I have received Pimax 5k+ in mid November. No tracking, nothing, just showed to the door.
Upon starting it, I found out unit was faulty. Screens inside were showing white snow, then horizontal lines, then it went off completely. I have tried troubleshooting with help from people from forum. No luck.
Sent a video of issue to support.
They have asked me to ship headset and all the contents of the box to UK warehouse. I shipped, from tracking I saw that it has arrived few days later (from Finland).
Then the long wait began. It took two weeks for Pimax Support to confirm they received faulty headset. Then another two weeks, to tell me I will get a replacement.
On December 17th I have received message: “Hi friend, We have arranged your package on the way to the warehouse and will update you the final tracking number. Please be patient.
Have a nice day!”
Just before new year I asked again. Got reply on Jan 4th: “Sorry for the delay. We will arrange for a spare headset to replace it. Please be patient.”
Another two weeks of silence, even though I ask once a week about the progress.
On Jan 16th, I get message: “We’re very sorry for the headset issue you have occurred.
The issue may caused by the DP cable. We will ship one replacement cable for you. If the issue still exists, and we will send a new replacement headset for you.”
Note that I have shipped broken headset to warehouse nearly two months ago, so what use I have for the cable?
I reply explaining again the whole situation.
On Jan 20th I get reply: “i have checked internally, headset have been shipped. Please acknowledge it. tks support pimax!”
Yeah, I acknowledge it. I immediately ask for the tracking number, because it seems you cannot trust what support tells you. And now it has been silent for 4 days already.
I want to note, I am a patient person, I am ready to accept if they say “Hey, we need to do some extra QA, it might take a few weeks”. But when they tell me multiple times that headset is on the way, and then that its not yet ready, that makes me doubt them. I really hope they improve.
Also they didnt agree to cover shipping cost of broken headset.
TL DR: Got broken 5k+ in November , sent it back, was promised replacement multiple times, still waiting.
Initial thread is here: 5k Plus screens are always blank