[recived a broken headset as a replacement without consutation need to speak with lead member of escalation team]

RESOLVED!

[RESOLVED Thanks to Jack S. PANA VIVE support]

On 10/11/2021 at 2:24 PM, h.c said:

i dont know where to post this and quite frankly i dont care im pissed i sent my headset in for rma warranty work and i get a broken DIRTY POS back with MORE out pixels and one screen darker than the other on top of that the strap was broken and the support tried to play it off as happening during shipping which is bullshit now i have an even worse headset with the wrong serial number on it this is unacceptable i have multiple communication one stating MY headset was repaited and being returned when it was NOT mine now the support higher team is trying to pass it off as "we reserve the right to send a replacement" well then send a brand new one not a used damaged one thats in worse shape and more unplayable than the original, in my opinion this seems shady.

 

[RESOLVED Thanks to Jack S. PANA VIVE support]

Jack S. reached out to me about the issue with options to correct it, ultimately it was agreed upon receiving a new HMD and returning the replacement.

Jack S. should get a raise or promotion, the only support tech who actually cares.

 Thanks again Jack S.

 

[recived a broken headset as a replacement without consutation need to speak with lead member of escalation team]

On 12/31/2020 at 2:44 PM, HackPerception said:

@Kim C - You can't drive Displayport headsets via HDMI. No combination of HDMI adapter or cable will allow an HDMI port to drive a DP headset (Index, Rift S, Pimax, ETC) - the port is fundamentally incompatible.

Your laptop may have a MiniDisplayport or a USB-C port that may be Displayport compatible. This is usually hyper model specific as some laptops may have USB-C or MiniDisplayports but they may or may not actually connect to your dedicated GPU. It gets very confusing very quickly. If you post your specific model number here I can give you a high level estimate but verifying your situation usually requires contacting your laptop manufacturer for confirmation,  testing, estimating with your PhysX settings page, or simply testing IRL. This is an affordable Minidisplay port cable that's confirmed to work with Vive Cosmos/Pro.

unrelated to what i quoted you on i need your help as your are an admin and im having a bad  time with support and the support higher team. please let me know if you can help it would be GREATLY appreciated

[Have you been screwed over by support ? Especially with the Cosmos? Read on..]

1 hour ago, h.c said:

i dont know where to post this and quite frankly i dont care im pissed i sent my headset in for rma warranty work and i get a broken DIRTY POS back with MORE out pixels and one screen darker than the other on top of that the strap was broken and the support tried to play it off as happening during shipping which is bullshit now i have an even worse headset with the wrong serial number on it this is unacceptable i have multiple communication one stating MY headset was repaited and being returned when it was NOT mine now the support higher team is trying to pass it off as "we reserve the right to send a replacement" well then send a brand new one not a used damaged one thats in worse shape and more unplayable than the original, in my opinion this seems shady.

 

 

1 hour ago, h.c said:

these are photos of the headset they claim is a replacment mine was in immaculate shape it had only 20 hours of play time on it and when not in use was in its original box this headset looks like it lived outside in the garage....

 

On 7/7/2021 at 7:12 PM, Antonio. said:

While I'd rather not mark the entire story - here's the gist of it.

 

Support refuses to repair my faulty cosmos - my 3rd one - 2nd repair model. They claim my warranty is over, but yet they will not provide proof nor tell me where I can find my registration info that suddenly disappeared.

Did I mention that I've been in contact with I believe 6 different support reps that can't do their jobs? Asking the same questions I had just answered and replied to, yet I get a new person trying to help me disregarding previous emails, attachments and questions that were given and answered.

They claim my warranty ended during this support process, so I suppose it makes sense that they were purposely trying to drag out my warranty end date to avoid replacing yet another faulty Cosmos Headset.

 

Looking into legal action for a possible class action lawsuit. I have a phone call with a lawyer on Monday and she is asking that I try to find more people who have been screwed over by HTC support. I'm looking to take this as far as I can and am going at HTC as hard as can for their nonsense.

 

Please send me a PM here if you are interested in trying to see if we can hold HTC accountable for their junk product, poor business practices and terrible support team.

 

Mayra M.

Lucas M.

Rafael M.

Jerson C.

David G.

Diego A.

 

Do I really need 6 different support reps asking the same questions? Ignoring attachments? Ignoring the support ticket? Ignoring almost every thing I say? Seems like no one wants to do their jobs and I'm calling all of them out on it. I HAVE HAD IT.

 

[Have you been screwed over by support ? Especially with the Cosmos? Read on..]

i have a similar problem i recived a broken dirty headset as a replacement and it has way more out pixels and one screen darker than the other and the headstrap was broken upon arrival they tried to claim it was bc of shipping i told them thats bullshit bc the box was undamaged im thinking of seeking legal action since they send me a device that is not a working comparable product and i was under the understanding MY headset would be repaired and returned as one rep said it was.

[Headset further damaged by repair!]

48 minutes ago, h.c said:

i dont know where to post this and quite frankly i dont care im pissed i sent my headset in for rma warranty work and i get a broken DIRTY POS back with MORE out pixels and one screen darker than the other on top of that the strap was broken and the support tried to play it off as happening during shipping which is bullshit now i have an even worse headset with the wrong serial number on it this is unacceptable i have multiple communication one stating MY headset was repaited and being returned when it was NOT mine now the support higher team is trying to pass it off as "we reserve the right to send a replacement" well then send a brand new one not a used damaged one thats in worse shape and more unplayable than the original, in my opinion this seems shady.

 

 

On 9/5/2018 at 3:15 PM, jagibson said:

Hi 

 

I've looked up your tickets.  I will notify our repair center leadership regarding the new symptoms.  Shipping labels issuance is a 48 hour turn around time by default, I realize it's not perfect and we are looking at ways to improve these items.

 

In the meantime, I Xed out your ticket and name for privacy purposes.  I will email you separately to follow this repair on your behalf.

 

Thank you,

 

JohnG

im having similar issues

[recived a broken headset as a replacement without consutation need to speak with lead member of escalation team]

these are photos of the headset they claim is a replacment mine was in immaculate shape it had only 20 hours of play time on it and when not in use was in its original box this headset looks like it lived outside in the garage....

[recived a broken headset as a replacement without consutation need to speak with lead member of escalation team]

i dont know where to post this and quite frankly i dont care im pissed i sent my headset in for rma warranty work and i get a broken DIRTY POS back with MORE out pixels and one screen darker than the other on top of that the strap was broken and the support tried to play it off as happening during shipping which is bullshit now i have an even worse headset with the wrong serial number on it this is unacceptable i have multiple communication one stating MY headset was repaited and being returned when it was NOT mine now the support higher team is trying to pass it off as "we reserve the right to send a replacement" well then send a brand new one not a used damaged one thats in worse shape and more unplayable than the original, in my opinion this seems shady.