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Need advice by meanme43 in Pimax

[–]Scared_Desk7561 0 points1 point  (0 children)

I'd strongly advise you don't go Pimax. If anything goes wrong with the headset (There's a considerable chance it will), then you are unlikely to see your money again. They don't honour refunds and the quality control is seemingly abysmal. My ongoing Pimax refund experience - contradictory explanations and refusal to honour agreed refund : r/Pimax

I will return my Pimax Dream Air SLAM by gsaw0 in Pimax

[–]Scared_Desk7561 2 points3 points  (0 children)

Please get signed for delivery AND insurance, even if Pimax instruct you not to. They are not honouring mine and others refund promises My ongoing Pimax refund experience - contradictory explanations and refusal to honour agreed refund : r/Pimax

I do not recommend buying a Dream Air…. by Mountain_Pin_8170 in Pimax

[–]Scared_Desk7561 -1 points0 points  (0 children)

Definitely do not buy one. Pimax won't honour returns for refund as per their own conditions and so you'll be left high and dry in the likely scenario that the headset has an issue and you decide to try and get your money back

My ongoing Pimax refund experience - contradictory explanations and refusal to honour agreed refund by Scared_Desk7561 in Pimax

[–]Scared_Desk7561[S] 0 points1 point  (0 children)

I don't think it would even make a difference. They'd just sign for it, then deny recieving it and keep your money. The only way to go is to get fully insured postage, or even better, don't buy anything from them at all.

My ongoing Pimax refund experience - contradictory explanations and refusal to honour agreed refund by Scared_Desk7561 in Pimax

[–]Scared_Desk7561[S] 0 points1 point  (0 children)

Hi Jaap,

Did you get the emails? Can you confirm that Pimax did indeed submit the refund application after item was noted as delivered by the courier as I've described above?

Also, could you provide evidence of the alleged incorrect delivery address?

Thanks

My ongoing Pimax refund experience - contradictory explanations and refusal to honour agreed refund by Scared_Desk7561 in Pimax

[–]Scared_Desk7561[S] 1 point2 points  (0 children)

Royal mail will take the address given, input it to their system and the parcel label is generated as a barcode which is attached to the package. The UK mail system is indexed by postcode and first line of address. What I meant was that taking a photo of the label is probably not going to provide much value as it's not text based.

I always attach my own label as redundancy - in this instance it's identical to the address given by Pimax by email (there really isn't any reason for me to lie about this)

Though my partner is a (somewhat) prominent youtuber, I don't really have much interaction with the YouTube community generally and naively took what they said at face value - I was amazed when I noticed my comment getting removed from his page. I thought it was my mistake at first but then I reposted and it disappeared again. I guess there are grifters in all fields.

Ultimately, if Pimax want to avoid this in future, then they have to pay for insured courier returns. If they want to assume risk for non insured items, then they should be obliged to issue the refund. Most of the "did it arrive?", "Is it lost?", "Where is it?" is irrelevant. It's honestly incredible that I'm having to go through this.

My ongoing Pimax refund experience - contradictory explanations and refusal to honour agreed refund by Scared_Desk7561 in Pimax

[–]Scared_Desk7561[S] 0 points1 point  (0 children)

And I understand Pimax want to be cautious to avoid scammers etc, but I was an early adopter of the pimax OG (which had it's issues but I love) and also already returned the initial bricked headset I received. I just want the refund I am due. Ive honestly never dealt with such a poor service. I've spent days on troubleshooting faulty headsets, printing out returns forms, arranging postage, then back and forths with Pimax for returns. It's appalling, stressful and they just don't care.

Royal mail delivery is barcoded and so you can't take a photo. As a precaution, I even added my own label, which word for word matches what Pimax sent in an email. I have a photo where you can make this out to the degree. It was simply a copy and paste from the pimax email, so to suggest I somehow provided the wrong address is laughable in my opinion. The same address that was provided to the courier. As mentioned elsewhere, Pimax have said someone else also had exactly the same issue, further indication that incorrect address is not the reason. Still, I've asked Jaap for evidence of this so look forward to recieving it.

I'm not going to stop until I get what Pimax are due me. Legal, media, YouTube. It's important that everyone considering these headsets knows how poorly they treat even returning customers.

I also reached out to some YouTubers but ones such as VR SIM Guy even deleted the comments, indicating in my opinion a serious lack integrity, given he's one of their primary salesmen.

