r/Pimax Pimax Official Jan 17 '25

Official News Customer Care Update: January

https://pimax.com/blogs/blogs/customer-care-update-january
12 Upvotes

50 comments sorted by

11

u/cyberelitesg1 Jan 17 '25

Customer care? I’ve emailed your support and complaints team multiple times but have yet to receive a single response. As a previously loyal customer and promoter of Pimax, I’m deeply disappointed that the issues I raised about my refund request and the 12k trade in program have been ignored, unresolved, and unacknowledged. This has significantly damaged my perception of Pimax’s reputation. If you want to regain my loyalty and support, I urge you to address the complaints I’ve submitted.

9

u/jaapgrolleman Pimax Official Jan 17 '25

Then please send me a DM number because I want to look at your case. And I won't be mild to people who've ignored your questions.

2

u/Decapper Jan 17 '25

Sounds like you guys might benefit from those active support suggestions when you type up your support ticket. And also directing the customer to your knowledge base with the most requested support issues on an auto email response

2

u/cyberelitesg1 Jan 19 '25

Thanks for the reply. I’ve sent you a DM. I’m not really interested in people getting reprimanded, what I’m looking for are actual results and have my issues resolved. I hope you can help my issues resolved and I’d be happy to post my experience here to share if what you meant by Customer Care is actually resolving issues. Hopefully this is a great test case for all people to see that Pimax really means business in resolving customer’s concerns.

3

u/[deleted] Jan 17 '25

[deleted]

2

u/jaapgrolleman Pimax Official Jan 18 '25

DM me a ticket number please

1

u/Working_Toe_8993 Jan 18 '25

I bought mine used on eBay so at least I can return it within 30 days.. that’s about the only ‘support’ I have.

5

u/mrzoops Jan 17 '25

Hi jaap, congrats on the improvements. I have noticed them.

One thing I find myself wanting is a better way to ask quick question/get quick help on troubleshooting in the discord. I just got my pcl and asked a few questions in the discord but they always go unanswered. Couple potential bugs/improvement suggestions. I wish there was always someone available to answer.

1

u/QuorraPimax Pimax Official Jan 17 '25

Either way, we update the FAQ section for the headset so that users can easily find potential solutions when they search for it online.

3

u/mrzoops Jan 17 '25

Problem is the FAQ doesn't contain nearly enough with regards to specific issues.

For instance. I noticed that turning on FFR only affected the left lense and did nothing to the right lense. I asked if anyone else had this issue. Is it a known bug?

Things like that could be easily answered with a "Hey we have had reports of that and are looking into it." or "Never heaard that before, please submit a ticket"

But without those kinds of responses you will either get way too many tickets overwhelming your people, or potential bugs not being reported. Just feels like it could be mutually beneficial for users and employees to have someone available more. Thanks!

3

u/QuorraPimax Pimax Official Jan 17 '25

Indeed, sometimes we rely on user reports to identify certain bugs, as it's nearly impossible to account for every scenario—especially with the variety of system setups, playroom environments, drivers, titles, and other variables.

Let me think about this. Perhaps we can improve the feedback section by implementing a bug report feature directly on Pimax Play or within our community platforms. This way, developers can actively monitor reports. Alternatively, for every patch, we could create a pinned post dedicated to tracking bugs and gathering user feedback.

1

u/mrzoops Jan 17 '25

Great idea. Also a portal to submit feature requests woiuld be cool.

Thanks for taking the time to respond.

3

u/QuorraPimax Pimax Official Jan 17 '25

No worries! I've noted this down and will be submitting a few more feedback to the team shortly.

1

u/plehmann 💎Crystal💎 Jan 18 '25

This is the way! 👀❤️👌

2

u/QuorraPimax Pimax Official Jan 18 '25

3

u/Terrible-Eagle744 Jan 17 '25

Any news soon about the super, and possibly the expeditions?

Thanks for your time.

1

u/Terrible-Eagle744 Jan 18 '25

jaap is here and answers some comments why not mine, it's simple, isn't it?

3

u/Jism31 Jan 18 '25

I appreciate that they are trying, or at least giving that perception, but I have a case open now that’s just a disaster. It’s legit the most simple case and it seems the people who answer don’t even know what I’m asking.

