Update, after contacting VIVE customer service through their proprietary portal within this website, I received a RMA for my bad device. I still feel, however, that it wasn't very clear as to how to get said support.
I'm feeling your pain. I have emailed several times, tried the so called "live help" to no avail. I have a dead wall emitter and I am regretting purchasing this device so freaking much. This is going to kill this company if it hasn't already. I cannot recommend a product that 1) failed within months of install, 2) has non-existent customer service/ support. Pretty much totally ripped off.