Pimax Responds: Plus Pimax 12K Update

[@howaboutno5957]

At the end of the day, the vendor (Pimax) must do what is right. In this case, the customer bought a unit that failed within the warranty period. Due solely to the time it took Pimax to troubleshoot the problem, the unit could not be returned within the warranty period. This should not void the warranty, but effectively, that's how PImax handled it. The customer paid for the HMD, it failed within the warranty period, he contacted Pimax promptly. Pimax could not resolve the problem (which clearly occured within the warranty period), but the elapsed time used to determine that the HMD was defective went beyond the warranty period. The HMD should be replaced at no further cost to him. It is not complicated. So, this is what needs to happen - how PImax goes about ensuring that they do what is right is strictly an internal issue that can be complex, but this is for Pimax to solve.

[@DasJev]

Don't worry now the customer can buy the Premium Support for an outrageus sum per month and get the support he needs but was not able to get in the free support level

[@adamgreenhill110]

I think Pimax cuts so many corners on QA and support, it saves money on the headsets but doesn't allow good support. Maybe that's why they're charging for it. Not a good business model

[@USMCWing556]

@@adamgreenhill110 I know those costs where why HP got out of the VR game. That came straight from a guy I spoke to about my Reverb 2 right before they annoced that they where shutting down the VR side.

[@jarrodclyne707]

Fair play to Pimax for fronting up directly, you don't see that often.

[@Wooskii1]

I have seen this exact thing often, on multiple different KZbin channels, over many years. Or other VR KZbinrs showing similar email chains after eating the cost and getting nothing in the end. This is just par for the course with PiMax. When a company keeps doing this, you almost deserve what you get, if you knew even half of the history.

[@BillyWatson-zr7bc]

@@Wooskii1🎯

[@keomg4718]

is just PR, they need action, not words, and they actions still are bad against customers, and their quality control subpar

[@Munky332]

Nah, they only care that he has a youtube channel. They're all talk and words, but in the background, they're going to fuck every customer that doesn't have a following. Their terms for "Reviews" are horrible as well, so if you ever hear someone say Pimax sent them the headset for free, or anything about sponsorships, run from that reviewer, they're lying out their asshole with a script, for $$$

[@iconcity]

I LOVE My Pimax! - I was sorry to see your last video - Now this make me Happy again!

[@DanDSays]

Pimax gave customers the middle finger this year for black friday. They raised the price $60-90!? It was $800 a week ago and now it's $860-890 with some 2 year payment scam.. Great job, I'll keep my valve index a little longer. Plus I don't trust that pimax dude, he doesn't seem to have real concrete answers for the future. Trust me bro, it'll be diff next time I promise, doesn't cut it for me.

[@jimsteele33]

I'm an 8K owner, and I purchased that 8K largely because of the trade in deal. That deal was going to allow a trade in with a value of the retail price paid for the 8K. Until that promise is fulfilled, I will NEVER give Pimax another penny. Allow those of us who bought the 8K to trade it in for a Crystal or Crystal Lite. No half price bullshit. Anything else is criminal.

[@cbinder46]

If they said you would get a trade in value equal to the original purchase price and that is a reason you purchased, then I agree with you. But typically, trade in offers like this only give 50% or so of original purchase price. It would be no different than if you were to go sell it on marketplace and you could only get 50% because it is a used and now outdated product.

[@reptilexcq2]

Wow, criminal is a harsh word lol. I guess someone who suggest a trade-in of 8KX for 12K and not fulfilling it is a crime or felony? lol. I can see it if someone who is new bought it in hope of trading it in the future. But for those who already owned one before the announcement...I don't see as a criminal with just words, but rather lack of trust, creditability and worthiness.

[@jimsteele33]

@@cbinder46 The trade in offer was for full retail value that you paid for the 8K. Requirements were that when you trade in the 8K, it is in working condition and that you have your proof of purchase.

[@Panzerlang]

@@jimsteele33 I'd bet money they were relying on most owners' units breaking down before the 12k ever became available.

[@aapje]

That is too good a deal, so they pretty much have to weasel out of it to not lose a lot of money.

[@azzeddineyoucef5065]

Thanks for the video Mate and Jaop, when Pimax announced the Super i was ready to pre-order it then immediately KZbin recommanded me your previous video, of course i had many doubts that led me to not push the trigger and wait for this interview and hear from Pimax. Now after watching all the interview, I'm kind of in a mixte feelings and not sure if there will be really changes afterwards, simply because the most important two questions that Mark asked were left unanswered, first one is related to quality control, Joap did mention that it was due to third party being responsible for it but didn't mention any action plan to solve it (i think if Pimax solves this one issue, all the 99% other issues would be practically unexciting), second question was about customer service and warranty, Mark mentioned that Pimax can tell you are out of warranty after they send you a faulty replacement or ask you to pay the shipment fees, this was left unanswered. From my side i will hold my purchase for now, i really hope that Pimax manages to solve all the issues because i really wanna own a Pimax and replace my G2

[@Thomas_Voland]

Question: Pimax is known for not meeting the announced expectations with its numerous headset models instead of focusing on developing 1-2 really finished ones. After years on the market, why do you continue to announce so many different models while still struggling to develop a single well-developed one? This certainly has an impact on the quality of support too.

[@JaapGrolleman]

The third generation does share a lot of technology with each other though. The Crystal Light and Super are in many ways very similar headsets, and also share a lot with the Crystal. So any software features or improvements benefit all these headsets.

[@damu3237]

"so many different models" because customers have different needs. Some really want an affordable one like the Crystal Light. Others really want wireless. Others really want a super high resolution or high FOV. Others really want OLED and OLED + wide FOV does not seem possible right now.

[@Thomas_Voland]

@@damu3237 I know why companies do different products. Question was why they do many, if they can't make even one.

[@lassehiltunen1564]

Speaking about software improvements. New light software version is worse than previos. Now i have to shutdown computer and turn on every time. Before it was like 50% of the times. Its stuck with 90hz upscale. Pimax home. No havent seen that now. It wont launch at all. It will trough you out from room scale now more often. That was rare before. Im not hater. I like what the product offers, but its really ”not ready”. I have other headsets also. I speak from the Crystal light and it doesent work with all games. Not all steam games. Luke Ross mod dont work with it etc. etc. If you play like one or two specific games. This is the headset for you, but this aint headset that is daily driver for you. You will apreciate headsets like Q3 after Crystal. That works in every task. Like i said im not hater im just honest and i belive that people should know this before buying Pimax products. Software improvement in this company doesent mean improvements. Have a daily driver and play specific games with this one. You are not happy after you have bought 2 games with 100 dollars to play with Pimax and you will discover that both wont work. After 2 hours in different forums and installing different mods to game and changing code inside off the game you will just find out that your Pimax controllers wont work. At that point you are really happy that you have that daily driver headset. I speak from the experience, but when the headset works fine. It looks great

[@toastie1488]

One thing I don't understand is the cable problem. It is already plugged into the headset & bent in such a way that it is probably damaged when wound around directly from headset port along the headset frame. Since getting a new cable I have it from headset port going along the frame so it isn't bent. The should be a better fixture along the headset frame to keep the cable straight & in place. I spoke to so many with damaged cables & suggested putting it this way when receiving the new cable & they haven't had problems after. I also put a suggestion to Pimax to pack the cable in the box, not already attached/installed, but it is still attached causing possibly a lot of unnecessary problems & costs for Pimax & customers. Edit: Pimax were very active in helping me at that time, also the Pimax Play software has really progressed in a very positive way.

