Horizontal tear/flicker in right lens @ 90Hz

Just got a hold of my 5k+ headset, only to realize that the right lens has a tear straight across the middle of it, where the entire area below the tear flickers in various levels of intensity. At 60, 72, and 120Hz, this issue does not occur. Could only find a few cases of this across google and the forums, and it seems like the only way for this to be “fixed” is to just send the headset in and get a new one…

I’ve already sent 3(!) emails into support with no response, and i doubt they would RMA a second hand headset anyways, correct? Fearing a ghosting from support, I have already started return process with original owner. and have until wednesday morning to solve this or i will be forced to send the headset back, and take my money elsewhere.

Edit: a couple links below so i don’t have to re-type all of it:

-Horizontal permanent screen tearing in right eye of 5k+

-Screen tearing and "wiggle" in right eye

Apparently, support does not read emails. You must submit a ticket.

@Konger or @PimaxQuorra, please have someone look into this. Thanks!

1 Like

where?? every support page i find says send an email or “go to (dead link)”. what is the point of that…

2 Likes

It’s a pain. Pimax genuinely seems to be trying to improve, but they still need to fix stuff like ignored emails. The dead links are probably due to moving the forum to a new web domain.

Where? On the main Pimax site, there’s a Support link at the top-right. https://www.pimax.com/

Here’s a direct link to submit a ticket:
https://store.pimaxvr.com/helpdesk/personal-user-support-2/submit

2 Likes

Hello Innoc_B

You shall submit a tickt at Personal User Support. Our technician will go thru your problems and contact with you shortly. They will figure out the solution for you. If it require any RMA, they will assist you on this.

Calm down mate. We will try our best to assist you.

Have nice day.

Sincerely,
Quorra.Pimax

2 Likes

Hello Neal,

Thank you so much. Appreciate that.

Have a nice day.

Sincerely,
Quorra.Pimax

2 Likes

you dont realise how incredibly difficult it is for me to “calm down” and not smash the headset tbh. This issue is at the tail end of a VERY long line of issues ive had with it in such a short span of time. Additionally, as of ~2 minutes ago, i just tried to turn the headset off for the night, and it blue-screened my entire PC. Unacceptable, i dont even want to bother anymore. The FOV is cool, but it is certainly not enough of a king to outweigh everything else. im glad i kept my other headset around

It’s unfortunate that you’ve had such problems. I guess I’ve been lucky. I really like my 8K and decided to upgrade to an 8KX. That’s not to say it’s been problem free. I had to get a replacement cable (which took a month) and my headset has developed a couple of cracks. Both of these problems have been fairly common, but I was a Kickstarter backer and things like delays are (unfortunately) to be expected for Kickstarters.

As far as Kickstarters go, imo, this one has been fairly successful: I actually got the product and it works pretty well.

4 Likes

every support story i hear is horrid, glad to see thsi wont be resolved

There’s a lot of (understandable) venting on the forum. Not every support issue is awful, but Pimax’s single biggest issue has been communication.

Pimax has had a lot of problems, but they are a small growing company and have made more than a few mistakes. I do believe they are trying to improve and I have seen some real improvements; otherwise, I would not be getting an 8KX.

if they keep this up their growth will turn into plummeting. Everybody else is catching up and pimax keeps slipping up

FYI, I’ve been seeing some blue-screens lately, but they started after I updated my nVidia drivers and usually occur when I’m browsing, not in VR. I’ve also heard reports of problems with the latest SteamVR, so it’s possible that the blue-screen was not actually due to a Pimax issue.

1 Like

Hello Innoc_B

But did you submit a ticket previously and get to our technician.
We believe our team can assist to solve this problem, worst scenario, might need proceed to the RMA.

Please kindly trust on the technician, as they are specialist in those problems.

Sincerely,
Quorra.Pimax

therein lies more of my issues, i cant use the headset unless im on the latest nvidia driver. no matter what i tried for 3 hours straight i got a 10600 error saying that nothing was plugged in, and pitool kept opening nVidia control panel prompting me to update drivers. did that and it fired right up. if you want to hear EVERY issue ive had break out the reading glasses because its a novel and a half…

this is not a “might” RMA situation, this is a “the headset is totally defective and needs to be replaced ASAP” situation

Right. They really need to improve their reputation. Unfortunately, improving it is far harder than losing it. I do like my headset, so I want them to succeed and push VR to be a better experience. Most of the other VR companies are simply trying to reduce the costs. Pimax is trying to more things forward. As a VR enthusiast, that’s what’s important to me.

Hello Innoc_B

For this situation, you must submit the ticket, our team will take care of your request. They need your details to proceed with the RMA.
Please submit the ticket to us, we will take immediate action on it.

Sincerely,
Quorra.Pimax

1 Like

I saw that too (assuming the message was referring to the DisplayPort). It was a problem with a couple of nVidia driver versions a few months ago. Older and the last 2 (newest) versions work fine for me.

1 Like

Hello Innoc_B

If you are dealing with the 10600 error, it will be the problem of Display Port. We met with this problem before. You can try by switching the Pimax’s DP cable to the first DP of your PC,as the first port will be prior output. This might be a bug on the driver.

Sincerely,
Quorra.Pimax

i’m not having that issue anymore, it was an Nvidia driver like i said, backdating it is 0% option. I have had the issue since, but it doesnt matter which port its in, i usually have to restart the PC, also unacceptable.

i have submitted a ticket, but i must make it very clear that i have a hard deadline to return the headset to the original buyer (wednesday) which i have already started the process of. If i decide to cancel this return, and bank my support on pimax, and pimax falls through not getting me a new headset, im left with a $700 brick that i cant sell, and i am not taking that chance with all the nightmares i hear about people getting shafted with support

1 Like