Update October 1, discussion

General discussion
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https://community.openmr.ai/t/weekly-update-1st-october-2020/31974

They write that they sent everyone 8KX, which is a blatant error.

Moreover, they ignore sending to Russia for some unknown reason. Millions of parcels arrive there every day from China, but Pimax is “having difficulty” shipping.
I see behind this a reluctance to send or laziness of employees.
Because in this case it would be enough to go to the post office. But they still cannot do this, although they started shipping on 26 August.

There are quite a few of those who did not receive 8KX other countries.

@PimaxQuorra, I understand everything, you are trying, but we have not seen any progress until now.

  1. Prove with the facts that you have our 8KXs in stock ready to ship.
  2. Announce the deadline for sending all the rest 8KX.
  3. Keep us informed of the details, voice the reasons why there are delays in certain countries, etc. Don’t be lost.

@PimaxVR, @Asales, @anon57422158, @PimaxQuorra, @nordic,

I am still extremely disappointed with Pimax, as are many who have not received 8KX. They have not fulfilled their obligations, while reporting on successful implementation. This is disaster.
Pimax, send me my 8KX!

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I wouldn’t call it an error. I think a lie is more precise.

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Yes, Pimax simply did not fulfill its obligations, hiding behind a successful report. Which can be interpreted as deliberate misleading to show good shape.

I would like them to at least provide deadlines for sending the remaining 8KXs in their update. However, they only make useless announcements trying to maintain their image. And it’s just unnerving.

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I would also like to say this is a lie.

i am seeing people who just ordered 2 weeks ago get theirs.
Yet, backers who upgraded still have not got theirs.

I still have not received mine(no tracking number or anything).
I know 100% that nothing is wrong and everything correct on my end(made sure in support tickets and PMd you @PimaxQuorra )

Order number: SO15404
Backer: 6578

So, where is my headset?

Edit: I am also located in the US, FL.
should be no issues for me.

~Todd

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When Pimax reached out in a recent update instructing anyone who had still not received tracking info to contact @PimaxQuorra, I felt they were actually taking ownership on behalf of these people. I thought Pimax were finally learning how to do actual decent customer service and they would personally ensure anyone without tracking at that point would be 100% sorted.

  • They looked like they were taking ownership of their mess for once.
  • Engaging with the customer to find out the actual source of the hold-up.
  • Updating any info if required regarding payments or delivery addresses.
  • Ensuring the item was packed, posted and tracking provided by the courier.
  • Finally updating the customer with this info along with tracking details.
  • Making sure the customer was updated regularly with progress.

It turns out none of that happened in many (all?) cases. What I got (and many others) was a generic empty promise that “all was OK and shipping would be provided in a few days or a week”. This is not taking ownership Pimax, this is hoping your promises will come true rather than making them happen by actual actions.

I have hope Pimax will learn from this, but past experience tells me not to get my hopes up. I do believe I will get my HMD eventually, it’s just the experience in getting there has become absolutely soul destroying and ruined what little sympathy and support I have for Pimax. I have moved on from “they are still new and learning”, to “seriously Pimax, this crap again”

Come on Pimax, you have the hardware, get the basics of customer relations right.

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still waiting for my single basestation addon, backer box doesnt even apply to me because i opted out

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@anon57422158, thanks for finally rejoining this discussion regarding non-delivered upgrades/pre-orders.

Backer Upgrader 10/30/2019 8KX SO4817. According to my last communication from @PimaxQuorra 10 days ago, an “internal issue” was “resolved” and my order was packed and ready for pickup. 10.days.ago.

No update from @PimaxQuorra since then despite a request for an update. No tracking info. No reply to two support tickets regarding the order.

Frankly, I find the “Mission Accomplished” declaration regarding the 8KX shipping update in the Oct 1 update disingenuous and galling. No admission of errors made. No acknowledgement that many are still waiting shipment verification in the the form of tracking number. No estimate of when these tracking numbers will be available.

