Zephroth

Headset comes back today. How long has it been? almost exactly a month... So ive had a headset out of commission for a month and a half. And that was even with the ticket being escalated. So they supposedly were going to send accessories to appease me. Turns out they are on backorder. So even the part that was supposed to be a bonus "Hey we messed up. So here lets make it right" is just a gigantic pain. I mean realy. if you dont have it don't promise it. especialy if its an appeasement to a customer who is already upset. Your giving them yet another thing to have to deal with on top of their already disatisfied experience. Now I feel obligated to keep on top of it lest HTC forget about it and just drop it entirely. I'll update tonight once I have my HMD in hand and see if its working. I have to say tho. HTC's front end, the chat support, is suppurb. How can you have such dedicated employees and the whole back end just be such a nightmare and quite frankly a disgrace to those employees.

As an update on this. I still have not received a shipping label to send in my headset. Here we are 5 days after the initial kickoff of the issue and still no shipping label... Edit: I now have the label tho escalations thought it was a phone... I corrected them that it was a VR HMD hopefully this doesnt get messed up... my confidence level isnt high...

So they are going to send a bunch of accessories... Which doesnt do a lick of good until I have a working HMD in hand and state they are going to do a "Quality Repair" This is the response as to what a quality repair entails: "The quality repair includes all the accessories that came with the headset being totally replaced, for you to receive your headset as new" I dont know if that means they are replacing the headset or going to repair the Original headset and replace the plastic housing etc on it. They wernt super clear on that. But thats where I stand at the moment. I will update once I have resolution to the issue or if something else happens.

Yeah Cool So. Upon further inspection this is what you can expect from vive repair teams https://photos.app.goo.gl/QYfTJc2woFssRFv19 Stripped screws, Cross threaded screws, Scratched lenses, Damaged housings I mean realy. Did you expect me not to inspect the thing? Do you not have a post repair inspection? Ive already taken it up with support. I just want this nice and public and in view.

OH did I mention this is my second Unit!? The original I ordered from Amazon was dead on arrival! Edit: The saga continues 48 hours for an escalation team to get with me and get me a shipping label. Why does it take so much time to get things done at this company?

Take note this is what I intend to send to the HTC Board of Directors. Ladies and Gentleman of the board, It is my deepest regret to have to contact you but I’ve got no other option as support gives no methods to escalate cases and there needs to be some method of accountability for your company. I purchased your HTC Vive VR headset back in April of this year. I have to say that I am impressed by the quality of the system when it works. Unfortunately this is not the case durability wise. Less than four months old and its already been in for repair. Ticket: 218xxxxxxxxxxxx I get my headset back from repair, excitedly hook it up, and suddenly am presented with another hardware issue that did not exist before it was sent in for repair. I had to pay $40 to send this device in for repair and I get it back and it doesn’t work? What if it wasn’t under warranty? I would have had to pay for repairs and the shipping there and back to get a broken device. I’m extremely disappointed in how all this has worked out. This system has been in repair longer than I’ve had it operational. I fear that I have paid $700 on a unit that wont see 2 months of use before the warranty runs out. I have to send the unit in yet again for repair, Ticket : 218xxxxxxxxx. I’ve got no other choice, I’m at your mercy. I cant do anything but keep sending it in till the warranty expires and I’m stuck with a paperweight. I’ll leave you with this thought. Think of your brand image. When I talk about the HTC Vive, and I’m sure to include the HTC in there. I don’t talk about how amazing the device is. When it works its spectacular, far beyond my expectations or imagination could have lead me to believe. All I talk about now is how many times I’ve had to send it in. How it doesn’t work, how its not a really good piece of equipment. How they shouldn’t buy VR at this time as the equipment is still in its infancy. Thank you for your kind attention, Brandon xxxxxxxxxx Mod Edit: removed ticket reference and last name for privacy/security. ~johng More specificly the problem I am now having is the PID adjustment screw that was working before is now broken from the repair facility and now im worried the more I have to send it in the more damage the HMD will incure.