Horrible customer support, 2+ months in "repair center". 5 months since I last used.

Mzmalynda
Contributor

Horrible customer support, 2+ months in "repair center". 5 months sinc...

I bought the HTC Vive at the end of November last year and after less than 7 days of using it, a dead pixel appeared that completely covered the lens. 

 

I sent the headset back after only owning the device 7 DAYS in hopes to get a quick replacement so I could enjoy the device I purchased, seeing as I paid $600 for it. 

 

I finally got a BROKEN replacement a month and a half later, only to have to SEND it back. I could not use the headset, for everytime it would just go grey because the sensors were broke. That in itself was a hassle to explain constantly, but eventually customer support gave an RMA. 

 

I sent the BROKEN REPLACEMENT back on Feb 5th and it was received Feb 7th. It has officially been more than 2 months, adding on to the month and a half before that and the time in between those to get a customer support person to actually offer an RMA after constant rigorous tests that led to the same result one after another. 

 

You guys can't give me a simple ETA or speed up the process for something that was your fault to begin with, seeing as you sent a BROKEN replacement. I've only been able to actually enjoy the device for 7 days since November, but you guys won't offer a refund or complete replacement to speed up the process? 

 

I've contacted constantly customer support without results. Then answered constant phone calls with excuse after excuse. That somehow the repair center had "moved buildings" or that my case owner was busy. I have heard customer support say they're "escalating the problem" about 20+ times without it having any affect whatsoever. I just want my replacement, a WORKING replacement finally seeing as I've paid $600 for it! 7 days in the last 5+ months is not what I would say is worth $600!

Mzmalynda
Contributor

Re: Horrible customer support, 2+ months in "repair". 5 months since I...

still hoping for an answer

Vive Staff

Re: Horrible customer support, 2+ months in "repair". 5 months since I...

Hello @Mzmalynda

 

Can you PM your repair ticket numbers for me?

 

Thank you,

 

JohnG

Mzmalynda
Contributor

Re: Horrible customer support, 2+ months in "repair". 5 months since I...

for some reason I can't apparently pm you?..

 

One or more of these members do not have private messages enabled. Their names have been removed from the Send to list.

 

@jagibson

Vive Staff

Re: Horrible customer support, 2+ months in "repair". 5 months since I...

@Mzmalynda, looking into why you can't send that PM. I've pinged @jagibson through other channels so he's aware of your inability to message him. 


David R

Technical Specialist; San Francisco, CA

Click here to send me a PM

Vive Staff

Re: Horrible customer support, 2+ months in "repair". 5 months since I...

@Mzmalynda

 

Apologies for this, I'm unsure why PMs are disabled for me, looking iinto it.  Please PM @Synthesis with the info.

 

Terribly sorry for this.

 

Thanks,

JohnG

Mzmalynda
Contributor

Re: Horrible customer support, 2+ months in "repair". 5 months since I...

@jagibsonjust messaged them

Mzmalynda
Contributor

Re: Horrible customer support, 2+ months in "repair". 5 months since I...

Still hoping for a resolution 

Vive Staff

Re: Horrible customer support, 2+ months in "repair". 5 months since I...

@Mzmalynda  sent you a PM with tracking info on your repair.  Thanks!

Labels