Hi,
Ordered a Pimax 5k+ two weeks ago, thinking (hoping) that the issues people had with support, replies and the general quality of the communications and interaction with Pimax were just isolated bad experiences. I also have a small company that develops and sells consumer electronics, so know that a bad customer is more likely to complain online than a happy customer. Seeing how Pimax were a small company trying to take on the giants with what looked like a fundamentally really good product, I was sold. How naive of me.
The initial interaction through emails has been quick (as it always happens with shady companies when itās about getting a customerās money), although, in hindsight, alarm bells shouldāve been ringing because of the total lack of transparency on the website. No address for any of the offices (understand now thereās UK, China and USA), no phone number, no company information. But somehow, my brain, being in āletās help a fellow small company outā, missed all those signals and even though, I was a bit bothered when I found out that theyāll throw discounts at you to get the sale (those 30/50$ vouchers), I was still very much dying to get the unit and be amazed at what Pimax have achieved.
Shipping to my country took almost a week and I got it this Monday. 1-2 days after, the summer sale starts. At this point I already ran into the issues that everyone mentioned and which I hoped they wonāt be that bad. They are. At my low IPD (62), the weight of the headset pressing on my nose through the lenses makes it really really uncomfortable. Bought a Vive VRCover replacement foam, but thatās still to small and at this point I canāt get the headset to be as comfortable as Iād like it to be without some DIY. But I didnāt pay 700$ for DIY when I can get a Valve Index for less money, with amazing sound, proper headstrap and a proper company backing it up.
So I messaged support asking if they would at least reimburse me the difference between what I paid for it and the summer sale price. I also saw this as a way to test how quickly they reply to issues and if they do any effort to keep the customer happy. We run into similar issues at my company and we always choose to reimburse the customers simply because they can easily return the product within the 14-days allowed by the UK law and weād end up with a used product that we canāt sell and an unhappy customer. And rightly so.
Iāve emailed them on Wednesday and got a reply from Sally Huang. I wonāt blame her, Iām sure (hope) sheās just following company culture here, but the interaction has been absolutely horrible. To the point that instead of wanting to get the same price as the summer sale (at least), I just want to return the headset and never hear about Pimax ever again. Why? The first reply was filled with blatant lies about how I canāt return it if itās unpacked and used, how Iāll need to pay for a return fee (besides shipping it back at my own cost) and how it says so in their āsale policyā (it doesnāt). Not to mention that the website breaks a pile of EU laws by not asking you to agree to the T&Cs before ordering and their data privacy policy is an absolute joke. Both infractions potentially resulting in millions in fines. So either Pimax trains their employees to try and con customers into believing they have no rights after paying 700$ for something without being able to test it or said employees have no direction from above and just act on their own ideas.
For two days I keep asking about the return address and full instructions on how to send it back (I anticipate a lot of aggravation there as well), but, in true Pimax spirit, there has been no reply back. Probably hoping that Iāll give up.