Horrible Customer Support, Headset shows it arrived in April but no progress, updates or answers.

poolside
Visitor

Horrible Customer Support, Headset shows it arrived in April but no pr...

So one of the connector clips broke on my headset. It Seemed like a simple fix. I contacted customer support and they gave me a work order number and to send it in. So at the end of March I senit it in to have it arrive April 6th. Every single time I contact customer support on the status of it, they have no answers, one person even said they never received it (This was the third time I contacted them, the first two times they were able to acknowledge that it had arrived) 

 

We are into June now and I feel like I've been scammed. I've contacted constantly customer support without results. Then answered constant phone calls with excuse after excuse. I dont even think that my case manager exists and its just a fabricated lie meant to string me along until I give up. I have heard customer support say they're "escalating the problem" about 20+ times without it having any affect whatsoever. I just want a replacement, a WORKING replacement

Vive Staff

Re: Horrible Customer Support, Headset shows it arrived in April but n...

@poolside

 

Can you please PM me with your RMA number and tracking number? I'd like to take a look at this and see what I can do.

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
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Eric91
Settler

Re: Horrible Customer Support, Headset shows it arrived in April but n...

Same issue here with my HMD. HTC has horrible customer service.
Vive Staff

Re: Horrible Customer Support, Headset shows it arrived in April but n...

@poolside

 

I got a report back from our service center and it looks like it was already returned to you last Thursday. I PM'd you the tracking information.

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