The issues highlighted in op’s 1st, 2nd and 3rd headset should not have occurred with good packaging and decent quality assurance/quality control testing.
Bad cable, faulty screens and faulty power supply should be picked up by pimaxs quality control department seeing as they supposedly boot up all HMDs to check them for issues before shipping.
As far as Pimax has said, faulty cable issues and cracked plastic were resolved by pimax sourcing different, better cables; and changing the plastic compound to be more durable than it was previously.
The way the cracked plastic issue was addressed by Pimax, lead us to believe cracked casings would not be an issue for the majority of customers moving forward.
OPs RMA experience begs to differ and says otherwise. It has made Pimax’s stance about cracked plastic, which has supposedly been resolved, (the issues which lead to cracked plastic for many customers), unbelievable.
I agree an official statement from Pimax is required to address this, otherwise their reputation will take more unneccesary damage from bad communication. Seems like quality control for Pimax is either nonexistant/not good enough, or the headsets need to be packaged better to avoid damage when shipping.
5 Likes
I really hope these kinds of production issues can be resolved when pimax releases their 5k+ Mk 2 revised version
2 Likes
Dear Paul,
I took leave last Friday and Monday because of family problem.
I apologize for the late reply and the fourth quality problem of the machine. Now I’m discussing your case with the team.
This happened, and I felt equally unacceptable and angry.
I will reply to you in another post, and I will giving you and another backer a formal apology and explanation.
Yours sincerely,
Matthew
6 Likes
Hi Matthew
Thank you for the reply and apology. I’m sure you can understand by now I’m reluctant to keep going through the RMA process with the same results.
I know I’m not just speaking for myself here too, there has been much discussion between people in discord, the forum etc… where people have cracks and are reluctant to send the headset in.
I hope Pimax will come clean on these common issues and what you’re doing about them.
Pimax did a kickstarter and with that should include the responsibility to maintain a good level of communication with backers who put some trust in Pimax. Its felt very obvious the crack issue has been downplayed significantly and frankly I and various others have no confidence this issue is anywhere close to being resolved.
I appreciate you’ve let us know this is noticed however and look forward to a more detailed response.
Thanks
8 Likes
Hi Paul,
I’m sorry to reply to you so late.
I will re-open the tickets #16040 in the customer service center, and I will start the after-sales replacement service for you.
Thank you for your support.
Yours sincerely,
Matthew
4 Likes