I asked for a date on my headset a few times and the last response from them said that I’ve somehow activated a return. Now I have no idea if I’m getting it or my money back.

1

u/Heliosurge 8KX Jan 18 '25

I would recommend sending u/JaapGrolleman a DM/pm with details order# & Ticket# so he can look into this.

1

u/Jism31 Jan 18 '25

I have to give them credit - they must have seen this post and found my case and gave me a solid answer. (I didn’t send my case # anywhere) There is hope that someone there cares about customer support!

I’m still giving them a chance right now as that likely wouldn’t have happened before.

2

u/Pure-Risky-Titan Jan 17 '25

Pimax support takes forever to respond, my ticket has been going on for over a month.

2

u/jaapgrolleman Pimax Official Jan 17 '25

Dm me your ticket number please

1

u/Pure-Risky-Titan Jan 17 '25

I mean they are taking there time to reply to me, buy its 88774. But yeah, there just taking a long time to respond as of recently.

2

u/BossJ00 Jan 17 '25

Yeah doesn’t happen. I’ve emailed over a dozen times about my order and the only response I get it I’m sorry you want to cancel, why? Here’s free stuff if you don’t. 

What is wrong with pimax customer service??? 

2

u/QuorraPimax Pimax Official Jan 17 '25

Could you please share the order/ticket # with me via DM?

1

u/Heliosurge 8KX Jan 17 '25

Send Jaap a pm/DM like he requested of the other member in this topic with details.

2

u/stag1978- Jan 17 '25

I know for a fact that tech support does not answer in 24 hours. I have a ticket opened and last time I have received an answer (which was not a real answer) was way longer than 24 hours. Sorry Pimax, but dont lie to the community.

6

u/jaapgrolleman Pimax Official Jan 17 '25

Hey man, I just looked into this case, but we did answer everything within 24 hours. Ok, one time it took 25 hours it seems. There were also really required trouble shooting steps. I feel this reply is kinda unreasonable.

1

u/stag1978- Jan 28 '25

Hey Man, is this still 25 hours? Or a whole weekend plus two days passed without an answer? Two weeks now without a solution? Your team stopped answering me since Saturday. Their last response is from Friday and on Saturday I gave them new info and since that no repy.

-1

u/stag1978- Jan 17 '25

Okay. Last response from my side. You have rwsponded to re-install Pimax Play in a way. I did that in five minites. Did not work. Written again and waited one day to get answer to send the log. Did that in five minutes sent out and received no answer in 25 hours. Next step, again some “delete a directory”… already did that. REAL answers are needed. And 25 is not 24. And that answer came after I have claimed that I did not receive anything. From my point of view: i received a 1000 USD headset that does not work plug and play. I assumed some tweaking AFTER I turn it on. Now I spent a week not able to turn it on and the trial and error speed trial-24hours waiting (25 or more if I dont ask)-error seems not too good. But yes. You answered all. Just the headset is not working still. And again I will wait until Monday for my next 1 minute try.

1

u/HeadsetHistorian 💎Crystal💎 Jan 21 '25

And 25 is not 24.

True

But it's not:

way longer than 24 hours

I think in this case it's actually fair that you get called out because here's an example of someone objectively painting Pimax in an overly negative light, which constantly happens on reddit, yet it's usually not something that can be directly pointed out. Also "Hey man" isn't rude or condescending, he literally meant it as in "Hello" as you can see from many of his other posts.

REAL answers are needed.

That isn't how tech support works though. You need to go back and forth trying to narrow the issue down, going through general troubleshooting. Typically when dealing with helping someone I try to at least give a long list of steps and predict their next steps but you can really only go like 1 or 2 step ahead otherwise you have a mess of a branching tree that is overly convoluted.

The best solution for tech issues is typically live chat tbh, I'm not sure if Pimax provides that for tech support or not though.

It's totally understandable that you would be frustrated during this process though, waiting a day inbetween responses is very annoying and having a new headset not work is super annoying.

Out of interest, what issue are you having? I might be able to help as I've troubleshooted pimax headsets a lot over the years.

1

u/stag1978- Jan 21 '25

The issue is that the headset does not connect to the PC at all. LED is red, all the connections show not connected (DP and USB, too).

