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Vive
Messages
You: Update on 217368840000693
Marian: Hi! My name is Marian. Thank you for contacting Vive Support. I hope you're having a great day.
Marian: HI Danny!
You: Hi
Marian: I;m happy to help and check on this, kindly bear with me for 1-2 minutes.
Marian: I appreciate for waiting Danny.
Marian: Upon checking this with the case manager, the unit is still under the repair process.
You: I need to talk to someone that can get my case resolved. Maybe I can be given a new controller?
You: Isnt hHTC supposed to complete repairs within 10 days?
Marian: My apologies for the delay Danny. What we can do is to report this to our case manager so they can check other possible resolution.
Marian: At this point, even if we'll transfer you over to our supervisor, same information will be provided.
You: I am not looking for infornmation. I am looking for a resolution.
You: HTC has my property
You: I need to know when my property is going to be returned
Marian: The controller is still under the repair process. We can follow this up with the case manager, so they can communicate with the repair center get at least the estimate time on when can we expect it. And I will also be reporting, if they can look on other possible resolution, as I know that this is beyond our timeframe.
You: What does your policy state about the time frame for a repai to complete?
Marian: The repair turn around time is 7-10 business days.
You: How many days has HTC had my device?
Marian: We know that we are beyond the time frame, this is why this case is already handled by our escalation team. Checking further on the case, we are waiting for the parts requested to complete the repair process.
You: So how many days has HTC had my device?
Marian: Based on the USPS tracking# 9505515623337254075490, we received it 9/13/17.
You: That is 6 weeks
You: That is 42 days
You: The decision needs to be made to replace my device at this point if HTC cannot repair it.
Marian: I understand that we should be waiting this long, however, replacement is something we can't make possible. We can repair the controller, and we are just waiting for the parts to complete it.
You: No, you cannot repair the contoller because you do not have the parts to fix it.
You: I have waited 4 times your alloted time to repai the device
You: If you cant make that choice, I need to talk to someone that can
Marian: We can transfer you over to our supervisor, I would just like to set your expectation that same information will be provided.
You: I am not looking for infornmation
You: I need a resolution
You: HTC has my propety
You: For 6 weeks
Marian: We are fully aware of this Danny, this is why this case is already escalated and handled by our case manager.
You: So what exactly is the case manager going to do?
You: If you cant fix it, you cant fix it.
Marian: We can Danny, and we are the only manufacturer of Vive. We are waiting for the parts to arrived to complete the repair.
You: No, you cannot fix it because you do not have the parts.
You: Transfer me to your supervisor please
Marian: Just give me 2-3 minutes and I will transfer you over to our supervisor.
You: OK thanks
Marian: My supervisor is just preparing his system.
Marian: I will transfer this chat as soon as he's available.
You: No problem
Vive
Messages
You: Update on 217368840000693
Jet: How can I assist you?
Jet: Hi Danny!
Jet: I've heard that you're contacting to make a follow up about the repair.
Jet: But unfortunately, we have no available parts to use yet
You: Hi. My vive controller has been out for repair 6 weeks and still nothing. If HTC cannot repair my controller in a timely fashion, I would expect they would replace it.
You: I get that but you guys need to come up with an qalternative solution then
You: There has got to be some point at which you say enough is enough]
Jet: I really admire your patience waiting for the repair. I get your point. It's really frustrating that you've waited long enough. However, at this point, as much as we would like to get it repaired we're also waiting for the parts. I hope you can still extend your patience.
Jet: There's really nothing more that we can do as of this time, Danny. We're doing our best and for sure that the repair center has been wanting to get yours done.
You: LOL
You: So if the parts don't get there until 2021 then thats how long I need to wait huh?
Jet: I shouldn't take that long, Danny.
Jet: Here's what I will do.
Jet: There's actually someone from the escalations team monitoring the case for you. This person is the one who's making a follow to repair facility on a daily basis.
Jet: I will do an extra back up.
Jet: He's already following up and I will do my own follow up too.
Jet: I will send an email with your repair order information so the facility can somehow put it in priority.
Jet: Would you like to receive an email update?
You: I was allready told that before and it never happened. At least twice. At this point I would like to talk to someone who can actually do something aboit my situation that has the ability to make a dec
You: decision
Jet: I understand your frustration. The issue is not about a decision. If only that the issue can be resolved by a decision that will be in favor to you, we could've done that. We could've able to say yes and the part needed will appear.
Jet: But that's not how it works.
Jet: There are a lot in line and on queue and we have to produce more parts.
You: No, but you can say "due to the extensive delay, we are going to need to replace the controller due to our incompetence of not stocking adequate parts" instead of making the customer suffer.
You: Can this be escalated to your boss?
Jet: I am the boss.
You: You are the CEO of HTC?
Jet: Nope.
You: Then you work for someone
You: Can this be escalated to them?
Jet: Will do.
You: Can
You: Can I talk to them now?
Jet: And that's what I'm trying to do.
