HTC doesn't want to fullfill warranty by EU LAW.

Shidapu
Explorer

HTC doesn't want to fullfill warranty by EU LAW.

I contacted HTC support, and got a reply that HTC only warrant a 1 year warranty.

By EU Law, we have 2 years of warranty.

EULA does not rule over EU law, In Sweden we have 2 years of warranty aswell.

 

The issue i have is that both my controllers have an identical issue, the batteries have swollen, and a physical deformation has occured, I'm afraid of recharging them as the batteries could explode.

This means my HTC Vive is unusable.

 

I have not used the controllers very much at all, in the time i've had them, and im very careful of my electronics, the controllers is in mint condition otherwise.

 

I guess i could report the issue to ARN here in Sweden, but i'd really rather have a good solution instead, and that HTC would honor the EU law.

Vive Staff

Re: HTC doesn't want to fullfill warranty by EU LAW.

@Shidapu


Can you PM us some pictures of the affected devices? We'd like to take a look.

Thanks,

-John C

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

Re: HTC doesn't want to fullfill warranty by EU LAW.

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Vive Staff

Re: HTC doesn't want to fullfill warranty by EU LAW.

@Shidapu

 

Alright. PM me with the following:
Name,

Address,
Order number,

Phone Number,

Email

We'll see what we can do.

Thanks,

-John C

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

Re: HTC doesn't want to fullfill warranty by EU LAW.

I have replied to you. awaiting further assistance.

Vive Staff

Re: HTC doesn't want to fullfill warranty by EU LAW.

@Shidapu

 

Thanks, I got it.  We'll contact you shortly.

-John C

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

Re: HTC doesn't want to fullfill warranty by EU LAW.

Still no answer as was promised yesterday. Smiley Happy 

 

Vive Staff

Re: HTC doesn't want to fullfill warranty by EU LAW.

@Shidapu

 

I'll check and see what's going on.

Thanks,

-John C

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

Re: HTC doesn't want to fullfill warranty by EU LAW.

Still no answers from HTC.

I have now started an investigation with ARN here in Sweden.

Will update here when this has been sorted.

Shidapu
Explorer

Re: HTC doesn't want to fullfill warranty by EU LAW.

Just want to update here, the controllers won't start anymore, and it doesn't charge either. I've tried all the ways to try to get them to start. My estimation is that the battery of both controllers has died.

I tried to find replacement batteries, but couldn't find any. Still waiting for the ARN investigation to complete.
Vive Staff

Re: HTC doesn't want to fullfill warranty by EU LAW.

@Shidapu

 

You still haven't been contacted? Okay, I'm in the US but I'll see what I can find out.

Sorry,

-John C

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

Re: HTC doesn't want to fullfill warranty by EU LAW.

Hello Synthesis!

Thanks for replying to me in this thread! I really appreciate it!

 

Im happy that you are trying to assist me in this matter.

I only wish for the controllers to work again.. 

wOOOOt
Pioneer

Re: HTC doesn't want to fullfill warranty by EU LAW.

Im no lawyer, but they sell in EU, so they must abide by EU rules of warrenty!

I see they are helpful in here. I hope you get a new set of controllers. Vive is not much without them.

Vive Staff

Re: HTC doesn't want to fullfill warranty by EU LAW.

@Shidapu

 

Our local crew assured me they'd contact you, so please let me know what happens.

Thanks,

-John

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

Re: HTC doesn't want to fullfill warranty by EU LAW.

I got a phone call earlier today, I was at work though, and im not allowed to answer calls when im on duty with my patients. 

 

I recieved an email from HTC support today, this is what i got:

 

I will update you when i get this resolved, I really appreciate all the help you've given me so far!! 

 

Dear Mr. Liisanantti, 

I tried to reach you over the phone, but I assume you were busy. 
However, I am contacting you, regarding repair of controllers. We will book repair and arrange courier service for you, so please forward us following information:

-          Serial numbers of the device (they're on a sticker on the Vive box; please don't take numbers from the controllers directly, it's another kind of number);
-          Copy of proof of purchase to check the warranty status;
-          Address, with postal code, to send the part back after repair;
-          Issue description.
-          Confirm will you send both controllers.

Once we receive your email, we will proceed with booking process. When we complete process, we will forward you instructions. We appreciate your patience and understanding. 

We will be waiting your kind reply.
Have a pleasant day!

Best regards, 

Ivana
HTC Vive support team