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HTC don't want to fulfill the warranty! Help!


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First of all sorry for my english, I'm from Spain and I have a bad english.


I bought my Vive the first sales day (april 2016 I think). I purchase it in https://www.vive.com/eu/

Yesterday I contacted HTC support (by chat) because I had problem with my VIVES . I was send my Vive 6 month ago for the same problem (headset video disconnects moving the cables) and they repaired the vives.  (warranty)


This time they told me that they cannot repair for free my vives because I don't have warranty. They told me htc vive only have 1 year of warranty.


 I tell they that's impossible, I have 2 years of guarantee by EU directives (i bought the headset in https://www.vive.com/eu/) and they told me not, only 1.


This is what the EU law says about guarantee: (copy paste)

Free of charge, 2-year guarantee (legal guarantee) for all goods

Under EU rules you always have the right to a minimum 2-year guarantee at no cost, regardless of whether you bought your goods online, in a shop or by mail order.


This 2-year guarantee is your minimum right. National rules in your country may give you extra protection: however, any deviation from EU rules must always be in the consumer's best interest.

If goods you bought anywhere in the EU turn out to be faulty or do not look or work as advertised, the seller must repair or replace them free of charge or give you a price reduction or a full refund.

As a general rule, you will only be able to ask for a partial or full refund when it is not possible to repair or replace the goods. The 2-year guarantee period starts as soon as you receive your goods.


In some EU countries you must inform the seller within 2 months of discovering a fault, otherwise you may lose your right to the guarantee. Within 6 months of receiving the goods, you need to show the trader that the goods are faulty or not as advertised.

After 6 months, in most EU countries, you need to prove that the defect already existed on receipt of the goods - for example, by showing that it is due to the poor quality of the materials used. The trader always has to provide a solution. In some EU countries you also have the right to request a remedy from the producer.


LINK: http://europa.eu/youreurope/citizens/consumers/shopping/guarantees-returns/index_en.htm


Today I talked with customer support via phone and they repeat the same, they cannot do nothing, the warranty is 1 year. I tried to explain that this is not correct but they ignored me...


So what can I do? they obligate me to report to the authorities... I need help.



I read HTC warranty for spain and clearly I have 2 years of warranty.

http://dl4.htc.com/Web_materials/Manual/Warranty/Vive/VIVE%28CE%29_Warranties_EU.pdf?_ga=2.142031674.961230693.1493982218-770229952.1493892832  (pag.5)


So...htc ...what do you waiting for???

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I saw your post on reddit as well.  Can you PM me your ticket numbers for support? As well as your name and contact email. I will investigate this however I will not have an update for you until possibly Monday as I am based in the west coat US so time zone communication can cause some delay, my apologies in advance.


Thank you,


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You will be getting contacted by our EU support escalation team. I will follow up with you once I hear more. If any questions come up please respond here and I will follow up on your behalf.





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