For more than a year, Pimax has been on a deliberate journey to improve how we support our community — not just in hardware and software, but in every interaction a user has with our team.
In two recent videos, we pulled back the curtain on that work. Calvin (Quorra), who has been part of the Pimax team for five years and leads community engagement, walked through how user feedback is systematically collected across OpenMR, Discord, Reddit, QQ, and Facebook Groups — and how it directly shapes our product decisions. Features like quick recenter, GPU upscaling, native OpenXR, and FOV crop all came from community voices being heard and acted on.
In a separate update hosted by Jaap, we shared the structural changes we’ve made to customer care itself: splitting into four dedicated teams (pre-sales, after-sales, technical, and logistics), clearer warranty and return policies, stocked replacement inventory, and a unified CRM so users can track their orders in real time. The results we shared at the time — escalated cases down 70%, over 50% of tickets resolved within two emails, 92% positive ticket ratings — reflected months of hard internal work.
This trend continues to this day.
Escalated cases are down significantly, and in recent weeks we have seen stretches where there were none at all on online communities. To be clear, this doesn’t mean zero support tickets or zero mistakes — our teams handle inquiries every single day and we know issues still come up. What it reflects is that users are getting proper help before frustration reaches a breaking point.
We’re not declaring victory. Maintaining this standard as we grow — adding new products, new regions, and new users — is the real challenge ahead. But we wanted to share this progress honestly, the same way we’ve tried to share our shortcomings in the past.
Thank you for holding us to a high standard. That’s what makes building better VR possible.