At wit's end with warranty repair

firepaddle
Settler

At wit's end with warranty repair

I know this isn't necessarily the appropriate channel for this, but I have exhausted all the other support channels I am aware of. 

I have a base station in for a warranty covered repair (6 weeks now) and am unable to get any updates from the support team (arranging the warranty repair was a serious headache to begin with). I have asked multiple times through chat and email and have been given the runaround every time (typically shifting blame to the "repair department"). All I want is a simple status update. It shouldn't take 4 weeks to contact the repair department and get a status update. Something is seriously flawed in this system and it is costing me time and money.

At this point I just want them to send the base station back so I can fix it myself but they continue to refuse to give me any information or confirm that they are returning it. At this point, it is effectively theft.

This has been, by far, the worst warranty repair I've gone through, absolutely unacceptable.

Does anyone have any suggestions/experience on how to best escalate this?

Vive Staff

Re: At wit's end with warranty repair

@firepaddle

 

I'll help you. Send me (PM) your repair number, name and address and I'll find out what I can.

Thank you,

-John C

"Welcome to the desert of the real."
Meusli
Explorer

Re: At wit's end with warranty repair

Me too, but in my case they stole the whole VIVE...
Vive Staff

Re: At wit's end with warranty repair

@Meusli, PM @Synthesis with the same info and he'll get back to you ASAP 


- David R

Technical Specialist; San Francisco, CA

Highlighted
Meusli
Explorer

Re: At wit's end with warranty repair

 I have been told that you guys based in America have no input in European customer service(which seems none existant) and can only ask nicely for help. No point at all really.