The good support I had was from the Florida operation center, even now I don’t feel so easy to order from the store in China and have surprised charge and delayed.
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To me one of biggest problem is each time you talk to someone you get completely differents things, communication is bad even inside the company.
One says “yes”, then next says “maybe”, then next one says “can you ask again” and another says “what? no” and last one says “hello what is problem? have a nice day.”
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I’m sure that results similar to what we see from Pimax happen in all laboratories. But there these would more be the prototypes to go into the iteration and selection process until a few of them are considered promising enough to go through the refinement, transforming them into the well rounded products that can be offered.
With Pimax I sometimes have the impression that they immediately offer all the prototypes in their store as soon as they have validated that it can in fact be produced. Probably this is neither fair nor really true, but I sometimes get that impression as a customer.
E.g. the 8kX seems to be a really promising basis - but might have benefitted from additional iterations, bringing it from “nice, but” to “WOW!!!”
What I think is promising is that Pimax seems to more focus on getting some main products really right instead of spreading out too thin recently. Imho the best they can do!
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Yes, totally, with hardware and software too. It seems that they have chosen to do the cheapest thing that comes closest to what they promised (not a bad idea), dedicating the least amount of time possible and, of course, with the minimum of tests. That they already wait for the problems to be detected by the end user and that, if there is an problem and in a short period of time they have not managed to fix it, it stays, like the lenses; they go for something else and tomorrow will be another day.
I remember a pitool that doesn’t work at all, so no one tested it before send it to the testers. Or the pitool that made crash the headset after 45-60 minutes of use, not far ago.
Clearly, with the issue of delays, they don’t take enough time with the fixes; I find really hard to believe that they use a modern automated software testing; maybe they lack the correct tools to validate hardware and software.
Yes, probably this is neither fair nor really true, but I get that impression too.
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As a longtime Pimax supporter (even after many mistakes made), I was about to order the eye tracking + 8KX headset but I have never been so hesistant to make the purchase… I think I lost faith for good and will go for an inferior headset just because of the company.
I lost pretty much all faith in Pimax, can’t decide if I hear lies or biased information each time we have some news. It has come to a point where I discourage all my friends and relatives to go for Pimax if they want to get into VR since a year now.
The only thing that remains is that I “selfishly” would love to own the mosty advanced VR gear and in that domain Pimax leads the way… so I am still undecided. I would love Pimax to succeed in every area, to be as good and solid as their products are but for that they need to be more transparent, act and communicate only after and not overpromise which systematically leads to frustration.
It’s sad because they make great products but their business practice are so bad that they don’t have any credibility at all to potential customers. All the negativity around Pimax hurt them to the point where most VR info websites don’t even care to talk about the products and company.
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End of june.
I was told they would be shipped in the coming days, 2 weeks later I ask a tracking number and… no answer since then.
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The difficult thing here : It’s all about ratio, it’s not black and white Pimax seems to fail on customer service, communication, reliability of the headsets more then others. Many people will cope with Pimax and be happy with there purchase but will you be one of them?
Like a product rating on amazon having 70% 5 and 30% 1 ratings. it’s a gamble…
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I would then suggest to elevate this to @PimaxQuorra as you requested your lighthouses prior to Pimax Now event they would be required to honor the previous arrangement.
All valid and fair points you make, and essential to increase market share.
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Mine was trapped in customs at Shanghai.
If you have a FedEx tracking number, try and enter it and see the status of your shipment.
You’ll know it’s it’s shipping when you get a Pimax email with the header, ‘ecommerce’.
Mine didn’t ship as in my country they wanted to know what was in the box, not knowing what ‘VR’ meant.
Until I contacted FedEx, it wasn’t getting on any plane.
So lack of organisation is what needs fixing, different departments not talking to each other or talking far too slowly.
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An excellent post, fair and balanced. Thank you.
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I think some people here just like to stir up unnecessary drama and some take it so far that it annoys everyone else.
Calmly and politely asking Pimax to resolve problems and improve their customer support is fine. But lets also focus on the many positive reviews of the 8KX so far, and give Pimax a chance to improve.
