Pimax Customer Service Moved Back to China
Pimax COO Kevin Henderson announced in an interview with MRTV earlier this month that the company is moving its US-based customer support service back to China. The move totally phases out local support for Pimax products in the U.S.
This comes on the heel of the recent announcement of its new virtual reality headset Artisan.
The announcement of the move of its customer support centers to Shanghai was made by Kevin Henderson during an interview with the MRTV YouTube channel. A Pimax representative also made a tweet announcing that the company is preparing new customer service centers in Europe. These will be based in Germany, France and Poland. For the moment, however, all support will be China-based and the US-based customer support is no longer available.
Pimax Customers Have Faced Frustrations with the Customer Service
Pimax customers have been complaining about the company’s current customer support. After making inquiries, users have reported waiting for several weeks to receive responses. Where help is offered, it is sometimes not satisfactory or unreliable.
Henderson admitted that the issues with its customer support were due to the complete relocation of the customer service to China. The issues with customer support have therefore been due to linguistic challenges faced by the company’s Chinese employees. As a result, in some cases, customer requests are simply not being understood by the support staff on the other end. This had led to incorrect solutions being suggested by employees as some of the customer requests are lost in translation.
Pimax originally set up service centers in the UK and the US to counteract the language problems. However, the company has now had to discontinue these support centers for financial reasons. The company says it is much cheaper to operate from Shanghai.
During the CES 2020, Pimax had announced even more virtual reality headsets, a move that will surely make customer support more costly and challenging. It is this which could have informed the company’s decision to relocate customer support to China where labor costs are much cheaper.
Pimax has repeatedly failed to meet its shipping deadlines for the new headsets and there have also been reports of quality issues with the products that have been shipped so far.
Pimax is currently the only company that is offering an ultra-wide field of view virtual reality targeting the consumer market. This is an important factor in the immersion. This unique offering has provided Pimax small but very loyal following. The VR hardware company can continue to up-sell to this market with more accessories and new virtual reality headsets.
Pimax builds PC VR headsets with a typically wide field of view. The company was launched in 2016 and grew in popularity in the following year when it launched its Kickstarter campaign for its Pimax 8K headsets. The glasses faced several delays in delivery which led to widespread frustrations of its backers. But the company has been quite dynamic and busy and has been announcing lots of new hardware products such as its recently unveiled Pimax Vision 8K X.
Like Oculus, Pimax has been keen on growing its lineup of virtual reality headsets. The demand for its growing product lineup has created the need to institute a good customer service. It still remains to be seen whether the company will keep its word and open up new customer support centers. It is also not clear whether these will be the company’s own in-house service centers or whether it will sub-contract third-party service providers to offer customer support for its products.
With the service centers planned for Europe, European clients will at least be catered for.