Presumably the product is fine, if you receive one that is working. (I'd be interested in that probability if anyone knows.)
Unfortunately, I had a hardware issue with the headset where the lower half of the left display was discolored and would drop pixels or show them as a primary color that was glaring. If you don't spend hours a day in VR, then fyi if one eye is malfunctioning its distracting and annoying at least, but at times nauseating. It worked pretty good other than that. Except I had an issue with beat saber not respecting my head position. This was almost certainly software related, I never got far enough to fix this beat saber bug due to the hardware issues.
After about a month of somewhat stressful (hilarious in hind sight) interactions with numerous customer service representatives I was issued a RMA. If there is a hardware issue, Pimax can really only communicate one message a day, unless you are willing to switch to China's timezone. Also, at first, the tech support would show up in my e-mail, but if I responded by e-mail the message was not delivered, I had to use the support forum, this furthered the delay. I believe this issue has been fixed and an e-mail reply will reach tech support at this time.
Communication was difficult in general, and due to the slow pace of interactions it took a month for something that should have taken a few days maybe a week. Then when they gave me the return label, it was wrong, the destination was my house, at this point it was over a month from the purchase.
I had gotten in the habit of calling Amazon support first and then conference with Pimax and Amazon support. This tended to help communications and it was the 4th time I had contacted Amazon support to help with Pimax support. This time around the Amazon representative allowed a refund prior to conferencing with Pimax. Its not clear how Amazon allowed this, the first 3 times Amazon insisted that I go through Pimax, which I was fine with at first. Maybe if enough grief is experienced by the customer Amazon will let you go through them? Whatever the case, I jumped at the opportunity because the progress with Pimax was excruciatingly slow, and showed no sign of improving.
In theory, I really like the idea of a independent high tech VR company, and I would really like to see a company like this succeed. I don't especially like giving a bad review, but I paid a bunch for this headset and I expect it to work as advertised, when it didn't work correctly the path was long a narrow.
If I got a TV and 1/4 of the pixels were bad and would display bad colors and dropped pixels, I would hope the return process wouldn't take longer than a month. It was over a month and I hadn't even shipped it back yet. Who knows how long the total process would take, and if it would have gone smoothly. With so many goofball mistakes its hard for me to believe that none of them were on purpose, this would allow them to draw out the time of the return improving the bottom line. This is purely speculation on my part, maybe the support staff is just really bad at their jobs.
Supporting Pimax seemed fine at first, but I'd rather not subsidize them. Good thing I bought it through Amazon despite the sharp price difference from the Pimax website. It might make you wonder, why is Amazon priced so much higher? I know why.
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