OC Unauthorised Resellet of HTC Vive ?

Liamb2005 · 8 Aug 2016 at 18:09

I purchased a vive here from OC a couple of weeks ago and one of the controllers touch pads has stoppped working and during the painful conversation with HTC live chat ive just been told they cannot replace the contoller they have to repair it (which takes 10 days) because "you purchased the Vive to a non-authorize reseller of the Vive." as she worded it.

Can anyone confirm this is correct, ive been buying from OC foir years and cannot beleive this, am i being fobbed off or not ?

VincentHanna · 8 Aug 2016 at 18:39

Probably means you should contact OCUK directly because you bought it from them?

Doogles · 8 Aug 2016 at 19:10

So many manufactures do this now, buy a pair of Oakley' and you have to get it from a "authorized" reseller it is starting to get rather stupid, same thing with an awful lot of sound system manufacturers too.

Liamb2005 · 8 Aug 2016 at 20:31

Yeah i agree is is getting stupid now !!

i just assumed i would need to contact HTC Directly but ill give OC a call tomorrow and see how i get on. Absolutley gutted after delaying it for 2 weeks im supposed to be having a VR party on Friday but thats not looking likley now !!

Doogles · 8 Aug 2016 at 20:42

Liamb2005 said:
Yeah i agree is is getting stupid now !!

i just assumed i would need to contact HTC Directly but ill give OC a call tomorrow and see how i get on. Absolutley gutted after delaying it for 2 weeks im supposed to be having a VR party on Friday but thats not looking likley now !!

My experience with the OCUK team on getting a refund was excellent so I'm sure they will help you out.

chaosophy · 9 Aug 2016 at 09:49

You should ask them why they have OcUK on their website listed as a retailer if they are an "non-authorize reseller". :/

Liamb2005 · 9 Aug 2016 at 10:19

Thanks guys, i actually spoke to OC and they confirmed they definitley are an authorised reseller but im best contacting HTC direct. Fingers crossed its a simple process !

Doogles · 9 Aug 2016 at 13:56

Liamb2005 said:
Thanks guys, i actually spoke to OC and they confirmed they definitley are an authorised reseller but im best contacting HTC direct. Fingers crossed its a simple process !

Yeah considering you have been lied to by HTC I'd be very annoyed. Maybe it was a mistake although do you have proof in writing that the rep said that?

Liamb2005 · 11 Aug 2016 at 17:34

Yeah i recorded the conversation from her.

Ill paste it below

Just a snipped as its a long convo but this is what she said

Me:
ive only had a couple of weeks
Carla:
6:02 PM
Just to set your expectation, you purchased the Vive to a non-authorize reseller of the Vive.
Me:
no
Me:
they are a well known UK company i use them all the time
Me:
even if they are unauthorised what does that have to do with it ?
Me:
how long will it take you to repair and send me back ?

I have literally only just got off the phone to HTC and have to say its the worst support overall ive ever had from a company, asking me what computer i have (what that has to do with a sticking touch pad i dont know) if i have dropped it and how much i have been using the controller, when i opened the box.....ridiculous really !

Smurfin · 11 Aug 2016 at 18:10

I don't understand why are you going through HTC?

OCUK should NOT be telling you "you're best off contacting HTC"...your contract is with OCUK. Get them to deal with it (which they will if you ask).

sieze2 · 12 Aug 2016 at 00:08

Smurfin said:
I don't understand why are you going through HTC?

OCUK should NOT be telling you "you're best off contacting HTC"...your contract is with OCUK. Get them to deal with it (which they will if you ask).

What he said.

henson0115 · 18 Aug 2016 at 17:38

warranty in 99% of things is covered by the shop not the manufacturer.

redrevis · 18 Aug 2016 at 19:15

henson0115 said:
warranty in 99% of things is covered by the shop not the manufacturer.

That's not quite right. The 'warranty' is with the manufacturer, but you don't have to claim under warranty, you can claim under the Consumer Rights Act, which is through the retailer.

HAz · 19 Aug 2016 at 16:20

get old gibbo in here and get it sorted boy.

tom_e · 19 Aug 2016 at 16:23

Sometimes the retailer has to go through exactly the same process as the customer when it comes to returning things to the manufacturer so in that case it is quicker and therefore better to most people to just deal with the manufacturer as it means you don't have to send it back to the retailer then wait for them to send it on again you can just go straight to the source.

redrevis · 19 Aug 2016 at 17:11

tom_e said:
Sometimes the retailer has to go through exactly the same process as the customer when it comes to returning things to the manufacturer so in that case it is quicker and therefore better to most people to just deal with the manufacturer as it means you don't have to send it back to the retailer then wait for them to send it on again you can just go straight to the source.

That may be true, but one would assume that HTC aren't going to give authorised sellers the run around and aren't going to do the ridiculous things they do to end users who contact them directly. There are thousands of examples of HTC's shockingly bad customer service on reddit. I know for sure I wouldn't want to deal with them directly.

Martini1991 · 19 Aug 2016 at 19:16

tom_e said:
Sometimes the retailer has to go through exactly the same process as the customer when it comes to returning things to the manufacturer so in that case it is quicker and therefore better to most people to just deal with the manufacturer as it means you don't have to send it back to the retailer then wait for them to send it on again you can just go straight to the source.

Manufacturers tend to be crap for CS.

I wouldn't want to chase Asus when OCUK are obligated to do so on my behalf for example.