Jet: You'll be notified through email.
You: Any number I can call instead?
Jet: No phone number but you can write a letter of complaints on this address: HTC America P.O. Box 4308 Seattle, WA 98194
You: Not looking to complain. Looking for a resolution
Jet: Exactly.
You: He doesnt have a phone?
Jet: That's what we're working on.
You: You can't make parts appear per your statemant, so what exactly are you working on?
Jet: I'm working on contacting the repair facility and RMA team to get your case be prioritized.
You: You cant prioritize a repair if you don't have the means to make a repair.
Jet: So once we receive the parts or materials to fix your controller, we can start fixing it.
You: What date will the parts be there?
Jet: That I won't know but at least we can flag them that we needed a motherboard for your controller to be fix.
You: Not good enough
You: Not good enough
You: Since your boss's phone number will not be disclosed, will his email address?
Jet: Nope. We are not allowed to provide that.
Jet: The best thing to do at the moment is a consistent follow up.
Jet: Believe it or not, if you are contacting us on a weekly basis, we are contacting them on a daily basis.
Jet: That's how we would wanted to get this done.
Jet: Nothing more that we can do at this time, Danny. But to wait.
You: Yes there is. Replace the controller...
You: The warranty info says "repair or replace". Since it connot be repaired, it should be replaced.
Jet: Not an option.
You: According to the warranty it is.
You: Should I show you?
Jet: The company has the discretion to decide whether the device is subject for replacement or repair. On a business, there's several people who will decide. As a standard process and policy, we base it on the number of days that a component had been used. For this particular case, repair is the only option.
Jet: But if you would insist for a replacement, the I must warn you that this may create more cause of delays.
Jet: 1. We will need to stop the repair order.
Jet: Then will need to replace it with a replacement request.
You: No, repair is not an option, as HTC does not have the parts to repair it.
Jet: Replacement request will be subject for approval.
Jet: Once approved, then we're good to go.
Jet: But if it will be declined, then we will create another ticket to proceed with repair
You: What are the chances of that being approved and who approves it, and how long does that process take
You: ?
You: BTW. I am not insisting for a replacement. I am insisting on a resolution at your discretion.
Jet: I have one supervisor case who insisted to get a replacement instead of waiting for the materials for repair.
Jet: We had to escalate it to the corporate team and it's still under investigation up until now.
Jet: The customer can go back to our chat support link to make a follow up but from our end, since his case has already been forwarded to another department, we loose visibility as to how to track its activity.
You: Sounds scary.
Jet: So we can no longer provide information of the whereabouts of the case.
Jet: I suggest that we stick with what we have right now, Danny.
Jet: I'm willing to handle this personally until we make sure that the controller is returned to you.
You: I get it but thee is really nothing you can do to make the parts appear.
Jet: Correct. From my end, our end in technical support via chat, could do nothing to produce parts. But we can send a notification to the RMA and repair department from time to time until we get what we want.
Jet: So we can get the materials needed
Jet: and send the controller back to you.
You: give me 2 minutes to think about this.
You: OK, it sounds like I am a hostage and need to wait an unspecified amount of time for my controller to return while my entire VR system loses value. I will however file that complaint per the address
You: I will post these transcripts online to warn others of what will happen during the RMA process with HTC
You: I understand it isnt your fault and appreciate your patience.
Jet: Do you want to receive an email follow up from us atleast?
You: Not necessary. What I really want is my controller and that will not speed things up. So don't waste your time. I appreciate the offer though
Jet: Got it and fully noted.
Jet: Have yourself a good one now, Danny. I'll take it from here.
You: Yeah you to.
Vive
Messages
You: Need my controller ticket 217368840000693
Abi: Hi! We appreciate you contacting Vive Support Team! This is Abi, your personal Vive technician for today.
You: YOu guys have had my vive controller for an unrealist amount of time. I need it
Abi: Thank you for keeping us in the loop. You're in good hands. Let's work together to have this resolve real quick.
You: Yeah....Sure
Abi: i apologized for the delay Danny. Let me check the update that we got from the repair center.
You: It will not matter. at the end of this conversation you will give me the same BS as i always get
You: Suprise me
Abi: I understand that you wanted to have your controller as soon as possible Danny. However I was able to talked to your case owner JC personally and checking on the update report that we got from the repair center your device is still being repaired.
You: I think HTC has had my controller for 7 months.
You: I dont want them quick I just want them per the terms of the warranty
You: I think we are past the point of "getting them as soon as possible". We are to the poing of ridiculousness
Abi: We really do apologized for the delay Danny but no worries as per Jc which is your case owner they will send another follow up on this by Monday to check with the repair center on what's happening.
You: I can allready tell you whats happening. Nothing. The same for the past seven months.
You: I have heard this same story 5 times now.
You: Connect me with your supervisor please.
Abi: I can transfer you over to my supervisor Danny but I can assure you that she will be referring you back to your case owner. Since Escalation Team is the highest department who can assist you.
