How long does customer support take to respond?

[Midas]

Recently the power adapter for one of my base stations stopped working. The station itself seems to be fine (it works when plugged into the other adaptor), but the adaptor itself won't work on either base station. I sent a ticket in to HTC Vive's support over a week ago, they told me they'd get back to me 'soon' and I've heard nothing since. This seems like a really long time to answer a simple question of how do I get a new adapter, and each day makes me think less of HTC. How can you sell a complex $800 peripheral and then just drop the ball on customer support?

How long do people usually wait to hear back from customer service? And does anyone know of any way to speed up the process or get a new cable?

[NoobieKuan]

I had a minor problem with the padding of my brand new deluxe audio strap and it took them 3 weeks to reply to my ticket. I ended up not bother with them and went and purchase a third party replacement pad. Sorry to hear that you have a much more serious issue, good luck.

[sjmcclain]

About a month which is sad since I have a vive I got last month and today one of the base stations died I tried the other power supply and it is the base station. No lights. I know it takes a month since I had a minor issue on setup and they just got back to me last week.

[sjmcclain]

Ok I found out if you use the chat instead of the email option things go very fast as far as getting a ticket. I can't say anything past that

[Midas]

Yeah, I tried chat too and got a responce in minutes. Their email service is laughable.