Nejtun
Moderator
Hey all,
As most of you know I am a HUGE VR enthusiast and currently there is no product on the market that comes anywhere near the performance of the HTC Vive Pro. I have however had a bad experience recently (which is still ongoing) that I have since discovered is not even close to a one-off situation.
Recently my Vive Pro stopped functioning correctly, so after many attempts at going back and forth with the online customer help I finally managed to get them to take the unit back which is still under warranty. For the record, I bought my Vive Pro on the day of release in April 2018 so as of today every single unit is still under warranty.
After almost 4 weeks of waiting (they quoted me "around 5 working days") I get an email lfrom the repair department stating that my unit can be repaired but I must pay for it as it malfunctioned due to misuse!
Now, I have never dropped it and due to the "bloody cold all the time" weather we are blessed with in the U.K my unit has rarely seen a drop of sweat, (sweat seems to be the main cause of people breaking their HMD's)
My damage, I am told, was the housing for adjusting the distance the lenses are set apart and required a new adjuster. When I first got my vive this adjustment lever was much looser than the one on my original vive but as it worked and adjusted properly I thought nothing more of it as I did not have another £900 Vive Pro to compare it to just laying around.
As far as I am concerned this is just a poor build quality issue which HTC should have rectified under warranty (in a timely fashion I might add) but instead they are charging me for it, the most infuriating part about this is that if I decide I don't want to pay , then they will charge me for looking at it in the first place and sending it back.
This level of customer service is totally unacceptable so I am just making this post to draw peoples attention to what they may be letting themselves in to when getting into untested technology with a company that has frankly piss poor customer service. After doing very very little searching I have found that many people have had similar levels of service from HTC to the point where one chap felt he had to make a video to bring this situation out into the open a little more.
I also need to add that VR is a new technology and I went into this originally knowing full well things can go wrong with something so untested but also expect to be treated as a valued customer, especially when payinig close to 4 figures for a piece of hardware (not that the price should matter on how a customer is treated)
As mentioned before, no company currently comes close to HTC for the VR capability so I am stuck using their product, but the moment something matches the performance I will jump ship without a second thought.
If HTC need an example of decent customer service they should look in the direction of EVGA who just last month sent me out a brand new GTX 980ti SC because the one I bought over 2 years ago stopped working, the guarantee you get with it was long gone but they will always have me as a customer for products down the line for replacing something that they have confidence should work well into the future.
As most of you know I am a HUGE VR enthusiast and currently there is no product on the market that comes anywhere near the performance of the HTC Vive Pro. I have however had a bad experience recently (which is still ongoing) that I have since discovered is not even close to a one-off situation.
Recently my Vive Pro stopped functioning correctly, so after many attempts at going back and forth with the online customer help I finally managed to get them to take the unit back which is still under warranty. For the record, I bought my Vive Pro on the day of release in April 2018 so as of today every single unit is still under warranty.
After almost 4 weeks of waiting (they quoted me "around 5 working days") I get an email lfrom the repair department stating that my unit can be repaired but I must pay for it as it malfunctioned due to misuse!
Now, I have never dropped it and due to the "bloody cold all the time" weather we are blessed with in the U.K my unit has rarely seen a drop of sweat, (sweat seems to be the main cause of people breaking their HMD's)
My damage, I am told, was the housing for adjusting the distance the lenses are set apart and required a new adjuster. When I first got my vive this adjustment lever was much looser than the one on my original vive but as it worked and adjusted properly I thought nothing more of it as I did not have another £900 Vive Pro to compare it to just laying around.
As far as I am concerned this is just a poor build quality issue which HTC should have rectified under warranty (in a timely fashion I might add) but instead they are charging me for it, the most infuriating part about this is that if I decide I don't want to pay , then they will charge me for looking at it in the first place and sending it back.
This level of customer service is totally unacceptable so I am just making this post to draw peoples attention to what they may be letting themselves in to when getting into untested technology with a company that has frankly piss poor customer service. After doing very very little searching I have found that many people have had similar levels of service from HTC to the point where one chap felt he had to make a video to bring this situation out into the open a little more.
I also need to add that VR is a new technology and I went into this originally knowing full well things can go wrong with something so untested but also expect to be treated as a valued customer, especially when payinig close to 4 figures for a piece of hardware (not that the price should matter on how a customer is treated)
As mentioned before, no company currently comes close to HTC for the VR capability so I am stuck using their product, but the moment something matches the performance I will jump ship without a second thought.
If HTC need an example of decent customer service they should look in the direction of EVGA who just last month sent me out a brand new GTX 980ti SC because the one I bought over 2 years ago stopped working, the guarantee you get with it was long gone but they will always have me as a customer for products down the line for replacing something that they have confidence should work well into the future.