My 14 year old brother who lives 2,000mi away was so excited about VR. He wanted to build worlds in VR. To support his excitement and help him learn computer programming I purchased an Alienware laptop and a brand new HTC Vive headset and shipped it directly to him.

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My mistake was I purchased it directly from HTC Vive's website. Within a few weeks of using it, tracking cut out constantly, and controllers didn't behave correctly. We troubleshooted it over the phone. HTC said he had to send the headset and that the issue was not with the trackers (I disagree). After 4 weeks and constantly nagging they sent it back the .headset "repaired" Of course it didn't work when we received it. After another 2 weeks HTC said he needed a new headset cable, and they said they mailed it. They won't provide a tracking number. That was 40 DAYS AGO. He cannot open a new ticket for support until that item arrives, which it never will. I spent $40 and bought him a new cable from Amazon. Of course the tracking still stops after a few minutes, and does so on any computer we test the vive on. It's not the software. It's the trackers.

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This is ridiculous. I regret purchase it. The entire time he's own the headset, HTC has had it or had it not working. Nobody seems to give a crap that he has a lemon headset. He hasn't been able to use VR. It's just $600 thrown into the wind.

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Who do I have to escalate this too? I'm considering using my contacts at UploadVR and in the industry to put them on blast. It's even more infuriating because I'm 2,000mi away and have a busy day job as a software engineer, and don't have time to spend all day bugging HTC support to replace it.

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How does everyone deal with this?