HolyMerchant82 Posted June 29, 2018 Share Posted June 29, 2018 So this is a PSA of sorts to warn potential and existing customers of HTC Vive of major failings with customer support, and with hardware that should be told to customers before purchasing. I have been forced to take legal action against HTC as they have been incapable of repairing my unit or providing a refund for broken hardware, and have virtually no regard for customers of a product that cost over £700. I bought the Vive in June 2016. Approximately 3 months later with minimal use it stopped detecting the headset. I contact support, nearly a month goes by with no reponse, to which I had to prompt them with another email to get back to me. When they did, all they emailed was troubleshooting steps so that the customer uses their personal time to analyse their own product instead of HTC. This is followed by long wait times, if they even respond. I got to the point I had to contact them via telephone because of months without a reply, only to find out that HTC have paid customer support. Apparently 3 or so months after my first contact they changed their email address for support, but didn't inform customers, so I was emailing a reduntant email address that was still active with no one monitoring it. One and a half years later a repair is finally arranged after countless hours of my personal time being wasted, as well as my money phoning support. It arrives back, it worked once, then it stopped working altogether. HTC then want more system reports and say that they might not be able to fix the product without the reports - how is it possible that HTC need customer assistance to fix their own product? After nearly 2 years and my threat of legal action for HTC management to offer to take the entire Vive back and return a functional once, not stating if it would be repaired or refurbished or anything. Except I had lost all interest for VR solely because of the company that made and sold it to me, after the failed repair and more time wasting. I rejected the offer as I already asked for this more than once over a year ago, and was told they need to ascertain what part is faulty for their technicians. I was told I'd get a call back last week, which I didn't, and 7 days went by before calling them again and they had forgotten to call me which is consistent throughout the entire time dealing with HTC. They say they're going to do a lot of things, but never do them. This is how serious and professional HTC are as a business, and how much they value customers and customer satisfaction. I am very eager to hear your story regarding HTC and how you found their service, Vive or other. I will also be posting updates as this progresses for anyone interested. Chris Link to comment Share on other sites More sharing options...
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