.
    Another thing that is really annoying is i wasn’t able to create an oculus account till after having my rift. Now I have my rift account but my orders have to go under my original email address which is confusin for record keeping purposes. Small thing that they should be able to fix so that customers records can all be consolidated.
    Another small bit annoying thing is their order system and how every time you want to check the status you have to send a request for a new link which is emailed to you. No idea why they don’t just allow for a login system like any other company.
    I also wish they had phone customer support to provide a more personal touch but understand they want to save on cost.

    Just a bunch of little things that can easily be fixed but unfortunately create a bad experience for users. I don’t regret buying my rift as I really enjoy using it (admittedly I haven’t tried a vive but still feel confident in my purchase) but wish oculus/Facebook would have fixed some of the internal processing issues by now since they’ve had almost a full year to iron out kinks.

    • Get Schwifty!

      I too ordered the headphones and they are shipping separately. No movement yet on any order of an additional 3rd and 4th sensor.

      EDIT: I forgot to mention, I did order both the Touch and Headphones, along with two more sensors and it appears so far that the Touch and Headphones are shipping separately despite being ordered same day. No idea yet on the sensors but I bet they ship separately.

      • Aeroflux

        Can confirm separate shipment pattern. Ordered Touch and Headphones at the same time. I have a tracking number on the headphones, processing on touch, dead silence on the extra cameras, and not a peep from UPS My Choice. Anybody else got 12 days of Christmas stuck in their head?

        • Get Schwifty!

          In all fairness the extra cameras dont ship till later, December 13th is their “Release Date”.

          • Aeroflux

            Yeah, that’s why I mentioned 12 days of Christmas. 13+12 = 25

            :)

          • Get Schwifty!

            Ah I see :)

      • Firestorm185

        Same here, sans the extra sensors. And I’ve gotten confirmation (and money taken from my debit card)for both Touch and the headphones (are they headphones or earphones? Just checking.) but no “shipped” emails on either yet.

    • Andrew Jakobs

      the fact the headphones and touch couldn’t be shipped in one ‘box’ is propably because they come from 2 different productionsites. It’s not uncommon to just ship directly from manufacturingplant to the consumer with companies like these, it’s cheaper for them as they don’t need a separate warehouse and extra shipment..

      • Tom

        Good point.

  • Get Schwifty!

    Lest those who think I never criticize Oculus (far from it), I was dismayed to find that if you use a credit card that they have never charged to, they (can) do an idiotic process of charging three $1 charges with instant refunds and then attempt to charge the Touch… this causes most credit card company fraud systems to activate as the activity looks pretty much like what someone with a stolen card would do. As a result, not once but twice I had problems getting my order to go to processing, roughly a day and half behind where it was. WTG Oculus ><

    My other beef is you can't get someone on the damn phone, they only do email for support currently. All that being said, I wish now I had just gone through Amazon or Best Buy to avoid that nonsense.

    • Firestorm185

      Man, that is pretty weird, for both of those points. Hope they can get that figured out.

    • Mendes Soze

      Yeah but wait till you’ve got your hands on a virtual Plumbus… I’d give all my brapples and then some for that!

    • Aaron Hillaker

      I completely agree. While I haven’t had any processing problems, it’s a day away, and my Touch hasn’t shipped. Definitely should have gone to Amazon.

    • James Friedman

      That’s interesting. I had an issue today of all days when I decided to look to see why I haven’t received any tracking info. I noticed my account was on hold because they were not able to authorize a paypal payment. I checked my bank account (all good there), I called paypal to ask what’s up and they had not had any attempted purchases to my paypal account from Oculus. I even confirmed that they were setup to be pre-approved merchant which I setup in October. I ended up having to use a credit card and now I’m thrown to the back of the line! I won’t probably get mine till this weekend. Such a BS company for processing orders. I should of just used the same method I pay for games. It probably has something to do with that being a new payment method, but they couldn’t actually tell me that because that’s just a ridiculous practice. So much for that reserve your touch and get first dibs.