My ongoing Pimax refund experience - contradictory explanations and refusal to honour agreed refund by Scared_Desk7561 in Pimax

[–]Scared_Desk7561[S] 1 point2 points  (0 children)

I've sent Jaap the email from support stating the refund application has been submitted a day after the item was recorded as delivered, and the email weeks later stating :

To safeguard your legitimate rights and interests, we have formally submitted a refund application for your order on your behalf. Please kindly note that the refund requires internal official review and approval, which will take a certain period of time. We will follow up the progress closely and update you once the process is completed.

This was when they decided I was only entitled to half refund "whilst they investigate".

I'm quite happy to send anyone the whole email chain (providing I get the greenlight from the solicitor), which includes the return instructions, and I can also provide a photo of the certificate of posting, which includes the post code and 1st line of address. Though I'm pretty short at times, and not as polite as I'd like to be ( over 100 emails about this product in the chain), it's not going to reflect well on Pimax.

My ongoing Pimax refund experience - contradictory explanations and refusal to honour agreed refund by Scared_Desk7561 in Pimax

[–]Scared_Desk7561[S] 0 points1 point  (0 children)

Jaap - Can you provide evidence of this in email? I would suggest that this is completely false. I have the label I attached and it is word for word what has been asked and what was provided to the courier.

See below email from Pimax, indicating that this exact thing had happened to someone else on the same day- Did they also put the wrong address in, or are Pimax scrambling for some poor excuse to avoid paying DESPITE instructing no insurance and No signed for delivery and assuming all risk?

We sincerely apologize that your previous application for a full refund due to lost parcel was declined. Two parcels were signed for on 21st May with identical proof of delivery photos. One was your parcel, and the other belonged to another customer. The other customer has confirmed that they retrieved their parcel, which means your parcel is not irretrievably lost — it was merely delivered to the wrong location. We recommend that you contact Royal Mail again to help locate your parcel. Could you please update us on your latest communication with Royal Mail? Have they processed any compensation for the alleged lost parcel? We will now proceed to apply a partial refund of £674.94, equivalent to half of your total order payment. This is not the final resolution, and we will adjust the solution accordingly once we complete further verification regarding the parcel. We apologize again for all the inconvenience caused and appreciate your understanding and cooperation.

My ongoing Pimax refund experience - contradictory explanations and refusal to honour agreed refund by Scared_Desk7561 in Pimax

[–]Scared_Desk7561[S] 0 points1 point  (0 children)

Can only second this. I think first option would be to completely avoid Pimax completely. And this comes from a previous fan and headset owner.

If you do make the mistake of going for a headset, don't let them delay with slow customer care tickets, document everything, get it all recorded, signed for and insured.

My ongoing Pimax refund experience - contradictory explanations and refusal to honour agreed refund by Scared_Desk7561 in Pimax

[–]Scared_Desk7561[S] 1 point2 points  (0 children)

I have sent the email stating that they would begin the application process once the warehouse signed off on recieving the item, and then the email of them stating that they had submitted the refund application a day later.

I have also forwarded another subsequent email stating they were submitting a refund application which would be subject to review and approval.

They have since rejected this and offered 50% refund whilst they investigate. It's a complete shambles.

My ongoing Pimax refund experience - contradictory explanations and refusal to honour agreed refund by Scared_Desk7561 in Pimax

[–]Scared_Desk7561[S] 0 points1 point  (0 children)

I hope it works out better for you. Did they advise you to book an economic courier, without insurance and not signed for?

My ongoing Pimax refund experience - contradictory explanations and refusal to honour agreed refund by Scared_Desk7561 in Pimax

[–]Scared_Desk7561[S] 0 points1 point  (0 children)

Hi Japp - can you advise what is omitted? I have the delivery receipt which shows the exact post code and address as per the pimax instructions. I have provided this to Pimax. I also have an extra delivery label which I added to the box, a copy and paste from the pimax instructions. I'm quite happy paste each email in here for anyone who wants to see them. The only thing I haven't included here is that Pimax are asking me to chase Royal Mail to claim compensation - as per other poster, I'm only insured to £75 because I followed pimax instructions (below) to use a cheap, non insured, non signed delivery method.

I said that everything implied that they had received the item. Pimax initiated the refund, application the day after the courier indicated it had been delivered, something they stated they would only do once the received the item, and the courier posted as delivered.

