Horrible Support, so I am returning it over $15 part

[Lothos]

I'm sharing my experience here because it seems to be the only place where Vive actually pays attention!

I bought a Vive Focus Vision on November 6, 2024, and received it a few days later. I noticed that the USB-C power adapter sparks each time I use it. I tested it with several outlets and believe the faulty AC adapter might have damaged the main component of the Vive Wired Streaming Kit.

I opened a ticket with Vive (50604759) to report the issue, but the process dragged on. I'd receive one reply per day, often with single questions that made me feel like I was talking to an AI rather than a real person.

If you work for Vive, please check the ticket.

After several days of back-and-forth with no resolution over a $15 part (available on Amazon), I reached out to their chat support and got no answers. If I requested a supervisor, I'd have to wait for an email, possibly within 24 hours, and wait another day for a response on the sparking adapter because I had already used my daily response quota from Vive.

I want to be clear: I really like my Vive Focus Vision and even made a YouTube video praising it.

However, I feel like their support is designed to drag issues out past the 14-day return window. I had no intention of returning the device until now.

That chat log was mind-blowing.

I couldn't get any answers. I couldn't get any help.

What they did was make me wait another 24 hours for another silly question, edging closer to the 14-day window (which didn't matter to me since I had no intentions of returning it).

I finally got fed up and initiated a return, even though it was not my intention to do so.

All this over a $15 part.

What's wrong with your customer support, Vive?

[C.T.]

I apologize for the experience. I'll review the chat log and escalate this issue to the appropriate team.

Thank you for bringing this to our attention.

[C.T.]

@Lothos

hey, I think the replacement is on the way. Hope it’s working out for you.