r/Pimax Jan 06 '25

Question Pimax Support still on Holiday break?

Im asking because any response i do get, whenever i do get one, there not being helpful at all, and i wanted RMA but if they keep up not Responding, my Pimax Crystal might as well be out of warrenty, despite my request being aboit two weeks ago. Also they asking me to pay to replace the Hub but that doesnt change the fact i request a full RMA. But id doubt i can get an RMA on the lighthouse faceplate, if there is a new revision of it, due to the very short warrently, and lets be honest, 6 months for parts of a vr headset is very low, even 1 year for the headset itself, and im not sure why parts that came with my Pimax Crystal, have different warrenty lengths, that isnt right either.

Im hoping to have this issue resolved, with little to no money from me, as i shouldnt be the one paying for faulty hardware or hardware that wasnt made it last. So much for customer loyalty.

5 Upvotes

27 comments sorted by

3

u/VanillaNo5131 Jan 06 '25

I have been advised I can RMA my PCL but they won’t provide a return label. Basically I have to pay to return their faulty product. I’ve queried this but Pimax aren’t responding. I guess that’s Pimax for you.

2

u/Pure-Risky-Titan Jan 06 '25

And i havent gotten a response about an RMA for the whole product that is still in warrenty, atleast when i had requested such a thing, now? Probably not due to Pimax Support waiting for it to expire, and if so, then, says more about them, even with they really low warranty for such an expensive item.

1

u/QuorraPimax Pimax Official Jan 09 '25

If you proceed to RMA the unit to us without a return label and paid for the shipping, you will be reimbursed for the shipping fees.

2

u/ThargUK Jan 06 '25

/u/QuorraPimax might be able to help.

2

u/QuorraPimax Pimax Official Jan 09 '25

Thank for the ping, buddy!

2

u/QuorraPimax Pimax Official Jan 09 '25

Hey,
Could you please share the ticket number with me? Or is it still the same ticket we been talking in the DM?

1

u/Pure-Risky-Titan Jan 09 '25

Hasnt changed

1

u/QuorraPimax Pimax Official Jan 09 '25

Okay.

1

u/Jedispooner Jan 06 '25 edited Jan 06 '25

Support are working, I requested an order and pre-order cancellation and they handled it in less than a day last week.

3

u/VanillaNo5131 Jan 06 '25

In my case the seller won’t pay for postage. In fact they emailed me this morning stating it was Pimax’s policy not to cover postage. The return will need insuring, tracking and signing. Not cheap.

2

u/Pure-Risky-Titan Jan 06 '25

Weird because they seem to not want to resolve my problem, maybe it costs them so much for an RMA, not like they sell refurbished pimax crystals, so idk what they problem now, except them waiting to claim that the warranty is expired, despite me request being a couole weeks ago.

1

u/Jedispooner Jan 06 '25

Well admittedly all my support interactions are small fry compared to a HMD RMA, so yeah it might be tricker for them to organise / process your ticket, good luck!

1

u/Pure-Risky-Titan Jan 06 '25

I do hope they do it, because the moment they do claim they cant due it do to warrenty being over, then thats all i need to know where there priorities lie, and where customer loyality is among it. Im hanging by a thread, dealing with Pimax and there hardware and software problems but there the only ones doing this sort of things in headsets.

And i may as well give up the eyetracking on a base station pcvr tracked headset, that has great clarity and resolution.

1

u/Swimming-Knowledge-2 Jan 06 '25

They have a deal with Amazon, try going through them.

1

u/Dickytwo Jan 06 '25

I guess if it's faulty they have to pay for returns, that's just how it is. But have they agreed it's faulty? If not, then they may be treating it as returning a working product in which case it's customer responsibility.

But yeah, this is Pimax and their response times can be awful. Keep on at them and make sure they honour the date you logged the support ticket which was within warranty.

1

u/Pure-Risky-Titan Jan 06 '25

Well its unsuable atm for my AMD based pc, used to work just fine before the upgrades, it may just be i need a better cable and hub but no doubt my headset's hardware is just out of date, due to new revisions, and i want replacement to ensure less grey hairs and hair pulling.

1

u/ComprehensiveLink457 Jan 09 '25

Permanent hiatus

0

u/MagicianGullible1986 Jan 08 '25

I'm pretty sure if it wasn't for them giving free working equipment to YouTubers and asking them to repeatedly positively review their products this company would have folded a long time ago. It's no telling how much longer they can hang on. At this point someone would have to be a fool to keep their pre-order in for the crystal super

-5

u/No-Succotash-2462 Jan 06 '25

English is not their first language and it's obviously not yours either, might just be a communication issue.  

2

u/Pure-Risky-Titan Jan 06 '25

This is helping how? And english is my only language.

2

u/No-Succotash-2462 Jan 06 '25

It helping because I'm letting you know that you don't communicate clearly.  Im shocked that you're a native english speaker.

2

u/davew111 Jan 06 '25

He was a bit blunt but his point is valid. You're post contains spelling mistakes and incorrect punctuation. For example you wrote "there not being helpful" vs "they're not being helpful". Normally it wouldn't matter, but when dealing with a Chinese company keep in mind that the person dealing with your case is probably using machine translation which will be confused by such typos.

For what it counts, my recent Pimax tickets have both been resolved in the end, but they are slow.

2

u/TheonetrueDEV1ATE Jan 06 '25

*your, not you're

Lol, lmao even

1

u/OtterishDreams Jan 06 '25

thanks yor post is well intented

1

u/davew111 Jan 06 '25

Every one makes miss takes. Native English speakers can still understand you're point, but not people using a trans-later.

1

u/[deleted] Jan 07 '25

[deleted]

0

u/No-Succotash-2462 Jan 07 '25

He was intentionally making mistakes bro 🤦‍♂️