Ok so here is the story:
More than 2 years ago In (and many many early backers) paid upfront for an HMD, base stations and controllers (along with all other rewards) that were supposed to be shipped within 5-6 months.
After many delays, in Nov 2018, I (and many others) got my HMD with promises that the rest would soon follow. It turned out that the HMD, even so late, was rushed to backers and mine produced problems within 8-9 months of use. A cracked housing and discolouration of the panels. So I asked for a replacement that took about 5 more months to arrive. That made it Dec 2019.
After I got the new HMD I asked about the warranty on the replacement unit and I was informed that there is no warranty for that unit as the warranty counts since I first received the initial HMD. Even if I had to wait 5 months to get my replacement, that period counts as part of the warranty! And I still see no controllers, base stations, sturdy head strap or any of the stuff I ordered.
Furthermore, I opted to pay the difference in price for the base stations and index controllers by Valve so that I would not have to wait till April to get the pimax version. I also ordered the comfort kit and the hand tracking module. However, support just informed me, that even though I (and many others) paid extra to get the index controllers, I still have to wait till April.
What for? I mean, just refund the cost of the controllers, along with the cost of the controllers by pimax (since I won’t be getting any controllers at all) and let me order them directly from Valve. I will get them sooner. it’s 460€. refund this amount and let me get it directly from them. Or arrange a coupon with valve and we can use that coupon to receive the base stations and controllers through their system. It won’t take another 2 months for sure.
They should have done that a long time ago and we would most probably have them in our hands by now.
I mean can you imagine this? I will be getting a comfort kit for an HMD which is not certain it will be working by the time they ship the items. Although I was promised that the new units are far more sturdy, who can tell?
Also, the new date is late March or early April, but who can tell. They initially promised delivery within January For the index controllers.
In any case, I will be getting technology that was innovative when first ordered, but is close to being obsolete by the time I will be receiving the last items. You see, the goal is not only to ship items. It’s to do so in a timely fashion. The delay window these guys have is huge.
Closing, with all the advertising they do, the eshop, new units etc etc, it appears to me that they treat original backers that paid in advance a long time ago, not with the highest priority. Rather they treat us as not very “Urgent” cases of RMA and postpone shipping to give priority to new customers.
I believe that we are “new customers” too, as we have not received our products yet. Furthermore, we are frustrated “new customers” who have shown a lot of patience and our patience is growing thin.