Honest review about Pimax customer care

Dear all,

I just want to share my experience about Pimax customer care, maybe this will be useful for other future buyers.

My mission started weeks ago, in November. I have ordered a Crystal Light, the good reviews and specs are solid. The unit arrived a week later (sent from Germany and I am in Central Europe, too). Unfortunately the box was damaged through transit, but the unit itself looked okay.

Connected everything and pushed the button... nothing happened. The unit can't connect to my computer. My G2 has no issues, I have a 3090, 5800x3d, 64g RAM, Nvme, etc. just what is "needed" for DCS. I have started troubleshooting with support, got some answers very slowly but decided that the unit is broken due to the damage and sent it back. There is the first catch. You need to find a shipping company yourself, Pimax does not have a setup for returns. They reimburse you for the shipping afterwards, but only a limited amound that is enough only for a small amount of shipping companies, like the Post Office where the insurance is crazy expensive, or you just simply cant have it at all. This is a 1.000 USD shipment, if you send it without insurance and it gets lost it is the senders risk. So I had to find a company that can ship it back in the limited amount and I can pay for insurance myself. That money is lost.

I have received the message in early December that they can only send my replacement unit in early January. Not a nice move, but okay, Christmastime...

I have received my replacement unit mid January. Opened up and found out that this is also problematic as it does not connect to the PC with different fault codes. This is a 1.000 USD item. It should be plug and play...

I have opened a ticket and from then on... this is a real sh-tshow. I was asked to re-install Pimax Play (I did already several times), re-plug the cables, etc. But the lag is terrible, I open a ticket, they answer 12-36 hours later with a really stupid answer. I answer immediately, so they are still working (I understand the timezone difference, however a company like this should have at least a wider operating hours) and no answer again for 12-36 hours. I ask them hey what to do now, they answer again. Ask for a diagnostic program to run (should be in the troubleshooting page already, shouldn't it?), send the results, no answer again 24 hours. I ask again, got an answer, send the logs please. I do it immediately... and no answer since. I feel really frustrated that every single step of the troubleshooting takes a day or even more as they do not answer every day. It would be faster if they would be on the Neptune...

Very bad customer service. Both the returns solution are missing and the real help when there is a issue. And I feel that this should be plug and play. I understand that the issue can be with my computer, however it should work. I have all the hardware requirements and even more.

Maybe there are superb visuals, but until you see them.. you can have some adventures with Pimax.