Hi Guys. So I went to use my Pimax Crystal today and the display has an issue. There’s horizontal banding of white lines all across the whole of the display. Looks like a failure as I’ve tried the usual unistall reinstall software and display drivers. I’m just wondering if others have had any experience with Pimax’s customer service? I’m dreading that the issue is going to take a long time to resolve if at all but maybe it won’t be as bad as I suspect. Any feedback is greatly appreciated. I’ve logged a ticket through their portal and have received an auto generated response so far.
Is this what you are experiencing?
I had that line not only in the pimax but also the pico 4. After I updated all my drivers I suddenly went away…
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Thanks for the heads up but the issue is across the whole display and also on the pimax home screen before MSFS is even opened so I think its a hardware failure unfortunately.
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Hi folks. For anyone that’s interested It’s been 17 days since I logged my issue with Pimax and I’m STILL waiting for a replacement to be shipped. It’s painfully slow dealing with them. Every interaction with them through the customer portal takes on average 3 to 4 days to receive a reply. I’m at the point now after multiple back and forth exhcanges with their customer support representative where I have provided duplicate information and photo proof or serial numbers etc that I’ve shipped the headset to Germany (at my own expense) in exchange for some coupons I will never use. Only once received will they begin the process of arranging another headset to be shipped to me. A painful and dragged out experience that has honestly put my off ever buying from them again. A far cry from the fantastic customer support I had received from HP with my G2. I hope any other Pimax users don’t have the misfortune of having to deal with their ‘customer support’
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I had a problem with the yellow/brown splotches in one lens after about 30-45 mins of Crystal use in MSFS and DCS.
- I submitted a ticket August 5 and received the first response August 18 for troubleshooting.
- I took about 6 days to see what turning off local dimming would do (their suggestion). That resolved the issue.
- Four days later (August 28) they said they needed to replace the headset, were referring me to another department and the next day I got a return shipping label.
- On August 30, I shipped out the headset from the US east coast to US west coast as soon as I could (the next morning). It took about a solid week plus a couple days to get there from the Fedex tracking.
- It was maybe a couple days after that I saw a shipping notice from Fedex about a new label created by Pimax. Pimax officially notified me a new headset was on the way after that but after I already saw it had actually been shipped out.
- I received the new headset September 14.
I was a little concerned about the delays in comms which did seem like 2-3 days in between. But in the end I was happy about the experience and receiving a replacement in a couple weeks. That timeframe seems fair enough to me considering the distances involved and the issue. I expected far worse based on other experiences I’ve read about.
The part that really gets me is you had to ship the headset back at your own expense. That’s a bit rude IMHO.
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I’m glad to hear you had a more timely response from them. They must have a different returns process in the US compared to Europe. It just feels like such a drawn out process and paying over €30 in postage in exchange for store coupons really is a bitter pill to swallow. Would it be so hard for them to ship a replacement and have you place the faulty headset in the same packaging and arrange collection? Maybe I was spoiled in the past and this is unreasonable.
Pimax is a Chinese company so maybe free RMA return shipping is not something they are accustomed to?
Well they did for nstigatorXB in the States as mentioned above.
Mine was delivered to what I believe is a Pimax affiliate on the US west coast. It was enough to get it there and have them check my package. That had to happen before they shipped out my replacement.
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My Pimax started doing this today. How did you end up getting this resolved?
I’m sorry to hear you’re having a similar issue. I finally got it resolved but it took months for me as Pimax customer service are very slow to respond. Every time they asked a question and I replied it would then take them another 4 working days to respond so the whole process was very slow. I also had to pay to send the headset to Germany (I’m based in Ireland) and registered post cost me nearly 40 euro to send. I hope you’re experience is better than mine. Customer service quality will definitely be a factor next time I purchase a high end headset.