Broken buckle on NEW Headset

rmilyard
Settler

Broken buckle on NEW Headset

So just got my Vive few days ago direct from HTC. Open box today to find one side of the head strap will not Buckle. Chat HTC and they said need replace headset. I just got it and paid for express shipping. They want me to ship back at my cost. Then wait 3-5 days to inspect it and 3-5 days mail me a new one. Really? Is this the support HTC provides?

Ven
Contributor

Re: Broken buckle on NEW Headset

I've been having a similar issue, which side is it for you? Mine was on the left side, heres the link to my previous thread, I got it back from repair yesterday without it getting fixed Smiley Tongue
I'm back to talking with customer service, hopefully yours gets fixed sooner than mine!

rmilyard
Settler

Re: Broken buckle on NEW Headset

Right side for mine. It just spins but never clicks. Thinking might just get refund as seems like support sucks. No reason at all should be dealing with this since just opened it. Came broke. 

Vive Staff

Re: Broken buckle on NEW Headset

@rmilyard and @Ven

 

Hi, can you both PM me seperately? I'll work with you to get your headsets fixed.

Thanks,

-John C

"Welcome to the desert of the real."

If your base station has a Fault 02/03 error or a red light or both, the ONLY solution is to contact our support on vive.com and set up an RMA. There is no user fix for this issue.

Vive Care Operating Hours: 9am to 6pm PST, M-F
Ven
Contributor

Re: Broken buckle on NEW Headset

@SynthesisIm already in the process of getting mine sent to the repair shop, thanks tho

deduce72
New Arrival

Re: Broken buckle on NEW Headset

I have the same issue.  I received my 

vive about 5 days ago.  And tonight I picked it up by the back of the deluxe strap and the left buckle broke.

Is there anywhere to purchase just the parts needed to repair the buckle?  The problem is on the headset it self. A plastic connector broke, all that is still connected is the silver ring at the very bottom.  Everything else fell off.

 

Vive Staff

Re: Broken buckle on NEW Headset

@deduce72

What I suspect happened is that the screw that holds that assembly in place came undone and then entire assembly fell apart without the screw holding it in place. If you have all of the pieces but are just missing the screw I can send you a replacement screw and screw driver to repair the assembly yourself. If there are actually broken plastic pieces you'd have to send it in under RMA. 


David R

Technical Specialist - San Francisco, CA; Monday-Friday

Click here to send me a PM

tacchellac
Visitor

Re: Broken buckle on NEW Headset

Hi, I have the same problem with my headset.

The screw of the left buckle came undone and I cannot use my headset anymore.

I already tryed to contact the support with the specific form on the 20th of March, but still today nobody replied to my request.

 

 

Vive Staff

Re: Broken buckle on NEW Headset

@tacchellac, I sent you a PM


David R

Technical Specialist - San Francisco, CA; Monday-Friday

Click here to send me a PM

MirageF1AZ
Contributor

Re: Broken buckle on NEW Headset

The connector on my headset also broke after just 2 months, and simply during adjustment of the strap.  The part on the headset itself where the buckle clips into.

Problem is I'm in South Africa - not US.  Could you please point me in the right direction for support as I have only found US-based support for Vive so far.

Thanks