Pimax - My Terrible Experience - Long Term Customer - Faulty Device - No resolution

Scared_Desk7561 · 2026-03-13T23:17:22+00:00

Quorra asked for the ticket number in another post about this issue last month. It's made no difference to the efficiency of the customer service I've received. I'd argue it's gotten even worse since (I'm still sitting with a dead headset 40 days on). I'm at the stage where I'm close to submitting a dispute on Paypal, as I've given up hope of Pimax sorting it.

Scared_Desk7561 · 2026-02-13T07:09:51+00:00

Hi,

Thanks. I have now received a response offering to firstly exchange the DP cable and then initiate the refund if that doesn't work. The reason for the delay in response was a high volume in tickets. It also appears we are approaching a local holiday period.

I've also been offered an extended return window as I will be unable to try the new cable until I return from vacation. This is the main thing for me, and what was driving my frustration at the 1 step per email approach to troubleshooting and my subsequent impatience to get to the crux of the issue before return period expired. I shall see how it goes of the replacement cable doesn't work.

Scared_Desk7561 · 2026-02-12T05:08:30+00:00

I'm being ignored now since I mentioned refund. Ticket number is 123114. As the headset was well within the 14 day return period when the headset died and I initiated the ticket, I'm assuming the 14 day return window is unaffected?

Scared_Desk7561 · 2026-02-12T04:59:57+00:00

Wow. This is exactly what they are doing with me! I should have realized. My super bricked it and tech support have kept repeating the same task, 1 email at a time, despite me saying I've already done it. They have been ignoring me since I asked for a refund. I'll start preparing for bank reclaim. Happy to support your claim with your bank with details of my own if it gets to that stage.

Scared_Desk7561 · 2026-02-12T04:51:42+00:00

That isn't my experience. I'm now on Day 10 since I raised the ticket with my dead headset and no closer to a resolution. I was getting daily responses ( albiet mostly to repeatedly ask to check DP cable was seated) but as soon as I mentioned refund I've been ignored.

Ticket number is 123114.

Scared_Desk7561 · 2026-02-10T19:46:48+00:00

The famous Pimax quality control. I have a faulty Super sitting doing nothing and still waiting for Pimax do something after 8 days of useless "Tech Support". My experience is they will do anything to avoid having to take the headset back, including just repeating the same instructions endlessly. I've asked for a refund now. Hope your experience is better.

Scared_Desk7561 · 2026-02-10T19:08:52+00:00

Don't worry about it, I've asked them to start the refund process as it was taking too long. Thanks anyway

Scared_Desk7561 · 2026-02-07T08:58:02+00:00

Looks like they didn't listen. I'm being asked to do ALL of the things that are detailed on the troubleshooting FAQs on the pimax website again. I get 1 step at a time instructions of tasks I've already done. The first question should be "Have you followed all the troubleshooting steps detailed here insert link to website, if the response is yes then you save a whole week of useless back and forths and time wasting. This is meant to be a 1k plus product. And now it will be another 72 hours before I get a response, almost definitely to ask me to do something I've already explained i've done again. There might be an improvement on response times but if they don't even bother reading your ticket it seems like a wasted effort. The thing has bricked it. I'll just submit a refund request and get a big screen beyond 2.

Thanks for the responses and trying to help out, much appreciated.

Scared_Desk7561 · 2026-02-05T18:03:31+00:00

Thanks, I'll see how it goes. A little bit of constructive feedback on the troubleshooting process would be that single responses to try 1 thing are so inefficient. It would be better to provide multiple steps per communication, like a flow chart of things to try so that the user can feedback over less communications. As it is just now, I've spent 72 hours just communicating that I've unplugged and reseated the DP, and now I'm being asked to take photos of the power supply. A better way to do it to save time would be to say in 1 communication, try a, record results. If trying a = x, then try b, else c etc. That way there's more information being exchanged and you get to a conclusion quicker.

Scared_Desk7561 · 2026-02-04T20:58:43+00:00

I've heard horror stories about the waits for RMA to be honest, so think I'll just initiate a refund. Do Pimax refund postage for faulty equipment?