[@andrewwhite2793]

I don’t think the issue with the issue with QC was really addressed, apart from replacement headsets that will be specially checked. One of the biggest issues I hear/read is problems with the lenses. Surely there should be a high pass rate during the QC stage of production for headsets getting sent out. If there is a problem with the lenses why haven’t they been replaced by the manufacturer, if it’s a third party. It would be interesting to hear what the failure rate is compared to the good headsets getting shipped. I’m ready to buy a pcl, but having the hassle of getting a dodgy headset is making me hold off purchasing one. I appreciate you getting this video out Mark and Jaap for replying.

[@JaapGrolleman]

We actually spoke about the lenses but it didn't make the final cut, because there's not one single answer to it. All I can say is that this is now improved, if not solved. And before, replacement lenses fixed the issue for most of the users.

[@andrewwhite2793]

@@JaapGrolleman so if I was to buy now,there would be a high chance of getting good lenses?

[@JaapGrolleman]

@@andrewwhite2793 Yes a very high chance. But obviously it still depends on each person's face and head shape, so it's not a full 100%. If there's an issue though, we will try our best to solve it, and if not, you can refund (just make sure you use the refund window). (Also if replacement lenses must be shipped - I think not, but if - then the refund window is frozen and reset to when the new lenses arrive. I think that's fair enough from both sides.)

[@andrewwhite2793]

@ Thank you for replying.

[@BillyWatson-zr7bc]

I feel the same way , I’m seriously considering the crystal light , however I have no confidence in the company , QC ,QA , seems to me to be an issue . Lenses seem to be a problem , I’ve seen so msny complaints about the lenses being sub par , with blur and lack of focus . That’s a QA ,QC issue that hasn’t been dealt with . Seriously I’ve read literally lots of problems like this . This really should NOT happen. How can you send units out with such issues.

[@shamandgg]

Not going to bother unless they have warranty replacements and aftermarket repair services set up in Europe.

[@billbaggins1688]

When I got my Pimax Crystal Light, it had a 15 day return window. However, the thin face foam that came with it meant that I could not really use/test it without my glasses hitting the lenses. I did not want to damage the lenses or my glasses so I had to wait until I purchased a thicker face foam from StudioFoam. I was a bit peeved that Pimax did not include a glasses spacer or a thicker foam with the product. Even the Quest 2 came with a glasses spacer when I first got it. Over 50 percent of the population wears glasses. And, the Pimax Crystal and PC Light are both designed for very wide faces. A thicker foam is essential in the base kit.

[@GD-lv8cc]

Not to mention a 1m distance which for me requires a prescription insert.

[@pierrebroccoli.9396]

@@GD-lv8cc Yeah a replacement aftermarket face plate made a big difference for me on my 8K-X. Improving clarity and fit. Many factors come into play with VR headsets and peoples face physiology. With ppl having issues with clarity via lenses, a couple point - SS res has a big impact and can make ones experrience look like vegetable soup or super crisp. Not easy to work out when there is limited info on panel pixel usage from Pimax (panel res in relation to native pixel count is important for image clarity). Also test at subtle distances of the headset on your fact be it close or slightly off the face and if you need to change the face plate foam. If you do, get something with faux leather which also helps breath and is easy to wipe down. As for the 12K, I just want it to be an 8K-X with better panels. Don't want wireless, don't want inside out tracking. Keep it simple but good quality.

[@GD-lv8cc]

@@pierrebroccoli.9396 I just ordered a second pair of inserts at reading distance rather than computer distance because my 1m prescription forces me to add spacers to see clearly but causes the goggles effect.

[@stevenmay5703]

I agree with that. There are different face types through out the world. I wish they provided an option for either a wider face mask or narrower face mask. Or like you said just throw in a thicker pad shaped for narrower faces.

[@paulct91]

20:03 - Is Pimax saying they had no clue how to make the 12K QLED happen when they announced it back during Pimax Frontier 2021? If so not the best idea.

[@adfrazie37]

I appreciate Jaab for your approach to the discussion and your take on resolution and future outlook. My personal opinion is that I think the problem is deeper than communication historically speaking. When a replacement item finally arrives with dead pixels the size of a fingernail, it doesn’t feel like a broken link within the company. It feels like a coordinated top-down bait-and-switch business model to maintain margin. Sending plastic lenses to folks on initial launch for crystal that should have aspheric, who made that decision? Just delay the launch. No case number visible in my email thread for the 8kx case but last correspondence was with Shirley on 10/21/21 regarding dead pixels on replacement 8kx and then crickets

[@farmertrueVR]

Excellent video! Cheers to Mark and Jaap for both addressing this head on with one another in a respectful and educational manner. I was surprised by your first video, especially after hearing the incredible experience you had with the Crystal for the first 8 months or so. As you know, you were one of the people I trusted in feeling comfortable purchasing a Crystal myself this past January. It stinks that you had the issues but I’m glad things are being addressed appropriately. I will say that over the past year or so of being in the Pimax community on Discord and Reddit, talking to their team, moderators, content creators, those in the industry, everyday users, etc., I’ve been far more impressed with them than I ever expected. Especially because Pimax is notoriously the butt end of jokes for the VR community to, IMO, unfairly bash them at any given chance. And so once anybody has a legitimate issue to address, the whole ‘Pimax bad’ thing starts in full force. As you know, but many others may not know, I’ve dealt with nearly every VR company out there both big and small, but Pimax has seemed to be the only company that is legitimately trying to take care of their customers. Yes there are QA issues here and there, but the team is small, and oftentimes newer to the company, but they are beyond passionate and trying their best to help. I will say that if an issue arises, if somebody reaches out to Pimax, it will eventually be taken care of in a more than fair manner. I can’t say that for many other VR companies out there. But they are also learning, and with a team with their size, it’s honestly amazing what they are able to pull off to begin with. In case anyone doesn’t know, you can reach out on the Pimax Discord, Reddit and website if you have any issue. If you don’t get the help you want on one platform, go to the next, because somebody, like Jaap or one of the many amazing moderators, will be glad to help. As VR enthusiasts we have to educate ourselves and do what we can to push this industry forward. While VR hasn’t made it to the levels myself and many others believe, it’s important to have these discussions and give companies like Pimax the platform, chance and support to help grow this wonderful technology. Cheers again Mark and Jaap! You both are class acts. Hope you all have a wonderful Thanksgiving!

[@davenb8642]

I placed an order for a Crystal Light on November 1st, and there have been no updates on the order status since. Still showing “In Processing”. Pimax needs to provide better clarity if they actually have product stock. I’m willing to wait but I would like to see a realistic delivery date. Maybe your waiting for the next container ship with product from China, but tell us. Ideally the web site should show real time stock inventory.

[@stevenmay5703]

LOL same situation. Ordered on Nov 30th and still "in processing" status. I even opened a case a week ago and I was told my order would be prioritized and expected to ship this week. It's middle of the day Friday and still not shipped. I'm fine with them telling me initially that it would take 2 to 3 weeks but when I get a follow up from a rep stating it will be shipped this week and they don't follow through that's not right.

[@stevenmay5703]

UPDATE: Pimax did get the order out to me. Hurray. Actually they did better than expected. I thought it was only going to ship by that Friday/Saturday. I actually got the headset on Monday. So from my experience they did deliver on what they said they would do. Let's hope that holds up for me and customers moving forward.

[@NovaGeddon771]

I’m surprised Pimax agree to this video. This truly shows how powerful your previous video was and the amount of people that liked and commented on your post. It felt to me that Pimax said a lot of things, but not too much at the same time. The good thing is that now they know there are a bunch of unhappy clients. Pimax owns some clients a product or money. By this I mean the FOV glasses. This needs to be sorted out soon. Thanks for been the face of all the people that aren’t happy with Pimax.

[@virtualjoker9036]

If you wanna play like a BIG company, you need to act like a BIG company, and it seems that at times they don't. Your customers are your bread and butter and should never forget that, your supposed to take care of the people that support and purchased your product.

