11-09-2017 09:47 AM
WOW! I am glad i am not the only one with major support issues. After beng told i cant drop off my controllers at the repair center personally. I sent in 2 vive motion controllers in for repair due to track pad issues. Unfortunatlly the service agent created one ticket for both of the controllers. They sent one back within 24 hours with not documentation. The second seems to be lost at the repiar center. They tell me this happened because i sent in two controllers on one ticket like its my fault. . They created the ticket not me! So they created a second ticket. It has been 3 weeks since my controllers were delivered and they still cant locate it at the repair center. I was told a couple weeks ago it was sent to esclation department. After hounding the chat and email line for weeks i got a represntative to call me. Only to say he has no update and wold be working with the repair center and his manager to get this handled. I chated with support yesterday and still no update but they tell me my repair has been moved to high priority, Cant wait to see what esclation/ priority level i will be at next week lol, This has been the worst customer service expriance i have ever had by far. Good thing for Vive i guess because my system is sill under warrenty and i would be way to affraid to send any piece of the system in for repair in fear they would lose it at the repair center. My sons birthday is next week and he had a VR party planned....So as a last effort i decide to post this in hope the forum support team can resolve the issue.
Why not remove the link to your RMA track from your automated emails and chat support until the tracker is repaired????? I was told by one rep after checking it daily and talking to multiple reps about it " oh sorry no one ever told you the tracker dosent work".
RMA TN 217438840000455
11-10-2017 07:52 PM
Thank you very much for looking into this so quickly John C,. I am going to have a happy kid next weekend. To my suprise this was resolved in less than a day after my post. I wish i would have checked in with the community service members sooner. If you are experincing an issue I highly recommend posting your issue or sending a private message to synthesis. These guy are responsive and have the ability to make decisios the service department member cant. Completetly changes my pespective on there service department as a whole. Just wish the Chat support could be as helpfual as the community service members.
01-15-2018 09:12 AM
@Synthesis Hello I saw that you were able to help a customer on here can you please help with my case. I sent my phone to the repair center almost 2 months ago and everytime i call or instant message im getting the same information which is none! They are telling me that the repair center has not sent the tracking number yet or replied! please help this is unacceptable!
01-16-2018 10:52 AM
I'm sorry to hear that! I would be more than happy to help you, but unfortunately this is the Vive technical support forum and we can only assist with Vive-related questions and issues.
You'll need to go to www.htc.com/us/support/ for smartphone-related issues.
07-10-2018 03:05 PM
Well, at least I'm not the only one who has had this happen cause I STILL HAVENT received or gotten any information about my controller I have contacted maybe 4 or 5 times asking the same thing " where is my controller"; I sent in my controller on may 14th and it's now JULY 10. Every person said the same thing we have received your controller and that it is in the repair facility and working on it now and we will get back to you with information on your controller within the upcoming week. So I'm now going to the forums and show that this customer service IS NOT the best it's about the worst. Just would have been faster to send a new controller and refurbish the old one to sell. Like WHAT THE HELL.
07-10-2018 03:15 PM
I've sent you a PM with further instructions.