HTC Vive headset over a month in repair

csd398
Contributor

HTC Vive headset over a month in repair

It has been just over a month since the headset was sent in for repairs. According to tech support and the RMA team, the device was repaired about two weeks ago. The status in the HTC Repair Tracking page was updated to "Device Packing" around a week and a half ago.

 

I have been in contact numerous times with tech support and note that they have not once provided what was actually wrong with the headset, but I've decided to let it slide for now. Since the device has been in the "Device Packing" status I've been in contact with them from two to three times a week and they always provide the same information from the RMA team "They will investigate the case internally and we will do our best to provide that information in the next couple of days via email.". Not once have they contacted me via email and from the looks of all the other posts in this forum, this is how HTC handles repairs, by leaving customers without a device for very long periods of time. This is unacceptable from a company that priced this device at $800 when it came out.

Vive Staff

Re: HTC Vive headset over a month in repair

@csd398 

I sent you a PM with further instructions.

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
csd398
Contributor

Re: HTC Vive headset over a month in repair

Thank you for the information provided, but I have already contacted them through email and live chat, it has got me nowhere with the status of the device. 

Vive Staff

Re: HTC Vive headset over a month in repair

@csd398 

Did you contact that email specifically? That's an escalation team, not the front line team.

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
JoeyJoJoJr
Visitor

Re: HTC Vive headset over a month in repair

Care to share that E-Mail with the rest of us that are stuck at "Status:Device Packing"??

 

My sensor failed less then a week after purchase. 6 days of light use after $600

jacky
Visitor

Re: HTC Vive headset over a month in repair

what is the part number of vive headset? 39H00036-70M or 39H00034-01M