[@CSOCSO]

I had a weird issue with black levels being different between eyes. I haven't seen anyone else with the same issue. I posted some pictures on discord where it was clearly showing that 1 eye was completely crushing the blacks and no amount of tinkering with the sliders in Pimax play was being able to fix and match black between eyes. I contacted support and after some back and forth and explaining what I have tried so far they decided to let's exchange it. By this time I was fully invested and immersed in VR, and somehow I just completely forgot to deal with it and send it back. The kicker???? Well. My warranty was about to expire and someone emailed me from Pimax if my issue was ever resolved, which of course wasn't since I never sent in my headset, so they offered me again to start the process, and it was done. Got my new headset, and finally I got no more issues with black levels! YAY. I was very surprised about THEM getting back to me before the warranty runs out, but I am glad they did!

[@reload54]

I'm really interested in the Pimax Super and also interested in a payment plan but worried about the prime feature turning into something that becomes more than just a payment plan but something we will need to get future updates or special software features, as long as it's just a payment plan I'm fine with that.

[@Panzerlang]

I, along with others, think it's a tactic to avoid credit-card cash-backs. Caveat Emptor dude.

[@JaapGrolleman]

You don't need to worry about. Once you paid off Pimax Prime (either as one-off or over 24 months) you're never required to pay for anything again, or to be online.

[@der60er]

​@@JaapGrolleman but how will you be able to? write firmware into hmd with offline licence?

[@Panzerlang]

@@JaapGrolleman Sure, but what happens when the unit goes FUBAR within a week, followed by support, he demands a refund, Pimax says "no" and he tries to charge-back his card?

[@jimmy-the-bear]

@@Panzerlanghow is that different from every other product regardless of how you pay for it?

[@mikesaini5258]

I’m still waiting for them to get back to me about my broken cable. It’s been a month.

[@dalemckenzie2828]

@@mikesaini5258 yeah... add another two or three to that mate and then wait for a few till you receive a replacement. They will not replace until they make enough sales to cover their loss on your cable.

[@liebesmaennchen]

Wow! I really like how Pimax is dealing with this and not glossing over the situation! Jaap is a very good person and unfortunately Pimax only has one Jaap. I know people want everything to be perfect, but this is so hard to achieve and even HMD's that cost twice or even three times as much as a Pimax Crystal have problems. And of course you can always say "Pimax is just better", but there are so many factors in this equation. I own a Pimax 8KX since 2021 and back then it was already very good when we talk about support, now it is even better and Jaap is right, he is very often on reddit or on discord and there are a lot of Pimax employees out there who are also very helpful.

[@reptilexcq2]

Geez, why didn't Pimax hire you? You seem like a good customer service provider lol. Oh right, I don't think you have time...busy playing VR games lol.

[@liebesmaennchen]

@@reptilexcq2 I try my best, to help everyone with VR - but owning a company and the responsibility, is often very high and I'm always one step away from burning out, but yeah, that's life if you know Sinatra.

[@灰-k8c]

Conversely, Japan is also in the process of growing and deteriorating, and although Pimax Prime is not mentioned outwardly, the community is vehemently opposed to it. The Japanese purchasing process is not familiar with this kind of thing, and they perceive it as very insecure for a device where luck is at stake.

[@richardnoall3758]

I have been on the verge of buying a Pimax headset many times, but constantly I see bad customer support on Reddit and KZbin videos like this one. So it's still a no go for me. Yet as soon as I add the headset to my Pimax basket, and don't buy, the day after I get emails persuading me to buy it because it's still in my basket. If Pimax had done as much to their customer support as their pre-sales tactics, I would have one now, for better or for worse. Improve the absolutely abysmal customer after sales support and forget the pre-sales. Make the product speak for itself then you don't need pre-sales. But it's been like this for so long, I don't think it will change, and I will never buy a Pimax product because of this. Such a shame we get a VR company who could be so good, but fail so badly.

[@jrgenkauling8269]

It's great that you've addressed poor customer service, just like Gamers Nexus did with Asus and their completely unacceptable customer service a few months ago.

[@drumbri]

@jaap Where are my damn crystal FOV lenses? Pimax took my money a year and a half ago and promised I would have them in two months. Very typical for Pimax. Maybe they should start by fulfilling promises they haven’t fulfilled yet. Instead, they just keep coming out with more headsets. Quit offering me a refund. Please do what you promised us.

[@JaapGrolleman]

Update on the Pimax YT channel within 24 hours

[@somerandomperson8282]

Why didnt you ask for a refund?

[@FlameBot]

I'm not convinced. The quality must be improved significantly in the first place. A friend ordered the light today. I did not told him about the hundred of issues customer have. I would bet he will be one of them. Shipping cost should be 0 if it's a warranty issue. And it should not be necessary to escalate in the first place. You see the tough financial situation paired with no awareness of the bad quality that they sold every single crystal and did not blocked a bunch for replacement.

[@tdub8719]

I respect Pimax for coming on the stream to try PR. However, there is a lot of reputation damage associated with Pimax and has been for years. While customer service improvement plans are good and necessary, a fair judgement can only be made on their implementation over time. For the time being I shall remain cautiosly sceptical.

[@ScottHusted]

I placed an order for a Crystal Light yesterday. I'd been hesitant and had it in the cart two or three times prior before pulling the trigger. I hope I don't regret the decision.

[@RadiaDghoughi]

My headset arrived with faulty lenses with distortions. Things like this can happen. The support solved this issue fast and uncomplicated.

[@BillyWatson-zr7bc]

Quality control has been a real issue with pimax , you either get a good quality product like yourself ,or you get a dodgy unit that should not have been sent out to a customer. It’s like a gamble . This should have been ironed out years ago. QA and QC , should be pimax top priority. Better to not have issues from the start. A company lives or dies by reputation, and customer service is what will sink pimax if they don’t get their act together.

[@keomg4718]

+100 social credit points (the account was created today, can't pimax bots be more evident? lol)

[@JaapGrolleman]

@@darthmelbius Totally agree but these were and are inspected strictly and we also added more testing methods to the lenses. Just optics are more complicated and also depending on the user's head shape and eye position. We did improve on this.

[@yvesrovito6042]

I had the same issue but it took over a month for them to get new lenses to me

[@dabneyoffermein595]

@@yvesrovito6042 This is exactly why I am going to go with Quest. I had the same issues with Honeycomb Yoke, took forever to get me a replacement, then another problem, then a massive delay in getting it replaced. The third unit still has a USB connection issue which I brought to their attention, but the time difference with their support rep in the UK was a problem and I didn't want to even think about having to wait for another unit to come months later. Quality Control is a major issue and it's unconscionable.

[@Sergeant898]

Thank you for being the voice for all us Pimax customers. Jaap has done a lot of promising to make improvements to Pimax and customer service, but we have yet to see any results. Hopefully something will happen now.

[@spediegunz]

Hopefully this is a step in the right direction because the products when they work are amazing.

[@TrevorJones1]

I have had an OG Crystal since launch, had an issue with the panel on delivery had a replacement sent without issue. Haven't had any issues since.

[@warlord357simaviator]

Thank you Sir for putting the fire to their feet. I am a Pimax 8kX owner. For some reason it will not work without flickering in 90hrtz. So I am forced to use it in 75 Hrtz. Back in February or 2022, I bought my headset on the notion that the 12k was coming out at the end of the year. When they offered a a full credit of what I paid for my 8KX, I thought it was a no brainer!!!! Boy was I wrong. 2023 came and gone and now 2024 is coming to an end. Still no 12K, at least offer the same refund towards the Super. Pimax should feel obligated to satisfy this promise. I really feel like they are waiting for these headsets to be no longer operational, which they boldly stated recently, the headset hast to work, after all this time. That’s not good customer service!!! Pimax needs to resolve this issue before it goes forward. I know a lot of Flight Simmers who are on pause with buying another Pimax product until Pimax satisfies this promise!!!