      • Waldo

        Same with me, they had me change my account payment method then said it was ok that was Sunday, then today they sent another email and said to I had to change it again from PayPal back to my Credit Card (which is used by Pay Pal) after saying Sunday my account was ok, now not ok.

        So I went on line to Best Buy ordered the controllers with my Best Buy card and will have them by Dec 8th with no shipping charge. Oculus is ok at engineering HMD’s and building social sites (some would disagree with both, no issue there) but they suck at order processing. They should probably have Amazon or Best Buy handle it for them as they are simply not capable.

        Working with their order system is utter harassment and annoying. I didn’t have this issue with my Vive.

        • Chris Esposito

          Did the give you your pre order keys for unspoken and vr sports or you just decided fuck it>?

  • Steak Congregation

    By the way, the people who are getting the units early are entirely from retailers, including the Redditor in this article. Many times, they don’t exactly honor the release dates of the manufacturer so you have this happening.

    • Get Schwifty!

      Interesting, but that makes perfect sense now that I think about it, as retailers often jump the gun in deliveries of new product releases due to differing processes and delivery estimation times.

    • Andrew Jakobs

      that’s propably not due to them honoring release date, that’s because they can’t say for certain with delivery what day it will be delivered. So they already ship it so it will at least be there on the release date..

      • Steak Congregation

        Well that’s probably the case for certain orders now even from Oculus, but the Redditor in this article said he got it by walking into a Bestbuy, so it actually was them not honoring the release date.

        • Andrew Jakobs

          ah ok, yeah physical shops do tend to not honor the release date.

  • wheeler

    I don’t know what Oculus’s order processing, shipment, support and RMA process is like but I would wager that it isn’t nearly as good as a well established retailer. The company HTC outsourced to is practically a scam. They will constantly stall (e.g. “let us run this by our ‘engineers’, try back in a week”) and bullshit you (e.g. “you need a 1000w powersupply!”) until you give up or they start ignoring your messages. Email support never works and the chat support is a coin toss and disconnects you every 5 minutes. It can take months to get a simple defective cable or controller replaced. When faced with issues, many people have resorted to calling HTC offices higher up in the company’s hierarchy or filing a complaint with the attorney general’s office.

    Whether Rift or Vive, do yourself a favor and purchase from a well established retailer. If you’re just an individual lowly consumer, HTC and Oculus/Facebook don’t give a fuck. But they can be muscled by large retailers.

    • Tom

      I 100% agree on ordering through Amazon or Best Buy. As somebody who has prime I debated about going through Amazon instead. Only reason I didn’t was I was hoping oculus would do right and deliver earlier and/or offer a bonus launch title by going through them. Lesson learned the hard way. Still love the product but really disappointed for a second time in their launch process.

      • Robbie DeRoo

        When logging into chat support for the HTC Vive, you’ll find that if you mention the chat support person by name (you can see their name when it connects you with them) then they will magically respond. I had both my controllers shipped off for repair/replacement, at different times. What I find works the best is if you keep telling them, “all you need to do is start an RMA for me please and the designated repair company will confirm for you that the product is faulty”. Otherwise they will get you to try all manner of things. They even tried to convince me to remotely connect to my computer. Um, nope. Not gonna happen. Just have your serial number(s) handy – they are on the box. At any rate, they ended up sending a courier to pick up my controller and I received a new one the same week. Both times!

        • Andrew Jakobs

          What worries me is the ‘both times’……. controllers/headsets like this should not break down so easily that you have to RMA a product twice not even within one year..

          • Bryan Ischo

            They don’t. HIs case is an anomoly.

          • Robbie DeRoo

            They did not break down they arrived faulty due to a manufacturing error. I RMA’d them seperately so I was not left without a controller (I could still use them apart from the buttons on the trackpad not clicking down properly).

