Our Best Story Yet: Improving Our Customer Support

February Customer Care Update

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February 4, 2026 9:21am EST

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In the video below (and blog), we take you through the latest improvements to our customer care, as well as share a great story of how a negative video became the blueprint for our improved customer support.

Here we cover some latest updates to our customer care, including channels and closing time of tickets. See the video, or read the blog.

Our customer satisfaction scores keep improving. That means faster closing times, fewer "speak to manager" complaints (despite shipping huge amounts of headsets), and more accurate answers. In the end, what matters is how much our users enjoy the Pimax experience, and all these scores are up!

Over a year ago, Mark published a video on his channel, Get Your Game On, talking about problems he came across when purchasing his Pimax headset. We reached out, and always kept in touch — and over the past year we've even partnered at events. This story represents the work of many people at Pimax who fixed our team structure, training, software, and protocols—slow but meaningful changes that have led to much greater user satisfaction.

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.