Calvin.Pimax

What was the ticket number?

Hey, Sorry I’m away from the office, but I’ve left a note for the dev team to check if they have any findings regarding your log files.

I would say both are good for DCS. In this case, we will handle it as an after-sales issue. If it’s out of warranty, you will be responsible for the cost of repair or replacement. This will depend on the after-sales team, so I can’t make any promises. I will make sure they add this information to the FAQ page.

We do offer after-sales support, but you will need to ship the headset to Sweden or another EU retailer, as there are no local after-sales services available. This will significantly increase both the cost and the time required for any replacement, repair, or return. However, we are actively working on a solution and hope to have this issue resolved before the Super begins shipping.

Please create a support ticket to report this issue. This will allow the tech team to involve a developer to investigate the problem further.

Hi DZ, Apologies for the delayed response. The software team is looking into this, but I can't provide a specific timeline at this moment. However, I've already submitted this request in the earlier meeting.

You'll have a 14-day trial period, and if you're not satisfied, simply request a full refund. I'm confident you'll love it once you've fine-tuned everything.

Yes, I am.

Please send me a DM. Thank you.

Great! Happy Flying! If you encounter any issues, please don't hesitate to let me know.

Have you tried to adjust the wearing position to find the sweetspot before enters DCS? Also, please check if Foveated Rendering is enabled.

There should be an option to purchase the headset only, without controllers. Let me check with the team if they've listed it on the store page.

While not everyone may recognize the efforts, we are taking concrete steps to address the issues raised. We are committed to improving our communication, customer service, and logistics to complement our excellent hardware. Actions truly speak louder than words. Of course, we have a detailed spreadsheet categorizing all the issues raised in the video comments. This will help us prioritize and address these concerns.

1. We acknowledge that quality control has been a significant concern for our customers. We're actively working to address this issue, from sourcing high-quality materials to refining our manufacturing processes, optimizing factory conditions and more. 2. We recently held a meeting to discuss warranty policies and are currently working on a revised return, refund, and warranty policy. We anticipate sharing more details on this soon. I will discuss this topic with the team in our next meeting. That’s why I’m here to provide additional support to our user. While it might not be visible to others, I’ve done my best to assist, and I believe this contributes positively to our company’s reputation.

Hey! Apologies for the delayed response. Our development team is currently investigating the log files to identify the root cause of the issue. I’ll check in with them again tomorrow to see if they’ve made any progress and if they’ve found a potential solution.

@Tweety777 First, we want to express our sincere gratitude to Mark for his honesty and for bringing our shortcomings to light. We understand that the experience of receiving a highly anticipated VR headset, only to be met with poor customer service, can be extremely frustrating. We’ve held internal meetings with our support team and higher management to address the issues raised by Mark. We’ve identified areas where we can improve and have developed a plan to rectify these mistakes. We will also be reaching out to Mark personally to discuss our plans and to ensure that we take all necessary steps to prevent similar issues from occurring in the future.

We've had a discussion with Mark regarding the issues he highlighted in his video. We're currently working on resolving these problems, not only in terms of hardware and software but also in areas like customer service, logistics, and more.

No worries! Have a nice day.

The GPU may not have sufficient capacity to support three simultaneous displays with high refresh rates and resolutions, which includes the VR headset.

Kindly submit a support ticket detailing this issue. The technical support team will provide further assistance shortly.

Afraid it will be out of stock instantly!

Unfortunately, due to bandwidth limitations, adjusting the monitor's refresh rate is the only solution. You could also try connecting the monitors using both DP and HDMI.

Hello, The Crystal Light has built-in inside-out tracking powered by its four front-facing cameras. This means you don’t need additional base stations for tracking. However, if you already own base stations and want to use them with the Crystal Light, you’ll need to purchase the Lighthouse faceplate to ensure compatibility. I'll also ask the team to revise the Quick Setup Guide as it seems to have incorrect information. The text you copied is for an earlier model (P2 version).

We've noticed that the 11th Gen processor might not be the ideal choice for the Crystal. While it can technically run the device, it may not provide the level of performance you'd expect.

Please confirm if you have received the tracking information. The tracking number has been updated within our system. I'll be scheduling some tests with the development team later. I wanted to give you a heads up that this week is quite hectic with the Sync event. I'll aim to share an update by next week.