If we are to believe that orders without problems have been shipped, how long NOW should we wait for these tracking numbers? Days? Weeks? Longer?

Surely, some info regarding these orders could be provided, e.g., “Your order was picked up on [date]. It was sent via [direct] or [Amazon logistics] or [other]. The tracking number is normally generated when [insert process desciption here].”

This would certainly reduce the remaining uncertainty regarding the outstanding orders and provide a measure of assurance that what has been stated in the 1 Oct update is actually true.

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@anon57422158 In the update I noticed that the backer boxes with lighthouses are on hold, because:

Initially, we will ship out the Backer Box’s that do not include Base Station 2.0’s. as we are currently transferring these from the warehouse to the Shanghai office.

Can you tell, when do you start shipping them?

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OK, thank you for the information.

Yes, these are very unpleasant moments, you see how people suffer while waiting for their 8KX, which they promised to send before the end of September, which did not work out to the full.

In the case of Russia, I also do not understand much.

Yes, I heard about negotiations with EMS, of course.
But negotiations that can last forever do not inspire me at all …
The fact is that I created a topic on the problem of delivery to the Russian Federation 18 days ago, more than half a month has passed, but there is still no result …
https://community.openmr.ai/t/shipping-8kx-to-russia-via-fedex-is-a-big-problem-solved/30980

I get the feeling that Pimax just doesn’t want to send our legitimate 8KX to Russia because they are too lazy to send someone to the post office.
I am more than sure that sending from China to Russia is the simplest thing in world :slightly_smiling_face:

Millions of parcels every day pass between our countries, and only one Pimax has not been able to send for 18 days since the discovery of the problem.
Agree that this is a mistake by Pimax, that they have chosen this Fedex at all, and have not thought about how they will deliver to Russia. Moreover, I received 8K (Kickstarter) via EMS, I don’t understand what the problem could be to go to the post office and send all our 8KX to Russia via EMS to our addresses.
I am 100% sure that sending from China to Russia is easy.

Why are we still waiting? I do not understand this.
And now I can’t even imagine when our 8KX will be shipped. For me, it has already become like an unattainable miracle :neutral_face:

We already got a big delay since that year. And now we get a new delay, the reason for which is not force majeure, but in the activities of the Pimax logistics service.

I even agree to send my 8KX to an address in the USA, but only if Pimax refunds the shipping cost. I will also have to pay for delivery to Russia from the USA in about the same amount, and for me this is an additional risk, but I agree to this, only @PimaxQuorra said that they could not return the shipping cost. And I can’t pay again for what I already paid for, I hope you understand.

Please, if you can, do something already to send our 8KXs faster, influence Pimax.
Or at least tell us the approximate shipping time for all the remaining 8KX. Hopefully, all remaining 8KX will be shipped in the coming days, or at least this month.

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Great, well, then let’s be patient as much as possible.
Hopefully a miracle happens and they really ship after the holidays ( although there are not 3 orders, but 4. I hope they haven’t forgotten about my order, because I didn’t even get a confirmation email).
Thanks :beers:

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Upgrade backer SO47xx here same boat no shipping. Disappointed that they didn’t get the shipment out before high break. PimaxUSA will any shipments go out during the break or is small staff only support and running from home?

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Hi Kevin (@anon57422158) ,

thanks again for the clarification. 97 does seem to be a number that can be handled within a few days / max. one week.

Never the less i have not heard back from @PimaxQuorra from my request. I ordered in January and he confirmed with the backoffice that my shipping adress and everything else is fine.

In the meantime I also opened a ticket as i have not got any concrete feedback on my delivery since August :frowning:

I would be very happy if you could clarify with the team when I (and the others) can receive their shipping informations. I will send you also a PM with the details.

Hope that we all get our 8KX delivered soon.

Thanks for your support so far.

All the best

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Nothing here yet so I guess we will get the 100$ Promised in delay compensation?

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It would help if anybody is involved and informed over the issues with his specific order. But please, don’t use it as an excuse or for finger pointing (“it’s not our fault, it’s the vault of fed ex”).