          • Robbie DeRoo

            I stand corrected. Much to my dismay, the trackpad on both my Vive controllers have stopped working again. This is not an anomaly – it appears to be a common occurance, even if HTC Support flatly denies it (which they have, I have records); you can find threads about it on Reddit. This is the third time I have had to RMA my Vive controllers. It appears a little plastic gromit in the center of the trackpad keeps coming loose and dislodging as a result. Possibly for one of two reasons. Cheap glue and/or the use of a material/plastic that will not always pop back into place properly when squashed ie. when the trackpad is pressed. This could be for a number of reasons. My hypothesis is it is not very good at withstanding temperatures above 30° Celsius (which is quite common in Australia, esp. now we are in the middle of summer). Phonebiz (who has been elected to handle the repair) has put me in a queue without addressing any of my queries/requests. I quote, “It is currently in a queue to get booked in our system”. You would think they would triage me to the top of the queue after having sent one or both controllers to them THREE TIMES now. To add insult to injury, they officially claimed on a previous receipt that my controller was repaired. When I spoke to them over the phone they said it was definately not repaired, but replaced. Any further problems, I will be contacting the ACCC (essentially our deptartment of Fair Trading).

    • jlschmugge

      I’ve never tried to return an Oculus product, but their customer service and tech support has been top notch, personable, actually has experience, and actually believes you when you say you are having problems.

      As a person who is comfortable around computers, I hate having to explain a problem to an outsourced representative with no real experience and reading off a script. Oculus has been refreshing so far.

  • Firestorm185

    Still hoping those Oculus orders can get out on launch day. Wednesday night I plan on being up a while testing those out.

    • Firestorm185

      Heh…. so, got my tracking number for the earphones!…. just, uh, before the number for Touch, so…. still waiting on that one…

  • jlschmugge

    The picture from that Redditer? I was hoping I’d get a first impression, but it said nothing. You can see in the picture with his name typed in Word and a badly lit up box that he just wanted his 15 seconds of fame.

    I should be getting it tomorrow delivery, I’m sure with many people a who preordered through Oculus. I’m not jealous for one day because I have better things to do, and I’ll have most of later December free to play whenever I want.

  • Andy Ainsworth

    Edit: Well, foot in mouth indeed, just received a delivery update from UPS, rescheduled to be delivered Monday 5th, get in!

    I’m really disappointed, had an email on Dec 1st that my touch preorder had actually shipped and will be delivered by DPD on Dec 12th! That’s after receiving an email days before saying it had already shipped, followed by an apology email from Oculus saying they been “to excited” and “hit the button too soon”. I foolishly booked days off work Dec 5th onward just to take the time with the touch, now I have to wait another week!

  • cefizelj gnom

    Living where dragons be, I have no concerns in regards to getting this early. I’ll be Touching myself well after new years.

  • Waldo

    Same issue here, my credit card fraud protection went off and I had to set up another method of payment, now for the wait.

    • AndyP

      I’ve had similar problems with orders from other companies recently – the banking system is a joke everywhere. Use PayPal.

  • VRDRUMMER

    My Touch controller will be here the day of launch Dec 6th as I qualified for being an original preorderer… They sent me tracking this past Friday. Ready and waiting! This has been what seems like a normal launch and what you would expect. At least for me..

  • Sponge Bob

    It’s insane to track hand-held controllers right in front of you via several external cameras located several meters away…

    how many cameras do you need now ? 2 or 3 or 4 ?

    My guess 3 is the absolute munimum to avoid losing tracking

    Things are not gonna stay this way for long, so don’t spend your hard earned $$$ on this useless toy

    • Bryan Ischo

      That is not a helpful post. You have not used the product and have no actual idea how well it works and what the value proposition is for people who want the experience.

  • Randy V.

    I ordered mine in the first minute on October 10th. No shipping information yet. I canceled my Rift preorder because I bought it in a store 3 months earlier than it would have been delivered.I was not able to keep my “spot in line” for the controllers for some reason. I hope to get some shipping information tomorrow, sad knowing I will not get it on launch day even though I should, tis a trivial thing… but the internet loses its collective mind for less.

