We are sorry to hear that your device needs to be repaired.

As the failure of your device is

not covered by the HTC VIVE limited warranty, HTC is able to offer chargeable repair
services via our Authorised Service Partners.

HTC Authorised Service Partner chargeable service

The Key benefits of HTC Authorised Service Partners

 Device returned to full functional specification

 Authorised Service Partners have full access to manuals, certificates and tools
 Repaired by trained specialist HTC VIVE technicians
 All repairs completed using genuine HTC VIVE spare parts

Please note as your warranty has expired, you are free to choose from other third party
service providers operating in the market. However, HTC is only able to guarantee the quality
of repair via our Authorised Service Partners.

Chargeable quotation process

HTC’s Authorised Service Partner offers a fixed price repair on your device; the fixed price
includes logistics to its repair centre, inspection, and repair and testing of your device back
to its functional specification, once complete returning the device to your nominated address.
Nominated addresses supported are those in the UK mainland, outside of these areas a
surcharge may be applicable.

HTC’s Authorised Service Partner offer a fixed price repair as long as the cost of the repair
does not exceed a certain value (quotation threshold), e.g. VIVE Controller Fixed Price
Repair is €85 Inc. VAT, this price is applied for all quotations as long as the cost of Logistics,
Labour and Parts does not exceed €102 Inc. VAT. Should the cost of repair exceed the
quotation threshold, an individual quotation based on the logistics, labour and parts will be
provided. commonly 85% of repairs will be eligible for fixed price repair.

The repair will not include any correction of cosmetic issues; cosmetic issues are only
rectified in cases where they affect device safety or functional operation.

The repair price does not include the replacement of any items considered as consumables
i.e. batteries or face cushions, or accessories and other secondary component(s) that are
supplied with the device at the time of sale and included in the box and which includes the
cables (both USB and HDMI), combination or extension cables and power adapters. These
items are available for purchase separately if required.

HTC’s Authorised Service Partner will provide you with either an acknowledgement your
device is eligible for a fixed price repair or an individual quotation. Payment will need to be
settled in full prior to the return of your device.
Prices in Euros are quoted inclusive of VAT, you will have the opportunity to convert the
quotation to GBP once the quotation is issued and prior to making payment. Due to currency
movements, prices can fluctuate.

Component Fixed Price Repair Quotation Threshold Notes

VIVE Base Station € 100.00 € 120.00
VIVE Controller € 85.00 € 102.00
VIVE PRO Controller € 99.00 € 119.00
VIVE Base Station 2.0 € 197.00 - Cost is for new replacement device
VIVE Tracker € 69.00 € 83.00
VIVE HMD (without lens replacement) € 150.00 € 190.00
VIVE HMD (with lens replacement) € 340.00 € 410.00
VIVE PRO Series HMD (without lens replacement) € 175.00 € 220.00
VIVE PRO Series HMD (with lens replacement) € 400.00 € 475.00
VIVE COSMOS HMD (without lens replacement) € 150.00 € 190.00
VIVE COSMOS HMD (with lens replacement) € 340.00 € 410.00
VIVE COSMOS Inside-Out Controller € 75.00 € 90.00
Wireless Adapter € 129.00 € 155.00

Rejecting the quotation

Should your quotation exceed the quotation threshold and you choose to reject the quotation,
a return logistics, inspection and diagnostics fee will be payable of €45.00. Payment will
need to be settled in full prior to the return of your device. If you leave the cost estimation
unanswered, HTC’s Authorised Service Partner will retain your device for 6 months after
which time it will be scrapped.

If you would like to go ahead

Request a repair ticket number

Reply to the email by copying and pasting the text in italics, substituting your personal details.
We will send you by return a repair ticket number so that HTC’s Authorised Service Partner
is expecting your device.

To Customer Service
I would like to proceed with an out of warranty repair, please send me a repair ticket number to include in my
package.
I have read and understood the repair instructions and pricing in the attached form.
My personal details are as follows.
<Name>
<Return address>
<Contact Telephone Number>
<Email Address>
<Device Model>
<Device Serial>
Please read carefully if you are returning a Controller

Each controller contains a Lithium battery, transporting any device containing a Lithium
battery requires special controls. In the email attached, you will have received

 Lithium Battery Safety Document

Please print a copy and include this inside your package.

 Lithium Battery Warning Label – UN3481

Please print a colour copy of the label and attach this to the outside of your package.

Returning you device

We will send you an email containing a UPS label, please also check your spam folders,
please print it and stick it on the outside of the package.
You can take your package to one of 2800 UPS collection points across the UK, you can find
your local collection point here https://www.ups.com/dropoff

Repair Timescale and Tracking

HTC’s Authorised Service Partner will endeavour to complete the repair within 7-10 working
days after payment is made in full. However due to the nature of out of warranty repairs,
parts requirements cannot always be planned therefore HTC’s Authorised Service Partner
cannot always guarantee repair timescales.

If you would like to track your repair, you can do so using http://tracking.htc.com, you can
track safe arrival at HTC’s Authorised Service Partner’s repair centre, repair status and when
the device is ready for return.

Once your device is received at HTC’s Authorised Service Partner’s repair centre and
dispatched after repair we will send you an email confirming this, you can then track you
package here https://www.ups.com/WebTracking/track

Important: In case you receive your returned parcel, back with any visible damage to the
packaging, please retain all packaging and take a picture of it without opening the parcel.
Contact our support line within a maximum of 3 days and we will be happy to assist you.

Warranty Provided

Authorised Service Partners will provide 3 months warranty related to workmanship and parts
exchanged, solely for the repair activity undertaken.
Important things you need to do before sending your device

Remove accessories

We want to make sure nothing gets lost, so only send us what we have requested you to
send. Unless we have specifically requested you to do so, do not include any cables and
power adaptors etc.

Identify your device

Attach one of the sticky labels from the original box, containing the serial number, onto the
device for identification purposes. If this is not available, please write the serial number and
include it in the package.

Include your personal details in the package

Please include the repair ticket number and your personal details inside the package
including your name, address, and contact email and phone number should we need to
contact you for any reason.

Provide detail regarding any issues

Please include a note with as much detail as possible describing any issues you are
experiencing with your device. This will allow HTC’s Authorised Service Partner to pay
special attention to these issues and ensure your device is working perfectly once returned
to you.

Make sure you pack your device safely

HTC will assume NO responsibility for items damaged by the use of unsuitable packaging
and you may be charged for the return or repair of damaged items. Your device needs to be
secure in a strong box and have adequate packaging to protect it on its journey, please make
sure you remove any old warning or shipping labels for reused packaging. We do not advise
that you use your original box for return, please use a box where you can include
appropriate internal padding to protect the device during transit. If you do choose to
return the device in the original box we cannot guarantee that it will be returned.
Extra advice on packaging your device
 Use a rigid box with flaps intact.
 Remove any labels, hazardous materials indicators, and other previous shipment markings on
the box that are no longer applicable. WARNING – If you leave old labels on the box, the courier
may pick up an incorrect bar code which will result in a delay and possible loss of package.
 Wrap/protect all items separately to avoid damage to items inside the box.
 Use adequate cushioning material.
 Use strong tape designed for shipping (Do not use string or paper over-wrap).
 Use a single address label that has clear, complete delivery and return information.
 Place a duplicate address label inside the package.
 Where possible, please do not use the original box as we do not guarantee returning it.

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