I have some special news for you. I’ve responded to you in ticket.
Thanks, but I don’t believe that the word special is translating properly, my interpretation of what you offered me is “Insulting”.
In the interests of helping the community understand the returns process, Matthew explained the following to me, and I’d suggest that this is added to a sticky topic by the forum manager so that customers know what to expect with the returns process, ideally with an expected time line for how long each part should take.
Pimax will inspect any headset returned under RMA before applying to have the headset replaced if it is deemed necessary. Being issued with an RMA is not a guarantee that you will have your headset repaired / replaced it seems.
As for the customs clearance that has dominated this thread, this is completely irrelevant to the RMA / replacement process, it’s just become the focus of this thread because that is the current stumbling block that Pimax are experiencing with all of the returns going to Shanghai.
And so the drama continues…
Maybe it’s time to start the dispute with my Credit Card company after all…
3 Likes
I have also received this notice, and I have contacted UPS. They will confirm it for me. Please don’t worry.
Friday the 13th 
I had more luck , after 3 weeks in UPS Wearhouse in Shanghai they delivered to Pimax.
3 Likes
My headset was also 3 weeks in the Ups warehouse in Shanghai. And Pimax received it yesterday. Today I received a mail from Matthew that they send me a new headset somewhere next week.
2 Likes
@HighwaymanEd @Yata_PL
Do you know, why the headsets are not delivered to Pimax and instead left to rot in UPS warehouse? Normally, I would expect the carrier will deliver the package to the final destination address (i.e. Pimax). Or did you send them to the warehouse when you posted them?
@risa2000 The shipping was organized by Pimax in my case, but Pimax never specified a contact person, email address or telephone number so when UPS contacted me because of a problem, they stated that they needed the contact details for someone at Pimax. I asked for this every day for 7 days in a row, but Pimax support failed to answer my tickets or emails.
Eventually, Pimax support answered me after I made this post and as you can see, said don’t worry we are dealing with it. They never supplied the contact details for me to pass onto UPS, but claim that everything is OK with my package…
Apparently, there have been a lot of RMA’s and they’ve been held by customs in Shanghai, and that is where the delay is.
1 Like
My wasnt held by customs - was cleared 25th of November and waited in UPS Wearhouse almost 3 weeks for Pimax reaction.
1 Like
I’m having issues too, though the problem for me is mostly with UPS and not with Pimax. It so far hasn’t even left my country, constantly bouncing around in limbo with issue after issue. I wouldn’t be so annoyed if we could already have our replacement headset… But apparently it can’t be sent before the RMA is received 
that is too bad.
Wythe Huang checked my headset remotely and decided I need a replacement. At that point, now months ago, a new one should have already been sent. I know it is Pimax’s company policy to send a replacement only when the RMA is received but this is bad practice, when it is certain the first headset is broken.
As stated in the support tickets and emails, I am worried. I am worried because all Pimax seem to do is tell me ‘Do not be worried’ but don’t seem to actually do anything.
UPS have confirmed to me via email on Monday that the package has indeed been ‘abandoned’ and they will not be making any further attempts at resolving the issues and delivering it. The package will now be in the UPS Shanghai warehouse where Pimax can visit and resolve the issue within 3 months and collect the RMA themselves, but after that 3 months has passed, the package will be destroyed.
I have lost any patience I had, and offering a voucher for HALF of the value of the headset so that I could “Upgrade” to a headset that won’t be shipped until next year, whilst the original headset is still under warranty instead of a replacement is insulting.
As Pimax seem to be unable to resolve their issues with customs and or UPS, and have had 3 attempts at fixing this over 6 months, I have lodged an official payment dispute with my credit card company this morning on the basis that I have never received what I paid for. A fully working Pimax 5K XR.
2 Likes
They offerd me the same deal but I choose to get the 5k plus. @Matthew.Xu told me that they will send me a new 5kplus headset this week and get a tracking number. Is the shipping Stil pland for this week?
Same thing here, I admit that I did ask way back in September when I first opened the case if there were any options to pay the difference between the 5K XR and the 8K X to upgrade, thinking that I’ve only had a working headset for 4 days out of over 6 months, surely that’s not too much to ask given that this would be my 3rd RMA. After it was made clear in the Pimax Day 2 by Kevin that this would never be allowed, I just asked to have my 5K XR replaced and have been consistent with this request ever since.
This however seems to be where Chinese and Western cultures differ. Pimax seem to take the stance that they are doing us a special service and being generous to us, just by honoring a warranty, and we should be incredibly grateful for this. As any American, European or Australasian will know reading this, having a faulty unit replaced under warranty in our cultures is the absolute bare minimum that a company should be doing for us, and in the case where a customer is on their 2nd or 3rd return, there would be compensation for the inconvenience involved, not increased delays.
After I posted the message earlier stating that I have made a credit card dispute (which I have), Pimax contacted me via my support ticket to say that all of the procedures required to ship a new headset are complete, and that I will receive a tracking number once it is sent… I’ll believe it when I see it, the payment dispute stands until I have a fully working 5K XR in my hands.
1 Like
Dear Matthew,
You promised me that you send me the new 5kplus headset last week. Could you please give me a update when you send the headset? My ticket number #18617 @Konger
I’m sorry for the inconvenience, I am waiting for the RMA arrived and then arrange a replacement shipment for you.
We are also waiting for the dedicated customer service manager of UPS to solve this problem for us.
I have sent her many e-mails, but she still hasn’t replied. Because it is the end of the year, customs and logistics are super busy, especially in China.
I understand that this is not an excuse. It is indeed received from the Customs for inspection. At present, the RMA headset is stuck by the Customs.
However, I hope you can understand that it is not our fault. You can’t blame us for logistics and customs problems.
I will follow the logistics of RMA, thank you. Finally, I wish you a Merry Christmas.
Yours sincerely,
Matthew
I have informed the team that the priority has been raised for you. They can arrange the delivery for you as soon as possible. I think it can be delivered today or tomorrow. thank you
1 Like
Thank I hope I get it soon.
Matthew - please check my RMA ( (#20057) I’m also waiting quite long for HMD replacement.
Hi Piotr, I’ve asked the team to apply for a new headset to you. Thank you very much.
Wish you a merry Christmas.
2 Likes