The Vive Pro Shipping Crisis

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The Vive Pro Shipping Crisis

    This topic is for those who feel the pain of Vive cheating them. Heres the story, I ordered my Vive pro on April 9th along with the starter kit, my kids were excited and I was hoping I would get it before April 27th (in time for my son's 15th birthday). 3 weeks later on the 23rd, I got an email with a tracking number, saying my item was shipped. When I scrolled down, I was confused as to why it only says 1 item has been shipped (Base Station  Brackets).  

 

 Capture.PNG|Here is a photo of what I saw|

 

  I said to myself, "Hey it's no problem, don't worry they probably just made a mistake and forgot to including the rest of the items". So I gave them the benefit of the doubt, and convinced myself I'll have my Vive Pro and the starter kit on time for my son's birthday. I took the day off work because FedEx claimed I had to sign it. I waited... and waited, at around 11:00 am, someone knocked the door and I was handed a half broken cardboard box, with ONLY the "Base Station Brackets" inside. I immediately went to my computer and searched for a phone number. To my surprise, I found out Vive didn't have one. So I did the next best thing, "Live Chat".Capture.PNG

 

 

 

 

 

 

 

 

 

 

 

 

 

 

She called me Andrew, that's not me, and later on, I figured out it's not called "wall mount"...

 

So, I waited a few hours and contacted them back... 

here's how it went.

 

Capture.PNG

 

 After that, I was furious, I couldn't cancel my order... if I wanted to. I could only reject it, and have to pay for shipping fees back to sender!

 

The next few days I waited and finally got the email...


Capture.PNG

 

Only one problem, they still haven't sent me the controllers or Base station so it's practically useless.

 

I know I sound very upset, but who wouldn't be. I've been looking at many topics and I've found many people who are experiencing the same thing, Take this as a warning for all those who are planning to buy from Vive... they won't ship on time, I was promised everything will be shipped on April, that was what I was told, clearly they couldn't fulfill that... I'm really disappointed.

 

 

    ~ Idris

 

Biohazard40
Explorer

Re: The Vive Pro Shipping Crisis

This might help you. I cancelled my order about 2 days before they shipped my brackets, and then I got this email:

 

"

...

 

Product Name    Qty Ordered    Reason for Cancellation
HTC Vive Ba     1              Not Satisfied          
 
 
If you do not desire the product(s) listed above, please refuse shipment. We have initiated a return on your behalf. If it is not possible to refuse shipment, follow the return instructions listed below. You must follow the instructions below within 30 days. We are unable to issue a refund before these instructions are followed. 
 
Each product must be received at its correct corresponding address in order for us to process your refund. In the event that you are returning multiple products, you may be required to send items to different addresses. Products being returned to the same address may be shipped together.  Please read carefully to ensure that each product is returned to the correct location. Once the product is received, your refund should appear within 5-7 working days."
 
 

Re: The Vive Pro Shipping Crisis

Wow, that's horrible...
Biohazard40
Explorer

Re: The Vive Pro Shipping Crisis

Maybe you can return the packages to the address it was shipped from. 

Rivik
Visitor

Re: The Vive Pro Shipping Crisis

I have a similar experience. I made my puchase on March 29th for the Vive Pro and the regular Vive bundle since it was only 50 dollars more than the accessories bundle at the time and I figured it would be nice to have a backup.

I received the regular vive Mid-April so I at least have been enjoying some VR but what is infuriating is I used Paypal so I have already been charged the full amount for the Vive pro.

I sent support an email asking when my Pro headset will be shipping since the order has been stuck "In Process" for three weeks now and the original order confirmation said it would ship in April. The response consisted of saying the headset would come "Real soon" and an ad for a VR game. This is some the worst customer service I have experienced. I wrongly concluded that preordering from HTC would somehow guarantee a quick delivery. 

I won't make the same mistake again.

Re: The Vive Pro Shipping Crisis

I feel your pain...
Vive Staff

Re: The Vive Pro Shipping Crisis

Hi All,

Just reposting the message from the other thread about the Vive Pro shipping situation.

"Thank you for your comments and reaching out. We definitely want to assist but here are some initial responses.

 

For those that ordered your starter kits:  We have had significant demand in our accessories that far surpassed our estimates for this scenario.  We have new inventory coming in but I cannot provide an ETA at this time as there are customs and transit variables at play for restocking our warehouses.  Orders of accessories are delayed and we are working as quickly as possible to have these fulfilled for you.

 

If you want to cancel or return an order: Please contact our care teams via the contact details provided in your order confirmation email as appropriate for your region. They will be able to provide you with next steps depending on your individual situation. 

 

If you received a partial order: You will receive the remainder of your order as soon as the inventory is replenished.

 

If you have general problems with your order specific to payments or otherwise:  Please contact our support teams relevant to your region so that they can assist.

 

I will follow up with additional updates as I receive them on this thread."

I've sent you PMs as well.


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

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

Re: The Vive Pro Shipping Crisis

I got this email a couple days ago hour ago. Apparently the accessories are back ordered until "early May". Not too far off!

 

Your Vive Pro Order

 

Your VIVE Pro Headset is on its way!  You also purchased the Starter Kit bundle, unfortunately some of those items are on back order but we will be shipping them as soon as they arrive to our warehouses in early May.  Please feel free to contact us if you have any additional questions.

The VIVE Team

Dre64
Settler

Re: The Vive Pro Shipping Crisis

Just want to give everyone a heads up...The Vive Pro starter kit is shipping (at least here in Canada). Received mine 15min ago (Monday May 7th). Original order placed on April 16th.

Re: The Vive Pro Shipping Crisis

That's great! you finally got your starter kit, Mine still hasn't been shipped. Original order: April 9th

Dre64
Settler

Re: The Vive Pro Shipping Crisis

I did contact Vive support and HTC online store support and enquired about the missing starter kit. Not sure if that had anything to do with it. In the mean time...this is what I received.

 

IMG_20180507_094140.jpg

Re: The Vive Pro Shipping Crisis

That's great I see you got 2 controllers and 2 base stations as well as the brackets, Is there anything missing or is that everything in the starter kit?

Dre64
Settler

Re: The Vive Pro Shipping Crisis

The two controllers and light houses were the only items shipped with the starter kit (the brackets shipped seperately).  Nothing else missing. 

Guszy
Visitor

Re: The Vive Pro Shipping Crisis

Consider yourself lucky you actually received your starter kit. I got my brackets only, then finally got the headset only. Today, I recieved the first of what I'm assuming will be a 285 part shipment of my starter kit. I got just one controller. This is unbelievably ridiculous. I ordered a car, and received the interior, body, and two wheels. I'm just missing the ENGINE AND TWO WHEELS. My Vive Pro is useless until I get the sensors. Unbelievable.

Dre64
Settler

Re: The Vive Pro Shipping Crisis

Seems like HTC didn't plan this properly. Don't offer a "starter kit" if you don't have enough controllers and light houses to go around.