03-06-2018 08:59 AM
I sent in a vive Base Station on the 24'th of Feb, the ticket was opened on the 20'th. It was recieved on the 26th, according to the Carrier. I have chatted with a representative who assured me that it was recieved. but as of this date I still can't track the repair process in the system, it doesn't show recieved. If my ticket is closed due to the apparently perma broken tracking system. I have the chat logs to pursue this. I am just wondering why such an expensive item is so hard to get fixed. I used to work in a repair center and customers would have had our jobs if this was normal. and from reading the steam and Vive forums this is normal. It is under warrany, not even 1 month old, wont even light up. was wall mounted. so no damage. If you cant fix it in a timely fashion, or send me an email, replace it.
Solved! Go to Solution.
03-06-2018 10:32 AM
Please send me some information in PM. I will need your full name, email address, and the repair ticket number.
03-09-2018 06:50 AM
Sam, my issue was ongoing for a year! I hope you get this resolved quickly and if they do... write an "Update" in this post stating that they took care of you. Lets let everyone know about the good as well as the bad. This way they will see their actions have a real world effect. Good luck!
03-12-2018 02:40 AM
03-12-2018 04:11 AM - edited 03-12-2018 04:23 AM
Did you provide the information requested ? Things go wrong from time to time- part of life. It is not always a sinagular cause or directly related specifically to the company. Think your Vive is difficult to get repaired? wait until you own your first 60K car or your plumbing fails- and you will begin to see not all is perfect. This process does not have to be a ‘horrible experience’ - it will be - if you have decided thats what it is ahead of time. In fact- there is NO chance of it not being a ‘horrible experience’. You have already chosen it to be!
You could turn it around into a learning experience- or god forbid- you may even come out on top- if you learn to play your cards right.
My advice for you- keep patient, but chase up. If you are not receiving response via web- contact directly via telephone. Explain clearly and assertively. You will sort it.
And for the second poster mate - I find it a long stretch that any issue could take you 12 months to have rectified- and if it did take 12 months - you really need to develop a better set of problem solving skills. Because, that really is the most absurd nonsense I have heard in sometime.
You are one number- out of millions. Vive is not a resturant. You need to chase up.
03-12-2018 09:01 AM
I can check with my colleague about it, but at this point we're experiencing longer than normal turn around times on repairs due to a change in service centers (which, incidently, is also why the tracking page does not accurately reflect the status of the repair)
We're all working as fast as we can to get the situation resolved for everyone. If you'd prefer, you can PM me and I can investigate it as well, but I'll follow up with @Rhiannon at least.
03-12-2018 12:50 PM
03-15-2018 09:43 AM
My RMA of a joypad was smooth enough though not the fastest. It was logged ok then I was sent a shipping label, if I remember correctly the item was returned to HTC in romania.
Emails were a bit mistleadng as for example I had already receieved my replacement pad back to and maybe a week later I received an email to say my item was now repaired and in the warehouse pending despatch.
Maybe took 5 weeks from me dropping it off at a UPS collection point to a replacement (infact it was a fix, it was my same pad back and even the same box I used to ship it).
03-15-2018 10:22 AMSolution
You're based in Europe, then? Other than the slightly lengthy turn around time, all is well I trust?
03-15-2018 07:47 PM
I recieved a replacement base station in the mail today, all appears well Thanks for the help. The lack of tracking was frustrating but at least I had the reason explained and things worked out
03-16-2018 02:50 AM - edited 03-16-2018 02:51 AM
Yes I live in the UK, to be honest I wasn't too bothered about the slow turnaround as I took into account Chrismas came during that time. If I remember correctly I sent it out on the 22nd December and got a a fix back around the end of Jan. It maybe worth noting that there is a charge for shipping if you use UPS collection if though you drop it off at a UPS drop of centre (I have several corner shops that offer this) then it is free.
I think I was more annoyed that it was faulty as it had very little usage and reading around it might be a common fault (touch pad buttons stop functioning)
03-16-2018 09:50 AM
Yes, the holidays can slow things down a bit, especially when it comes to shipping (it is the carrier's busiest time of year after all) but I'm glad it all worked out for you!