08-13-2017 12:51 PM - edited 08-13-2017 12:52 PM
I am getting very frustrated with the service I have had so far, if you can call it a service! My VIVE kept going into sleep mode so I updated the software and it seemed to be fine. Then it started again so I contacted Technical support. I had to send my VIVE to a company based in Romania CTDI and am still waiting for them to return it to me, actually getting in contact with me with what is happening would be a start.
They requested €75.32 to update the software which I had already done, however in not paying they would not return my VIVE.I have emailed several times and asked if there was an update and the reply was No not yet!
After reading through the forum I see I shouldn'y have paid them for the repairs as it should be in warranty, it was about 1 year and 1 week old. They also said it was out of warranty.
Has anyone had the same experience that can help?
08-14-2017 07:36 AM
Typically the warranty period for the Vive is 1 year from the date of purchase. When you have a moment can you PM me your name, email address and phone number along with your repair ticket number? I will try and find out what can be done.
08-14-2017 07:43 AM - last edited on 08-14-2017 07:50 AM by jagibson
As you are aware I am a resident of the EU where a warranty is for two years, I do feel as though I was given a bad choice/poor choice of how much money I was to pay. Also to pay the money to your repair company via "Bank Transfer" also costs money to do, an extra £9.50. Very expensive for a premium item that has not seen much use.
08-14-2017 07:49 AM - edited 08-14-2017 07:51 AM
Thank you for sending the info. I understand that the EU has specific conditions where 2 years would apply to the warranty, being that I am US based I can't really claim any expertise on this so will pass your info to my colleagues in EU.
Thank you again, I will reply back with next steps as I get updates. There may be delays in response time due to timezone differences.
Edit: I edited a spelling error on your post thinking it was mine, my bad, no actual contents were removed or altered, just the spelling for "warranty". Sorry about that!
08-16-2017 06:42 AM
I received an update over night. It appears that the fee was waived and the repair is proceeding since you were only within a week of the warranty expiration.
Let me know if you have any questions or concerns.
08-16-2017 10:34 AM
Thanks that is great news, I appreciate your assistance with this.
I have checked my account but the money has not been returned.
Do you know when this will be? Also do you have any idea when they will be returning it as it has been a few weeks now.
08-17-2017 10:11 AM
The VIVE arrived today and it is in a worse condition now than it was before I sent it to be fixed. It now turns on and the screen gives a quick flash then goes black and then the mirror image crashes soon after but the sound is still going on of birds tweeting in the garden. The green light is still present on the side and the software shows no error messages.
Can you also advise me on the payment that I have already made for this repair as I am not sure how I am supposed to go about getting it back.
Yours a concerned and dissapointed Vive'r.
08-17-2017 11:43 AM
I've sent your comments to our EU support team. I will call them first thing during my morning to catch them during office hours their time to understand what is going on. Terribly sorry about your experience.
Please grant me one more day of your patience as I navigate through our support processes over there on your behalf.
08-17-2017 11:52 AM
Thank you for all the help you have given me so far, you have been great. It has just been very frustrating with the issues I have had.
I hope we can reslove this soon.
08-18-2017 06:55 AM
I received word that our teams were having trouble contacting you at the original number that was provided however it sounds like you have been in touch via email. The HMD did not return any failure during diagnostic at the repair center so there is suspicion that the 3-1 cable may be the culprit. The support team will confirm that with you once you have had a chance to connect.
Secondly the repair charges should have been waived, our support folks are working with CDTI on a reimbursement mechanism.
I hope this helps, let me know if you have any questions or concerns.
08-18-2017 08:33 AM
Yes, they sent me an email this morning and I told them what my phone number is at work and when I would be available to take a call. I am out in the countryside so reception is really bad here for mobile phone, thats why I gave them my land line number. Unfortunately they have not rang that once, so I do not know what to do and I leave in half an hour and I suspect they do too.
Anyhow hope to speak to them soon.