MoragCampbell's JumboTweets
Horrendous treatment by #HTC
@CherWang @htcvive #htcvive I am simply staggered by the horrendous treatment I have received from #HTC.
I ordered a #Vive from you on June 29th, I received it on July 1st. 2 Days.
I noticed a defect and reported this within the DOA period, I was assured that I was entitled to a replacement, I have the chat transcript to prove it (fortunately for me, this was before your advisers stopped sending out the chat transcripts).
After contacting support many more times, the RMA was finally arranged on July 18th. At this point I was told the process would take 7 - 10 days. I was told I would receive a replacement (not a repair), I have the chat transcripts of this.
The defective headset was picked up on July 22nd. A week went by with no contact from HTC whatsoever, so I contacted support myself. This time I was told you had no stock, and would not have any until August 10th. I was told that I should expect to receive my replacement around the 15th of August - nearly 4 weeks after the headset had been picked up from me.
Again, I was assured it would be replacement. I was told the reason for the wait was because it would be a replacement, I was advised - by one of your support agents - against going for the repair option because the replacement would be of a higher quality than a repair.
This is when I should have cancelled, I could have ordered a new Vive from a third party and had it delivered within 2 days. But like a fool, I didn't cancel.
I finally received the replacement on 17th. Low and behold, the "replacement" was not a replacement, it was a repair (I checked the serial number). To add insult to injury, it was a botched repair. Right in the center of my view is a dead pixel, this is a significant annoyance since the screen is right in front of my eye, it is hard to ignore a black spot everywhere I look, this make for poor immersion and I can't enjoy using this product.
I contacted support again on August 18th, I was told replacement will take 2 weeks. Again, I could have cancelled and ordered a new one to be delivered within 2 days. Still a fool, I didn't cancel.
I escalated the issue and spoke to the head of your escalations department, who agreed to expedite the process, he promised me the entire process would be done in 7 working days (headset picked up an replacement delivered). I requested confirmation of this via email, as I have been mislead by HTC too many times now to take any of your advisers at their word. He promised that he would send an email confirmation that day. I never received that confirmation.
Jump to 3 working days later, still no sign of any pickup notification or confirmation of any kind that anything whatsoever is happening, so I contacted support again. Now I am told it will take up to 3 weeks, not the 7 days I was promised. I escalated the issue again, was told I would receive a callback from the head of your escalations department that day.
No call back received.
I contacted support again the next day (today), asked for an update on the status of this supposed call back. This time he did call back, and told me that his superiors had cancelled the express service, but decided not to tell me about it earlier for some reason. He told me the decision has been made that all customers should be treated the same way. I find it hard to believe that HTC consider my experience over the past 2 months to be an acceptable way to treat customers. It is despicable that a new customer can order from you today and receive their order within 2 days, and yet I am sitting here almost 2 months later with a defective headset that you refuse to replace in any kind of a reasonable time frame.
I can't express how much I was looking forward to enjoying this product,... <<<<<< N.B from Jumbotweet: auto-truncated at 4K characters on index page - Click here or on the "view" link to see entire jumbotweet! http://www.jumbotweet.com/ltweets/view/147692