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

[CraigUK69]

I used 0207 660 3859 too but we need the 'commercial' dept and that is not available from this number.

I used the following route: option 3 'Tech support' then option 3 for 'desktops'. When it requests a s/n, the laughable AI bot cannot understand what you say, but after a few failed attempts, it puts you through to a human.

When you tell the human your s/n, they should work out you need 'commercial' and transfer you.

There are probably loads of other ways to achieve this but that was my experience.

By the way... my replacement cable has not made any difference, so I am now sure my headset is at fault.

[Siebe123]

An update from my case, contact from HP has remained silent for weeks, just the "private message" that never arrived. I e-mailed the Dutch HP, and they told me that I should call the "repair" department. As soon as the employee saw that my warranty expired (barely a month ago) they told me there was nothing they could do. Not even a replacement headset or anything. Unbelievable that a multimillion company doesn't support their customers at all. I can just flush my €700,- down the toilet. I will never buy anything from HP again for the rest of my life, and I will definitely advise others not to buy from them either. 

[Russkly66]

Ah, so you got that PM thing that never arrived as well @Siebe123.

I really am flabbergasted by HP's silence and unwillingness to engage on this matter. One of the reasons I opted for a Reverb rather than an HMD from more niche players or new entrants was because I believed that HP's quality and service would stand me in good stead in what is still a fairly nascent and rapidly-evolving market segment.

It seems that HP have decided to exit said market segment and bury their heads in the sand as far as the legacy issues with the Reverb are concerned.

My only consolation is that I can now feel confident that I will never buy or recommend an HP product ever again.

[vegaa055]

I have the same issue. Unfortunately from what I understand it is a hardware issue. But HP refuses to help me. Maybe you will have better luck. Personally, I would strongly suggest buying a headset from a different company.  Any replacement from HP is guaranteed to fail as well. This is the 3rd headset I am on. So the HP Reverb is basically a temporary VR headset that is definitely going to stop working.

[vegaa055]

Yeah. same here. My warranty expired so we are SOL 😞 

From what I understand the only resolution is getting a replacement headset.

[CraigUK69]

I received a replacement HMD from HP and that is working fine as expected.

Calling the number as per my previous post is hit and miss and on one occasion, I was transferred 7 times before speaking to the right person.

But... that person had all my details on screen and I have to say that the service I received (once I got through) was exemplary and the staff were very knowledgeable and efficient.

On the flip side...

I had no help or communication from HP through this forum whatsoever.
I had no help or communication from HP following a negative review and an HP representative saying they would get someone to contact me directly.

So very mixed opinions about HP. My advice would be to not give up even if the faulty item is out of warranty. The fault is a known issue and we have rights in the UK outside of the mandatory 1 year manufacturer's warranty.

I wonder if this new headset is a 'keeper' or if it will fail in a similar way?

[Russkly66]

@CraigUK69 - Pleased for you that HP sorted you out.

Were you still within the warranty period, or outside it?

The only opportunity HP offered me one month after warranty expiry was a repair/replace option for £375.

For those in the UK following this thread, I would urge you to contact Citizens Advice and follow the process that they will guide you through. it's very simple and just requires sending a couple of letters, the content and format of which CA will provide you with.

It is worth the small effort - warranties and return periods are NOT the end of the story as far as consumer rights in the UK are concerned.

[LittleNose]

Would you be able to provide those letters here for others to use?

[Russkly66]

@LittleNose - Each case will be different based on the circumstances and the supplier in question, so I think it's best to contact CA individually to receive advice based on your particular case.

It's a simple process to go through.

[CraigUK69]

@ Russkly66
Hi again, I was just outside the warranty period when the fault first became reliable and persistent. 

As you know, I had emailed the HP UK Store email address which is quoted as the legal point of contact in the contract of sale - but heard absolutely nothing from them for 1-2 months.

Only once I called 0207 660 0403 and found my way through to a tech support staff member and explained the entire situation, they went away to request an 'exception' which was granted the next day and enabled them to progress the return. 
They were efficient, courteous and understanding. The cable was tried first, then the headset was replaced and the original collected. Can't be faulted.
As far as I know, once a solution is accepted by the customer, all legal routes regarding the original item end. In other words, the 6year warranty rule in the UK has now ended. If anything goes wrong with the replacement, if HP do not want to remedy it, it becomes a museum piece. Probably fair enough. Can't expect replacements forever.

The issue seems to be getting through to someone who will listen to you. But that is the story with so many companies and not unique to HP of course ( not to underplay how uniquely poor HP's response had been)

Have you progressed with your CA route in any way yet?