  • AndyP

    Touch arrived at lunch today – a day early (I originally ordered the Rift in Jan this year). Controllers and room-scale are working and amazing, but no games until they are released tomorrow.

    • Tom

      Had you received a shipping confirmation? Hope you have fun with some of the steam games out there before tomorrow’s big release.

  • Aaron Hillaker

    Yeah it’s weird. No shipping info from Oculus, just from UPS. Whatever. I’ll have my Touch in a few hours.

  • Chris Esposito

    THIS IS RIDICULOUS, get your shit together.
    i can order from best buy right now and have it in my hands in 2 days BUT THEN I LOSE MY PRE ORDER GAMES!
    This is buillshit . i pre ordered in the first ten minutes on the launch of pre orders and still no shipping
    But the deleviry day magically changed on my order from dec6th,
    to dec6th-dec 15th!
    WTF

    • Buddydudeguy

      It was always 6th-15th and it was never a deliver day promised but shipping window. I’m pissed off too, my order hasnt been processed but I’m only pissed off because I see thousands of other people getting theirs very very fast, very early in the 6th-15th window and mine hasnt even been processed. But seriously, get your facts straight…

      • Chris Esposito

        dude mine said the 6th so

        • Buddydudeguy

          No. It did not. Nobodies did.

          • Chris Esposito

            well maybe it didn’t but I was under the impression from the companies own words it was launching on the 6th and that we would get them at least in the mail by the sixth after the made sure to tell everyone that any shipping issues they had with the rift were behind them

      • Chris Esposito

        THERE NO REASON in hell thatpeople that ordered from best buy and amazon should get faster them anyone who ordered on oculus.Com after their ASSURANCE that shipping issue was behind them
        I don’t care if it 15th, that was not specified prior to ordering , you get the shit there on launch or at least have it the freakin mail or Ema someone to let them know what’s the hold up

        • Buddydudeguy

          Oh I know. I agree, but don’t tell me itt ever said the 6th. It didn’t. I’d love it if I was wrong.

      • Chris Esposito

        I found the controllers on a shelf in best buy while my preorder rots somewhere . so I got my shit and canceled the oculus.Com order

        • Buddydudeguy

          I’d do the same if they weren’t sold out in Canada. Oculus is slow as hell and whatever system decides when your order FINALLY gets gone, fails hard.

  • Chris Esposito

    THe spot in line shit is BS to.
    I work for amazon and we ship 100,000 packages in one 8hr shift at one sort center. No reason they cant get a couple huundred thousand, if its even that much, in going on 3 days now when it actually longer because theyve had them long enough to send to bestbuy and amazon.
    Drop the attempted distribution of your own product and sell them through retailers,

  • Chris Esposito

    My therory is the dont even have them yet and they are waiting on more units to be sent to them

  • Crangus

    I pre-ordered the touch pretty much at the end of october and it still hasn’t came in the mail. Is that bad?

    • Buddydudeguy

      I did the same, mine hasnt even been processed. Bullshit system they are using. I wouldnt even care if I didnt see thousands getting theirs days ago.

  • Buddydudeguy

    Whatever fracked up system they use fails hard. I watch thousands get theirs days ago and mine hasnt even processed.

  • Matt

    My frustration is that I have supported Oculus from the start to everyone I know that is a gamer or entertainment buff.
    Now I feel like I should have gone with Vive.
    I ordered the Touch with the same CC and address as my rift but this time my order was canceled on the 1st of December with no reason given.
    Below is the email I received.
    Oculus order number 6130007xxxxxx placed on November 30 has been cancelled.

    Please contact our support team at Oculus Support. with your order number if you have questions about your specific order cancellation.

    So I contacted them 5 days ago and still no reply..

    Maybe time to move on to a company that isn’t run by Facebook.