If anyone has a statement from Pimax, officially telling the backers that the warranty is 1 year, please post the quote/source down below since I have missed that information completely, thanks.
I was dealing with the support since October last decade and back then I wasn’t able to find any information about the length of our warranty, now I got this after contacting support again:
“Sorry for the trouble. But I have checked your order and found your order has passed the warranty period. We offer one year warranty. You received the item on Jan 2019. And now you contacted us on Feb 2020. So I am sorry we cannot offer free warranty service. If you want to repair, you need ship it back to us at your expense. And you also need pay repair fee. Then we will repair it for you. If you need repair, you can let me know. Thanks.”
Which in my case would mean to pay almost the full price of a new 5k+ (cracked housing + dead pixel). No thanks.
Backstory: (TLDR: I had a broken cable, cracked housing + dead pixel, tried to get HMD replacement but only got a cable replacement. Now I tried to contact support again since it seems to have improved and got told I’m out of warranty)
I had a broken cable, contacted support (October 2019) but didn’t get a response for 2 months.
Eventually during that 2 months I asked for a HMD RMA and not just the cable replacement, since it has a cracked housing + a dead pixel (It was rumored that the warranty would be 1 year but it was never officially confirmed so I figured it was about time to get it replaced)
I also wrote Sweviver a DM + posted a poem, trying to get help from him with the unresponsive support (he read the poem but never responded to my DM as he told me to do so)
Pimax support responded but only offered me a cable replacement
- “Sorry about the late reply.
We will arrange shipment the cable first to solve the sparkling issue.
If your headset does have a problem that can’t be working normally, our technical colleague will help to fix that.
If it can’t fix, we will give your RMA service.
We are deeply sorry for the long time no response, it is a terrible experience and we are working on this right now.
Please do believe you will get the fully after-sales service.
Have a good day and Merry Christmas!”
- “Sorry about the late reply.
I agreed to get the new cable and didn’t asked why I don’t get a HMD replacement since it took 2 months to get a response from the support. I was afraid if I start a conversation it could take another 2 months just to get a reply. Also it was constantly said that the support would improve. So I figured it would be the best to take the cable now and contact them again for the HMD RMA once they would have improved support. This decision was further backed by the insight COO Kevin Henderson gave us in an interview saying the support has trouble understanding the English language but support would improve in the future.
Surprisingly the new cable I got did not fix the cracked housing and the dead pixel, who would have guessed that.
After Pimax acknowledged the Artisan housing issue and announced an accelerated RMA process for cracked housings I figured they finally have improved the support and I can get my HMD replaced.
Since I created a new ticket (February 2020) they seemed not to know that I was already trying to get a HMD RMA a few months ago, hence the response that I’m too late to ask for a RMA.
Today (21 February 2020) I contacted the support person who arranged the cable replacement for me explaining the situation, since there are the messages located to proof that I already asked for a HMD replacement before the warranty was over. (I haven’t got a response yet so I’m writing this post to increase the chance of getting my issue resolved, since the forum has been more helpful in the past then the support was).
But seriously what am I supposed to do if a replacement takes 3 months! (from first contact until I got a cable replacement).
After I got the new cable I needed a break from complaining about pimax everywhere to get attention just to maybe then get help from the support. And Pimax needed time to improve the support and answer the dozens of tickets from people waiting for several months.
And once they seemed to have improved the support and I’m contacting them again for the same reason I did already months ago, I get told I’M TOO LATE.
No. Just No ! after struggling for 3 months with support and not receiving what I’ve asked for ?
Ticker Nr. from February 2020 where I got told I’m too late for free RMA: #24151
Ticker Nr. from October 2019 where is proof I asked for a HMD replacement in December 2019: #18860
the only positive thing to mention here is that the support replied after 2 days instead of 2 months.
please Help @pimaxquorra
Edit 24.02.2020: I just received an E-Mail from the vivi (who told me I couldn’t get a free repair) saying they looked at my case again and found it’s indeed under warranty, since I contacted them before the 1 year period was over. I got offered to get it repaired or a discount if I upgrade to one of the vision series.