Blazen Posted September 5, 2018 Share Posted September 5, 2018 Hello everyone! I'm creating this post as a means to hopefully compile some of the forum posts that have been showing up recently about HTC's customer support.. As well as to strike up some discussion between consumers and staff. I said I would do a follow up post on my previous interaction with HTC customer support ( https://community.viveport.com/t5/Technical-Support/My-Experience-with-HTC-Customer-Support/m-p/22418?__woopraid=pv7laUpFLVRo ) so here it is. As of right now, the nightmare that I had to endure with HTC's customer support is over. Yesterday I received my new replacement 3-1 cable. However, the means I had to go about finally getting support is upsetting to me. I spent over 2 weeks on the official vive.com website trying to get support to no avail. It was only after making a forum post about my awful experience that my problem was finally remedied by the wonderful staff here on viveport. However, why did I have to come here to get my problem remedied? This is not HTC's official customer support page, so why was I helped over here better than on the official site? My main concern, however, is that my problem was not remedied because HTC cares about their customers, but rather because they did not want me to continue to tarnish their reputation by telling my story on multiple websites that sell HTC products.. Kind of like a "hush money" type situation.. I don't know, what do you guys think? Anyways, I'm no longer tied up by my own situation anymore, but rather other people's situations who have also purchased the vive and are experiencing early hardware issues. Here are a few examples of them in the last week or so: https://community.viveport.com/t5/Technical-Support/Sweat-damage-voided-warranty-rant-and-questions/m-p/22307#M8261 https://community.viveport.com/t5/Technical-Support/HTC-are-claiming-I-have-broken-my-Vive/m-p/22603#M8423 https://community.viveport.com/t5/Technical-Support/HTC-Vive-out-of-warranty-due-to-sweat-damage/m-p/21769#M8081 https://community.viveport.com/t5/Technical-Support/Headset-further-damaged-by-repair/m-p/22696#M8459 There's a few questions that I have for HTC that I will just post here. These were originally written in an email that has gone unanswered for quite some time. I'm sure if you're a consumer who is reading this that one of your problems are adressed somewhere in here: 1. Does HTC Plan on notifying customers in their warranty that accessories are 1 time replacements? This was my biggest issue with this problem personally as I, and many other customers of HTC, were not aware of this even after reading the warranty. 2. This question is completely different from my issue but a worry for me in the future. How come HTC changed their warranty to no longer protect from sweat? I discovered in previous versions of the warranty it did protect it but now it doesn’t no longer. 3. In regards the previous question, is it legal to void a warranty for being used under normal use conditions? I mean, it’s virtual reality, and no matter how much you take care of it, sweating in vr is, for the most part, unavoidable. According to some things I’ve heard, HTC is not above the law and normal use condition laws are pretty lenient towards customers in cases such as these. 4. Is there any plans to make a new 3-1 cable that’s stronger? My first one died after only 3 months of use and the second one I believe was defective, so I’m curious if you have any plans on making the cables with different, stronger cords. Ex. Rope-like charge cords from 3rd parties for apple devices. 5. I am one of the many people who had a touch-pad defect less than a month after receiving my vive. I’ve repaired it myself because I had heard stories about the RMA department and I figured it would be much easier to self repair – which it was. The defect with the touchpad is that the glue used for the rubber disc seems weak and extremely cheap. Is HTC aware that this is the issue and do they plan on fixing it for new controllers? --- What do you guys think? Should HTC make their primary focus on customer support and hardware improvement rather than trying to create and market new items when there are serious defects in the current ones? Link to comment Share on other sites More sharing options...
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