[@Panzerlang]

Don't hold your breath. They're a cancer, now spreading to forums and partnerships and getting people warned off and banned for speaking the truth.

[@wudannie]

I don't know others but I upgraded from a Q2, as expected the performance of the Crystal Light is awesome. Few bugs at beginning, but with help from the tech support staff everything was solved within just a few hours.

[@steffendetrick]

I own Quest 3 and would like to get another dedicated PCVR headset, my first one was a Rift with OLED but I’ll never not own a quest. I enjoy the exclusive games and portability too much and also being able to watch media like movies, KZbin, etc. with color pass-through on a 10 foot screen. I would like to get a Pimax but the QC has been holding me back hopefully that changes.

[@hipgames]

As collaborators with PIMAX, our experience with their support team was great. Of course, as we showcase their products and having a direct line to the company itself helps take down any time delays, and fortifies a good experience. From comments and discussion in our community, we noticed 3 trends: The users that bought or tried PIMAX products and fell in love with the crystal clear view and wide FOV and would never go back to a lesser headset. Then the users who got PIMAX products but encountered issues, either setup or faults that would still be included in the warranty, or even compatibility issues due to their systems. Nr.3 are the users who never tried PIMAX and because of certain views and opinions on the internet, deem that PIMAX is just not for them, or argue with the price. We understand that VR is not tailored for everyone, not yet at least. PIMAX has to grow and with more Transparency and a good collaboration with Game Devs, companies like this, have a clear path to success.

[@loudmaster98]

Did you have any issues with your trial headsets?

[@hipgames]

@@loudmaster98 With the Pimax Crystal, I had to unplug my extra monitors (known situation) in order to make it work properly. Setup went alright after that. With the Crystal Light I was using the old software and got in touch with PIMAX that told me to make sure I download the new one. I fly in DCS and my system is about to get a big upgrade. Despite having another VR headset, I stick with the Crystal Light for now.

[@LimitlessHorizonVRSimrigs]

Wow Mark this is a huge deal. Well done bringing this meeting to the viewers. I actually run my own company aside from my KZbin channel, i cringe when a customer is unhappy and somehow they have slipped through the net. You are absolutely right about needing Pimax to succeed, they are the only company bringing us this level of headset at a medium price. Customer service and the after sales feeling is equally as important as the owning the latest VR hardware as well. Great video as alwaus mate.

[@BinaryOrchestra]

Im on their discord and still having to wait a week + for a response only when I let them know how long ive been waiting on discord aswell.

[@SimPilot3DM]

Similar experience here. Waiting five days with no response.

[@BinaryOrchestra]

@@SimPilot3DM Yep and after finally getting a reply only after asking multiple times my order now just got delayed another month lol...

[@deansheasby7547]

I cancelled my order due to seeing the negative comments on yt reddit etc, intrested in thier product but currently got no trust to invest, then primax prime looks like if something went wrong you wouldnt be entitled to a full refund. Too many gray areas and bad decision for sure. There should be an option to buy the headset without prime and now the sim version isnt even on there.

[@bogdanrotaru6101]

so when is the 12k coming out?

[@christianhofmann7182]

There are surly not many representatives of companies who would react so positively and directly to the customer like Pimax. I had only helpful people in Pimax support. I look forward very much to the Pimax Super. 👍

[@_pjd]

Is PIMAX the next FANATEC? 🤔

[@Pug-76]

I'd like to suggest that pimax take a look at the response times for their customer service. Any time I've opened a ticket I have to wait days for a response between emails. I've had 3 issues so far, 1st issue was a bad drink cable extension. Took a while but the part was replaced. 2nd was the headstrap loop at the front of the headset snapped. With as much pressure that loop gets.. it really shouldn't be a thin piece of plastic. They sent me a comfort headstrap to bypass the broken loop (which i had to pay for ). 3rd issue was an issue with pimax motion compensation. Not sure if it's not working right or not, but when using the pimax controller I can't find an option to center the view vertically. It centers horizontally just fine but vertically the view looks downwards. Seems you have to set the controller angle perfectly to get it right and hold it there. Needs to be a way to tell the software to use the current placement of the controller as base reference for your view. Like you can when using lighthouse tracking. I have up on that ticket because the time between email responses was too long. I was also asked to make a video of the issue I was having.. which is not possible. Personally I believe my explanation was sufficient so maybe it was a language barrier? Would be nice if they had state side support. I think it's all overseas. I would also like to see the warranty period extended to 2 years

[@lincolnklayvr]

Unfortunately too little too late , had my preorder been ready to ship when promised I would've followed through with the purchase but now I'm convinced had I gotten a faulty unit Pimax would've given me the run around in the hopes that I'd go away , I already have two Quest Pro's and two Quest 3's , I didn't need the Crystal but was curious , not anymore,

[@Szabby999]

What about buying a third Quest 3 or a third Quest Pro (or both) then?

[@Macbrowndog]

Thanks for setting the record straight on the Pimax customer service and support issues we all have been aware of. I have had major concerns about purchasing headsets from Pimax, based on Pimax commitment in this video I have go ahead any order the Crystal Light and Pre-ordered the Pimax Super ( March 2025 I am told from my local supplier).

[@xarain]

I don't own a Pimax in fact i never heard of them until this video appeared on my feed but it sounds like they are getting a glut of support tickets requests that is overwhelming their support agent(s). It would be interesting for them to share stats around: 1. Publish the top 3 or 5 issues - something we can learn as a community. 2. The number of tickets received vs. their response time vs. actual resolution. 3. # of headsets that required replacement due to beyond economical repair In the spirit of transparency, I own Pico, HTCs and Meta Quests headsets - each has their own nuances and issues but at the end of the day it must just simply, work!

[@irusev]

Not everyone is on Discord and Reddit. this should be integrated and handled through the customer service

[@Vindaloooooo]

Moving forward you gotta pony up and stand behind your product, actions not words. Make your warranty 2 years right now and trust and confidence will grow immediately, the cost to you is paid in goodwill and loyalty now and the future. Your confidence in your product is our confidence in you.

[@allesbehalvewaterstond]

This interview just reconfirms Pimax is rotten in its core. Everything seems to be a grey area and you'll need to jump trough hoops to hopefully get decent support.

[@Caroline9411]

This is a good start! It’s easy to complain, and everyone does it, but the hard part is solving the problems. I really appreciate Mark and the Pimax team for at least taking the initiative to address these issues. I hope Mark can follow up with Pimax after some time to discuss the progress made on resolving these concerns!

[@briank3754]

These “problems” are baked into their strategy. This has been going since Pimax started and nothing will. Unless Pimax is acquired by another company they can’t be trusted. I’ve made 3 Pimax purchases through the years and ended up returning every one of them for quality defects and other issues. Every time with resistance. Their new “subscription” model is the worst. I’ve owned 3 Oculus/Meta headsets, a Varjo Aero, and a HP Reverb with no issues. I’ve returned all three of the Pimax headsets I’ve purchases for obvious defects or logistics issues (my Crystal Light got delivered with the inner box being soaking wet and covered in mold). I’ll go elsewhere for VR.

[@Caroline9411]

@@briank3754 So sorry for your experience. I think Pimax should learn more from this.

[@spyglasstv8584]

I was one of the first to purchase the Crystal when it was released, part of the package then was the additional wider FOV lenses, and like you prior to receiving the headset I received an offer email from Pimax asking if I would wait for the glass version of the wide FOV lens to be released an have these instead of the plastic version, I have asked the question also chasing these but did not receive any update on when these would be forth coming. As I have now owned my Crystal for over a year and my warranty has now lapsed do you think that we will still be getting these when they are eventually released.

