Me:
I have what seems to be a collection of stuck pixels on my Vive's left display. I was disconnected by the last support chat.

Agent:7:19 PM
Hi, thanks for contacting us. Please excuse me for delays as I may be assisting other customers as well.

Chris:7:21 PM
Welcome to our support portal. How may I help you today?

Me:
Hi, I would like to have the display on my Vive fixed but the last person I spoke to told me it wasn't the case, and when I tried to continue talking I was disconnected.

Me:
Sorry, told me that you don't repair stuck pixels

Chris:7:24 PM
Due to no assurance of 100% free of dead or bright spots in the manufacturing process of LCD display thus far, Please note that no warranty is granted for LCD display to be without dead/bright spots as this does not affect overall user experience.. As mentioned in the warranty card

Me:
I appreciate that that is the case, but there are multiple stuck pixels, its not a small iregularity

Me:
And regarding "bright spots" I do not believe that applies to AMOLED displays as they do not use a single backlight

Me:
Also, there is clearly a common sense tolerance for this sort of thing, enough stuck pixels clearly do impact the user experience

Me:
Which could only be judged on a case by case basis, simply outruling stuck pixels as a reason to repair is ridiculous

Me:
It would depend on the number, which is in this case quite a few

Chris:7:29 PM
I can do a log me in diagnostic test on your Vive tomorrow from our vive room

Chris:7:29 PM
and then we can determine more where you stand

Me:
You wouldn't be able to remotely inspect a hardware fault

Chris:7:32 PM
I do understand but we can determine it

Me:
And if you don't accept stuck pixels it won't make any difference if you could

Me:
Determine what exactly?

Chris:7:33 PM
The amount of burned pixe;s

Me:
But that isn't visible remotely

Chris:7:37 PM
We have our tools

Chris:7:38 PM
we can determine the location and the amount

Me:
What tools? I'm quite knowledgeable on the subject and I am not aware of such tools

Me:
Displays don't report malfunctioning pixels, there's no mechanism in place to allow for it

Chris:7:40 PM
Tom I wouldn't suggest if I haven't personally done it more than once lately

Me:
I can only assume that there is some sort of misunderstanding here

Me:
Are you claiming that you can see the number of stuck pixels on my Vive whilst it is with me?

Me:
And that you can do this through a remote connection

Chris:7:41 PM
Yes and the location of it as well

Me:
Could you then explain how these work or the names of these tools then? I was under the impression that this is literally not possible

Me:
I'm quite the technology and hardware enthusiast, and dead/stuck pixels are a nightmare, I can't imagine I've never heard of such tools

Chris:7:44 PM
you can have the whole experience in the morning Tom

Chris:7:44 PM
Starting my shift tomorrow at 10 am

Me:
Is there any point if HTC does not repair stuck pixels?

Chris:7:47 PM
depends on the amount and the location, and t hats what we will be able to determine tomorrow

Me:
Its just that I am very close to the fourteen days in which I can get a refund for being sent a malfunctioning product, I do not want to push that deadline

Me:
And I can just tell you the amount and location

Me:
About five or more below the centre of the left eyepiece

Chris:7:49 PM
You can always use this chat as a reference if you exceeded the 14 days period

Chris:7:50 PM
but anyway I'm asking you to let me run the test tomorrow morning if possible

Chris:7:50 PM
then everything will be clear on what the next action could be

Me:
Why can it not be done tonight?

Me:
And how can I keep a record of the chat?

Chris:7:53 PM
Cuz I'm the only agent on chat now, can't log off

Me:
And the record of the chat?

Chris:7:55 PM
All chat transcripts are saved and linked to your profile here

Me:
Okay

Me:
I would rather this resolved as soon as possible however

Me:
I don't know if the 14 day period can be extended

Chris:7:57 PM
[REDACTED TICKET NUMBER]

Me:
Could this be elevated?

Chris:7:57 PM
I just created a ticket for you

Chris:7:58 PM
Just please come tomorrow here, I will be on chat from 10 am, reach out to me and I will make sure everything is sorted for you.

Me:
I apreciate that this must be becoming tiresome for you, but I'm not really available tomorrow morning.

Me:
Furthermore its quite tiresome to have a device that I paid £750 for, that doesn't function as is intended, yet I'm having to actively struggle to get fixed

Me:
Usually with repairs, companies just take one's word for it

Chris:8:02 PM
I'm sorry about that, well I'm in operation from 10 am to 6 pm

Me:
I don't understand why my word can't just be taken on this for an issue that is quite basic?

Chris:8:03 PM
I'm not holding anything of you Tom, I can simply book your HMD right now

Chris:8:03 PM
but it could be sent back with no fault found!

Me:
Well then I appreciate what you have to say, but it seems the fault as described isn't really in question, its HTC's policy on it makes it impossible to be fixed, which any tests won't change

Me:
Couldn't this just be escalated?

Chris:8:06 PM
we had few cases where we replaced the HMD

Chris:8:07 PM
again will say it depends on the amount and the location of the dead pixels

Chris:8:07 PM
I have explained all possible options for you, you are free to choose

Chris:8:09 PM
But we are running down almost an hour running in circles, so please let me know in which direction you would like to me to assist you with, as I have explained I'm the only agent here now, and can't keep people on the Queue

Me:
I shall try the test tomorrow then, but if nothing comes of it I'll just have to ask for the 14 day refund. How will I be able to contact you specifically?

Chris:8:13 PM
You can ask any agent on chat to be transferred to myself

Me:
Alright, thank you for your patience. I realise this is frustrating for both of us.

Chris:8:16 PM
Pleasure to assist Tom, and don't worry will get this sorted for you

Chris:8:16 PM
Do you have any further inquiries?

Me:
Only if you could tell me the turn around time for repairs as I will be changing addresses soon

Chris:8:17 PM
10 working days at most

Me:
Alright, thank you

Chris:8:18 PM
Thank you so much for your time and kind patience and cooperation. It was a pleasure for me to talk to you and assist you.

Me:
No problem

Chris:8:18 PM
Apart from everything that we discussed by now, may I be helpful with something else to you today?

Me:
No there's nothing else