HTC/Vive refuses to acknowledge 2 year EU guarantee

kazak4uk
Contributor

HTC/Vive refuses to acknowledge 2 year EU guarantee

I contacted HTC/Vive support this afternoon and was surprised to be told that my Vive - purchased in EU - is out of warranty, despite being within the 2 year EU statutory guarantee period.

 

One of the lasers in one of the base stations has failed (laser at bottom not visible on inspection with phone camera), headset & controller tracking fails when sensors can't see the other, working base station.

 

I've seen a few other posts here from people with similar issues:  I'm surprised that HTC/Vive support won't even aknowledge the existence of the 2 year statutory guarantee in the EU.

Vive Staff

Re: HTC/Vive refuses to acknowledge 2 year EU guarantee

@kazak4uk

 

Hi, can you please PM me your name, number, email and order number? I'd like to look into this and determine if an escalation is necessary so we can resolve this matter.

Thank you,

-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
kazak4uk
Contributor

Re: HTC/Vive refuses to acknowledge 2 year EU guarantee

Hi John,

 

I have sent you a PM with the details.

 

Kind Regards,
Kenneth

kazak4uk
Contributor

Re: HTC/Vive refuses to acknowledge 2 year EU guarantee

I got a call from HTC on Tuesday afternoon (Central European Time) to say that my case had been escalated, that my lighthouse would be RMA'd under warranty, and that I would receive an email with the postage label, and the email address that HTC has on record is definitely correct (same address I used to pre-order and communicate about Vive-related topics in the past) - but as of now, Thursday evening, no email has arrived (it's not in the spam folder either).

 

How long does it normally take to create a postage label and email it?

Vive Staff

Re: HTC/Vive refuses to acknowledge 2 year EU guarantee

@kazak4uk

 

It shouldn't take long. I'll look into this. 

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
kazak4uk
Contributor

Re: HTC/Vive refuses to acknowledge 2 year EU guarantee

Hi John,

 

Any luck with investigating the lack of email containing postage label?  I still haven't received it yet after the phone call from HTC midway through last week.

 

Kind Regards,

Kenneth

Vive Staff

Re: HTC/Vive refuses to acknowledge 2 year EU guarantee

@kazak4uk

 

I'm hoping I'll hear back today. In the mean time, keep checking your email.

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
kazak4uk
Contributor

Re: HTC/Vive refuses to acknowledge 2 year EU guarantee

Hi John,

 

HTC got in contact, which was good.  During at least two of the phone calls, they said that the base station would be covered under warranty.  They also confirmed that the base station would be covered under warranty in the top email below.  So that went generally quite well and I posted the base station with the prepaid label.  Then this morning I received an email from the repair company (I assume repair partner for HTC based in Romania) - email attached below.

 

In the email they said that they can't repair the unit in warranty because of the following reason.  I'm pretty sure the slightly larger blank space (marked in red rectangle) in the bottom email below should contain a reason, then "the cost of an out of warranty repair..." etc should follow - not as a reason, but as an outcome of the reason.

 

Anyway, I interpret this email to mean that they have identified that the base station is not in warranty.  Then I wonder what's happening in the communication between HTC parties.  What do you think?

 

HTC.pngCDTI.PNG

 

 

Vive Staff

Re: HTC/Vive refuses to acknowledge 2 year EU guarantee

@kazak4uk

 

Can you reach out to your previous contact and provide them with this information? If not, that's fine, I can go back to the team I initially spoke to about your issue. They should be able to help if you explain the situation to them as you just did to me. (Or you can link this thread, even.)

If you get stuck there, PM me and I'll see what I can do to move you forward on getting this repair done.

 

Strange that no reason would be listed, though.


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
LeFabion
Contributor

Re: HTC/Vive refuses to acknowledge 2 year EU guarantee

I was wondering if anyone has the same problem and i found this thread. One of my basestations stopped working and makes a clicking-sound, like in this video: https://www.youtube.com/watch?v=bQvvfa3r5ys.

I tried all the troubleshooting guides i could find - nothing helped. The support wasn't helpful at all and just gave me the link to the basic install instructions. Looks to me like a RMA, but HTC-Support told me my VIVE has only one year warranty in the EU. This is clearly against EU (and German law).

One of the base stations wil no longer connect, and makes an intermittant clicking sound
Vive Staff

Re: HTC/Vive refuses to acknowledge 2 year EU guarantee

@LeFabion

 

 

Do I understand correctly that it's been over a year and they're explaining that you'll have to pay for the repair?
Please PM me with your name, number, email and address as well as the serial number on the device.

Thank you,

-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
LeFabion
Contributor

Re: HTC/Vive refuses to acknowledge 2 year EU guarantee

Sent the PM a week ago, still no reply from you so far...

Vive Staff

Re: HTC/Vive refuses to acknowledge 2 year EU guarantee

@LeFabion

 

I sent you a PM with a request for additional information. Sorry for the delay.

Thank you,

-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
LeFabion
Contributor

Re: HTC/Vive refuses to acknowledge 2 year EU guarantee

Last Update: A lot of "Sorry, sorry", support-emails with the same badly translated default-answers and no recognition of EU-law. Cost estimate and transportation is close to buying a new Basestation. 👍

Vive Staff

Re: HTC/Vive refuses to acknowledge 2 year EU guarantee

@LeFabion

 

Hi, are you still in contact with the EU team? Unfortunately, we're based in the US and do not have access to EU systems.

 

Thank you,

-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