Just need information on sending back my Vive Pro. (Trouble with Chat Support)

Nemesis360
Contributor

Just need information on sending back my Vive Pro. (Trouble with Chat Support)

Update: This has been taken care of, thank you HTC Vive for listening.

 

I have contacted chat support 3 individual times now asking for what I would think would be a simple task, what most companies take 10-15 minutes to provide, is now coming on 2 days.

 

Here is the short story:

 

I ordered the HTC Vive Pro and accessories on the 5th of April. I receieved my HTC Vive Pro HMD and wall brackets. I immediately contacted chat support asking why I did not also receive my accessories. I was told they were on Backorder.

 

I then contacted chat support again 6 days later to return my HTC Vive Pro because I did not intend on looking at a pretty box while I waited until an undetermined date for my "accessories" which are necessary to making the device operable completely. I was told that I would receive information on this. (No specific details when)

 

I contacted chat support once again after a half a day of waiting, realizing I never received information on returning my Vive. This time the chat specialtist mentioned I would receive the information within 24-48 hours.

 

I waited another day, and received an email stating:

 

"Thank you for ordering from VIVE. We have now received your product(s) and a refund has been generated for your order as a result of one of the following: your request, the fulfiller’s request, an incorrect address or a refused shipment.

Please allow 5-7 business days for your refund to be updated on your account."

 

This was odd to me, because I had not sent in anything at this point.

 

... I contacted chat support once more.

This time the chat specialtist, who was very nice, stated they would get me the information within an hour of the chat ending. I have not received this information.

 

This information seems like it would be an address to ship it to and what information to include. I'm furious at this point, I just want to cut ties with HTC all together now.

 

Is there anyone out there that can help me with this issue?

 

P.S. Sorry TLDR

iLAGandDIE
Settler

Re: Just need information on sending back my Vive Pro. (Trouble with Chat Support)

 

I am in the same situation that I got the brackets and headset and can't do anything with them, I order on the 9th and chat support just kept saying they will ship in the month stated on the original email after your purchase.. which said April.... and still nothing. I want to return it but I haven't heard great things about how its handled. 

 

At this point I am telling everyone I can to stay very far away from HTC and the nightmare it is to simply ship something your website listed as in stock (the pro starter kit when I ordered it).

 

I don’t have any advice that can help you, but please let us know if you figure something out. There are lots of people in the same situation as us right now.

Nemesis360
Contributor

Re: Just need information on sending back my Vive Pro. (Trouble with Chat Support)

I was told I could return the unit and the brackets, but I would need to front the shipping bill. This was not an issue with me, because I did purchase it and it isn't a warranty related defect. I would have liked better communication and it shouldn't be this complicated to get something sent back as a return. I believe I am still in the window from the time of shipment.

 

I feel for everyone else in the same boat as me.

 

I would really just like the info needed to actually ship the pieces so I can say done and done, and wipe my hands clean of this situation. This should have happened the first time I contacted chat support and asked to return my unit.