I received my free next gen XR Adapter (Ultra) - Excellent customer support (Ruby)
This report is only about the handling of this free upgrade with Viture customer support.
Another post will follow in a few days after testing this new XR Adapter Ultra.
So:
End of March 2026, I bought Viture Luma Ultra and the $69 XR adapter on Amazon (Europe).
Obviously, I soon realised this charger did nothing more than charging the glasses while streaming from my iPhone 17. And this Viture channel made be aware there was an upcoming next gen XR Adapter "Ultra".
In early August 2026, Viture announced the new XR Adapter "Ultra" was finally ready ($89 on Viture Website). So, I wrote to happycustomer@viture.us to request the promised free upgrade to the Ultra Adapter.
If you check my reddit handle, you will see I am a very honest poster, disclosing all pro's and con's. However, in this particular case, I am nothing less than amazed by Viture customer support team, and it is only fair to congratulate them for outstanding customer support.
- I mailed Viture on Sunday 2 August, and had a reply the same day (Sunday).
- It took a few easy mails to confirm everything, because I bought via Amazon, so they needed proof of purchase.
- I was transferred to a Viture / Amazon team. My contact person was Ruby. She was absolutely perfect, keeping me in the loop of every little step, with perfect English proficiency, plus very kind and professional attitude. To my delight, she quickly confirmed everything was ok.
- The XR adapter was shipped by Viture on Friday 8 August from China, and Ruby sent me all data to access the tracking system, which was very complete.
- The transit time lasted 10 days to Western Europe (most of the travel time was in China). Once on the plane everything went fast.
- I got delivery this morning at home, in Belgium (Western Europe).
- All free of charge, including shipping, transport and possible tax stuff.
- Perfect customer support, packaging, tracking, delivery.
- I did not have to send the old one back. Viture didn't ask for it. It is useless to me now anyway, but obviously sparing the hassle to send it back is nice. Thanks for avoiding me this little trouble, Viture.
From my very first mail (August 2) to home delivery (August 19) : 17 days (including two weekends).
Thank you again, Viture team. Special thanks to outstanding Ruby. 5 Stars *****.
Here is a picture of both adapters. You see the mention "Ultra" on the right hand box.
The new adapter (the blue one) is a bit bigger than the old one.
Will send another post, in a few days, after testing.
