Among the issues reported by backers recently, there are two main hardware issues so far:
There are two cases reported so far and we have analyzed one case and find out that it is mostly caused by two reasons below:
A.The packaging is not firm enough and shockproof for a long distance delivery, which could damage the box and the headset.
B.The workers (including QA) were not perfectly familiar with every single step of the manufacturing procedures at the early stage of mass production. This is subject to inadequate internal training and improper management that birng the headsets finally under logistics challenge.
A.Weare currently making ananti-shocktest tofind out the reasons and to make improvements of thepackage.
B.We willgiveour workersa more specific internaltrainingrelating to this issueandimprove themanagementof production,andat the same timewe will also give product agingsample test （one samepl Per 500PCS）.
We had planed to apply industrial camera to the check of headsets, but since we had a tight schedule of production, and it was not ready when the first batch of products were produced. This is the reason why we could only rely on human eyes to identify dead pixels of a small number of products in a more subjective way in early stage, which leads to the increasing number of defective products.
Wewill move to the industrial camera solution ASAP,and from theresult of thecurrent internal test, thesolutionhas improved the accuracy and efficiency oftesting.
We will collect top 200defectiveheadsetsfrom backers andhave an analysis of them completely. We will try our best todetect issuesof ourproductsand solve themas soon as possible.
Special customer service for backers
Every backer deserves our Pimax special customer service. Once the reported hardware issue of the product is confirmed by the Pimax team online, we will ship a new headset or new accesories to backers to replace the detective ones. Backers do not need to wait until we get the detective products back. (Notes: this is only for backers)
We attempt to provide service support 24 hours a day and 7 days a week in the near future and we will keep all of our customers well-informed.
We have already shipped a certain number of headsets and accessories to our warehouses overseas and in this way, we can make sure that every backer who have a detective headset can get a replacement quickly.
@anon74848233 This is actually really good feedback to the backers! Thank you!
You have another common scenario emerging. The perceived backlight leak issue (what we are calling it at the moment as we’ve no idea what the issue is). 3 known cases so far on the 5k+, all in the left eye.
Thank you. This is a great response to an unfortunate problem!
I am glad that Pimax has realized the severity of the situation. I understand that such problems are common, when bringing a complex, brand-new product to market. However, I am disappointed that so many defective headsets were actually delivered. I’m sure some of those headsets were damaged in shipment, which is something that cannot be caught at the factory.
The key takeaway is that significant (extra) QA must be performed on those early builds.
@anon74848233 Thank you for defective replacement solutions. However, I have submitted my ticket to http://feedback.pimaxvr.com/ and no response from the team about the defective Pimax 5K+ that I received. Can you look into this please. Thanks
Dallas, you need to inform your staff about this as they are still insisting I need to wait for you to receive the defective unit and test it before they will ship my replacement. The tracking is even showing that it was delivered and still they are saying to please wait for the unit to be received and inspected.