3in1 cable broken, received no repair instructions

3in1 cable broken, received no repair instructions

Hello Support,

my problem is, my 3in1 cable connected to the Vive Pro HMD is broken after 6 month of medium usage, but also the web based support chat sayed they'll send return instructions to me and actually nothing happend. I've two questions:

1. Do i need to return my complete HMD, even if i'm sure only the cable is broken? I've seen this problem solved  much more client friendly by sending a new 3in1 cable to the customer.

2. Can you help me to send  my device for repair? I'm falling under EU customer protection law, so i'm sure you want to check my device for temperation etc. but how do i send in the device? The web chat sayed they're sending an email, but i've not received return instructions.

Any help is appreciated. A European customer.

Vive Staff

Re: 3in1 cable broken, received no repair instructions

@FlyingBerliner,

I've flagged the EU care team about your case. Sorry for this, but I also have to add the obligatory "please check your spam folder" comment. 

To reach Viveport's customer service team, email customerservice@viveport.com

To connect with a live support agent for hardware support, go to www.vive.com/support, click on "contact us" in the top righthand corner, and then opt to speak with a Live Chat agent

David R

Technical Specialist - San Francisco, CA; Monday-Friday

Click here to send me a PM

Re: 3in1 cable broken, received no repair instructions

Thank you for the swift response. of course spam and all other folders have been checked. Thanks for your help!