I see dead PIXELS !!!

[SY5]

There are a lot of green pixels that remain green all the time and don't switch OFF when the screen goes dark, it is really distracting.
I spent 900€ on this device and it's quite clear HTC decided to save money and used a bunch of not pixel perfect screens bought cheaply to cut corners.

Many accounts on the internet tell the same story I will evaluate my options and I can tell you that this will not fly because European Directive 99/44/EC clearly states that

- Sellers must deliver goods to customers that conform with the sales contract.
To conform, goods must comply with the sales description;

- Be fit for the purpose for which the good was intended;
and demonstrate the quality and performance that can reasonably be expected.

- Consumers have the right to ask for faulty goods to be repaired or replaced free of charge within a reasonable time and minimum inconvenience. They may instead ask for an appropriate price reduction if repair or replacement is not done on time or without significant inconvenience to the consumer.

- Sellers, who are liable to consumers for the goods they sell, may take action against producers if the fault is found to lie with them.

- Sellers are liable for any faults in the goods that appear within 2 years from their sale. However, EU countries may insist that consumers signal these to the seller within 2 months of discovering them.

- Commercial guarantees must state the purchaser’s legal guarantee rights and be drawn up in plain, intelligible language. Consumers may insist a guarantee is made available in writing.

[Tucu]

Those are stuck pixels.
Worth checking if they are really stuck by looking at pure red and pure blue scenes. If you can still see the green pixels, then they are stuck. If not, then it might just be noise caused by not fully turning off pixels to avoid black smearing.
Some people have reported that replugging the cables and rerouting the cables away from electrical cables (or other cables) solves some green pixels problems (as they were cause by EM noise).

If nothing helps then you can contact support and get the Vive repaired.

[GameMaker]

Mine had same, sent in. .they replaced it sent a hmd back but took my headstraps off. Now there is another dead pixel on the opposite screen AND I cannot wear the device because the harness and front hdmi/usb cover are gone, HTC VIVE SERVICE CENTER TOOK THEM.

HTC VIVE support department will not take calls, if you call HTC SUPPORT they will tell you that they are for the cell phones, VIVE SUPPORT department is downstairs and they dont have a phone you can call, they will tell you to can chat online. Then when you try to use online chat its never working, so I call HTC MAIN SUPPORT AGAIN, and they will tell you that VIVE SUPPORT IS CHAT ONLY. IF YOU CANT GET THEM TODAY TRY TOMMORROW BECAUSE THEY ONLY HAVE 5 REPS IN THAT DEPARTMENT. So then I filled out the online "contact form" and never heard back. Called HTV MAIN SUPPORT TO EXPLAIN that what they are asking me to do isnt working. They dont care the department just below their feet on the lower floor cant talk to me I MUST CHAT.

HMD still damaged minus my headstrap and front clip. AND NOBODY AT HTC WILL TALK TO ME ABOUT IT, THEY FLAT REFUSE TO. I have spent 2 solid hours with HTV VIVE MAIN SUPPORT and unknown hours spamming chat trying to connect to a rep, and waiting for a reply to my form contact request for the entire time.

I will note the one pixel on the right screen of this , is an improvement over the 6 on the left screen i had before. But this is still very irritating. I wouldnt mind waiting for the hardness to ship ect, but not being able to speak to anyone is infuriating.

[SY5]

@Tucu Thanks for the input, I will try what you suggested and see how I get along I have also ran JScreenFix for a few minutes but I am not sure if it works with AMOLED displays.

@GameMaker I would try to write them that you will arrange for a credit card chargeback for faulty goods if they don't get back to you in 24 hours.
I hope you get it sorted.

[Finlander]

"reasonable time" in EU it is clearly stated to be 2 weeks... in house electronics it is one month top...

[GameMaker]

well HTC is severely understaffed in the VIVE SUPPORT department. However I do have faith now in Vive and Steam again. Mr. O'Brien got involved and got me sorted out. Support sent the replacement headstrap and clip overnight. That guy truely is passionate about customer service.. They need a few more like him in the lower ranks of the service department.

[shponglefan]

^ The unfortunate thing about customer support is it's about the lowest tier role in most companies. And yet it's the most customer facing role and one that can make a huge impact on customer satisfaction.

IMHO, good customer support people need better recognition for their efforts.

[SY5]

@GameMaker I am happy to hear HTC managed to gain back your trust.
Update: Following Tucu advice I can confirm i have stuck pixels and not dead pixels, so basically they don't shut off in dark scenes but they behave properly displaying the correct color.

I have 5 of them always in the same spot, I have tried to:

- substitute HDMI cable with a DisplayPort cable
- change USB controller with Inateck KTU3FR-4P PCI-E controller
- keep the link box as far away as possible from electronic interference.

It bugs me that if I decide to RMA it there is a high probability I will get a worse HMD.

[GameMaker]

SY5,


My experience with RMA.

-------------------Pros.------------------
+ Once you get a label emailed to you, and you put in in the post, they get the replacement sent back to you within days.

+ I got a new unit, not repaired.

+ HTC VR Vice presient really cares, IF YOU ARE BEING TREATED UNFAIRLY HE WILL GET INVOLVED.

+My 8 stuck pixels on my left screen.. GONE yay! one stuck pixel on right screen. I can live with it.

+I think my old vive had misaligned or tilted lenses as everythign was a bit fuzzy on pixel edges, I though tthis was normal until I got my replacement that has overall better image quality.

-----------------Cons---------------
+ They do no communicate durring this process, so you have no input. You simple watch a
service status box for a few days change from "waiting" "received" "awaiting service"
"returning to customer"

+ They wont send anything but the headset back, and they wont care if this causes a problem for you. SO TAKE EVERYTHING OFF, EVEN HEADSTRAPS AND FRONT USB COVER PLATE

+ They will not send same packaging back even is customer service rep says they will SO DO NOT SEND YOUR ORIGINAL PACKAGING.

+New unit may behave oddly. left screen on mine flashes every pixel a random color on one frame on headset reboot. appears to have no negative affect.. but was very alarming at first.

+They do not test for stuck pixels im pretty sure they only test for dead ones.

+Chat support is under staffed and you can only get through if you are available to them at 9am when they open. I was never avaialble at this time.. Peek hours you can forget about talking to anyone.

[SY5]

Thanks for sharing your experience I am sure it will prove valuable to anyone experiencing problems.

[Skynet5]

Mine got picked up yesterday. I was really wondering if I could be bothered to return it for 3-4 very bright and 3-4 bright green pixels on the right screen. Especially with the mid week news that they were not giving RMA for pixel issues anymore, although I now hear they have gone back on that decision. I arranged my rma almost a fortnight ago, but waited for it to go into repair whilst I'm out of town and can't use it.

Hoping I get a replacement that is much healthier, if not I guess I'll RMA again.

Be interested to know if they are sending repaired units back yet from their Netherland s repair centre or new ones.