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Terrible Customer Support!


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Vive has really bad customer service. Be warned!!!!!

 

Here is some of the transcripts of my conversation the tech gave personal advise about getting a coax cable and cut and spliced it together. I am now realizing it wasn't even broken to begin (after I cut it) and when we contacted them again they first told us my below conversation never happened and I couldn't request a transcript to prove that it did (shady af) and then when I did get the transcript through other means they said he never told me to cut and I misunderstood. Now to clarify, I literally said 'you mean like splice a coaxial cable and cut off this end and install?' and he responded with 'Yes, that is correct' how can I clarify more than this??! This a misunderstanding to you?

 

Its one thing if they explained it was a personal advice and they cant do anything about it, but its a complete other thing to blatantly lie about it saying it never happened then when I did get the transcript and showed them they began to argue they never said the word 'cut' so therefore never implied or said to cut.....thats not how communication works! If I asked 'do you want a pizza' and you respond with 'yes i do' by their logic that response doesnt mean you want pizza unless you said 'yes i do want pizza'....

 

---------transcript below---------
...
(01:34:06 PM) Jeisson: Nicole, I've received information from RMA and they mentioned that this accessory is not sent as fulfillment and it can only be sent to repair; the thing is that they could not confirm if the repair will be for free as it may be a possibility that the technicians say this is a physical damage and will be not covered by the warranty; the average price to have this repair is $140.
(01:34:13 PM) Jeisson: Nicole, one personal advise is getting a third-party coax cable as it could be shipper than this repair.
(01:35:17 PM) Nicole Kowal: ah alright, you mean like splice a coaxial cable and cut off this end and install?
(01:35:26 PM) Nicole Kowal: wasnt sure if thats all it was, if so that is easy enough too
(01:35:37 PM) Nicole Kowal: ya 140 is almost half of just buying a new wireless system 1f615.png?_nc_eui2=AeGljaFuj7Jm5byeWgq4C:/
(01:36:09 PM) Jeisson: Yes, that's correct! Yeah I know; I think it will be better getting a regular cable but I do everything you want me to do
(01:36:35 PM) Nicole Kowal: i agree, a regular cable i think is the way to go to get it back up and running and worse case if it doesnt work i'll just buy a new system
(01:36:51 PM) Nicole Kowal: just wanted to reach out and see if anything can be done, and it was helpful as I didnt realize those cables are compatible so thank you
(01:38:51 PM) Nicole Kowal: one question if you are able to, what size connector does it use do you know?
(01:39:08 PM) Nicole Kowal: i'm just looking and it seems they come in difference sizes, unsure if you're able to answer or not
(01:41:18 PM) Jeisson: Sure! It's all my pleasure! Related to your concern, it seems this is a standard one so you can get it at anywhere. If there's a chance you can grab the one that is broken and if you still have doubts you can compare and find the one that you need. It's probably $1 or less actually

 

Here is the transcript of what we were told, unbelieveable! We were told all excuses in the book, they never said the word 'cut' therefore I misunderstood, the conversation never happened and refused to give me the above transcript (thankfully I emailed Jeisson directly to get it) and once I got the transcript their story changed from that never happened to we misunderstood and agent never said 'cut'. The audacity of thinking i'm not intelligent to understand basic conversations and implying I'm a liar and telling me I need to 'clarify' next time...which frankly I'm unsure how much more clarification I could have done when I said 'ah alright, you mean like splice a coaxial cable and cut off this end and install?' and the response was 'Yes, that's correct!'...then we point this out and was told I asked lots of questions, then i look back...i only see 2 questions and was minutes before this and they were unable to tell me what the yes, thats correct' was towards. Since their were no questions like they first claimed they said it was responding to a statement that was related to my asking to cut. Unbelieveable. Just be honest, but dont treat me like I completely was off the **bleep** ball here. Your agent said to get a coax, i asked if he means cut and he said yes. If he didnt how else would I use a coax to fix it? Cant even tell me that! Blasting this nonsense everywhere because this is now how you should treat people

 

transcript (bill is my husband who reached out, shorttened to post, kept going in circles)

 

(07:47:35) Bill: Sure thing. So what I was connecting the wireless transmitter a while ago, I noticed that it looked like the wire that standard coaxial has sticking out of the middle of the female end had broken off in the PCI-E card. My wife contacted vive support this morning about a replacement cable, and even sent pictures of what we thought the issue was. The tech told her she could send it for repairs, but advised her it would be expensive and we would likely be better off splicing it as it's a standard coaxial cable. We took the advise and did so, only to find out that the way it was was the way it's supposed to be, and we cut the cable for nothing at his advice

 

(07:51:02) Daniel A.: I just want to make sure, you literally cut the cable off?

