Dustbag1969 Posted December 28, 2024 Posted December 28, 2024 I have received a Crystal Light for Christmas and unfortunately it has 1 dead pixel in the centre of the display. I have raised a support ticket and I am currently waiting for a reply from Pimax. What is the usual response from Pimax for this issue? Thanks Dusty
Dangerzone Posted December 29, 2024 Posted December 29, 2024 On 12/28/2024 at 9:12 PM, Dustbag1969 said: I have received a Crystal Light for Christmas and unfortunately it has 1 dead pixel in the centre of the display. I have raised a support ticket and I am currently waiting for a reply from Pimax. What is the usual response from Pimax for this issue? Thanks Dusty I haven't seen this issue before, but I would imagine, a dead pixel can't be fixed by software/firmware updates so my expectation would be that they would get you to return the product under warranty for a replacement. Would you mind please keeping us updated here as to whether this is correct, and how things go for you?
Dustbag1969 Posted December 30, 2024 Author Posted December 30, 2024 Hi, I have had a reply from pimax and they have asked me to remove the lenses and wipe them. I am a bit concerned about doing this in case it invalidates my warranty. I have had the PCL since Christmas day and my initial impressions are not great. So many problems and also customer service doesn't seem great. I have asked pimax customer service if my warranty will be unaffected if I remove lenses and still waiting for reply. I am sure it is a dead pixel so I don't think wiping the lenses will make any difference but this is what they have asked me to do.
Calvin.Pimax Posted December 30, 2024 Posted December 30, 2024 Hello @Dustbag1969 Please follow the instructions from the tech team, as it will help us determine whether the issue is a dead pixel or dust behind the lenses. Rest assured, this will not void the warranty. If the "dead pixel" remains, we will proceed with the RMA.
Dustbag1969 Posted December 31, 2024 Author Posted December 31, 2024 Hi, I removed the lenses as instructed and confirmed that the fault is on the screen which I have reported back to tech support. They have now replied saying that my case will now be transferred to after sales support so I assume I just now have to wait for an update from after sales. I am based in the UK so could you tell me approximately how long the Return process usually takes? Regards Dustbag
Calvin.Pimax Posted January 2 Posted January 2 Hello Dustbag, I can't say exactly how long the RMA process will take, but if everything goes smoothly, it should take around 2 weeks. 1
Dustbag1969 Posted January 6 Author Posted January 6 Has anyone on here had experience of returning headsets to Pimax as I starting to get quite frustrated. On the 2nd January I was asked by Pimax aftersales to send proof of purchase to them which I did on the 2nd January and since then I have heard nothing despite multiple requests for an update. When spending nearly £1000 on a headset I was hoping for a better level of service when things dont go right. Hopefully I might hear something tomorrow? 1
Notarobot Posted January 11 Posted January 11 (edited) crap, i also have a dead pixel right in the middle. I just noticed it. It's a tiny black square. I wouldn't even bother if it was anywhere else but it's right on the nose Taking out lens tomorrow, pray for a dust particle. If it's not, decide whether i can live with it or not :d Edited January 11 by Notarobot 1
Dustbag1969 Posted January 13 Author Posted January 13 I finally got an email with instructions on how to return the headset. This was more complicated than I expected because I had to follow a complicated set of instructions in an email and then return the headset. A couple of strange instructions on the return form from Pimax: "We will reimburse the cost of returning the headset but not including insurance". I think this means if I send a £1000 headset back if I want to protect myself if it goes missing that cost is on me (This seemed a bit risky so I paid the extra to insure the £1000 but again left me less than impressed with Pimax) "Do not use a service which requires a signature as this may delay the return process". How do I have any proof it has been delivered if I dont get any form of POD? According to the tracking it was delivered to the required location on the 9th Jan but I have heard nothing since so I just have to cross my fingers and hope that someone at Pimax will eventually update me if/when I will receive my replacement headset. 1
Blackhawk163 Posted January 14 Posted January 14 Thanfully I haven't had any hardware issues with the actual HMDU, it's been flawless, what I do have a problem is with the HMDU strap as it has started to fray in the middle. Causing these brail-like dots to form (which are quite hard) My current solution is to invert the strap obviously not ideal because I can't easily adjust the strap that way. I put in a warranty request with them (bought the PCL in Sept of last year) and now I eagerly await the passive aggressive response that I got last year when inquiring about getting my ED points that a CSR told me they would put in my account, then never did. My first assigned aircraft is in my profile name Ryzen 9800x3d/64gb DDR5 amd expo/RTX 5080/4tb m2/ Win11 pro/Pimax crystal light Winwing Orion F16ex (Shaker kit)/Skywalker pedals/Orion 2 F15EX II Throttle/3 MFD units/Virpil CM3 Mongoose Throttle/Trackir 5 F-16/A10II A/C /F-18/F-15E/F-15C/F-14/F5E II/F-4/Ah64/UH60/P51-D/Super Carrier/Syria/Sinai/Iraq/Persian Gulf/Afghanistan/Nevada/Normandy 2.0
Dustbag1969 Posted January 15 Author Posted January 15 Got an email today from Pimax saying that they haven't recieved the returned headset yet even though I have a signed delivery confirmation to say it was delivered on the 10th January. Getting to the point where I just want my money back as getting increasingly frustrated with crap service from Pimax 1
Panzerlang Posted January 15 Posted January 15 And this is the company that asks people not to send parcels with signature required. Red flags anyone? Or just me, being 'paranoid' again. Where's Calvin these days?
