Short summary of progress with ticket SUPEN-313 that was submitted in November 2018:
Nov 8th 2018
Submitted Ticket SUPEN-313 (defective audio and microphone)
Teamviewer session without success. Delivery of 8K replacement announced.
Announcement that replacement is on the way to UK warehouse and final tracking number will be sent after arriving.
Jan 22nd 2019
Status of SUPEN-313 was changed to RESOLVED, regardless unanswered questions about the delay: «Hi, long time no reply. if you still have some problem, please create new one or mail to us. thank you have a good day»
Instant answer from Pimax to question about incorrect ticket closing: «Your replacement case has been recorded before, and please don’t worry about it. Once we ship it out, we will inform of you by email.»
First reply from Pimax about delay after shipping confirmed in Dec 2018: «The 8K still in producing period, we will arranging your replacement when the 8K start to arranging the shipment.»
Finall over 4 months since submitting the ticket the replacement arrived. Unfortunately the wrong version. 5K instead of 8K.
Delivery of 8K replacement arrived. Unfortunately it was defective. (no restart after firmware flash process completed, regardless whether Pitool or Sjef’s flash tool)
Teamviewer session without success. Delivery of another (third) replacement announced.
Returned both replacement headsets to UK. Package arrived April 16th according to tracking number. Costs of $108 for receiving and returning the replacements, were promised to be covered by Pimax.
Announcement that 8K replacement will be shipped after Qingming Festival.
Announcement that 8K replacement will be sent the following week.
Since April 10th and after the returned headsets arrived in UK any questions regarding the current delay via email or private messages in forum remain unanswered.
With all sympathy for Pimax and understanding for delays and inconsistent communication: If the handling of a support ticket has to extend over several months, it would be highly desirable if the communication does not come to a complete standstill.
Thanks in advance for any information regarding the shipping of the 8K replacement and for a speditive handling of this historical support case.