This is a heads up to people not hearing back from Pimax after replying to a support email asking for more information. There’s a reason, and when you understand what’s happening you’ll see that they’re not ignoring you - I thought that too for quite a while.
So this is what happened to me. I received my 5K+ in early February with three defects (scuffed panel or lens, flickering dots, intermittent short blackouts). I filed a support ticket and thought, OK, this shouldn’t take long to resolve. I received an email acknowledging my filing the ticket with support saying “We’re on it.”.
A day or so later, another message telling me that my Pimax had shipped. Hmm, I guess this was a reasonable misunderstanding about the reason for my ticket - it was a time when everyone was asking if their HMD had shipped and I had filed the SUPEN ticket under the category “Kickstarter order issue”. I sent a quick PM to @anon74848233 to intervene and mentioned the real reason for the ticket. He stepped in and I then received an email from @Alan.sun asking for some videos to show the issues.
OK, I thought, we’re getting somewhere. On Feb 19th, I replied to his email (Alan Sun email@example.com) which had a reply-to header of firstname.lastname@example.org (this last address is where my first email went to because when I just hit reply in GMail, that’s the address that is filled in.
Another week passed and nothing. On Feb 25th, I sent another reply to Alan now to the email address attached to his name, email@example.com, after having noticed the two addresses in his first email and thinking the reason he didn’t reply was due to using the one in the reply-to header.
By Mar 4th, with no further word from Pimax support, my patience was wearing thin. Another PM to Dallas to please intervene and move things along. He nicely did that, and I received another email from Alan saying “hi, please tell me all your problems here，i replied you before，but didn’t receive any response.”.
I replied to his email again, telling him that I thought the email address I had used had caused him to miss my initial reply and I helpfully (so I thought) mentioned that I had sent it on Feb 19th, and I included my previous message in this new one.
Silence again. Jeez, I thought. What’s happening here! These guys have the most disrespectful support I could imagine. They’re just outright ignoring my issue. I read through the forums and saw many other people in the same boat. What a bunch of good-for-nothings!
With my fuse at its end, I PM’d Dallas and mentioned where I thought the confusion had come in (i.e. the email addresses being used). @Sean.Huang stepped into the PM thread and told me to check SUPEN-1886 (my ticket). OK, sure, I thought everything regarding this ticket was in the emails that had been exchanged between Alan and myself.
With a last burst of exasperation, I searched around the forum and found the section Have issue after received headset. There I posted a question asking where exactly I should be looking and finally Sean gave me a link to the place where issues are tracked, and likely the only place being monitored by Pimax support - the JIRA issue tracker.
My problem all along was the assumption that the emails I was receiving could be replied to with the expectation that the information I provided would get back to support. It doesn’t work that way. When a comment is added to a JIRA case, an email goes out, but it’s not intended to be replied to.
SUGGESTION @anon74848233 @PimaxUSA @Sean.Huang - make it very, very clear that JIRA is the place to add information to a SUPEN ticket and not that email is a one-way thing. Potentially, change the setup around the emails being sent by JIRA so that they include a link back into the JIRA system or that the answer to an emails coming from JIRA can get back into the issue tracker as a comment.
Not following the above recommendation will lead to maximum frustration, shaking fists at Pimax’s “incompetency”, swearing and all kinds of other unneeded stress.
Cheers Pimax - I know you didn’t intend the to cause grief and I know that I could’ve been sharper about all of this, but I’m getting old here. Anyhow, now that I’ve got things straight, I hope that a resolution to my ticket can happen soon.