short recap of my orignal post (https://community.openmr.ai/t/pimax-cant-or-doest-want-to-rma-5k-with-6-dead-pixels-and-acknowledges-quality-concerns/28513):
- I tried to RMA my OG 5k+ with broken housing. I paid a deposit to keep it until I get the replacement. Pimax sent me 2 broken HMD’s within the last year and I tried to RMA them asap to return my OG 5k+ and get back my deposit. The last one I received has 6 dead pixels but pimax didn’t want to replace it.
After I received the HMD half a year ago I reported the dead pixels immediately and asked for a RMA.
The support did not go ahead and replaced it, but instead told me the dead pixels would look “tiny”.
Since then I tried to get help on the forum and contacted Quorra twice.
I was told three times that the team would take care of the ticket but nothing at all happened !
So I’ve contacted the support again, telling them it’s not acceptable and I still want an RMA.
Here’s the response:
“It has been for about a half year since you received the replacement, and your original order has passed the warranty period for a long time. I am really sorry we are unable to offer a replacement again. We really appreciate your understanding. Sorry again for the trouble.”
I tried everything I could to get an RMA.
The RMA process of my OG 5k+ is ongoing for over 1 year !!!
Meanwhile I bought an 8xk which also needed replacement for a dead pixel and a damaged front. I got an shipping label now but only after I came here and had to complain again. The post was being set to private by Pimax, which lead a bad taste in my mouth as I was staying friendly in my wording.
Don’t want bad press for your flagship in public ? I didn’t trash talk about pimax on reddit besides everything that happened since the kickstarter campaign but you’re really testing the waters with me here Pimax.
May I quote Robin Weng from around 2 weeks ago:
“Of course, customer satisfaction is our number one priority so above all else we are focusing our efforts with our support, logistics and warehousing teams to ensure our most important resource - our customers - are always taken care of”
Edit: I’m now in contact with the support and I’m being helped out.