Here is the full chat... EACH time I hve contacted HTC supprt its the same story...
Me: pls help
[Please wait for an agent to respond. You are currently 1 in the queue.] or you can send offline message [You are now connected with an agent.] Me: hi
Rose:3:36 PM Hi, thank you for contacting Vive Support.
Me: hello Rose
Rose:3:36 PM Please be advised that we are encountering system update on our chat support tool. There might be a delayed on our responses.
Me: can you help me why I have not recieved my Vive yet?
Me: order number is:
Me: I ordered and paid confirmed on 12/05... other people who ordered on 02/06 and 01/06 have just recieved their vives today.............
Me: hello?
Me: Rose?
Rose:3:43 PM Just to confirm, you would like to know the status of your Vive order?
Me: Boxed Shipment
Me: Why has my Vive not arrived yet?
Me: people who ordered on the 2nd of June already have their VIVE?....
Me: hello rose
Me: rose?
Me: ?
Rose:3:49 PM I'm sorry to learn that you have not received your Vive until now and you have heard that some who order in June had received theirs.
Me: don't apologize, I need to know where my vive order is
Me: its not your fault, we just need to work out where the hell my vive is, now
Me: I have NOT recived my Vive yet...
Rose:3:52 PM Please be advised that we are encountering system update on our chat support tool. There might be a delayed on our responses.
Me: hello rose?
Rose:3:55 PM Hi Robert, we are experiencing system update and we are having issue on our chat tool. Kindly bear with me if the response is delayed.
Me: I do not want to be disconnected
Rose:3:57 PM In line with your query, we have 2 version of Vive which is the Pre and Consumer Edition.
Rose:3:58 PM This is what we will do since we received the same issue and we are not informed that this is happening on our June order.
Rose:3:59 PM We will coordinate with our head quarters and we will ask an information about this issue.
Rose:4:00 PM We will get in touch with you straight away and the latest will be by Tuesday
Rose:4:00 PM Please provide a best contact number and email so that we can contact you once we receive feedback from our head quarters.
Rose:4:01 PM Robert, may I know if you are still there?
Me: yes
Rose:4:02 PM Robert, please be advised that our chat session will automatically close if you’re unable to respond on a certain period of time.
Me: I bought the consumer edition
Me: what's the difference between pre and consumer edition?
Me: I paid early.. in full.. and on time.. ?
Me: and never even recieved the product??!
Rose:4:03 PM I see. I will coordinate with our escalation team so that they can contact the head quarters so that we can provide you a feedback for the most accurate information for what is happening.
Me: my order was already escalated
Me: weeks ago
Me: the escalation supervisor told me "not to worry, everythig is OK.. I will get my vive start of June"
Rose:4:05 PM We understand Robert where your coming from and I can only imagine how you feel right now about this. That is why we will get a feedback from our head quarters because to tell you honestly we are not informed about the changes that happen on our ordering tool.
Me: this is absolutely unbelievable... this is not a $100 product.. I spent $1450 on this!!!!
Rose:4:07 PM Please wait for our escalation team to contact you within 2 business days. We have sent an email to our head quarters and hopefully they can reply by tomorrow or latest Moday.
Rose:4:07 PM Monday I mean.
Me: I have to date not recieved any useful information from HTC headqurters..... nothing.. apart from "sorry for the inconvenience"... this means absolutely NOTHING to me!
Me: 3 times now the escalation team has failed to call me back!
Me: one month I have been waiting......... one month...
Me: what can the escalation team do next week?
Rose:4:11 PM I'm sorry to learn about your experienced about our escalation team. What I can do for today Robert is to escalate this and inform them what is happening. Since I mention earlier we just know this from our customer and we are not informed ahead of time or been updated before they make changes.
Me: tell me to wait another bloody month? while people who order today get their order delivered next week????
Me: I have been contacting HTC every 3 days - how can you say HTC have not known?
Me: thousands of people in the online forums have been complaining about HTC and this deliver process??
Rose:4:12 PM I'm not telling you to wait another month.
Rose:4:13 PM I'm telling you the truth and what is the real situation right now.
Me: its not your personal fault, this is not aimed at you
Me: the fact is.. i ordered a month ago, paid in full, TC does not know where the fuk my order is... and people who just oredered have their vive
Rose:4:14 PM We can send that feedback to our partners. We are happy to improve our service and we are glad to take all feedback.
Rose:4:15 PM We have a lot of opportunities, most of all that Vive is still new and starting.
Rose:4:16 PM As I mention earlier we already sent a escalation to the head quarters since we don't have the answer why this is happening.
Me: this all means, that it will be at least another week,next friday, until i even get any type of meaningful comunication back from hTC about my order
Rose:4:16 PM So if you can wait for the answer until Monday or latest Tuesday that will be appreciated.
Rose:4:17 PM We will try our best to provide the answer by Tuesday.
Rose:4:18 PM Robert, may I know if you are still there?
Me: I am very very angry with HTC. Rest assured I will never buy anything from HTC again. Tell your management this.
Me: I will let everyone know about this foul experience with the HTC vive ordering process, everyone in the forums and online channels is complaining about the same problem, this is going to cost the
Me: company millions of dollars
Rose:4:19 PM I will definitely relay this message to our management Robert.
Me: ok Rose.. it appears support, again, cannot help with the vive order, for the 14th time now
Me: thank you for listening as that is all support can actually do, nothing else apart from checking the findmyorder.com stateus which I can do as well
Me: tell your management that the support process is useless, baseless, cannot perform any actions apart from checking the order status
Me: thank you for your time Rose.
Me: again - this is against HTC and company process, not you as a person
Rose:4:23 PM I will forward this message Robert. You're welcome.
Rose:4:23 PM Thanks for your time. I hope you still have a good weekend.
Rose:4:23 PM Should you have more questions, feel free to contact us or visit our page at https://www.htcvive.com/anz.
Rose:4:23 PM Thank you for contacting HTC and enjoy the rest of the day.
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