[@Panzerlang]

Exactly the same, except they sent me the absolutely useless higher PPD plastic lenses instead.

[@_zeranom]

I am absoluten happy with this kind of public conversation 👏. Chapeau ! Well, I am not happy with the issues that Mark had with the headset, but I can understand him so well. I had the same problems with Varjo, with the VR 3 and now the Aero and even I have a paied subscription (please listen Pimax with your new price model ☝️!) they not listen my problems or maked purpose for a fair solutions. Issues can always happen in a production, but customer service is important, if you don’t want a bad reputation, 1 star comments or loose your clients. With Pimax I maked very good experiences until now, in quality, in support, in sells management. I hope they stay like this or get better with their premium service (and doesn’t end up like Varjo did). I now working in my software business with the Pimax VR Crystal and Light too and they are doing their job pretty well. I hope for Mark that all will end very positive and he stay so enthusiastic like I do in VR things. Many thx for this interview and video …on both sides 🙏

[@Berwyn3742]

Good interview. Customer service is key to keeping customers and obtaining new customers. Perhaps Pimax customer service employees read from a script and are not allowed to think outside the box. Who knows. Trust is hard to build and harder to regain. I may reconsider the purchase of a Pimax headset, but not for some time. I need to read and hear many more new reviews from people that purchased the headset vice a freebee for promotion purpose. Pimax must also have a quality control/assurance problem that they need to address. How about extending the return policy from 10 days to 20 or 30 days. I feel like the company knows there are issues, so they force a commitment. Thank you both for this information.

Great video but based on the current situation and the amount of people having issues with their Pimax products and in combination with how this lack of QC seems to have been an issue with Pimax products for as long as the company has existed, what really needs to happen here isn't more promises and interviews but proper action in the completely different direction than people have gotten used to. Where people will not hear about improvements being made but instead will get a chance to actually experience the improvements first-hand when they get the Pimax product in their hands and start using it. Where we instead of these types of videos would see videos featuring the remarkable change over at Pimax and how people suddenly are raving over how well their Pimax products work. With the majority of people having nothing but good things to say. Both about the products themselves and the quality of the products but also other parts of Pimax such as the service department should they experience an issue. As was mentioned in the video, the VR community truly needs a company such as Pimax. Offering products with great features but without people having to rob a bank in order to afford them but maybe that is the issue here, I'm not sure. How that is an equation which sadly can't be solved. Where increasing the quality in general over at Pimax would mean the products would no longer be in the price range where we see them today. I hope I'm wrong in my last statement and I hope we will see Pimax transform into the company we all want them to be.

[@technikchegger7228]

They should stop investing money in unnecessary headsets and focus on the essentials, especially if they are facing financial problems. I am not an endless source of money that Pimax can continuously milk. I’m happy to pay once for a headset and also for additional accessories. I have already told Pimax that they should make their headsets modular to offer alternative straps. This would create an additional market, and in China, such products can be produced or sourced cheaply. It’s simple: eliminate the online requirements and Prime service, and initiate a complete 180° turnaround. Significantly improve quality control and have it monitored by staff. Drastically improve customer support and ensure replacements without any hassle when issues arise. Now, they’re trying to sugarcoat everything with sweet talk.

[@ji3200]

Why not making 35ppd lense on Crystal Super? Resolution is already too good so give us bigger fov with 35ppd lense. 57ppd is totally uneccesary

[@demiquadfpv3333]

Yes historic customer base liked wide fov. We could do with a 150+ Deg option for people with 3090/4080/4090 gpu without having to wait for a 5090 / 12k solution and several thousand that would cost.

[@glenfoxh]

Thank you for supporting free speech. I have had my concerns about getting the Pimax Crystal Super, after seen some very disappointing things with the Crystal and Crystal Light. The Crystal does not work as a stand alone as promised, and needs a battery in it to run, even though it needs to be plugged into the PC to work. The Crystal Light is a nice fix. But I felt they went too far in reduction by removing eye tracking. I was near ready to get the Crystal Light, until I found out it does not have eye tracking like the Crystal does. Big disappointment there. Mostly when seeing that someone made some software that works with the Crystal eye tracing to improve its performance. But will not work with the Crystal Light, due to lacking eye tracking. Seems not only will the Super be better in near every way, but will also have eye tracking. I have high hopes for the Super being all that it is said to be. It will be just what I have been looking for, for a new VR headset. Been wanting the 12K since it was first announced. But feel it will not be out any time soon. And if I want a good upgrade I can actually use, the Super looks like the best and only good choice. Not sure if I want to get it now, at a cut price, or get it after reviews start rolling in.

[@Westcoastweenie]

Is there going to be any future calculus on how RMA time effects warranty. For example, i have gone through 2 headsets and 2 sets of lenses. My time from issue onset to resolution of my various qc problems totalled 6.5 months where i couldn't use my headset and/or didnt even have a pimax crystal in my house, yet the warranty ticked on. Of my 12 month warranty, i only had a working headset for 5.5 months and when the most recent one came, it died within 10 hours of gaming use, but of course, i was already shortly out of warranty and was asked to pay 800usd for a screen repair, more than a new crystal light... Surely some kind of warranty policy could be put in place for situations like this (in a way that supports both the customer and company, avoiding people being fraudulent.) because i know im far from the only one who spent more of their warranty period with a broken headset, or a headset in transit then they did with a working unit we could use. Only to end up backed into a corner with another QC lemon and no good method of recourse. I also wish the extended warranty was better advertised, i would have bought it in a split second if i knew... Or yaknow.. a 2 year default warranty. I want to say In pimax's due credit, after explaining everything as best as i could, they look to be replacing my latest defective headset, which is super cool of them (service has improved so much in the last 6 months or so). Unfortunately im still left afraid of what might happen if i receive another unit that kicks the can right out of the gate like my last one, since the replacement will presumably be out of warranty the instant it arrives at my door. Just like many others, i LOVE the headset when it works and i really want to commit to a crystal super, but my experience so far leaves me apprehensive because the way things are now doesn't make any of the headsets feel like a long term investment, just a super cool toy for those who have the money to use it as a disposable product.

[@Panzerlang]

Your warranty should have been frozen the minute you contacted support about the defect. Period. Anything less than that is fraud. Period.

[@Barron881]

I'm Barron from Pimax, you can send me your support ticket number and I can help with this.

[@blackhat856]

Nothing burger…told us everything yet nothing

[@wesleyfletcher4643]

Here is the exact reason I will nt support buying a Pimax in the future, To date I have owned a DK1, Odessey plus, HP Reverb g2, Mete quest1, 2 and 3, also a Pimax all of the headset except the Pimax worked perfectly and any time I did reach out to customer service of those other brands for information the response was quick and helpful. Pimax has not been helpful and my money was totally wasted.

[@russ3190]

I like Pimax Prime idea itself. I just don't understand why they don't want to provide an option to get straight 135 fov 50 ppd version. Instead they forced to buy 120 fov 57ppd first. It works for me but I definitely know it doesn't work for many. Also MeganeX will be quite competitive and they need implement HDR support for their headsets

[@JaapGrolleman]

Both will be full headsets and as separate optical engine

[@russ3190]

@JaapGrolleman will they support HDR? Thanks for the replay

[@Turbinepilot]

@@JaapGrollemanthat is a question I have too. Will the 50ppd option be available to purchase directly later if I wait. Or will it still require the 57ppd and as an additional charge to buy the 50ppd optical unit? Some clarification would be appreciated. I’m an OG crystal owner and if I knew about the crystal light coming out down the road it may have changed my mind.

[@JaapGrolleman]

@@Turbinepilot Each optical engine will be a available separate optical engine OR as a complete headset.

