Ven Posted April 24, 2017 Share Posted April 24, 2017 I recieved my Vive on the 20th and while adjusting the straps, the buckle snapped off , scared the ever living **bleep** out of me, apparently the thingy that the buckle locks into snapped in a whole lot of pieces, the lense distance knob still works however. I've tried contacting the customer support via emails but I've yet to recieve a reply so I'm trying my luck here.. Link to comment Share on other sites More sharing options...
bulloko Posted April 24, 2017 Share Posted April 24, 2017 - Have you tried the live chat? - https://www.vive.com/us/support/contactus/ That always works for me! Link to comment Share on other sites More sharing options...
Ven Posted April 25, 2017 Author Share Posted April 25, 2017 Im in the EU, and it kept saying Our chat support team is unavailable now. Please feel free to contact us via email. I gave up after trying a couple of times, thanks for the sugguestion though! Still looking for help :( Link to comment Share on other sites More sharing options...
jagibson Posted April 25, 2017 Share Posted April 25, 2017 sorry for your troubles contacting support. Can you post a picture of are in question for the headstrap? Thanks! John Link to comment Share on other sites More sharing options...
Ven Posted April 25, 2017 Author Share Posted April 25, 2017 Here you go, this is whats up .. Link to comment Share on other sites More sharing options...
jagibson Posted April 25, 2017 Share Posted April 25, 2017 So sorry! We would have to process a repair for the unit. Can you privately message me the following info? Full Name: Headset Serial Number: Address: Phone Number: Date of Purchase and Source of Purchase (i.e. amazon, vive.com etc) Thanks! John Link to comment Share on other sites More sharing options...
jagibson Posted April 26, 2017 Share Posted April 26, 2017 . Thank you for sending the info. I have escalated this to our EU team so that they can contact you to initiate the RMA process. Due to timezone differences (I'm in west coast US) it may be 24 hours before they can action. Let me know when you hear from them (either email or phone) and I will do the same for my follow ups. Thanks! John Link to comment Share on other sites More sharing options...
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