Calvin.Pimax Posted January 16 Posted January 16 14 hours ago, Panzerlang said: And this is the company that asks people not to send parcels with signature required. Red flags anyone? Or just me, being 'paranoid' again. Where's Calvin these days? I was attending the CES event and had meetings with the MSFS team. I’ve just returned to Delaware. 15 hours ago, Dustbag1969 said: Got an email today from Pimax saying that they haven't recieved the returned headset yet even though I have a signed delivery confirmation to say it was delivered on the 10th January. Getting to the point where I just want my money back as getting increasingly frustrated with crap service from Pimax Could you please share the ticket number with me? I’ll check with the after-sales team and urge them to provide further assistance on this. 1
Dustbag1969 Posted January 16 Author Posted January 16 Thank you for trying to help Calvin. My ticket number is #90062
Dustbag1969 Posted January 17 Author Posted January 17 I have recieved an update confirming that Pimax have recieved my defective headset and a replacement will be sent out in the next week. Hopefully I will get it by end of January.
Dustbag1969 Posted January 20 Author Posted January 20 Well despite being told by Pimax I would be informed when the headset had been despatched. I received no notification and came home to find a £1000 headset left outside my house while I was out. Thankfully the headset was still there as I dread to think what problems I would have had if it had been taken. Unfortunately the ongoing issues with Pimax continue. 1. When I paid to return the faulty headset I was told I would receive the value of postage back in store credit. I have received nothing and have had no further updates. No idea if/when I will ever receive this credit 2. More worryingly the replacement headset I have received appears to be on a 14 day trial basis and I am being asked to buy it again (See attached photo). I have no intention of giving Pimax another £1000 so I dont know what will happen when the 14 day trial period runs out. If anyone from Pimax reads these please posts please sort this out 1
jaydee Posted January 21 Posted January 21 On 1/15/2025 at 6:08 AM, Blackhawk163 said: Thanfully I haven't had any hardware issues with the actual HMDU, it's been flawless, what I do have a problem is with the HMDU strap as it has started to fray in the middle. Causing these brail-like dots to form (which are quite hard) My current solution is to invert the strap obviously not ideal because I can't easily adjust the strap that way. I put in a warranty request with them (bought the PCL in Sept of last year) and now I eagerly await the passive aggressive response that I got last year when inquiring about getting my ED points that a CSR told me they would put in my account, then never did. So why are you Posting in a "Dead Pixel " Post ?...Maybe do something Positive ( and Helpful ) , Post "problem with HMDU Strap" . FFS R7 7800X3d,64g 6000 Ram,4090, Pimax Crystal.
Blackhawk163 Posted January 21 Posted January 21 11 hours ago, jaydee said: So why are you Posting in a "Dead Pixel " Post ?...Maybe do something Positive ( and Helpful ) , Post "problem with HMDU Strap" . FFS More about the customer service and less about the HMDU strap, that's why. I was curious to see what the turnaround for something as minor as that was. Turns out that it was one day from initial contact that they aimed to resolve it. Then two days after to get a resolution (confirm shipment address etc) then a promise for update on shipping, and that's where the wheels fall off. Five days since then and nothing. Which tracks with the other issue I had where there was an initial flurry of back and forth and then, nothing else follows. 1 My first assigned aircraft is in my profile name Ryzen 9800x3d/64gb DDR5 amd expo/RTX 5080/4tb m2/ Win11 pro/Pimax crystal light Winwing Orion F16ex (Shaker kit)/Skywalker pedals/Orion 2 F15EX II Throttle/3 MFD units/Virpil CM3 Mongoose Throttle/Trackir 5 F-16/A10II A/C /F-18/F-15E/F-15C/F-14/F5E II/F-4/Ah64/UH60/P51-D/Super Carrier/Syria/Sinai/Iraq/Persian Gulf/Afghanistan/Nevada/Normandy 2.0
Dustbag1969 Posted January 28 Author Posted January 28 Just a quick update to say Pimax did eventually resolve the 14 day trial issue and my replacement headset seems to be OK. Still not getting anywhere with my postage refund with many unfulfilled promises from Pimax. Hopefully someday i will get my refund. If anyone reading this is considering buying a headset from Pimax I hope you have a better experience than mine. 1
Calvin.Pimax Posted January 28 Posted January 28 Noted. I will leave a message for the after-sales team regarding the missing postage refund. 1
Dustbag1969 Posted February 6 Author Posted February 6 Finally recieved a voucher on 3rd Feb but not usable for accessories so asked if Pimax could allow me to use it to order DMAS headphones (assuming they ever are back in stock). Was told I would recieve a link to allow me to order headphones and get the discount. 4 days later still nothing. Cannot believe I am still trying to complete a returns process I started on the 27th December.
