@Matthew.Xu , I’ve sent you emails and updates to my support ticket for the RMA of my 5K XR almost every day for the past week now and I’ve heard nothing back.
Can you please give your attention to my ticket as soon as possible as the RMA has been in the UPS depot in Shanghai for over a week waiting for the paperwork that you supplied to be rectified!
@Matthew.Xu I also have the same problem.
My ticket number is #18617
Thanks in advance.
@HighwaymanEd @TheKingslayer_nl
I am sorry for the inconvenience.
Due to a consignment of headsets returned to Shanghai at the same time, and one of them was examined by the customs. We are contacting UPS supplementary materials to clear customs.
Please rest assured that this will not affect your replacement.
I have applied for a new replacement for you. I’m sure it will be sent out soon.
Please understand the questions that the tickets didn’t reply in time.
The new colleague is still studying, and I still have a lot to tell her.
Thank you very much for your support.
@Matthew.Xu Same here (#20057) - 11 days in UPS Shanghai warehouse. UPS told me that customs was cleared/relased 25th of November and now my shipment is just awaiting your instructions.
Also I asked you via email some question regarding my replacement 3 days ago.
Hope to get answer soon. 
@Matthew.Xu I’d dispute that it hasn’t affected our replacements… They haven’t been sent yet!
It’s hard to say that the main reason is that the approval is not completed and the replacement cannot be delivered.
I rush the approval process. Thank you for your patience.
Sorry Matthew, but I’m all out of patience, and this just sounds like more excuses.
Maybe this is a translation issue, maybe it’s an understanding issue, but despite raising the original support ticket (for this faulty headset) in September, providing screenshots, videos and explanations of what is happening with the dead pixels, having more than 20 messages between us about this being the 3rd headset to have failed in 6 months, and gaps of sometimes weeks between reply’s on Pimax’s side, then returning the headset to Pimax in Shanghai only for it to be held by customs because the paperwork supplied by Pimax is incomplete… Despite all of that, your saying that my replacement has not necessarily been delayed because you as yet do not have approval to replace it?
Tell me, when exactly would you submit the request to have a headset replaced? Typically, I would have thought this would have occurred during the triage phase of the ticketing, no? Maybe when the RMA is authorized then, no? OK, so if you do need to actually have the faulty device in your hands before you can apply for authorization to replace it, would the delay caused in the shipping not have caused the delay to the approval to replace it then?
I know that I’m being passive-aggressive in this post, I know that English is not your first language and the subtleties of the language can be difficult, I know that it is pretty much you, and only you providing support for all customer complaints, which is ridiculous, but if working with Pimax support has taught me anything over the last 6 months, it’s been that being a nice guy and waiting patiently for replies in the support system gets you nowhere.
As such, replace the headset or give me a refund. I expect the replacement here with me in Australia before Christmas, if you can’t make that happen, let me know and I’ll raise a dispute with my Credit card company to state that the product purchased was not fit for purpose and despite 3 attempts by Pimax to get it right, they’ve failed to do so.
Dear Matthew,
When do you send us the new 5kplus headset?
Hi Ed,
The attached screenshot is the notice sent to me by UPS just now that your package has been inspected by the customs.
I try to translate it into English.
This is really no excuse. We are actively communicating and solving the problem of clearance.
Thank you for your understanding and support.
What’s your order number, please?
Matthew,
I’d ask that you please read and respond to the support tickets that I have replied to this morning as sent by Elena( you were cc’d in my replies). I’m not going to post publicly what she sent, short of saying that I am absolutely insulted and shocked by the complete lack of understanding, and the disrespect shown to a customer that has experienced 6 months worth of constant issues since 4 days after receiving their headset.
I hope that she misunderstands what she is offering as a solution to my problem.
I’m a backer please check my ticket number #18617 you have all my information.
I’m sorry, Elena is a new colleague of the service team. She may misunderstand your case.
Please don’t worry, I will go to your ticket to deal with your case. Thank you for your support.
Matthew,
Please reply here or on the response to my Ticket. I just want this sorted as soon as possible and I want my headset replaced before I have some time off at Christmas!
UPS are stating that despite repeated attempts by the Shangai warehouse to contact Pimax and resolve the shipping errors, that they have been unable to contact ANYONE and would like to know what to do with the package.
I was already warned once that if they were unable to deliver the package by the 13th of December, that it would be disposed of, or returned to me in Australia and I would be issued with an invoice for the return shipping.
Hi Ed,
I sent you an e-mail screenshot yesterday and your return headset was forcibly inspected by the customs.
We are handing over the information required by the customs.
Please don’t worry, we are dealing with it. Thank you.
I am in the same situation , UPS will send my shipment back to Poland and charge me extra fee if Pimax do not collect it. It almost 3 weeks in Shanghai UPS wearhouse. Customs was cleared in 25th of November.
#20057
@Matthew.Xu
Thank you for the reply. It is confusing when the two companies involved are giving different information, so you can understand my concern. I also forwarded your screenshot onto UPS in Australia and asked them to look into it.
So when can I expect my replacement, will it get here before Christmas?
Hi Ed, We have submitted the documents to the customs today, and now we are waiting for their reply.
Once customs clearance, the team will apply for a new replacement for you. I think you should be able to receive the new one before Christmas if there is no accident. Thank you very much for your support.
Your package has been cleared successfully and will be sent to us tomorrow. Thank you for your patience.
So I see the RMA’d headset didn’t clear customs today. Let me clarify something, you’re saying that as soon as I see the UPS notification that the headset has cleared customs, the team will apply for my replacement, correct?
A couple of questions.
I don’t understand why I’m waiting for the headset to clear customs in order for you to apply for a replacement. Waiting to take delivery of it, and check that it is faulty I would understand, but just clearing customs makes no sense to me. Maybe it’s just another thing that doesn’t translate properly.
Further to this, again, as this is my 3rd RMA, why do I have to wait for all of this to happen AGAIN. I think by now that you should be able to trust that I return faulty headsets to you when I say that I’m going to, and there would be absolutely no point in RMA’ing a 5K XR that isn’t faulty when what I’m asking for is a 5K XR…
Taking all of the time into consideration that I have waited for an RMA’d headset to be returned to me, I’m now at almost 9 weeks waiting for RMA’s to be sorted out out of a 6 month period. I waited for the first unit to be replaced after I shipped it back, then the next unit to be manufactured after I’d shipped that 2nd unit back because you didn’t have any in stock, and now here with the third RMA, and I’ve been without a headset for over 3 weeks again whilst you sort out your own problems with customs… All the while, communication has been patchy at best until you complain in a public forum, and stressful for the customer.
I’d thought when you sent me the UPS label this time, that you’d taken a lesson or two from Oculus or HTC on their warranty process and that it was for once going to be hassle free and fast (Oculus replaced my faulty Rift CV1 within 5 business days from Hong Kong)… How I was mistaken.