If anybody has all the information, this should reduce requests, should help getting missing information and help to understand your position.

In my case, you delivered two hmds already to my address. It was not changed since then. Customs should be also similar. Therefore, I don’t know why it is now a problem. I don’t understand the problem and I don’t get any information. This is frustrating. This is because everybody of us is or was p*ssed off.

The update didn’t helped. First sentence: “We were able to make all the outstanding shipments for headsets ordered before August 1st [End of Sentence]”… then not even “but”. Or just write “most outstanding” instead of “all”. And then you start just writing about exceptions. I know this kind of working. Sometimes I have to do it myself. But I know it is bullsh*t and don’t like it.

Main mistake is IMHO: you flagged some orders as exceptions and nobody was informed his order is an exception. Still the same: Missing information, missing communication.

*“You” means in this context “pimax”, not you directly. Thanks for your response here. Can you tell us when we can expect more specific and reliable information?

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Repeated question: does the Comfort Kit that comes with the backer box have the cutouts applied that are necessary for the Eye Tracker module?

@anon57422158 @PimaxQuorra

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To be honest, it does sound like quite a lot.

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That attitude is driving customers away, when a company do not correct the exemptions. The customer knows that if anything should happen to their order no one will care and they are just shuffled under the carpet.

Other companies own up and take care of the customer and try to make it right for the customer.

If you are lucky :four_leaf_clover: you will get your order.

Remember 97 customers that has bad experiences , with 100 friends are soon 970.000 people that gets a bad impression of the company.

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Have you opened a ticket asking them to send it? If not they won’t just send it anyway.

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With all due respect, yes it is outrageous and your belief that it is not is an attitude I would hope you aim to change. Now you can either take that out of context and believe it is an insult, or you can take it as constructive criticism and decide to do something productive to improve your “exception” rate.

Now bear in mind we are talking about posting items to customers who have paid $1200 including $60 postage for the privilege. So if we are looking at vital metrics then getting those items posted on time should be way up on your priority list.

If you have have 6% exception rate for internal mistakes, then you need to get a far more robust system. You mentioned an automated system for generating emails if an exception is found. Is this something you plan to implement and if you do, then please make sure staff take ownership of it. There is no point having such a system if the default response to the customer is a vague generic “we will post soon” email.

Think about it, 6% of 5000 is 300 and is a failure rate you should find totally unacceptable. Especially if your hope is to become much more mainstream and sell multiple 10s of thousands of HMDs. What do you do when you have multiple 1000s of exceptions to clear up manually?

You have identified a problem and now you need to look at how to fix it. I understand staff resources may be an issue but that is not the customers concern. All they can see is Pimax failing to deliver on their promises.

I would hope you take this as constructive criticism and advice because they way you are handling this issue is way outside what would be considered best practice for any business that relies on customer good will.

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There should be indeed an automatic system or a organizational system, e.g. rules how to deal with such topics.
Especially for 97 orders it should be easily doable in a few days. At least a message should be sent to these 97 guys, including asking and waiting for an answer. This should be doable in few hours!

Already a topic here on this board, and advertised as some of your regular updates could be done and would help!
SO9905 => missing xxx information, please email us
SO1234 => russia, see this topic …
SO3456 => invalid adress, please email us
SO1235 => russia, see this topic …

@wilcovertegaal: Would you mind, if this topic could focus on the missing hmds? We shouldn’t confuse Pimax even more!

@ICDP:
I support @ICDP: Pimax reputation is not getting better with this kind of mindset. But if you (Pimax) feel fine as “cheap chinese (generic) brand” keep going. I thought you wanted to be the best vr-company. My fault.
Doing always the same with the same miserable result is a joke. Your communication is very bad. And you don’t try to improve it? At the moment I would indeed suggest friends pimax because of the hardware. But I couldn’t suggest it, because ordering and any concerning support is ridiculous. And this is the case for years!

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