No Repair Status!

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Mattack
Settler

No Repair Status!

I sent my Vive in for repair, and on 9/12/17 at 11 am UPS told me they recieved it. It's two days later, and I have still recieved no confimation at all from the repair center in Houston. In addition it has not show up on the HTC Repair tracking as delivered it is still in the initiated phase on the site which is ridiculous. It still has no tracking number based on the website and the ticket was opened on 9/7/17! This gives them only 7 more days before the ticket is closed, and that is not right. I need whoever it is who works there to freaking update it so that the ticket is not closed. I packaged the thing like the $800 piece of equipment that it is along with the proper documentation both inside and outside it, and I will NOT go down without a fight if they close that ticket, and I will file in small claims if it is kept by them as "abandoned" as described in the HTC Repair Service Terms & Conditions in part 7 due to their slowness. Hurricane or no, it doesn't take two days to send a confirmation email and update a repair status.

Mattack
Settler

Re: No Repair Status!

In addition, I consider that two working days have passed, so I better recieve a reply before that 4th day.

Vive Staff

Re: No Repair Status!

@Mattack

 

Hey, can you PM me your tracking number, repair ticket and name? I'll look into this for you.

Thank you,

-John C

"Welcome to the desert of the real."
Mattack
Settler

Re: No Repair Status!

@Synthesis
How do I PM to where others dont see my name, rma, and tracking number
Vive Staff

Re: No Repair Status!

@Mattack,

Click on your avatar in the top right corner of any forum page; it will bring up a small dashboard. Click on the envelope icon which will direct you to your inbox. On the lefthand side, you'll see a blue button labeled "new message" under the private message header. Click that and tag synthesis by putting an "@" before his name. When you receive a reply you can view it by accessing the inbox. 


- David R

Technical Specialist; San Francisco, CA

Mattack
Settler

Re: No Repair Status!

Thanks
jm213213
Contributor

Re: No Repair Status!

Hello I am in the same situation. The work number is [personal information redacted]
And tracking  [personal information redacted]
I have yet seen any updates to the status.

Vive Staff

Re: No Repair Status!

@jm213213

 

Sorry, I had to edit your post to keep that information private. Can you send that info to me in a PM instead?

Thank you,

-John C

"Welcome to the desert of the real."
jm213213
Contributor

Re: No Repair Status!

Ok it's been sent
bafoon90
New Arrival

Re: No Repair Status!

Did this get resolved? I'm having the exact same issue, I've sent an email to them with no response yet.

Vive Staff

Re: No Repair Status!

@bafoon90

 

Please send me your name and RMA number in a PM.

Thanks,

-John C

"Welcome to the desert of the real."
Mattack
Settler

Re: No Repair Status!

They said their machine that checks new packages in is broken and that it was probably there, so not really satisfied but I'll be fine as long as it gets done before the end of the month because its been awhile and I still have no confirmation, and they could at least do it manually. I wish I knew how much they were dealing with though so I could at least have an accurate timescale. Right now I have no clue when it will be done, and I'm not happy that I cant use an $800 piece of equipment. They could at least send us loners or something.
Vive Staff

Re: No Repair Status!

@Mattack

 

To clarify: The only thing that isn't working right now is the repair tracking system. It's not fully integrated into our new center yet. Your packages are being received, scanned in and processed as normal. As mentioned before, there has been some delays on repairs, but they are being processed as quickly as the center can handle them.

Thank you,

-John C

"Welcome to the desert of the real."
Mattack
Settler

Re: No Repair Status!

So its been 15 days plys later and still no answer. Can I at least get a realistic time when they should have it done. Can I or someone at least get in contact with the facility and talk to someone who knows if its going to be 2 days, 2 weeks, or 2 months before it will be fixed and sent back? I don't think I'm asking for much.
Vive Staff

Re: No Repair Status!

@Mattack


I'll go back through my messages and pull your info to check on your status again.

Update to follow.

Thanks,

-John C

"Welcome to the desert of the real."