Can you trust the HP Reverb G2? Probably not…

HP is selling its Reverb G2 VR headsets and delivering them in two days, but if you are unlucky and need to replace the unit’s cable, which is REALLY BAD, it can take months. That’s something to consider when buying the headset.

Let me say this right at the start: the HP Reverb G2 is the best VR headset available now… until you have problems — and hey, that’s not difficult — and discover HP does not care about your problems.

If you’re into any type of computer simulation, be it car racing, airplane or spaceship flying, a PCVR is your best bet, especially if you don’t want to give your data freely to Facebook and buy a Quest 2. Even then, I would say that the Quest 2 is second-class, while the HP Reverb G2 is the best choice. Or, shall I probably say, it would be if it wasn’t for the company behind the headset… HP.

HP does not know, apparently, they are selling VR headsets. If you look at their technical support webpages, you’ll find no mention of anything else than printers, computers and similar items. In fact, some of the people you may talk with at HP — if you ever get to do that — don’t even know what you’re talking about when you mention you’ve a problem with your VR headset… That’s a bad starting point for anyone who needs to get back to HP because of things gone wrong. And believe me, they will.

My story is not much different from what I read most people have gone through. Yes, there may be some influencers and others that praise all aspects of HP’s policies, but the common consumer will, if something fails, discover that HP simply doesn’t care. I am one of those who preordered the headset in early August. We’re all buying something that no one — but some influencers — had yet tried, but I believe those who preordered wanted to believe the HP Reverb G2 was a decent upgrade from whatever VR headset they were already using. Having owned the original Rift and having a Rift S around, the specifications offered by HP convinced me.

The launch of the Reverb G2 was a complete disaster. The initial promise of a September date was moved on to October, then November and then… no one could find an answer, not even HP. The worst thing was that when the first headsets were available, the preorders were simply forgotten and HP started to sell the headset at new clients, forgetting that those who had preorders were the hardcore users, those who had said “yes” even without knowing what they were buying. It was a first sign of bad things to come.

The cable is an alpha prototype and you’re the guinea pig

My headsets arrive on the last day of December. I write headsets because we ordered two, both to use in simulations but also professionally, as we need the headsets for our editorial coverage in areas that go from Virtual Production to Lidar, and include a variety of software, from experiences accessible in VR to other apps. So, it’s crucial that both systems work. Well, one of the headsets worked for two weeks and then started to cause a series of errors. It took me almost one week of trial to discover the culprit: the cable, which is the worst thing I’ve seen for reasons that I explain here. Still, it’s apparent that HP does not want to accept the fact, and, what’s worst, will delay the replacement of the cable beyond what’s acceptable. The HP Reverb G2 costs now in Europe close to 800 €, but having a cable replaced can take months, according to some users who went to reddit to complain. In fact, it’s there you’ll find thousands of comments that reveal the extent of the problem.

From my experience, the cable is the cause of many of the problems users will have with the HP Reverb G2, although there may be other problems, some of which will be revealed as more users try the headset. Because we have two headsets, it was easy to see that the problem was he cable: as soon as we used the cable from the headset that was working on the other headset, everything went back to normal. It’s a broken cable, because the cable is so bad — and quality control is nowhere to be seen — that it breaks. One more note: the broken cable is from a headset that is used exclusively for sitting down sessions.

So, with a broken cable, my experiences with HP started. First I was sent a replacement cable from North America, which arrived in 48 hours. My whole week without VR headset was about to end, I imagined, but I was wrong. The replacement cable lasted less than six-hours of use, confirming what I suspected: HP’s quality control is nowhere to be seen. I’ve written about this first encounter with HP in one article you may want to read, HP Reverb G2: a great Virtual Reality headset… when it works.

HP does not know what it’s selling

Now, for the second part of the adventure, I am just a normal consumer asking HP in Europe to replace a cable that is defective. The ordeal started with HP’s webpage, which are apparently designed for you to give up before ever reaching support. Again, many stories in reddit reveal a similar experience worldwide. It was only by change that I came across a phone number that got me in touch with support at HP in Portugal. It wasn’t the right place, but the person on the other side of the line gave me two contact numbers, and that was how I managed to reach technical support.

HP’s support asked a lot of questions — if I was using the plastic clip, if the cable was well seated a.s.o. — that did not help much as I know, from experience, that the problem is the cable — or its lack of quality. That first contact was on the 4th of February, and I was also asked to send a few pictures of the cable, the headset serial number and the invoice, which I did immediately.

The following days HP support got back to me with more questions and on the 11th of February I received an email from HP Spain, asking for my phone number, which I did send them, although it was a strange request, as HP Support already had the number. Then another email, the same day, stated that due to a delay the replacement cable was expected to arrive on February 15. I had not received any information about a delay, so I was somehow surprised, but happy that I only had to wait a few days.

Send as your invoice again, HP says

Well, I should know better. Surprisingly — or maybe not — on February 12 HP Client Support — Portugal — got in touch to ask me to send them photographs, serial number and the invoice for the headset…. AGAIN. Yes, they told me that they needed that so they could go forward and study the situation. STUDY THE SITUATION ONE WEEK LATER? After having emailed me stating the cable would arrive on February 15? I told them they already had all those documents since February 4, but still I sent them what I was asked, as it sounded as if not doing so could delay the situation even further.

The 15th of February arrived and went. On the morning of February 16th I emailed HP support asking for information and had no reply. Then on the 17th I used the only phone contact I had, from HP Technical Support, to ask about my case. I was told it was with HP Client Support and they were studying it, and I told them I was not happy with the situation. Because of my contact yesterday, I believe, I was contacted today, by someone who told me that my cable is delayed until March 2. I’ve been without a cable since the 18th of January. The odyssey continues.

I was told by HP that they do not have replacement cables, but that’s a lie, in fact, because the company is selling headsets and delivering them. One user asked on reddit, “Why is the backorder for a replacement cable 2+ months, but you can get a brand new entire headset shipped to you in under a week?”. Another user noted that “Replacement part backorder longer than the entire return window is unacceptable. At that point, you start sending those new packaged units out as replacements” but that’s not what HP is doing.

HP has cables, but only to sell headsets, not to replace broken ones

Just to confirm this, I asked a friend who wanted to buy a VR headset to order the HP Reverb G2 from Amazon Spain on February 16, 2020. The headset arrived on the morning of the 18th of February 2020. The same day that HP told me that I will have to wait for a replacement cable for a headset that only worked for 18 days. That’s how much HP cares about its clients. I feel like returning the two headsets and telling people to go elsewhere, because HP is not a company you can trust.

Today, February 23, HP got back to me telling that they tried hard but could not get a cable, and the only thing they can do is give me the money I paid for the cable, a clear indication that they don’t understand what they are talking about. It’s like a ship of fools! This is the company you have to deal with if something goes wrong with your HP Reverb G2. And believe me, due to the bad quality of most of its components, it surely will…