08-05-2017 06:25 AM - edited 08-05-2017 06:26 AM
What is the procedure for warranty service on a controller? One of mine is malfunctioning intermitently on the jump function. The other controller is working fine. Is there another place to turn in a repair ticket?
Also, seeing that a previous poster has been waiting weeks for his repair/replacement, is this the norm? Thanks in advance.
08-05-2017 11:29 AM
08-05-2017 11:36 AM
08-05-2017 04:57 PM
Thanks CataPulT, that's exactly what it is. I did a chat with the Vive people and they said they'd be sending me an email with return instructions. Of course I never received it. I went ahead and ordered another controller from Amazon. I figure if they ever do send a return autho I'll go ahead and send it in. Maybe they'll fix it under warranty and I'll have three controllers.
I'm not sure if I'm dealing with people in Bangkok or Timbuctoo, maybe its a cultural thing. Hope they honor the warranty though. I will report back to let everyone know. Many thanks CataPulT!
08-05-2017 06:30 PM
08-07-2017 09:15 AM - edited 08-07-2017 09:17 AM
I just PM'ed my ticket number to John.
Unlike @Cpt_Good I think I got about 4 fedex shipping labels to return the controller.
I used the first packing slip that I got and htc/Vive signed for it on July 11th.
I then got emails from htc/Vive saying they never got the controller.
So, I called them and they said disregard all the future emails and FedEx packing slips...And confirmed that they are in possession on my controller.
That was three weeks ago.
I've spoken with two supervisors and neither has been able to give me a date on when I will get my new controller.
If it doesn't get resolved soon, I will return my entire htc Vive...with only one working controller.
This type of (non) Support/Service is entirely unacceptable.
I hope you have a better experience than me!
08-07-2017 03:58 PM
I don't seem to have a message from you, or were you messaging the other John? Either way, please PM me and we'll set up a call time so we can go over what's going on and get to the bottom of this.
03-27-2018 01:12 PM
Aside from redoing calibration and a controller reset (if you've not done these things, I'll explain how), I'd recommend getting it repaired at our service center.
04-24-2018 03:03 PM
07-11-2018 11:04 PM
07-12-2018 01:47 PM
It will need to be RMA'd. I'm happy to say that we should be back to our normal turn around times as of this week.