I don’t see that they have given him an RMA# yet? Been a month. That legendary service 
The latest response that I had to wait nearly a week for is that the technical team has determined that my “right handle” needs to be replaced. Dear God…I’m in trouble if they are actually talking about the controller. How they could conclude that this is a controller issue is mystifying. It’s either complete incompetence, or I’m dealing with someone who speaks absolutely no English. Not sure which is worse.
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In my earlier experience they did seem to have a lot of both before getting to someone who had enough knowledge in either, so as not to slow the process.
I was kind of surprised to see them translate controllers to handles. Guess that translator they were looking for didn’t work out. Maybe the should hire Sebastion @mixedrealityTV . He speaks both languages and has the technical knowledge of VR.
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Someone has suggested that Pimax may be using AI Bots to field initial support inquiries and does not assign an actual person until it becomes absolutely necessary. This seems outrageously absurd, but under the circumstances, not entirely outside the realm of possibility.
I read somewhere that the most frequent service call on computers is because many people accidentally turn off their power supply while moving their towers around.
With that in mind, it’s easy to understand why support starts with the most basic questions like “is it plugged in?” . At that early stage you can almost hear the junior support person turning the pages of the question list they are working from.
Early stages of support need people good a triage 
Pimax customer service continues to be abysmal. I sent my unit back to Pimax USA in Jan Jose, CA almost two weeks ago. They received it on 9/18. Since that time, I sent 3 emails providing proof of delivery and asking for confirmation and for info. regarding when a replacement unit will be shipped. I finally received a response today saying, “we are now contacting our USA colleagues to confirm the receipt of goods. Once she confirms receipt of your shipment, we will promptly send you a replacement.”
It takes them over a week to “contact their colleagues”? Also, I provided them proof of delivery direct from Fedex. So unbelievably frustrating. I will never buy anything from Pimax again unless the headset also washes my car, walks my dog and $hits Tiffany cuff links.
Pimax should run a seminar…how to lose customers 101.
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Not to defend Pimax’s CS by any amount but you might at least tag @PimaxQuorra in your post when complaining here if you want more than sympathy 
PQ has been quite responsive here. gl
Hey,
Apologies for the delayed response; I’ve just recovered from a severe sinus issue. Have you received any replies from our support team? If not, please provide the ticket number, and I’ll look into it for you.