Lighthouse Faceplate update on Sep 14
We would like to provide you with an update regarding the delivery schedule for the Lighthouse faceplate orders.
We will start shipping on September 15th, it will gradually increase within the first week and then stabilize at full capacity. Orders placed before September 10th are expected to be fulfilled by the end of September.
Please note that we are prioritizing the shipping sequence based on the order’s timeline. If you have purchased the Lighthouse faceplate together with Crystal, we will prioritize Crystal’s shipment first, followed by the individual shipment of the Lighthouse faceplate.
Thank you for your patience and understanding throughout this process. We apologize for any inconvenience caused and assure you that we are working diligently to fulfill your orders as efficiently as possible.
If you have any further questions or concerns, please do not hesitate to reach out to our customer support team. We appreciate your continued support.
Crystal update on Sep 4
Lighthouse Faceplate Shipping:
We will begin shipping the Lighthouse faceplate in mid-September. Initially, the production capacity will be limited, but we are gradually increasing it. We kindly request your patience during this time.
Power HUB Kit:
The Power HUB kit is a custom accessory provided by our third-party supplier. During our conversations with customers, we discovered that a very small number of HUBs may have quality issues such as poor contacts. We take this matter seriously. If you are experiencing similar issues, please contact the Pimax support team immediately, and we will prioritize assistance for you.
Crystal Complete Kit Software Evaluation Journey
Our latest software includes features such as all-in-one functionality, eye-tracking, AUTO IPD, and 120Hz display. Several influencers and 100 end-users have started testing these features and have given highly positive feedback. They have also provided valuable suggestions to Pimax. We will soon open these features to the public. If you encounter any difficulties or failures during the testing process, please reach out to us immediately. Our service team will be available to assist you promptly.
Thank you for your ongoing support and understanding. We appreciate your patience as we strive to provide you with the best experience possible.
Crystal update on Aug 25
Dear valued customers,
We hope this message finds you well. We wanted to provide you with an update regarding the Crystal Headset production. While we are pleased to inform you that the assembly of the headsets is complete, we have encountered a delay in the delivery schedule due to a bottleneck in the production of our glass lenses.
We understand the importance of delivering high-quality products to our customers and want to ensure that every lens meets our rigorous standards. To achieve this, we are implementing additional measures to carefully inspect and assess the quality of each lens. This will help us deliver a superior product that exceeds your expectations.
We anticipate that as soon as the lenses arrive, we will be able to accelerate the production process, resulting in a significant increase in the number of Crystals available for shipment. Our team is diligently working to fulfill the existing backlog of orders within the next two weeks.The good news is that they will come with the full function software.
To provide you with a glimpse into our progress, we would like to share some on-site images that showcase the dedication and commitment of our team. Please find the attached photos, which highlight our production facilities and the meticulous attention to detail we apply in each step of the manufacturing process.
We sincerely apologize for any inconvenience caused by the delay in delivery. We strive to maintain transparency and open communication throughout this process. Should you have any questions or concerns, please don’t hesitate to reach out to our dedicated customer support team. They are readily available to assist you.
Thank you for your understanding and continued support. We remain committed to delivering a product of superior quality and craftsmanship. Your satisfaction is our utmost priority.
Buy now,Pay later-Installment support
With Pimax’s “Buy Now Pay Later” service, your may do monthly payments as low as $282.90 for over 6 months when you purchase Crystal. This is a great way to spread out the cost of your purchase and make it more affordable.
Klarna will show different payment methods depending on your country or region. Klarna allows you to use Pay-later(within 14, 30 or 60 days), Pay in 3/4(interest-free installments & 2 week interval between repayments), Financing, Pay-now and By-card to pay orders.
Klarna is available in the following countries:United Kingdom, Germany, Sweden, Norway, Finland, Denmark, Austria;
PayPal offers short-term, interest-free payments, longer-term, monthly installments, and other special financing options that buyers can use to buy now and pay later, while merchants get paid up-front. Pay Later is included with the standard PayPal Checkout. However, specific Pay Later offers differ by country.We recommend that you select your country at check out then find out the plan works best for you.
Paypal Pay Later is available in the following countries:United States, United Kingdom, France, Spain, Italy, Australia
How to use Klarna or PayPal Pay Later:
Crystal Update July 19
Lighthouse faceplate & second lens update
Lighthouse faceplate will be launched in mid-August, and the first batch of limited orders will be shipped by the end of August. Please stay tuned to the official website for updates and news.
The video of the prototype for lighthouse,click here.
The second lens in the box:
Pre-order deal consists of the standard 35 ppd lens (delivered) and the 42 ppd lens (yet to be delivered).
We are also working on a new set of lenses that will maximize the FOV. These wide FOV lenses will be offered to all of our customers as an additional accessory that can be purchased for $129 later this year.
We have received a lot of feedback from you and we learned that many customers are actually very interested in these upcoming new wide FOV lenses and would even prefer those over the 42 ppd ones that are exclusively part of your pre-order package.
The wide FOV lenses are much more expensive in production than the 42ppd ($30) ones. The reason for this is the material: just like the 35ppd lenses, the wide FOV lenses are made from glass as opposed to the standard polycarbonate material of the 42ppd ones.
We still would like to allow you to get the lenses that you actually prefer to own. Therefore there are 3 options you can choose:
1. Change nothing and keep the 42ppd lenses. These will be delivered to you once ready （1st batch will be ready in the middle of September) . The users who pre-order and pay before 7/31 would have this option. (And we will close 42ppd from Aug).