Gripen 4-1 Posted February 6 Posted February 6 Really thought about replacing my HP G2 with a Pimax Crytal Light...... but after all the stories I have read about lenses, problems and customer service I definitely will not. I think Pimax is innovative, but they are far from optimal in means of customer service and quality management. SYS: II Asus X670E-F || Ryzen 9800X3D || Gainward RTX4090 || 2x48 GB Kingston Fury Renegade 6000Mhz || XPG Core Reactor 850 Watt PSU || Kingston Fury 2 TB NVME SSD || WD SN850 1TB NVME SSD || 1 x 500 GB Crucial MX300 SATA SSD || 2 x HDD 3TB || INPUT: II Thrustmaster F-16 & F-18 Stick on Virpil War BRD Bases || WinWing Orion2 F-16EX Viper Throttle Combo || WinWing Orion2 F/A-18 Hornet Throttle Combo (With Finger Lift) || WinWing Takeoff Panel II MFG Crosswind Pedals w. Damper || 3 x Thrustmaster Cougar MFD || Multipurpose UFC || II Wheel Stand Pro II VR: HP Reverb G2
Dustbag1969 Posted February 19 Author Posted February 19 Unfortunately the story still goes on. I got a reply from Pimax saying that I could use a special link they sent me to order accessories of my choice and a £25 deduction would be applied as compensation for my postage cost for returning the faulty headset 2 months earlier. I ordered a set of DMAS headphones and was a bit disappointed that they took £10 for postage costs so I got a reduction of £15 but still better than nothing. The headphones were despatched promptly and I thought the process might finally be coming to an end. Sadly Pimax use the courier EVRI who are regularly one of the worst performing couriers in the UK. After several days Pimax asked me to contact EVRI to see where my delivery was (Is that not their responsibility?). Evri are investigating but from past experience with this courier that means the parcel is lost. Pimax have said I now need to get Evri to contact Pimax to inform them the parcel is lost and they will then send out a replacement (Hopefully not using Evri). To be continued.........
Panzerlang Posted February 20 Posted February 20 2 hours ago, Dustbag1969 said: Unfortunately the story still goes on. I got a reply from Pimax saying that I could use a special link they sent me to order accessories of my choice and a £25 deduction would be applied as compensation for my postage cost for returning the faulty headset 2 months earlier. I ordered a set of DMAS headphones and was a bit disappointed that they took £10 for postage costs so I got a reduction of £15 but still better than nothing. The headphones were despatched promptly and I thought the process might finally be coming to an end. Sadly Pimax use the courier EVRI who are regularly one of the worst performing couriers in the UK. After several days Pimax asked me to contact EVRI to see where my delivery was (Is that not their responsibility?). Evri are investigating but from past experience with this courier that means the parcel is lost. Pimax have said I now need to get Evri to contact Pimax to inform them the parcel is lost and they will then send out a replacement (Hopefully not using Evri). To be continued......... Never even heard of Evri. I thought Hermes was as bad as it could get in the UK. Lol. But well done Pimax. Find and choose the cheapest courier, save money but lose reputation and good will. Genius. Does somebody actually get a salary for being in charge of that dept?
Calvin.Pimax Posted February 20 Posted February 20 15 hours ago, Dustbag1969 said: Unfortunately the story still goes on. I got a reply from Pimax saying that I could use a special link they sent me to order accessories of my choice and a £25 deduction would be applied as compensation for my postage cost for returning the faulty headset 2 months earlier. I ordered a set of DMAS headphones and was a bit disappointed that they took £10 for postage costs so I got a reduction of £15 but still better than nothing. The headphones were despatched promptly and I thought the process might finally be coming to an end. Sadly Pimax use the courier EVRI who are regularly one of the worst performing couriers in the UK. After several days Pimax asked me to contact EVRI to see where my delivery was (Is that not their responsibility?). Evri are investigating but from past experience with this courier that means the parcel is lost. Pimax have said I now need to get Evri to contact Pimax to inform them the parcel is lost and they will then send out a replacement (Hopefully not using Evri). To be continued......... What's the order number, sir?
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