How to open a support ticket?

General discussion
1

How exactly do we open support tickets now?

My headset is cracking and I would like it replaced before the warranty expires.

While we’re at it, is there any word on whether RMA’d P5K+ headsets are being replaced with a model that will not crack in the future?

2

I’m a backer in the process of trying to RMA my second cracked/chipped 5K+. In lieu of the doing the RMA, Pimax has asked if I would settle for some accessories or, it I wanted to get an 8K X they could offer a discount on that. I haven’t quite decided yet.

I’m guessing they don’t have a good sense that replaced units won’t have the same problem so this, combined with the shipping costs probably makes it more appealing for them to offer alternatives to the RMA.

Not quite sure what link should be used for the ticket these days. IIRC the current ones aren’t quite what I saw when I opened mine.

1 Like
3

It seems like emailing support@pimaxvr.com might have got the ball rolling…!

4

I used a form similar to what you see at https://store.pimaxvr.com/helpdesk/order-support-1/submit, but I’m not sure it was that exact one.

5

Hello Skerper,

You can kindly submit the ticket at Personal User Support. Then you will receive the ticket number (# XXXXX), our CS team will response on the ticket once they receive it.

Please kindly take note that, the CS team will reply via ticket system but not mailing.

Hope this will answer your question.

Sincerely,
Quorra.Pimax

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6

Quorra,

Thank you kindly for your reply.

As I mentioned in my post, the link you gave me there does not seem to be working.

If I click “submit”, the submit button will briefly go gray, and then will turn black again. No status message is returned and the website gives no information. The chrome developer console shows a ‘400’ error every time I click the link.

As I now have a support ticket response, it is possible that the website actually works, and that I have as a result submitted the same ticket 4-5 times.

Either way, it gives no indication of its success or failure, so it should be considered non-functional at the current time.

7

Hello Skerper,

It might be the problems with the browser, did you try the link on the other browser?
Because it does work fine on our PC, we can actually submit the ticket at the link provided.

Either way, drop us an email at quorra@pimax.com. We will forward your problems to the CS team.

Sincerely,
Quorra.Pimax

1 Like
8

Quorra,

I generally expect Google Chrome to be supported by all websites, so I do not have another browser handy to try with.

As I said, I have got a support ticket now, so it’s possible that the form works, but does not give useful feedback about its workings.

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9

Hello Skerper,

Alright mate, we will ask our CS team to check it, whether they come across a new RMA ticket. If they do, we will notify you here.

Is that okay for you?

Sincerely,
Quorra.Pimax

1 Like