Facebook’s Oculus and HTC are tasked with shipping a new class of consumer technology to an untold number of early adopters who are highly anticipating the moment when they can enjoy PC-powered VR in their home.
Home VR is the first major new consumer technology launch in years and the first few companies launching products aren’t necessarily household names, at least when it comes to electronics. The Rift from Facebook and Vive from HTC contain components used in new ways, pushed to new thresholds and, likely, sold in larger numbers than ever before.
So, faced with unknown demand for devices which end up costing well more than $600 or $800 after taxes and shipping, HTC and Facebook are trying to keep up with fulfilling pre-orders.
Enthusiasts have little more than an email and a multi-week window during which to expect a massive charge to hit their credit card or bank account. In anticipation, pre-early adopters can only refresh websites, rearrange furniture and stare off into the void of reality.
Facebook is offering free shipping on the earliest orders to compensate for a component shortage that slowed product output. Sony says it held off releasing PlayStation VR until later this year so it could better meet demand. Since orders started going out this week, HTC is now addressing “multiple issues” related to shipping.
HTC says “your Vive system will be shipped in the month noted in your order confirmation email.” For what it’s worth, my confirmation email states “we will start shipping April 2016.”
Below are additional answers from HTC’s new blog post. I’m copying the text here in case it changes in the future so there’s an easy record of the differences. HTC notes “we will update it as frequently as we can in order to keep you informed on our progress.”
When is my expected delivery date?
Your Vive system will be shipped in the month noted in your order confirmation email. When your purchase has been completed and your order has been shipped, you will receive a separate shipment notification email, which includes a tracking number.
Are orders being processed and shipped for PayPal users, but not credit cards?
Both credit card and PayPal orders are currently shipping. There is no difference in order fulfillment based on the payment method used.
Are orders processed and shipped in the order received?
We have a first in, first out policy for Vive order fulfillment. There were a small number of orders at the beginning of April that were processed out of sequential order. However, we have corrected the situation and all future shipments will be sent in the order in which they were received.
I paid for express shipping, but I received economy shipping. Why?
We will be issuing a refund of the shipping cost difference to all customers who paid for express shipping but received economy shipping. We apologize for any inconvenience.
Is HTC communicating with customers affected by order processing issues?
We are contacting customers affected by order processing issues through multiple channels – directly with customers and through updates on the blog here.
What do I do if my order has been delayed?
Vive order fulfillment is on track without delays, so you don’t need to do a thing. Pre-orders began shipping on April 5th, as originally communicated. You can check your order confirmation email to find out when your order will be shipped.
I was charged, but didn’t receive my tracking information. Why?
PayPal payments are made immediately at the time you order, but shipment occurs according to the order in which all orders were received. Credit card payments will place a temporary hold on the funds until your Vive has been shipped. Either way, you will receive an order confirmation email first, and a separate shipment notification email with tracking information when your order has been shipped.
How do I get my bundled content?
Your bundled content will arrive via an email containing a redemption code within 24 hours of your Vive shipping.
