Reverb G2 v2 left lens goes black then both lenses go black

[Russkly66]

All very disappointing, especially the lack of official HP feedback on this forum (or indeed anywhere else).

In the end, reluctant to give HP a further £375 for a replacement Reverb with only 90 days of warranty and a known fault, I went for the Pico 4, as it's currently £335 in the UK.

Only arrived yesterday, but even via wireless it has potential. Yet to try connecting via cable and yet to tweak the settings or try using OpenXR, but I'm happy so far.

As for the over-heating issue, I think you may be correct - I read a post on Reddit where one user had identified an over-heating Bluetooth chip in the HMD as the culprit, and he posted a solution for removing it, but it was too complicated for me.

Ultimately the major issue we face is that HP seems to have decided to exit the consumer VR HMD market, and aside from protecting the brand, they have nothing more to gain from trying to keep people like us happy - let's face it, this is a very niche market for HP.

Maybe if we were Nestlé complaining about their Elitebook laptops across the world we'd get a different response...

[CraigUK69]

I'm glad you have sourced a new HMD Russkly, instead of ploughing more money into the abyss...

Your statement summed up everything perfectly...
"All very disappointing, especially the lack of official HP feedback on this forum (or indeed anywhere else)."

..they are reading it all, that's for sure...

[LittleNose]

Add me to the list of people seeing this issue.
I had mine replaced under warranty for this exact issue in December, and my new headset is now experiencing the exact same thing.

Unfortunately I'm out of warranty now as it is 14 months since I bought the original headset.

There is no acknowledgement from them that this is a common issue with the headset, despite lots of people seeing the exact same issue occurring.

As I'm out of warranty, I'm going to open up the system and try adding some kind of fan cooling to see if it will help at all, as I do believe it is a heat issue.

I doubt I will buy anything from HP again.

[Russkly66]

Let me know, if you have any joy, as my Reverb is currently a £600 ornament...

[CraigUK69]

@LittleNose  Sorry to hear you have joined our not so exclusive club.
I am yet to make any progress, as I have heard nothing from HP at all since being told 'You will hear from HP Support directly...'
However, I don't give up easily, especially when an injustice is involved, so I will be posting updates here, as I hope everyone else will.

[Russkly66]

Well said @CraigUK69 and also sorry to hear that our numbers continue to swell @LittleNose.

HP's silence on this topic continues to disappoint - how much goodwill could they engender by admitting that the Reverb has this fault inherent in its architecture and by issuing refunds or replacements?

Conversely how much ill will has HP engendered by refusing to engage on this issue - beyond those that have read this thread (867) and many others across the internet, there will be many who will have heard about the problem and who may therefore be prejudiced against buying HP products, whether in a B2C or indeed a B2B environment.

It is said that, on  average, a customer with a grievance tells another 13 people of their negative experience, and I would imagine that this number is now higher in this information age. Just Google this problem to witness the extent of the issue.

On a more practical note, I went to the Trading Standards website, which referred me to Citizens Advice, to whom I spoke a couple of days ago. In their view this is worth pursuing, and they have advised me to write to the HP UK re-seller from which I bought the Reverb (SystemActive) to claim a refund, since it is with them ad not HP that I have a contract.

I spoke to SystemActive, and the contact there admitted that he had heard of this problem from other SystemActive Reverb customers. He has asked SystemActive's technical head to contact me.

That was 2 days ago and as yet no call, so, I will contact them again today, and, if I don't hear back from them, Citizens Advice have provided a draft letter to begin the official claim process, which I will send on Modnay.

In the view of Citizens Advice there is definitely the basis of a legitimate claim, as the product clearly has a known and widespread fault.

I'll keep this thread updated.

[A_Gayathri]

Hi @Russkly66,

Thank you for your response, I really appreciate your efforts. As the issue still persists, I'm sending out a private message to assist you with the next course of action. 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

Hope this helps! Keep me posted for further assistance.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[CraigUK69]

Well, I have been patient but I have heard nothing from HP about their intended resolution for 23 days.
I have given them a deadline and if I have heard nothing, or if any reply is not satisfactory, then I am proceeding down the Consumer Rights route.

[Russkly66]

Hi Gaya1239,

Thanks for getting back to me - good to know that HP is still listening.

I can't find any Private Message icon in my profile and your link gives me "Access Denied. You do not have sufficient privileges for this resource or its parent to perform this action."

Please advise.

[Russkly66]

Hi @Gaya1239

Still no PM and link in your post still doesn't work.

Please advise.