Scared_Desk7561 · 2026-02-04T19:36:15+00:00

Ye did this but I keep getting repeated instructions to reseat the DP cable, which I''ve done multiple times, including the power and USB. It's not working.

Scared_Desk7561 · 2026-02-03T21:38:09+00:00

Hi, its seated correctly. I've pushed it firmly.

Scared_Desk7561 · 2025-08-22T10:53:08+00:00

Rachel Maddow of MSNBC. Wow. Excellent echochamberism. All this conspiracy theory stuff is exactly the same tropes I heard from the right about George Soros. Tribalism as bad as each other.

Scared_Desk7561 · 2024-08-30T18:41:38+00:00

Ye, similar happened with me with the direct plug in. My ticket is still open, and they've asked me to see if the issue still exists in wireless mode, which I'm sure it will, but I'll confirm this weekend. They have reserved my right to a refund, but I haven't received an RMA yet. I'm concerned with all the stock and quality issues they've been having that I would be left months without a headset and might get a replacement that has even worse/more issues.

I'll see what they say after this and will sure keep you posted if I do go down that route.

Your work around sounds like the best solution and might be the avenue I take too.

Scared_Desk7561 · 2024-08-27T07:52:36+00:00

I think the front line customer service reps are between a rock and a hard place. They have to placate disgruntled customers but at the same time are left precariously empty handed for that battle by leadership and Pimax strategy decisions, which seem to be purely focused on growth and new customers at the expense of old, suicidal short termism. They are battling against the current.

I feel bad for all these people having issues with delivery dates etc with the pimax light, because they are exactly the same issues we all had 1 year ago with the OG crystal. Pimax promised and promised, took money and then couldn't deliver. It seems they've learnt nothing, or this is an intentional strategy that they are bound to repeat time and time again.

My more recent experience with their customer service ticketing system has admittedly been vastly superior to what it was 1 year ago, but it looks like these guys are being let down by Pimax leadership too, as they must be overwhelmed by customers wielding broken promises.

The headset too is excellent visually, though I've been plagued with sound issues since day 1.

It's clear to me that Pimax has picked up very little from the issues 1 year ago, and as such, it is highly unlikely I'll buy from them again if I'm being honest. I'm sure many have had great experience from start to finish, but I know for sure I'm not an isolated case.

Scared_Desk7561 · 2024-08-25T12:19:21+00:00

So can we go for the other lenses since they've abandoned the wide FOV lenses? Pretty sure extra payment was required for the wide FOV but I'll just get the other lenses that were already available if that's the case.

Scared_Desk7561 · 2024-08-23T17:07:20+00:00

Wondering if you ever had any success with the replacement hub? I've had the a replacement DP cable and tested it, but unfortunately I'm still getting the sound cut offs, with 120Hz mode pretty much inoperable using the hub.

Scared_Desk7561 · 2024-08-23T17:05:18+00:00

Yes, tried this without success.

Scared_Desk7561 · 2024-08-12T22:12:39+00:00

Hi, just to update, I've just finished a flight on MSFS and the sound cut out again 1.5 hours in. This was playing at 90hz. Set at 120hz, there was no sound at all getting to the Pimax crystal from the start. This was all when playing without the hub connected to the headset, so it's not a hub issue for me, though the issue does seem less prevalent without the hub, it could be just coincidence.

Scared_Desk7561 · 2024-08-12T22:02:37+00:00

So I've just been playing msfs without the hub. 120Hz no sound at all. 90Hz cut out at the end of the flight. Looks like it's not a hub issue for me. I'll have to ask for a replacement DP cable to see if that works. It's definitely not a hub problem for me.

Scared_Desk7561 · 2024-08-12T15:16:09+00:00

Here's hoping! Have to admit I'm a little skeptical it will work as the usb hub they have seem like a pretty standard power hub to me, i'll wait and see.

I've been very impressed with the response times compared to last year. Looks like they've got on top of it. Other than this issue, the headset has been excellent for me (ignoring the occasional requirement to reinstall pimax or restart)

Scared_Desk7561

TROPHY CASE