I recently sent in my Vive headset for repairs. I received a response stating that it would not be covered under warranty due to "liquid damage". I know that my headset has never once come into contact with any liquid. It's simply impossible due to the way I store it. The only possibility is that it was due to perspiration. I did a bit of research and found that this is actually a fairly common issue. I have only had the headset for six months and I take very good care of it. I wipe it down periodically during use, as well as my face of course, and wear a headband with it to reduce the amount of sweat that actually touches the headset. I thoroughly wipe it down after each use and it is stored on a rack that hangs on the wall so no "accidental" spillage could possibly occur. I cannot imagine how I could possibly take care of this device any better than I already have. The fact that this is clearly a major flaw in the product and that the warranty specifically excludes perspiration damage in its coverage is ridiculous. Six months of use from a $500 product is not, by any means, an acceptable lifespan. Asking for $270 to repair said device is obscene. Why in the world should I pay more than half the original cost to repair something that is inherently faulty and will simply break again? I thoroughly enjoy the Vive and the experience it brings but it is not worth it at this cost.
When I received the initial response all I got a single picture that's so blurry it's impossible to even see what they're trying to show you. There was no explanation other than "it's liquid damage, which the warranty doesn't cover" and a bill. I asked for an explanation on how they could tell it was liquid damage (I could see no corrosion, but it's kind of hard to see ANYTHING in these pictures), how it could possibly have become damaged from perspiration (this was before I did my research, but I knew it was the only possibility) and for better pictures. The pictures I received were just as bad as the original and there was absolutely no explanation given. Now I'm getting emails and calls stating "You need to pay by next Friday or your Vive will be returned, unrepaired." Seriously? I asked for some sort of explanation and all I get is the bill continuously thrown in my face. Completely unacceptable and I demand this be addressed.
ticket # 219368840000543