[@mikesaini5258]

Buying time and pushing back up customers warranty ticket till the warranty expires is not a gray area

[@JaapGrolleman]

This won't happen anymore. First because if a technical issue is mentioned to Pimax within the warranty period, but because of debugging and trying to trouble shoot, it is dragged out of the warranty, then it will still be covered under warranty. (In other words, the warranty is frozen.) Secondly, because we'll remind and remind again the customer care to take the side of the customer, not the company.

[@onedsc1]

@@JaapGrolleman Just so you know if you do try that in the US and get sued you will loose. Try that at a car dealership - oh sorry the car was faulty but now it is out of warranty. One of the reasons why the lemon laws exist here. That may fly in other countries but not here and you have a MS official VR badge to live up to. Piss them off and it is gone .

[@Pug-76]

@JaapGrolleman replacement units need new warranties please

[@channelvr1293]

I own a company myself and just yesterday I got a very bad angry mail from a customer. Believe me, most of the CEO's of a company do not enjoy disgruntled customers. That said Believe me when I say that not every customer is right and handled the product like it should be handled. There are a lot of not so correct people out there. And most of the time the correct people pay de price. That said every one make mistakes it's how you handle the problem the defines your company. So now instead of using my Pimax I have to solve customer problems lol 😂

[@briank3754]

I can assure you that it’s not the customers in this case.

[@gruuthuse]

@@briank3754 YEP I know had problems myself. But how do you "separate the wheat from the chaff" ?? Most companies just charge a extra for every article to compensate. I charge extra on every article to compensate for theft in all the shops.. sound unfair and honestly it is ... ;-(

[@jrgenkauling8269]

I've had a somewhat lengthy support case, but with a super good result. And I'm "just" a regular customer.

[@MrAnthonyfrench]

What was you're problem ? how long did it take for you to get what you want ?

[@jrgenkauling8269]

@ My problem was that eye tracking did not work, the problem was only solved when Primax customer service "took over" my PC. My nvidia drivers were not the latest.....and they obviously should be, it just wasn't mentioned in their documentation, or there Q≠A. But my experience was that it took about 5 to 7 days from when I asked something to their answer......and that's too long, I thought. But they solved my problem. And it's a great headset so far, I've had it since around August 23rd

[@Woopass90]

Talk is cheap. We need to see action. So many paying customers having to return their units due to faults. Pimax have totally lost cred.

[@Robin_S78]

They first take your money and then drop their customer service. For me this company is a scam. I gave up and took my loss. Life is too short.

[@loiphin]

Yeah why the hell should we believe you Jaap???

[@finndoessims3214]

Jap is an honest man. I’ve had great talks with him. He is being forthcoming and open about issues at Pimax. It took some guts to come on this channel and face the legitimate problems AND the full out haters. Pimax had to replace my headset last year, and it worked out ok. The path to help when escalation is needs to be clear and obvious, and it shouldn’t require Reddit or the discord. I believe this will get fixed. But I understand that customers who have had bad experiences- and there have been too many- would have a bit of trouble believing the problems are being addressed. The proof will be in the pudding. I have a super crystal on order and intend to buy the the 12k when it arrives.

[@seattime4075]

Unfortunately for Pimax, trust is hard won, easily lost. Hope they can sort it out, as their products always have allot of potential.

[@JacobTJ1]

The best damage control is to extend the standard warranty to 3 years. Do rigorous testing before putting products on the market.

[@BillyWatson-zr7bc]

Exactly. This would definitely make pimax keep on top of QC,and QA.

[@twistedtechmike4866]

As someone with a Pimax on order, even after seeing your video, thank you for this. You are 100% spot on that without Pimax we have no replacement for our G2s!

[@MrAnthonyfrench]

I just made the leap from the G2 and was thinking "naa it wont happen to me". I've had my headset for 3 days and spent them trying to dial it in only to realise the screens are out of calibration so i can't get the contrasts to match, also barrel distortion and blurry parts of the right lens. Hopefully you have a better experience and it's bang on (fingers crossed). It's just typical that all these problems come to light as soon as I receive mine. I agree with you on the needing Pimax to succeed and I think I will try and work with them rather than a refund straight away but I'm currently talking to someone on Pimax support and after nearly 3 days i don't have any answers or direction as it's like 20 hours between each message back and forth, so if i don't get anywhere in the next day or so i will have to automatically request a refund before the probation period ends. wow sorry I'm ranting lol

[@FlightSims-v4p]

I just brought a PCL as a upgrade after owning the Valve Index for several years. I plan on keeping my Valve as a back up. I think my only issue is that Pimax should include better speakers and comfort foam/strap with the PCL instead of selling them separate. Most people do have issues with the comfort and speakers - Pimax has to know that already. The Index comes with the good speakers and comfort with the headset so no worries when buying it out the box.

[@SackyX]

What is the pimax subscription for?

[@ervmoore1111]

Excellent information- communication is imperative! An excellent product needs excellent product support, go hand in hand. Appreciated!!

[@michaeljackson6504]

This might help me pull the trigger on the Super I've been waiting on for months. Thanks!

[@targs3574]

I like what you have done here.. thanks for bring this out... I"ll have a reply to the interview as I have some concerns and was formally invited to reply! and make comment.

[@MrAnthonyfrench]

I just made the leap from the G2 and was thinking "naa it wont happen to me". I've had my headset for 3 days and spent them trying to dial it in only to realise the screens are out of calibration so i can't get the contrasts to match, also barrel distortion and blurry parts of the right lens. It's just typical that all these problems come to light as soon as I receive mine. we need Pimax to succeed and I will try and work with them rather than a refund straight away but I'm currently talking to someone on Pimax support and after nearly 3 days i don't have any answers or direction as it's like 20 hours between each message back and forth, so if i don't get anywhere in the next day or so i will have to automatically request a refund before the probation period ends. I literally ask questions about probation period pausing or not while RMA ticket is raised and all i get is " send the video proving the faults" with no answers to any of my previous relevant questions, seems like time wasting to me. I really Really want Pimax to succeed more than anything, the community needs them, but for me, £900 is a lot of money to be tied up without a product working as described. Also i am willing to work with Pimax but i don't get the feeling I'm getting the same back, feel like I'm just another customer that doesn't know what they are doing and reporting things that aren't correct and the headset is fine bla bla bla. I have a good understanding of this tech so it's frustrating when I'm not trusted or listened to. wow sorry I'm ranting lol Come on Pimax you got this, like people say maybe concentrate on perfecting ? we do indeed need innovation but the speed Pimax innovates is crazy fast. Peace

[@tasercs]

My situation is identical to you. I have bottled out at the last moment. I tried to put the return window on hold as I try to work with them to find a solution, but the lack of response has forced my decision (along with the bizarre price reduction of Pimax 'Prime' coupled with the free postage that would see me lose about £140). Initially, they offered to replace the lenses but any action will take us beyond the return window. I have submitted a return request and followed it up with an email to ensure they got it within the return window as I had no response - automated or otherwise. I hope you resolve your issues. I too want them to succeed. I too am very technical. I don't think you are ranting either 😀

[@MrAnthonyfrench]

@@tasercs ahh I see, I'm not that familiar with Pimax prime and just had a quick read up but can't make much sense of it yet, are you a prime member ? did you get you're headset with a reduced initial price ? If I'm understanding it right the ten days only applies to prime members ? In my case it might fall under the usual consumer rights act ? because i paid in full. does that sound right or am i missing something. TIA

[@tasercs]

@MrAnthonyfrench this is only how I see it, I might be wrong... The main site says 10 days no quibble return. But somewhere whilst reading their site (can't remember where), it seems to suggest it may be 16 days... I don't think our consumer laws apply to them whatever happens. The Prime thing came after I bought mine. I paid over £900. Prime seems to suggest you buy the headset for £400 something plus taxes etc.. and then pay a lump sum with a slight discount or 24 months @$11 99 to use the Pimax Play software. Long and short of that, is that it would be about £100 less overall compared to when I bought it. Ideally, they would factor all that in and say, in order to make you happy, we will send you a replacement device that we have quality checked ourselves, and give you a refund to cover the lesser price. That would 'keep me quiet' and avoid them having to handle a return from me. I know, I know, what sort of planet am I living on 😂😂😂 Hope you sort yours out .

