Going on 3 months for repair process

Eric91
Settler

Going on 3 months for repair process

Hello, everyone

I am an original Vive owner ever since it's launch back in April 2016 and during that time I've never regret getting this wonky, expensive and yet cool VR experience. Even spent more money down the road to make the experience that much better with the accessories HTC has released. Until recently, my Vive was working fine and dandy until after playing a session on Steam with a friend, it just never worked the same again. The lenses do not stream whats being shown on your PC, but the PC still registers it as being "connected". After exhausting other troubleshooting methods aside from HTC's recommendations via Googling, I've came to the conclusion that my Vive broke just conveniently after my warranty expired due to what I only assume as "sweat damage". I was aware I would pay for the repair that could be an upswing around $300-$400 just to fix the HMD that has a post warranty on it, which is about half the price of a brand new original Vive and was expecting a large quote.

However, I sent my HMD to the address HTC's support team emailed me (which is some repair facility in Texas for the US) and was delivered in about a week, sign for and everything. I waited about a week after seeing this and nothing has literally changed since March.

Then I get excuses such as "delays" which they never elaborated with me about. At first, I was OK with this thinking that maybe they were just having a bad week or something. So, I waited another week to speak with a different support technician and the same thing. "We're sorry, we've been experience delays" or "I'll speak with our RMA team to see if they know any more details". I was even getting offers about discounts for the service repair which by now that point I realized that I was just being told what I wanted to hear so that I wouldn't have to bother any of the service techs. I even started to email the support team weekly to get some kind of update since the tracker would not say what step in the process it's in to yet find any info about my HMD with the same thing being said.
I've missed out on so many VivePort and Steam sales for VR is extremely frustrating! At any rate, has anyone have a similiar issue with HTC about the Vive? I'm just not sure what to do next since I feel like I'm being put off to the side by HTC which makes me lose so much faith amd respect for this company. Thank you for taking the time to read this and hope to hear back from anyone that can help!
Pentar
New Arrival

Re: Going on 3 months for repair process

Unfortunately, I am not able to help but am currently in a similar situation, including purchasing my Vive in June 2016. For me the repair time for my HMD is now over 2 months with only broken promises.

 

I received an RMA for my HMD on April 7th, mailed the Vive, which was received at the Texas repair facility on April 9th. Since that time I have been told that HTC lost my emails to them and I even had an email address me by the name Caryn (my name is Jason). Live chat attempted to email me (during a live chat session) which I never received (and after giving my email address received the response, "hmmm")...Frustrating.

 

On May 17th I was able to get the support team to to update the tracking system, which at least now shows the device is in the repair phase. At that time I was told the repair should only take 1-2 weeks. Also, now that the support team updated the tracking status, live chat now thinks that my HMD was received, diagnosed, and placed in repair on May 17th, not the actual date of April 9th. Then again on June 4th I was told that it should be that week or the next (which would be this week). Since I have been concerned that the information they have on file was not correct I reached out again to HTC chat and received a reply on June 7th basically stating that they have the correct information and that they will return the HMD whenever the repairs are completed...No longer given an ETA.

 

This situation is very frustrating. I am only at the 2 month mark with the same repair facility and if your situation is any indication I may be looking at least another month if not longer. 

Eric91
Settler

Re: Going on 3 months for repair process

At least I'm not the only one going through this problem. Thanks for sharing your story, man!