Why is repair such a horrible experience? No Tracking.

SOLVED
SamM
Settler

Why is repair such a horrible experience? No Tracking.

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. 

Vive Staff

Re: Why is repair such a horrible experience? No Tracking.

@SamM

 

Please send me some information in PM.  I will need your full name, email address, and the repair ticket number.  

Thank you, 

 

Rhiannon

drnod7
Settler

Re: Why is repair such a horrible experience? No Tracking.

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!

SamM
Settler

Re: Why is repair such a horrible experience? No Tracking.

So Far nothing to report, I have had 2 people tell me they where personally handling it last Tuesday, but still no updates
Orange.
Settler

Re: Why is repair such a horrible experience? No Tracking.

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.

 

Vive Staff

Re: Why is repair such a horrible experience? No Tracking.

@SamM

 

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.

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 and set up an RMA. There is no user fix for this issue.

Vive Care Operating Hours: 9am to 6pm PST, M-F
SamM
Settler

Re: Why is repair such a horrible experience? No Tracking.

Having worked in a Repair Dept for years I am quite able to provide the correct information and follow up. I have also after that spent years in the cellular industry "sorting out" problems with leased lines from other carriers. So trust me my skills are up to the task. I won't even let my Early Onset Parkinson's and resulting health issues slow me down there.
It never does well to assume too much about another person before throwing your opinion at them. I have been all over this forum reading horror stories. And if you go to Steam Forums you will read the same. This is me chasing up .
Emexrulsier
Constructor

Re: Why is repair such a horrible experience? No Tracking.

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).

The only way to win is not to play
Vive Staff
Solution

Re: Why is repair such a horrible experience? No Tracking.

@Emexrulsier

 

You're based in Europe, then? Other than the slightly lengthy turn around time, all is well I trust?

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 and set up an RMA. There is no user fix for this issue.

Vive Care Operating Hours: 9am to 6pm PST, M-F
SamM
Settler

Re: Why is repair such a horrible experience? No Tracking.

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

Emexrulsier
Constructor

Re: Why is repair such a horrible experience? No Tracking.

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)

The only way to win is not to play
Vive Staff

Re: Why is repair such a horrible experience? No Tracking.

@Emexrulsier

 

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!

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 and set up an RMA. There is no user fix for this issue.

Vive Care Operating Hours: 9am to 6pm PST, M-F
Labels