An in-depth look at our improved customer care, and scores based on user feedback

2025 recap and a look ahead

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December 18, 2025 7:04am EST

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Is our customer support actually good? Here we make the case for that argument, showing what we've done in 2025, and what you guys think of the changes we've made, based on NPS survey results.

With 2025 closing, we'd like to summarize what we've done this year and what you guys think about that. Watch the video on our YouTube channel, or read it in this blog here:

Read the blog

We've further optimised the structure of our customer care, further splitting it into sub-departments, better following common use-cases and following the customer journey.

So we have specialized departments such as Pre-sales, logistics, Pimax Care, and After Sales. We've tripled our manpower, expanded to 24/7 chat support, and improved our customer care entry points.

Our NPS score keeps going up, driven both by product and service improvements. We aim for reply chat messages within 3 minutes, solve simple issues within 2 hours, and more complex ones within 3 business days.

Watch the video

If you feel your ticket or case is stuck, or doesn't get the service you think you should get, or doesn't match what we said on our website, then please reach out to [email protected] and attach your ticket number. This means your case is escalated and looked over by a supervisor.

We're always looking for feedback — it doesn't matter if it's positive or negative. We want to reward great employees, and also see which processes are up for improvement, where we need to adjust things or provide more training.