2. Cancel 42ppd lens delivery and get a $30 coupon instead of the lenses. This coupon can be used with accessories including lighthouse plate
3. Cancel 42ppd lens delivery and upgrade to Wide Fov Lenses for a special price of $59 instead of $129. First batch of wide Fov lenses will be ready at the end of September.
Please share your choice with us here.
*If you have purchased Crystal from our agents, we will offer the same options. Please feedback your option to agent who fulfill your purchase and our agents will collect and forward your option to Pimax. Pimax will deliver the corresponding sets of lenses to the agents. The agents will finally deliver the lens to you directly.
*This deal will end on July 31,Customers ordering Crystal from August will only receive the standard version lens (35PPD).
Crystal Update July 5
Pre-order & shipping status update
We have contacted all the pre-orders made before July 1st to pay the final payment. Customers who pre-ordered before July 1st, but haven’t received the final payment email in the open areas should contact Pimax via firstname.lastname@example.org. We will resend the payment email for you.
Shipping confirmation progress:
Customers who completed the final payment before the 25th of June but haven’t received the shipping address confirmation email, should contact Pimax through email@example.com in case you have missed the email.
Crystal Update June 30
Controller Tracking Issue:
This issue has been given high priority and is listed as a top-tier concern in our system. Our team is well aware of this known issue and has released a beta version aimed at improving the controllers performance. The release of the public version is imminent and will happen in the coming days. We are continuously working on refining it until it reaches perfection.
Eye Tracking/Auto-IPD/DFR Firmware Release:
We recently released the beta version of our firmware to our beta group and a few KOLs. The feedback we received indicates that the firmware has delivered significant performance increase. However, during this testing phase, we discovered a minor issue with the eye-tracking feature, which is causing glitches. Our main objective is to enhance the accuracy of this feature before making it accessible to the general public. We expect to release the improved version shortly.
The development progress of the faceplate is significant, and everything is progressing smoothly according to plan. We expect to have a demo of the faceplate available by Q3 followed by production phase.
Pimax Airlink Module (60G)
We are currently in the process of developing the module and expect to have a prototype available by the Q3.
Currently, we are actively involved in developing lenses with two distinct specifications. The first set of lenses provides a wide field of view (FOV) and a PPD value of 35. The second set, on the other hand, offers a higher PPD value of 42. We continuously collect users’ feedback and preferences. This feedback highlights the importance of considering and prioritizing this particular feature in product development or improvement efforts.
Audio Latency Issue:
Our software team has made attempts to fix it in previous beta patches. However, improving the audio quality became a priority over latency, as it had become unbearable. We are working on finding the right balance between audio quality and latency.
Crystal Update June 25
The hardware for the Pimax Crystal headset is fully functional, and most software features are working. Eyetracking, Auto-IPD and standalone mode will soon be enabled as well. Eye tracking is expected to be enabled by the end of June, and Standalone mode will be demod around the end of July as it is still under continuous optimization. Once enabled, users can update the software via OTA. We’ll keep you updated.
Fiber Optic Cable:
Staring from June 25,Crystal will resume shipping with the standard DP cable instead of the fiber optic cable used as a temporary measure.
Pre-order Process and Status:
- Customers will be notified by email when their pre-order number’s turn has come.
- After payment is completed, the order will be processed and customers will receive a shipping tracking number via email.
- If payment isn’t made by the required date, the spot will be passed to the next customer. However, if the customer still decides to buy a Pimax Crystal in the future, they can email Pimax to get a new spot.
- Currently we are shipping to below regions:
North America (United States and Canada)
Europe: EU region, United Kingdom,Norway, Switzerland
Oceania: Australia & New-Zealand
Middle East region
Asia: Singapore, Malaysia, Thailand, Philippines,Japan,as well as Mainland China, Taiwan and Hong Kong.
Customers who pre-ordered before 31th,Mar and haven’t received the final payment email in the open area should contact Pimax through firstname.lastname@example.org. All pre-orders made before May 30th are expected to be processed and shipped within the next two months.
Shipping Process and Status:
Crystal Shipment Process:
- You confirm your address and tax confirmation by email
- Your Crystal ships out
- We provide you your tracking label
Note: Customers who completed the final payment before 16th of June and haven’t received the address confirmation email, should contact Pimax through email@example.com in case you missed the email.
Crystal Update June 15
Glass Lenses and HUB Kit:
Starting from last week, all headsets have started to ship including glass lenses. Starting from this week, all shipments will also include the Power hub.
Pimax has already shipped glass lenses to all users who received resin lenses, and the Power hub will be sent to all customers who did not receive it yet as well.
Broken headstrap clip issue
We still have received reports from customers regarding broken headstrap clips. After investigation, we have determined that the clips sometimes break during international transportation.
Our factory has now properly designed a new piece of foam for the clip area. After a series of drop testing, impact testing, and vibration testing, this new solution has been proven to be effective. The package should now be able to withstand the forces it will encounter during shipping.
We apologize for shipping broken headsets to our customers, and we’ll replace all of these with a new one. Thank you for your support of Pimax and for being one of the earliest customers of Crystal. We appreciate your patience.
Improved customer support
We would like to once again formally apologize to our customers that have encountered these problems. We hope to see these issues completely resolved moving forward. We will continue to strive to push the VR envelope and deliver the best VR headsets.
If you encounter any service or product problems in the near future, please contact us at firstname.lastname@example.org. The Pimax Support Team will respond back and work to find a resolution as soon as possible. If your problem has not been resolved for a while, you can also contact email@example.com, and we’ll read all your emails and help to resolve any issues quickly.