[@firebreathN7]

contents like this are gold! It was helpful that this issue happened to someone relevant with a good exposure. I'll keep Pimax in my wish list for the future

[@ryans4041]

Glad to see that Pimax is facing this head on and making structural changes to address their blind spots! As a VR enthusiast, I want them to keep raising the bar for the industry as a whole.

[@BillyWatson-zr7bc]

Only time will tell. This could be just damage control. tbh , pimax have had issues for years .

[@ryans4041]

@ totally agree. Something like this can spur corrective steps though. Like you said, time will tell.

[@reter312]

i hope the 12k won't come with the battery but standalone vr instead as we experienced with pimax crystal, the battery on vr comes with a lot of issues

[@TheAffenkotze]

I was going to buy the Pimax Super, but after all this I won't. Now I'll wait for the Index 2 or MeganeX.

[@Private-Hudson]

You can sort out your QC, which would go a long way.

[@ChristianWilken]

Nice to see that Pimax/Japp decided to show up on Your channel. I'm not doubting for a minute that it's a matter of bad communication internally. Some people just do what their told, exactly what their told and nothing more/less. Hopefully, they (1st line) can make a habit of asking internally, before replying like they did in Your case.

[@Mike-ck6jh]

If the customer is "first" I think the question needs to be asked if I paid for an OG crystal, and all of the software features promised (ie upscaling) have come to newer similar headsets first , how should I feel like I am first, when clearly I was jumped in the line by the Crystal light users? It seems customer "first" comes with whoever has the money in the hand gets the focus. Very disappointed that the OG crystal has not received the love and attention it needs as we all paid premium pricing. I have a preorder from the intial super campaign but boy am I having a hard time closing on the super. Also no mention of the oled display which was stated as well, which is the real reason I want the super. I really don't want the qled display at all. No mention of that most recently.... Again, I really think Pimax needs to get their communication in line, there is clearly putting too many products in the space, not enough closure on the exisiting products, and really disappointing the end customer. That is really the biggest reason why I'm triple guessing the super crystal reservation for $2 I made earlier this year...

[@AdamPotaznik]

One year warranties are bullshit. For starters, Australian and EU consumer law is a statutory two year warranty. Sorry but I am not buying cutting edge technology that relies on tiny screens with only a one year warranty. I've been burnt by LG 38" display which has a requirement of 7 pixels defective for warranty replacement, when same panel in the Dell/Alienware had zero dead pixel warranty. So I had 3 dead pixels out of the box. This is just one example of screen issues I have had in the past twenty years across mobile and desktop devices. I've got a faulty Lenovo Yoga OLED panel which flickers (faulty firwt gen OLED) and im typing this from a Galaxy Fold 3 with stuck pixels on the OLED internal screen. So upgrading from Oculus Quest 1 to Pimax super duper OLED and throwing a bunch of cash, I want equivalent of Samsung Care+ warranty. I would like to see things like free return postage , like some companies have done to ship hard drives back (or headphones) Ideally also a physical service centres in the major IT malls in Singapore, Hong Kong, KL. DJI has service centres or authorised partners worldwide. That would make me feel more comfortable.

[@garygoodwin3461]

I have to be honest. When i watched your first video on this I would never have purchased a PIMAX. After watching this I would consider it.

[@beleg1437]

When I started looking into pcvr options a little while ago I got pretty excited about the Pimax headsets. Then I saw the specs of the crystal super and thought, that's the one I want. I paid $2 and made a reservation for the QLED + OLED option. I've kept looking into vr since then and have decided to wait until the super is in people's hands. I really hope that pimax's past QC issues have been ironed out and the crystal super launch goes well for them. Last black Friday I decided to go with a Fanatec sim setup. I'm a little more cautious now.

[@dalemckenzie2828]

@@beleg1437 I love my Fanatec... it's awesome and never let me down. How you finding your experience?

[@DasJev]

their QC issues have not been ironed out and exist since 2017, so don't expect to much and return your unit immediately should it have issues, don't risk to go the support route with them

[@Munky332]

If anything, their QC and CS have gotten worse. They're predatory. Go look at the options they're offering on headsets now, pay a portion up front then pay a subscription fee for 2 years... This is some Dodge Challenger/Big Altima Energy/"Buy-Here Pay-Here" scam payment nonsense.

[@beleg1437]

@@dalemckenzie2828 So far no issues with my setup. Took a long time to arrive but has been working just fine. Their problems over the last year had me worried, but with Corsair taking over I'm hopeful that the Fanatec brand will live on for a long time.

[@beleg1437]

@@DasJev That's why I'm going to just wait and see what happens. Thinking I might get a quest 3 to try out pcvr now.

[@USMCWing556]

I just got the Crystal Light then I saw these videos. I hope thing aren't like this when or if I have to contact costumer service. The way this was handled is classic customer service for any tech companies I have delt with. Ive only had two in my lifetime (50 years) that where like sure we will fix this no problem. One such had the headset out the door while still on the phone (HP). I didnt have to pay shipping at all. But those where the exception. It always seems like with no matter who the company is, its like a game. And if you effect the ego of the other person on the line they shut down and start saying its our policy to deny your claim. My thoughts of what should come of this? It needs to be more then the HR speak of "customer is always right, reach out if you have problems," when you have agents that seemly get angry or effected by what is being said and shutting down customers and seem to enjoy doing it. (My experience with other companies.)

[@BIGMIKECON1]

When Pimax replaced my Crystal. They sent me a used one. I asked about it no one responded. I got tired of dealing with it and gave up. I ended up spending full price for a used OG Crystal. I will never buy anything from pimax again

[@Panzerlang]

You were criminally defrauded.

[@VillainVonBadGuy]

Well I'll be getting my super soon. Excited about the new prime deal. The whole idea on payments is better for them and much better for us as we can get into a new console "pimax crystal/super" without breaking our bank immediately. Thanks pimax for being good to your customers and future customers.

[@GYGOtv]

Glad the new subscription deal will work for you. Hope you love your Pimax Headset when you get it. Thanks for the comment.

[@stevetb7777]

Something Pimax really needs to address - many have been concerned about, what about 8KXs that broke during the extended years of time since the trade-in program was announced? Many have been too afraid to use theirs as they don't want them to break and get less for the trade in! Some have failed. This is to expected as Pimax announced the trade-in (2021 I believe) with the 12K on the horizon, now it could realistically be years more before it hits the market.

[@tasercs]

Sadly, having watched the first video and just having received a Crystal Light with a distorted lens on one side and chromatic fringing on the other - I have decided to return it within the 10 day window. Despite the offer of new lenses from Pimax, I got cold feet. Once you lose confidence....

[@FlightSims-v4p]

I was at this same decision point. Whether to let them fix it or pull the trigger on the refund. I decided to let them fix it mainly because I already have another VR headset (Valve Index) which has worked perfect for me for years. So I can afford to be patient without getting too frustrated.

[@tasercs]

@FlightSims-v4p Yeah it's hard to know what to do. Is that ongoing for you now then, are you waiting for them to fix it? They do say they will follow through until you are happy with the resolution and other people have commented to say they don't like a ticket to be left . As you say, as long as you aren't in a rush.

[@FlightSims-v4p]

@@tasercs I just brought the PCL, but the issue is I think there is a 15 day return, but if you are waiting for them to fix items - does it run over the refund counter. I am not sure.