You: The highest department that can assist me cannot assist me.
You: So what now?
You: You guys keep my controller forever?
Abi: As per your case owner they will be sending another followup notification come by Monday about this escalated issue Danny.
You: I dont need a follow up after 7 months I need a controller. Its been 7 months
You: Should I hold my breath? What am I waiting for, an email?
Abi: Let me check with your case owner.
Abi: Do you still have the tracking number with you.
You: Stand By
Abi: Okay.
You: USPS tracking# 9505515623337254075490
Abi: Thank you. Let me check the details in here. Please give me 3-5 minutes to check on this.
You: It looks like it is no longer in the system
Abi: Have you already tried checking with USPS about the tracking information. You may refer to this linkfor better understanding on what I mean to say.https://tools.usps.com/go/TrackConfirmAction?tRef=fullpage&tLc=2&text28777=&tLabels=9505515623337254075490,
You: You guys allready confirmed receipt
Abi: It's never been in the system Danny.
You: You: So how many days has HTC had my device? Marian: Based on the USPS tracking# 9505515623337254075490, we received it 9/13/17. You: That is 6 weeks You: That is 42 days
You: It has been so long the tracking number is probably no longer valid
Abi: I'll give a headsup to your case owner about this.
You: you can reference the transcripts from hat Transcript Thu, 26 Oct 2017 17:10:26 EDT
You: If you would like to see the confirnmation
Abi: As per your case owner JC, they will coordinate this with USPS and the repair center once they already have an update you should be receiving an email about this.
You: coordinate what?
Abi: Yes. I also incorporate that on the report that I'll be sending to your case owner for proper documentation.
You: WTF do you mean coordinate with USPS?
You: YOu guys have allready confirmed receipt of the controller and diagnosed the damn problem
You: I am waiting on a freaken part that obviously is never coming
You: It has a bad freaken controller board
Abi: It's part of the investigation that Escalation team will do about this since you already following up on this couple of months now. I've requested to have this expedited so that we can get an update from time to time.
Abi: We will need to have this coordinated with the repair center Danny. We don't have your controller physically it's with the repair center. We will need to get an update from them so that we can tell you on what's happening.
You: What update do you imagine there is? The repair center needs a controller board for my device. You still do not have a controller board to fix my device after 7 months. I need a solution not an update
You: We are approaching 3/4 of a year now.
Abi: We'll have this coordinate with the repair center Danny. As much as I love to provide a solution right now what we can do on our end is to talked and coordinate with the department who is responsible for the repair. As per your case owner he will be sending you an email once they got a response from the repair center.\
You: You know how many times I have heard this very same thing?
You: Thanks for nothing again
You: Please send me my transcripts so I can post them to Reddit along with the rest of my case as proof that HTC does not honor their warranty
Abi: I know and understand how you feel Danny. At the end of the day I'm a customer too I know that this is not reasonable anymore. I'm doing our best to have this resolved as soon as possible. Give us one more chance to prove to you that we got your back. I'll also put this on my personal bucket and followup on this from time to time with your case owner to make sure this is being worked on.
Abi: Once chat ended you will automatically received an email about this conversation.
Abi: Aside from this, do you have anything else I could help you out with today?
You: No.
Abi: Again in behalf of HTC I would like to apologized for the delay that you're experiencing. And we'll make sure that this case will be prioritize. Hope you had a good night Danny!
Abi: Thank you for your time and effort. Quick survey will follow it's all about how I assisted you today. Take care Danny.
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this is just grade A+ ♥♥♥♥♥♥♥♥, goodluck getting your ♥♥♥♥ back man.
Yeah, but does the Rift have any better customer service and warranty? I bet it is the same thing. I am really happy with my Vive so far. Ive had it a few weeks and played quite a bit. The hardware seems pretty robust to me.
If money is an issue than i can see why you might try the Rift. I am not sure how it holds up though, is it strong? I know that the HTC is technically better in just about every way. Is it still on sale for $600? I think that is a good price. I bought it for that and it came with the deluxe audio strap. That strap is much better than the standard strap it comes with.
If I were you I would save up my money until I could afford the Vive.
I dont know where you live, but where i come from it has to happen in a timely fashion.
When i had a faulty graphic card, i filed several complaints and made several calls. Support, when reachable was friendly, but didnt do anything more. I also waited for month and felt like a beggar.
Took a lawyer, brought it to court. A few weeks later i got my money back plus expenses and the sued company had to pay laywer and court.
In your shoes, thats the way i would go from here. And then buy a brand new headset and controlers.
“blabla the only way“
Are they kidding? They sell thousands of this devices everyday and dont have a replacement... cannot = want not
If you were important enough for them to care you had your replacement the very next week.
Good luck
I am dissapointed to hear that a mujlti million dollar company like HTC treats their customers this way.
Can anyone verify that Occulus Rift/Facebook is any better?
They will hate the bad press.
Then go to court If I have to and sue them for much more.
This kind of post costs money... good.