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they have the exact same issues now as when they messed people about with the 4K, do you really not think that 4-5 years is enough of “a chance”?
I mean, today I got an email telling me they have no record of me being a backer and my backer number belongs to someone else… after sending me 66 emails over the last 3 years that start with “Dear Backer”, but they have no record of it.
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I know how you feel but I’m afraid it’s hard to focus on the positive when there are so many negatives. I will keep it short with my recent experience.
Asked support to fix my account so I can make purchases, problem fixed within hours. Asked support about honoring previous agreed arrangement, ignored. Asked refund, ignored.
I know that the hardware is good, I know delays are expected, I’ve nothing to complain on these, I have however dissatisfaction when promises are not kept, because trust is the foundation of any relationship
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For me the things I have written to Pimax support have worked, did order comfort kit and then in March i asked for a refund and did get that, they answered same or day after then 2-3 days after i got mail saying the money should be back to me and asking me to check.
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I would like a replacement of the cable because they denied it (out of a, in European terms, SHORT warranty period and the fact that i recently bought a second-hand Vive kit, at another 400 Euro’s to be able to test my 5k+).
I can finally play with it and hate the fact that i have a snowing v1 cable, but i can use it more or less for now and can see the potential. But it has to be seen, if i can continue to play games with the snowing issue for a prolongued period (definately don’t want to spend another 70usd on a new cable, given the circumstances!)
Then there are some broken promises and changed plans…Or the Plan F, of which i got my money back after no delivery via a Paypal dispute, I hope to recieve my backer box somewhere this year, and hope the device does not break meantime. If it lasts and promises are for once kept from now on, i will enjoy the 5k+ , because even with the lower than expected real fov at certain settings, it looks kind of great, to me. But my trust to be treated like a valued customer is long gone. Sorry to say, i really whished it was different.
Those things do not make me feel like buying things from the Pimax company again. For example, a replacement (well manufactured?) cable i don’t want to invest in, i first need to see if my screens will hold up longer than a few weeks, knowing that the out of warranty message would be my part, if it would be the case. So all in all, it’s hard to be really exited, even when the picture quality, for now, seems great for me, the few hours i spend with the unit the last days. Based on what i read here, and also feel for myself, is one undeniable word: Trust.
I have tried, out of good will, to tell them this, to learn from… Why? Because i also wanted them to improve…and succeed. Lets end my 2 cents with the wish, for all involved, that i still hope for a sort-of good outcome.
Wish everyone still the best and hope my knowledge of English/American language translates well enough to make my whole-hearted and meant for good story understandable like i meant it to be 
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If you still want to buy a cable… maybe… you can buy it in a short time at Immersiv Displays in France… very friendly people there.
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People have been asking them for that for four or five years; it doesn’t seem to be working.
I would really like Pimax to achieve their goals, so maybe the rest of the VR industry would start increasing the FOV in their HMDs, that’s why I have always tried to support them, for that and for the backers, among other things because I am a backer too.
But I don’t think that not warning them about the problems that are being generated is doing them any favor.
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Let us look at this as a classic management school problem. Pimax have limited resources, and several problems. What are those problems, and where should they put their efforts?
For me, I would suggest that they have one strength and two weaknesses. The strength is a state-of-the-art product in terms of its specifications. No-one else at this stage offers anything like it for the price, but eventually they will, so Pimax cannot afford to waste time. The two weaknesses are (1) quality and reliability and (2) truly awful customer service and e-commerce experience. Quite a dilemma.
Would you redirect effort from (1) to apply to (2)? Unfortunately you can’t, because if the product quality is still poor then Pimax will still lose. But there are plenty of firms that specialise in customer service and the e-commerce experience. Outsource that, either by partnering with another company to do it (there must be plenty of Chinese companies that can) or by distributing through a recognised online tech retailer in Europe or the US.
That’s just my take on it though. If you were standing up in front of Pimax management, what would be on your PowerPoint deck?
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