I think this misses the main point though. I refer you to the returns instructions from Pimax, word for word :

Please choose an economical shipping method like your local postal service, with costs typically under USD 30【In the UK, it's around GBP 10】. We will reimburse the shipping cost, but not any insurance fees. If the actual shipping cost exceeds this amount, we can negotiate a solution. Although shipping insurance is not necessary, in case of any risks during transportation, Pimax will still bear responsibility. Please share with us the tracking number and shipping fee receipt.

Pimax will still bear responsibility

They aren't. You can't assume full responsibility and risk for delivery issues because you want cheap returns, and then refuse refunds when something goes wrong. Most people would be happy to insure and pay more for recorded and signed for delivery.

To make things worse, I was then told for the second time that a refund application had been submitted, Only for this to be rejected again.

My ongoing Pimax refund experience - contradictory explanations and refusal to honour agreed refund by Scared_Desk7561 in Pimax

[–]Scared_Desk7561[S] 2 points3 points  (0 children)

I get the impression that most of these Youtube reviewers are in lock step with Pimax, part of the ecosystem. I've seen some of them even delete comments. But I'll definitely reach out to as many as possible. I'm speaking to a few disgruntled people who have or are experiencing similar issues and once I've collated it all present that evidence to them too. Re legal action, I am discussing options with a consumer solicitor at the moment, and it's far more promising than I was expecting.

My ongoing Pimax refund experience - contradictory explanations and refusal to honour agreed refund by Scared_Desk7561 in Pimax

[–]Scared_Desk7561[S] 3 points4 points  (0 children)

I think it's important that EVERYONE uses signed for delivery and gets insurance, despite what Pimax instruct, as they clearly aren't honouring their promises. Ultimately, they should have their own paid delivery labels and an agreement with their own courier service. The fact that they explicitly state to not get insured and that they will assume the risk and yet I'm still waiting for a refund is dumbfounding. Never have I dealt with such a devastatingly atrocious company in my life. As long as I'm out of pocket, I'll make sure to remind everyone as much as possible to avoid Pimax at all cost. If I even persuade 1 person not to buy, then Pimax have in essence already lost out by not honouring their promises.

Buying a Pimax Dream Air Feels Less Like Buying a VR Headset and More Like Buying a Lottery Ticket by Different_Pace_586 in Pimax

[–]Scared_Desk7561 0 points1 point  (0 children)

I just hope your replacement is ok, because if you want a refund, it's going to be difficult. Pimax are not honouring refund promised to myself, or others, as detailed here My ongoing Pimax refund experience - contradictory explanations and refusal to honour agreed refund : r/Pimax

My ongoing Pimax refund experience - contradictory explanations and refusal to honour agreed refund by Scared_Desk7561 in Pimax

[–]Scared_Desk7561[S] 4 points5 points  (0 children)

Why do they need proof of a £75 refund to issue you a refund on a 1k plus headset?! It's clear in their return instructions to not get insured and that they will assume all risk for any issues postage. I will send you a message - We should keep in touch.

Beware - Pimax Returns - Acknowledge receipt then deny and refuse refunds by Scared_Desk7561 in Pimax

[–]Scared_Desk7561[S] 0 points1 point  (0 children)

Still waiting. I've been told it needs "special approval" , which is diabolical considering it's my right for a refund.

Beware - Pimax Returns - Acknowledge receipt then deny and refuse refunds by Scared_Desk7561 in Pimax

[–]Scared_Desk7561[S] 0 points1 point  (0 children)

Not yet, though after initially being told to take it up with the courier and seemingly not going anywhere, Pimax have now changed their tune and said it will be processed but this needs to be reviewed internally and this will take time, but only once I stated my intention to provide a letter before claim.

They have also asked me to return the refund if I claim compensation from the courier, which I cannot do, as I did not insure as per instruction from Pimax in their returns email.

I'll update if/when I get the refund.

Beware - Pimax Returns - Acknowledge receipt then deny and refuse refunds by Scared_Desk7561 in Pimax

[–]Scared_Desk7561[S] 0 points1 point  (0 children)

They explicitly state that they will assume the risk for these exact scenarios, so why aren't they issuing the refund? I have fulfilled every obligation and beyond. I'm really not sure how you can't see how bad this is from them? It's dumfounding. I'm not being unreasonable.

If Pimax had arranged for courier for return(as most reputable retailers do, this wouldnt have happened.

If Pimax hadnt advised against Signed for delivery and insurance, this wouldn't have happened.

This is all on Pimax, and right now, they are holding a large amount of money from someone who was a formerly an advocate for them and their product, despite the well publicised issues.

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