All I whanted to do is to change my order a bit 10 minutes after I placed it on the June 6th.
So I request a cancellation of my order and describe perfectly that I just want to re-order it.
Pimax was silent for 4 days (!), my credit card was charged, exchange rates were applied.
I was start thinking that all of this were not a good idea at all, but decide to wait for the official answer from Pimax.
On the June 10th Sally replied, that refund is on it’s way.
I was pretty dissapointed that it led to a refund instead of simple cancellation, but i was internally ready for this after my card was charged.
On the June 15th I’ve got an e-mail, that confirmed a refund value of $906.88 instead of $944.00 I have paid!
At first, I think that another transfer on it’s way somehow, and ask Sally what was going on.
On the June 18th Sally replied, that $37.12 is a commission taken for refund!!! !!! !!!
Beyond that I cannot find that any commission is taken on Pimax site, Sally did not mention me that, clearly knowing that I was just going to re-order, and such a case may surely affect my decision of order cancellation.
So, at last, with $37.12 commission and all exchange rates applied, I have lost about $130 after all.
Thank you, Pimax! Thank you, Sally!
I will not re-order, I think… “The moment is lost” as they say…
I see you used the word ‘cancel’ and not ‘change’, I can see why the order was refunded now. I think Pimax are going above and beyond! Thanks @PimaxUSA as the cancel and refund was done and fee charged by a 3rd party.
But I do wish you well and hope it turns out to everyone’s satisfaction
The idea of my request was pretty clear, and the support service that really cares should help me to avoid doing stupid things, not just executing them without a doubt. And again, it must inform the users of any additional charges that may take place before they are taken.
That’s stupid on Pimax’s is part. A refund is something that happens when an item has been charged to a credit card and the item has been shipped/delivered.
You cancel an order when something hasn’t been shipped yet and cancelling orders or making changes to them usually have a no fees if requested in the window of opportunity, this is standard practice in online orders
Pimax however seems unable to handle something as simple as orders in a timely fashion thus all this shenanigans, I would also say that lack of basic English reading comprehension is also a factor.
I have said it before and will say it again this is something Pimax needs to get a handle on if they wish to sell outside of China. In this case I would say Pimax needs to correct this as the error is on their part for misunderstanding a simple request such as this.
Just to inform everyone interested - the case may seemed solved, as Pimax promised to consider issuing a coupon to smooth things over, but it is not, actually, as no coupon have been delivered yet, and @PimaxUSA is not responding for personal messages on this case for the last 3 days…