-Their Pimax helmet which is expensive, buy on the Pimax website are guaranteed 1 year parts and labour.
But Pimax does not offer a warranty extension of 24/36 months as offered by computer equipment manufacturers such as #Apple, even the paid to be 100% guaranteed on the repair and sends the helmet at Pimax’s expense in China.
There is no after-sales service except China! My question is:-Will Pimax offer a warranty extension quite quickly given the price of the future Crystal Super helmet?
-Another question:
-Will Pimax like its delivery service in Europe/USA/Canada have an after-sales service to avoid paying shipping costs to China.
I have a Canadian friend who bought a Crystal in pre-order in June 2022, he received his helmet in 2023.
His Crystal has just broken down, response of the Pimax after-sales service = Helmet broken, return to China to the factory in Shanghai.
It is my Canadian friend who will pay for the shipment from Canada to Shanghai = 90 euros plus a return shipping tax of 13% = A very expensive invoice and still the helmet is not repaired, when the Pimax technicians go to repair it there will also be the cost of the repair. In all countries of the world we talk about repairing your equipment to avoid overconsuming the resources of our planet, it would be nice if Pimax offers a warranty extension of 24/36 months as Apple does for example given the very expensive price of repairs of our Pimax equipment.
Recently I saw some video on them having a US base with former Pimax employees so for the US I suspect this could be better? (but if the experience of your Canadian friend was recent, perhaps not so much in practice after all).
For the EU? No idea.
I would wait until it becomes available via retailers, so you can return it to them and then let them sort it out with Pimax. And you‘ll get your 24 months of warranty w/o any argument b/c they know the law.
Say that a depot in Sweden now takes care of the after-sales service in Europe to repair and reduce delivery costs.
Pimax will also study to create extended after-sales services as proposed by many manufacturers!
It would be great a duration of after-sales service extended to at least 3 years in my opinion given the purchase price of our helmets and their internal complexity that make the cost of repair high.
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For my Canadian friend@Marc_63, he would like an after-sales service in the USA or Canada to avoid sending his Pimax Crystal to China in Shanghai to the Pimax factory
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We really need at the very least more English natives to help facilitate smoother support experiences like when Kevin had the US Support running. This will help reduce the workloads for both you and Jaap. Ever since US support center was closed to pull support back to China; has effectively made support experiences often very frustrating for consumers. I also imagine it has created a lot of stress in the support team having to try using language translation to interact.
We are currently exploring the possibility of reopening US Support, which would encompass hotline, repair, and RMA services. We will provide further updates in due course.
Yeah, this is one of the considerations making me rather nervous about investing big into a Super. The user experience in the headset is one (important) aspect, but the friction of continued use with Pimax Play, the QA, support services, language barrier also weighs in.
Their support can be great at times, but it is this randomness about Pimax, just like the decision to go US Support Center, then retract again, now considering to reverse that again? You just don‘t know what you’ll get.
I am okay with life being like a box of chocolates (citing Forrest Gump) but not so much with 2k+ investments…
With all due respect to what it brings in terms of taking risks to reach farther, Pimax could really benefit from some cool-headed longterm thinking & planning not getting thrown off course by new ideas time and again.
So Pimax wants to reveal a new product on Monday? I suppose the version of the Crystal Super as slated to be demo‘ed during CES2025 in January? But why label it as if it were a new product? Perhaps they needed to crawl back on one or more specs they did not manage to get done, and name it Pimax Crystal Subpar this time? Sounds almost the same…
