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.
- Do you mean, as soon as the item clears customs and is received by Pimax?
- What exactly do you need approval for, wouldn’t you have sought this when you authorized the RMA?
- How long will it take for the approval to replace the headset to be?
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.