 

(07:52:09) Bill: Yes, we cut the end off of the cable to splice and repair it

 

(08:11:39) Daniel A.: Upon check in the previous interactions, it seems there was a confusion with the process for the cable diagnosis. Checking the last chats, there was no suggestion about cutting the cable from our representatives. In this case, the best we can to is send the PCI card and the antenna for repair. Maybe this process will have a quotation, but this is going to be determined only by the repair center once they get the device. Let me know if you want to proceed with the repair process

 

(08:13:02) Bill: Can you send me the transcript of the original chat with my wife? She has pretty specific memory of the things that were said, I want to verify that she was not told to cut it

 

(08:14:50) Daniel A.: Unfortunately, we can't send the transcriptions of the chats, once they were finished. The customer is the one who needs to ask for it during the interaction

 

(08:18:38) Bill: That's honestly ridiculous if the chat is associated with an email that she initiated it with, if you can't send it to the email. And then to tell me that the part of the conversation had never happened, when you have proof of it right there that you for some reason can't show me, is a bit fishy

 

(*…I was able to get the transcript so we copied it into this chat and requested to speak to a manager.*)

 

(08:36:05) Christian: Good afternoon, this is Cristhian floor manager.

 

(08:40:41) Christian: I had the chance to review all your interactions and you were never told to cut off the cable.

 

(08:41:55) Bill: Really? My wife specifically clarifying that Jeisson meant to cut the cable, and his saying 'Yes, that's correct!' is not enough to constitute him saying to cut it?

 

(08:43:06) Christian: I am really sorry, Bill, but your wife sent a lot of questions, the agent did say yes, but he never told her explicitly to cut off the cable.

(***what questions did you see above?)

 

(08:45:08) Bill: What other question do you see he could be saying yes to?

 

(08:46:33) Christian: We never said, "Yes, cut the cable".

 

(08:47:37) Bill: Really, that's how you do customer service at Vive? Dancing around an obvious statement by saying he never typed those exact words? Can you tell me another explanation of what Yes that's correct could have been in response to?

 

(08:48:26) Christian: Sure, (01:35:26 PM) Nicole Kowal: wasnt sure if thats all it was, if so that is easy enough too, the response was to that statement she also sent.

 

(08:49:17) Bill: (01:35:17 PM) Nicole Kowal: ah alright, you mean like splice a coaxial cable and cut off this end and install? (01:35:26 PM) Nicole Kowal: wasnt sure if thats all it was, if so that is easy enough too

 

(08:49:51) Bill: And here it is in full context. Her saying wasn't sure if thats all it was was clearly saying wasn't sure if cutting/splicing the cable was all it was

 

(08:51:11)  Christian: That is correct, there were several statements during the chat, we never said cut the cable, that is what your wife understood and did not clarify.

 

 

(08:53:00) Bill: She did clarify, in fact the statement I just posted was her clarifying. I would like to speak to your manager please.

 

(08:54:48) Christian: I am sorry, I am the highest person you can reach in customer support.

 

(08:57:14) Bill: Is a conversation where you're essentially calling a customer a liar and accusing them of misunderstanding a very clear message going on reddit less costly to your company than sending a WiFi transmitter? This is ridiculous. If you would think this meant any steps other than cutting and splicing the cable please explain what he is telling us to do with the third party cable he suggested? (01:34:13 PM) Jeisson: Nicole, one personal advise is getting a third-party coax cable as it could be shipper than this repair. (01:35:17 PM) Nicole Kowal: ah alright, you mean like splice a coaxial cable and cut off this end and install? (01:35:26 PM) Nicole Kowal: wasnt sure if thats all it was, if so that is easy enough too (01:35:37 PM) Nicole Kowal: ya 140 is almost half of just buying a new wireless system :/ (01:36:09 PM) Jeisson: Yes, that's correct! Yeah I know; I think it will be better getting a regular cable but I do everything you want me to do

 

(09:02:29) Bill: So if I asked if you wanted pizza, and you said 'Yes, I would' that doesn't count as wanting pizza because you didn't say 'Yes, I want pizza'? That's your logic here?

 

(09:08:02)Christian: I am sorry, I do understand you were expecting a different answer.

 

(09:11:22) Bill: At the very least I expect honesty. To act like something wasn't said when it's extremely clear in the transcript is pretty shady. If it's not in your power to replace it or your policy says you don't in this situation that's one thing, but to call the customer out as misunderstanding when she clarified with him and he confirmed is terrible public relations

 

(09:13:36) Bill: Your guy said to cut the cable, whether that was in his right to say or not, and whether it's in your power to do anything about it or not, is irrelevant here. The fact is that he said it. To defend yourself by pretending he could have meant something else when we have the transcript here is honestly offensive

 

 

 

 

 

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