December 3 2019 Discussion

This topic being old or new is irrelevant as the main issue is trust, delays, and frustrations caused by Pimax. There should only be a 8k and an 8kX! So many promises gotten broken by Pimax! Remaining trust is almost depleted! For instance, I believe no one can even say they believe sense controllers will be for sure be ready in 2020! But many can suggest they don’t expect seen them even in 2021.

Your post does not seem to be on topic. This is a topic on the update.

Do you by chance think there should only be the 5k+ & no 5kXR?

Now please stay on topic.

Btw - I think pimax controllers can be out in 2020.

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Don‘t wanna spread bad vibes but I really hate to see that EVERYTHING gets delayed AGAIN and they make people remember that the upgrade paths are ending soon at the same time. See the irony here?

With that little first hand experiences close to expiration date of the upgrade „offer“ + no discount I think it‘s a stupid move to force the only small way for backers to save (redistribute) a couple of bucks to buy something that nobody knows. Especially when having earned the reputation of a not really reliable company already.

The delays…I get…but making people to go hush hush on the „offer“ is disgusting IMHO

Please recheck 1st post. They are discussing extending deadline.

Op post has questions & some answers.

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much is „being discussed“ at Pimax.
as long it‘s not official it‘s not existing.
Even stuff that seemed very official turned out to be un-official-lized, whether by playing the cultural difference card, statements from single „officials“, plain ignoring or remodeling other „truths“
So forgive me when I take noone‘s word for it until it‘s…official :slight_smile:

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The op post is official Answers. But I do understand skeptism. The post I mention also has a link to original post.

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I asked support to use my 10m cable for the CK and they said yes but ignored my question if they gonna charge additional shipping…again.
I take this as a yes.

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Yes there still some issues with communication. I recommend sending @Matthew.Xu a pm with support ticket number & details. A few folks are having problems with “one offs” being understood.

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It’s totally related to topic which is the updates and as usual it’s all about delays and causes frustrations among KS pledgers and owners of Pimax hmds. We just hope controllers would be ready in 2020, we’ll be just happy but all the updates so far mostly dissapointment for many including myself. We’ll see…

Now this post is on topic. Much of the frustrations has been a result of communication issues. This is one of the reasons for the recent changes. To improve communication quality & frequency. So far I’d say we have see improvements. Understandably it will take time for folks to have confidence in the new direction.

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Yes Matthew is definitely working very hard on support by trying to fast track tickets at the moment . So good job @Matthew.Xu :+1:

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Hmmm… Looks like It is more about the tone rather than what’s being discussed regarding the latest update, what makes it related to topic or not. Anyways, we’ll all see if Pimax version of lighthouses and controllers will all be sent to pledgers in 2020!

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Speaking from My experience with the ticket system, is when you put a ticket in it gets answered reasonably quickly, BUT after that it is just forgotten about, dose not matter if you reply to that tickets, it never gets answered. they need a system that reminds them to revisit that ticket. @Matthew.Xu has been a god send for me, with out him I would still be fighting the ticket system. :+1:

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Oh man, if that patent with 220 degree fov is real that could potentially disrupt the market.

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Hi @Heliosurge, so here is a question. You added @Matthew.Xu to one of the above posts. We also added him on the previous posts that were quoted in the post and those were made days before this new post. No response in 8 days in one of the posts. Great members like @MarcoBalletta and @reptilexcq having similar issues with tickets just not being answered properly, yet so response from anyone tagged. But people are opening brand new topics for help and getting responses from him. This makes me wonder if there is any method to the order that things are being answered? Or are the one-offs ignored as they are tougher cases. If it takes time, I definitely understand that, but it is coming across like much of the Pimax communication over the last few months where if there is no answer, the questions are just flat-out ignored until finally they are ready to be dealt with. Also, it makes me feel like I never should have believed in Pimax and backed additional controllers (buying into that the products would be awesome) and then I would not be in this mess. Brand new posts are getting answered before backers that have been with Pimax from the get-go, signaling that they are focusing on newer orders since that is money they can still bring in while backers whom have already sunk their hard earned dollars into it years ago getting brushed off. I appreciate all your hard work in keeping the community together, and I have no problem waiting for answers, but when so many people get answered first that posted later (all members are awesome, so not saying anyone should not get answers), I wonder what order these issues are being reviewed and if some are being ignored as they will take additional work. Thanks a bunch. Hope you all had a great Thanksgiving.

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I think the best way to look at this is it’s just a bunch of chaos, there’s no method to the madness, only madness. Everyone get’s ignored equally without bias, you get a fresh chance at an answer every time you poke someone. Getting support through the forum is technically a loop-hole around the otherwise dysfunctional ticket system. But for those if us it’s worked for, we can’t complain.

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This is a forum, of course we can (and will) complain! :laughing:

I do agree; the chaos is palpable.

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Yup, I can confirm that the only way to see a response on my ticket from about a month ago was to complain in the forum and tag Matthew.

Not that I got a response from the support team which would have made any sense though.

So I again targeted Matthew and he seems to understand my request, so there is hope that he will explain it to them. It may be a language issue, but then what’s the point in having people work on support tickets if they have difficulties understanding what is being asked from them ? If I were asked to respond to French emails, my only chance would be Google Translate, and that would end up in quite a bit of hit & miss (though still get occasional hits which I haven’t managed to get out of the support team so far…)

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Asked for a refund 5 days ago and still nothing.
Once I messaged Mathew they reply only to ask me why I want a refund. Still no refund or a reply from customer service.

Edit- they issued my refund thanks to Mathew.

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Sorry for the inconvenience.

Whether I have any unanswered comments or questions, please remind me again and I will reply you. Thank you

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