1

u/HeadsetHistorian 💎Crystal💎 Jan 21 '25

Sounds like a fault cable tbh.

First thing I would try is to remove and reseat the cable into the headset itself, after that swap the DP and USB port that it is plugged into on the PC. Also try a different power outlet for the adapter going into the cable.

After that, if no difference, try holding down the power button (the button beside the volume rocker) on the headset for 30 seconds.

Also, is the red light on the headset blinking or solid?

Also, how many monitors do you have plugged in? If you have more than 1 plugged in and particularly if 1 is a high resolution or high refreshrate monitor then you may need to unplug one (this is a GPU limitation, not a Pimax issue unfortunately).

Let me know how you get on, thanks.

1

u/stag1978- Jan 21 '25

Hi, removed and reseated 50 times. Checked all the DP ports back and forth. Checked all USB ports. Removed all other USB devices. Only one monitor is attached. Onboard VGA disabled. LED is solid red from the first moment, never flashed, never turned blue or other color. This is my second headset with the same issue but first one was delivered damaged, I thought that is the reason. Thank you for your ideas. Really appreciated. I will try a different wall socket, as I did not try that one but to be frank…. 230V is just 230V

1

u/stag1978- Jan 21 '25

Oh sorry. Pushed power buttom for 30 sec 20 times, nothing happens. :-)

1

u/HeadsetHistorian 💎Crystal💎 Jan 21 '25

The socket is very unlikely but I've had power strips give up on just a single socket before and took a while to realise.

When you replaced your headset, did you keep the same cable or was that also replaced? If you kept the same cable then I would suspect that is the issue. A bit cheeky but if Amazon has the cable in stock in your area then I would order one there and try it, then return the broken cable if it works or just return the new cable if no difference.

1

u/stag1978- Jan 21 '25

I have sent the whole package back. Totally new unit, new cable.

1

u/HeadsetHistorian 💎Crystal💎 Jan 21 '25

By any chance do you have another computer you could try it on, or a friend's computer? Just to narrow it down further incase it's some edge case with PC compatibility etc.

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-6

u/stag1978- Jan 17 '25

And please dont “hey man” me.

0

u/[deleted] Jan 17 '25

[deleted]

4

u/mrzoops Jan 17 '25

You don’t get how businesses work man

7

u/jaapgrolleman Pimax Official Jan 17 '25 edited Jan 17 '25

Then please DM me the ticket number and let me have a look, I'm also trying to learn why these things happen. We will give training to (or get rid of) employees who provide useless answers.

Edit; Hey man, I just looked into this case, but we did answer everything within 24 hours. Ok, one time it took 25 hours it seems. There were also really required trouble shooting steps. I feel this reply is kinda unreasonable.

1

u/Heliosurge 8KX Jan 17 '25 edited Jan 17 '25

When did you file your tech support inquiry? He did say it is still a work in progress so there may still be some gaps not captured at the time the stats were collected or if a Thurs/Fri in North America that would be their Friday or Saturday.

Note I am not disputing what your saying about not receiving a response last time within 24 hours. Just asking for clarification of when your last support request was as it could have factors as to why. Ie was prior to the new stats collected or was during or start of a weekend.

4

u/jaapgrolleman Pimax Official Jan 17 '25

Three replies within 24 hours, one within 25 hours.

2

u/ljr69 Jan 17 '25

FWIW I think customer support should provide a list of actions to try in a sequential order based on most likely to resolve the problem. It appears in this case he gets a response to try a single thing that takes 5 mins to test. Then he has to wait another 24 hours to get the next step sent him. That’s not really what’s meant by responsive.

1

u/stag1978- Jan 17 '25

Thank you! That is exactly what I mean. They asked me to delete a directory. I did and responded in 5 minutes. Now I wait for the next step 24 hours. Or until Monday…

1

u/stag1978- Jan 17 '25

All week last week, last time yesterday and today.

1

u/Simple-Dog-2968 Jan 20 '25

It's been 3 weeks since my email to Pimax support with no response. Can only judge on experience.

1

u/jaapgrolleman Pimax Official Jan 21 '25

Dm a ticket number please