Opened a ticket to RMA my Pimax 5K+ for cracked housing (with pictures attached). Having heard nothing a week later, I contacted Pimax USA by phone and gave them the ticket number. The next day they emailed me a UPS shipping label. This was 2 weeks ago on Friday. I shipped it to them that day. On the next Tues they got it (Toronto to Florida). 3 days later (Friday) I got an email confirming approval and a return tracking#. They sent me another headset the next Monday (this week). I got the replacement today.
2 week turnaround. This part is the impressive part and it is very impressive.
Now for the annoyance. Because they didn’t indicate it was an RMA return on the shipping details UPS attached $62.89 tax and brokerage to it. Now I will have to see how long it takes to get my money back.
The sad part is, you would think Pimax NA support would have the understanding that the shipping info needs to indicate that this is not a purchase but and “RMA return”. If they had done this right there would have been no fee. it’s not like it’s their first RMA. I emailed them this morning in hopes I could get them to send UPS the corrected document info,as UPS would then have removed the charges, but this wasn’t accomplished.
The replacement if fine. As good in panels as my old one and I loved them. The housing doesn’t appear to have issues at this time (here’s hoping), The lenses are good. After pairing my Wands, I was good to go.
I would have rated this 10 out of 10 had they not screwed the pooch on the paper work. Beyond that great service.
I would point out that couriers travel the 75 Interstate every day from Buffalo to Florida so some of speed is due to that advantage. They usually make the run in a day or so.