Thanks for investigating. Think the community doesn’t care so much who to blame but just how to fix it and to ensure the process is running smoother in the future.
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This is exactly the sort of thing which causes Pimax to have such a poor reputation.
Why on earth is the China team trying so hard to give everyone another reason to bash Pimax on the 'net and further ruin their name? Plus, Pimax advertised 2 foams! This can cause legal problems, which would certainly be far more expensive than the cost of a few thousand foams.
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Well, they do have some variety here - you also get the make-shift nature of the eye-tracking module installation with manual cut-outs required and, as a bonus, the module than even apparently is super-fragile and the first user to receive it bent & broke (parts of) his while installing it…
You see, they do offer ugly surprises in all shapes & forms… 
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That’s another good example of Pimax’s issues.
Imo, Pimax should pre-install the lens attachment gasket on EVERY headset at the factory. The tedious installation mars the user’s experience and Pimax’s reputation.
If not, the other (poor) option is if it’s easily broken during installation, they need to include spares with the eye tracker.
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If they are using double sided sticky tape to stick the ET to the material of the HMD, you will always have problems, it will leave a sticky residue on the material and collect dirt after a time, and will never stick very well.
I have said this before, but they should have incorporated magnets into the HMD from the start for the ET to fix to.
Seems to be a problem with Pimax, that they cannot think one step ahead, comfort kit is an example, why have they not thought about the cutout for the ET is beyond me.
They never thought about the eye to lens adjustment with the comfort kit, and now have to correct the mistake with different foam sizes.
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Why are you talking about your company in third person? There is no they. You are a representative of your company and the worst thing you can do is point fingers at your own employees. Comments like this further reinforce the impression that you lack the PR experience necessary for your job.
You need to learn to take responsibility.
Here is the correct form of your previous statement:
“We have uncovered some incorrect procedures regarding the packing of the face foams (replacing the thick foams with thin ones as opposed to adding both) and are now in the process of fixing that. Rest assured that we’ll be shipping out the missing foams to everyone affected by this.”
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I agree with you that would be an excellent response from a typical corporate entity of the type that I’ve been involved with for 30 years.
Thing is I’ve written responses very similar to your example for many years and perhaps no response or explanation at all is the correct response until a carefully considered corporate policy reaction is settled upon.
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Sorry I should have been clearer, when I said ‘you have made these decisions’, I mean Pimax, not you personally.
But I am sure that you (personally!) know, it is not a good look for the company to clearly promise things during events that make customers finally feel like better choices are being made, such as offering two foams, only for that to be revoked.
For only one foam to be included, whichever one it is, means that only some of the buyers get a working unit out of the box.
It’s also quite sad that you are simply informed of these decisions and your feedback to them (both you and Martin) isn’t followed. Someone in charge in China is only capable of making bad decisions that alienate customers.
Can we now get some further clarity on this asap please?
Does this mean, when my 8KX arrives in the month or so, that my glasses will not fit, the Comfort Kit may not fit (I needed to double the foam thickness to get my 5k+ to be usable, so I assume this will be the same), and I will now have to PAY EXTRA to make it usable?!!? And when will the other foam arrive? After one month, or three? 
I thought the 8KX was finally going to be the job done right. But the company seems determined to screw up every release, which is pretty sad at this point. If this decision is not revoked, and two foams aren’t included, then clearly the lessons from the past have not been learnt in the slightest.
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We will absolutely figure something out. I completely understand your frustration and we will solve it.
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Thank you Kevin, appreciate it. I know you guys are in a very difficult position here and have to fight to get things done right. I wish you luck and you have our support.
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Kevin, as the COO (Chief Operations Officer) of Pimax, you don’t have any control over what Pimax does?
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thats his usual excuse, yes
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Unless Kevin is personally on the end of the production line I don’t think you can put it all on him. He has just stated they will do something to fix the issue.
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I never claimed thats what a COO does, no. But you’ll notice his first response in this thread was basically “they are not going to be putting 2 foams in the boxes” and its basically taken 10 people showing him his own slides and posts all day to get him to say he will look in to it. He usually just shrugs his electronic shoulders and talks about Pimax as if he has nothing to do with “them”, which is not the way you expect a COO to respond.
The people on the end of the production line don’t decide what to put in the box as they go along, SOMEONE in china in a managment position has dictated that they should be shipped with a single foam, despite what was said in the official pimax now event and slides.
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I said nothing of the sort. I simply stated specifically what the factory told me we were doing which is switching from thick foam to thin.
Once again I’m sure we will figure something out and solve the issue.
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I know it must be frustrating for you and SweViver (and everyone else working so hard) when this stuff goes wrong.
Sounds like it’s just a mix up somewhere a long the way. Should be fairly easy to fix though. Put both in future packages, send on the missing one to anyone already effected.
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I get what your saying but Kevin has stated this will be rectified. I would like both cushions. I don’t think finger pointing ever achieves anything positive.
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now please read this back and see how weird this response reads to the outside - you were asked repeatedly why we are not getting the 2 foams and you just said “Every word went through a lengthy team wide process.”
You didn’t actually say “yes everyone will be getting 2 foams, let me check how we are going to fix this”, its taken you all day to actually come back and say that after a massive laundry list of all the times Pimax did actually say we would be getting both foams.
So effectively yes, you did say that, you specifically said that Pimax are currently shipping all 8KX’s with a single foam, you then omitted to say that this would be fixed or give any indication on how customers who have already had theirs shipped should rectify this issue and receive both a thick and thin foam.
Its great that you now say you are going to be fixing this - with thanks - but what you said earlier, directly and accurately, was that Pimax are currently not shipping any 8KX’s with 2 foams, so please don’t tell me you didn’t say that, because actually thats exactly what you did say.
And then, are pimax now recording who is getting thick or thin foam so that the correct 2nd foam can be shipped out later? Or is the backer package going to contain a thin foam so that loads of people end up with 2 thin foams when what they want is actually a thick foam?
Normally I wouldn’t do it, but I’m so tired of hearing the COO come on the forums and just blame other people and talk about his own company in the third person as if he has no control over it. His job title is literally 1 step down from CEO and yes putting things in boxes is an “operation” the company performs, of which he is supposed to be the “Chief”.
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Seriously. Give it a rest…!
This is all You need to know:
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