I thought id share my experience with you guys just so you know what to expect if your unfortunate to have bought a htc vive and run into problems.
I bought my vive nearly just under 5 weeks ago now but just before last weekend one of the touch pads on the controllers stoppped responsiding (physically - it got stuck in the top right corner). Now i know there is posts about DIY repairing this but i dont want to void the warranty or worse find out ive broken the seal and its something i cant fix.
On Saturday i called Overclockers support and in short they pretty much told me i need to contact HTC Vive Direct, i wasnt very happy with that but i had read online that HTC support was a joke and that online chat was really quick and easy...how wrong that was. I was passed to and from 3 different chats being messed about by people who basically didnt care and so i rang them...which i would say was nearly as bad.
When i finally got through to the right person they ignored everything i said and were rather rude asking if id used the controller a lot, if id dropped it, smashed it, when had i opened it, had i updated the firmware etc...despite stating it was very clearly hardware. She then installed remote admin software on my pc, messed around for nearly 40 mins and at the end told me i needeed to contact the UK based support team as they couldnt help (but had noted in on the system). Which i had to contact the following Monday which again was a massive ballache.
Long story short and they still havent picked the controller up, apparently its going to be sometime this week and will take 10 days to get it returned (which im not hopeful for)
Now dont confuse me with one of those people who likes to moan or throws a tantrum when i dont get what i want, im always polite and patient to a degree. I contact support over other technical issues i have and i try my best to understand it from their perspective as well but there is professionalism and good customer care and then there is this !
I can honestly say i have never had such a **** poor customer support experience and think people need to know what to expect. I thought BT and Micrsoft were bad but HTC are on an all other level.
Needless to say when i get my controller back i think ill have a dabble on the more recent games, pack it up and sell it and wait for the touch controllers to come out for the oculus in fear of ever having to deal with htc again.
I bought my vive nearly just under 5 weeks ago now but just before last weekend one of the touch pads on the controllers stoppped responsiding (physically - it got stuck in the top right corner). Now i know there is posts about DIY repairing this but i dont want to void the warranty or worse find out ive broken the seal and its something i cant fix.
On Saturday i called Overclockers support and in short they pretty much told me i need to contact HTC Vive Direct, i wasnt very happy with that but i had read online that HTC support was a joke and that online chat was really quick and easy...how wrong that was. I was passed to and from 3 different chats being messed about by people who basically didnt care and so i rang them...which i would say was nearly as bad.
When i finally got through to the right person they ignored everything i said and were rather rude asking if id used the controller a lot, if id dropped it, smashed it, when had i opened it, had i updated the firmware etc...despite stating it was very clearly hardware. She then installed remote admin software on my pc, messed around for nearly 40 mins and at the end told me i needeed to contact the UK based support team as they couldnt help (but had noted in on the system). Which i had to contact the following Monday which again was a massive ballache.
Long story short and they still havent picked the controller up, apparently its going to be sometime this week and will take 10 days to get it returned (which im not hopeful for)
Now dont confuse me with one of those people who likes to moan or throws a tantrum when i dont get what i want, im always polite and patient to a degree. I contact support over other technical issues i have and i try my best to understand it from their perspective as well but there is professionalism and good customer care and then there is this !
I can honestly say i have never had such a **** poor customer support experience and think people need to know what to expect. I thought BT and Micrsoft were bad but HTC are on an all other level.
Needless to say when i get my controller back i think ill have a dabble on the more recent games, pack it up and sell it and wait for the touch controllers to come out for the oculus in fear of ever having to deal with htc again.
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At least you managed to speak to someone on the phone which is more than can be said for Oculus, just like Blackbadger has mentioned.
Thats wrong. Did you get a name of the person who told you that? 