Zephroth

welcome to the club. The laser diods seem to die out after 1 year. HTC expects us to pay 300/year to keep their product running.

so if you want to know what blew up it was the laser diode on the lighthouse. Realy? Cmon guys... Ill get another diode and replace it but i guarantee. this will be the last HTC product I ever buy.

Dredging this back from the dead. htc is a planned obsolescence company. be prepared for your lighouses to die 2 months out of warranty. this was by far the absolute worst investment ive ever made.

Yeah Its unfortunate that its been like this. I finaly have my headset back as of friday. They finaly replaced the entire HMD. The ordeal is over. if it breaks again, ill just take it out back and blow it away with a shotgun. I wont be going through this again. The solution was to not work with chat support but complain and drag support enough through social media to get them to respond. once they did start responding my issues got resolved. but not until then. No compensation for my issues or time, just the product. Which I don't mind because I got what I wanted. Its just seeing how HTC has caused me so many problems for so long a time. You would think they would want to make it more than just OK. Mind you at least 8 hours of my time was spent with support during this ordeal. At my pay rate thats the equivelant of $200 of my time. I dunno about you but HTC shoudl value their customers more than that. 6 total shipments, 1 initial RMA request, Total Cost in all parties involved and expenses for shipping is prolly reaching close to $800-$900. Just interesting aspects you wouldnt expect. My issue is now closed until it breaks again which I fully expect it to.

Fun fact: My headset has been out of service for 2 months and 16 days now... This whole thing started July 30th. Edit: For those wondering as well. Thats 2.5 months of the 6 ive owned the thing for.

Just as an Update. It finaly arived at HTC headquarters. They are currently looking at the headset. No other info as of yet. But as I get it I will update here.

OK So seems like were gettign out fo the cylce of send in, break, rinse, repeat. Rhiannon R HTC Vive Social Response Team has finaly contacted me through twitter and has my case. They have intercepted the package from the RMA facility and will be reviewing the case. I still don't know where this puts me but its better than where I was headed it seems. It shouldnt ahve taken what I did. Total time spent with Support so far for this RMA process is nearing 8 hours on chat and email.

Its as stated. I've got a label for another RMA. I mean, whate else is there to say. I have started up a case with Rhiannon on twitter as well. Might get with her she has all the info so far including pictures and chat transcripts. I will shoot you the current case number and such.

So their resolution, if you call it that, is to continue to send the headset in over and over again till it comes back repaired.... For real? you guys have put me through so much garbage. I just cant handle it anymore... I'm goign to start touting from the rafters whats going on. All social media platforms I can get my grubby hands on. You guys arn't doing what's necessary to fix this.

So looks like they fixed the PID but didnt touch the lenses or the cracked case, and potentialy cross threaded screw holes that they damaged when they repaired it the first time. No accountability... The exodus continues. 3-4 business days to get an escalation response on this. FFS. Realy?

So. I'm beyond furious and angry right now. Came back. They put little stickers over the screws to make sure i couldnt see if they had been chowdered or not this time. then on top of it the case is STILL damaged and the lenses are scratched. I'm chatting with them now. I'll get pictures uploaded shortly.

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.