[@tasercs]

@@FlightSims-v4p I would guess that any delay in actually stating you wish to invoke a no quibble return, beyond their stated cut off, would prevent it. Maybe, that is one of the unfair rules that Japp was suggesting they should train their customer services staff to ignore?? We are all happier consumers if we end up feeling fairly treated, even if a company makes a mistake or two enroute... what is guaranteed to make us very unhappy consumers, is if a company has a lot of rules that leave us feeling unfairly treated.

[@FlightSims-v4p]

@@tasercs I have decided to return my PCL. Im tired of all the issues I am having with it. So I guess I will see what happens.

[@Phillybump]

I am also glad that Pimax did at least confront problems they're having with pimax and I also have problems with the crystal from time to time but I can usually talk to Calvin since I was a tester for the crystal, but I usually have good results when I do talk to Calvin even though he is busy. So I cannot really say how good it is for the rest of the people that have bought a crystal. All I can say is that I hope Pimax does not take their their customers for granted because their customers are the only ones that are going to be able to push them forward to make the new tech that we all want.

[@marc_svsengineering4319]

My system falls on the upper end (for AMD) I still have to disconnect and reconnect USB and Video to troubleshoot why it's not connecting, sometimes flashing lenses, sometimes one lens out and sometimes the Battery not charging. It's all random but never working right away. Using different USB ports on the MB or using a USB power hub doesn't make a difference. I am in the process of upgrading my PC again (MB,RAM,CPU,GPU) but waiting on the 5000 series of Nvidia since my current 7900XTX apparently maybe the issue as far as what other majority of functioning Pimax Crystal users are using.

[@fingers68]

The lack of communication regarding an ETA on an order 2 weeks ago has got me hovering on a phone call to CC for a charge back. Update customers or you are going to loose them.

[@GYGOtv]

They make is so hard to love them sometimes with stuff like this. I'm still on about a 1 week communication cycle with CS Support Tickets too, so that part hasn't changed yet. Thanks for the comment.

[@anthonymoloney3671]

I want to add that I'm extremely uncomfortable with any organization that expects to remote into their customers PC to problem solve. This is a no-go for me. It's not acceptable for customers to potentially weaken the security of their system. No product is worth that. I'm OK with forwarding reasonable logging and such, but in my experience, Pimax relies a little too much on using remote access.

[@steeltribe3967]

I have had several Pimax headsets and they were good. The software needed improvement but when I sold my Crystal it was much better. I never liked the batteries and that was the reason for selling it. I did not go for the 'Light' but will consider future models as much as any other brand. I could make negative comments about every headset I have owned from the Aero to the BSB. We are on a journey here and there is no perfect headset in the market, they are all a compromise.

[@HeadsetHistorian]

I think Pimax is handling this well and shows they are honestly trying to improve all the time. If it was just damage control then surely they would't allow for a youtuber to handle the editing and uploading of the video etc, most companies would just not reply (look at the amount of issues with meta and people's RMA headsets being missing for months, but no official word or response). The situation that happened here, particularly with offering a paid downgrade to a cheaper headset, was unacceptable but everyone makes mistakes and when you have 100s of employees there are going to be situations where these things fall into grey areas. To be brutally honest, I feel like Pimax get unfairly held to a different standard than other companies. Like Visor from immersed follows essentially the same payment plan as the new one announced from Pimax yet it didn't receive any backlash or scrutiny like Pimax did. In a way, I think this shows that Pimax are offering something us enthusiasts really want, so that factors into it also. For people that say Pimax haven't improved or keep making the same mistakes, I have to strongly disagree. The improvement over the last year has been massive. Look at the software stability alone, that was one of the biggest issues for Pimax for years (especially with the 8KX) but it's rock solid now for the vast majority of users. For msot people it really is plug and play now. Then we have things related to the sharing of information and release dates etc, in the past we would have release dates getting mentioned almost monthly and being pushed back the same amount etc, Pimax have definitely matured a lot here. They also have grown their distribution network and handle a lot higher volume that before. Pimax still has a lot of growing to do but I think they provide a sorely missing spot in the PCVR market and are clearly VR enthusiasts themselves which is more than can be same of many other hardware manufacturers. I know I'm coming off as defensive here but part of me feels the need to pushback because while Pimax's reputation is deserved in many ways, they do seem to get a lot of unwarranted hate and outrage. I don't see other companies responding this quickly and directly, if anything other companies just ignore issues like this entirely which usually makes them go away quicker (not what I want to see but it's a double edged sword is what I mean). Of course, at the end of the day, actions speak louder than words so lets see if this aspect of the customer experience improves. As a PCVR enthusiast, Pimax are my favourite company out there so I'm definitely a bit defensive ha. I'm sure I'll get hate for this as well, called a shill or fanboy etc but wanted to put a supportive voice out there.

[@Lonewolf23-26]

I think your comment is balanced. I agree with most of what you said here, I had issues with shipping but they were resolved and my headset has been great.

[@Daniel-ct8jt]

you one thing, during the last month or so trying to get connected with their sales team and asking questions only I have realized how bad they are. Pre ordered super and guess what nothing there, they didn't even issue any statements regarding people who placed pre order. Seems to me they only promise but never deliver. That being said I'm really hoping they improve i really like to try their super but I'm worried about quality and long term life.

[@cbinder46]

I want to buy the Pimax Super...but these stories and even their responses have made me weary. That's a lot of money to spend and not get the support that we are seeing is likely needed within the warranty period. TBH, for that amount of money, I should be able to get 5 years out of these products without any issues. I would be sick to my stomach if my $1700 hmd failed a month after the warranty period. Because of the reliability, I lean towards better value with VR headsets, which is why I am more inclined to buy the much more affordable Quest 3. I had a lot of fun with it when I borrowed my friend's.

[@MrRyan83]

Preordered the Super 2 days ago after the sync video. The promotion was for 'Free Shipping' to Australia (amongst other countries). But I was still charged shipping. No response to my support request as yet. Simple refund is due for shipping (and backend store correction of this issue for other buyers).

[@MrRyan83]

#86211 PM5150091 is the support ticket.

[@JaapGrolleman]

​@@MrRyan83this'll be checked and fixed

[@francismoore4976]

Hi, one very important question that was not ask is : What is the failure rate of you VR headset? Can you share with us in full transparency what the numbers are?

[@reptilexcq2]

No company will or should share that kind of information.

[@francismoore4976]

@@reptilexcq2 WRONG, I did bought several PLEXTOR ssd's and they were proud enough to share their failure rate and they had the best SSD's out there. Made in Japan they were, need I say more

[@reptilexcq2]

@@francismoore4976 I shall say, not many share it.

[@francismoore4976]

@@reptilexcq2 Wrong, Plextor SSD's shared that info with the users and it was at 0.16% rate of failure. It was the best out there. Made in Japan.....

[@chrisp8856]

Well, I was hoping Pimax could reinspire me to purchase their product.

[@cptclutch2530]

Excited to hear about that trade in program for the super! Definitely a good move considering the amount of people that have been holding out for the program with the 12K. Great interview from both of you.

[@No1astrofan]

I seriously think if pimax were to resolve there issues with customer care & quality control. New customer's would flood in. I bought a quest 3 in preference of pimax simply because it works straight out of the box. I would have loved to have baught a pimax instead but didn't have the confidence.

[@JaapGrolleman]

This is the plan of course. We would love to have you as a customer and it's up to us to provide a great experience to you. Not the one Mark had.

[@No1astrofan]

@JaapGrolleman Hopefully I will become a customer in the future once you've been able to instill conference in the community & I hope you do 🤞

[@JaapGrolleman]

@@No1astrofan Hope so, thank you!