Pimax Alters Payment System to Lower Flagship Costs, Reduces Refund Options

In a move that might surprise some, Pimax has not only updated its PC VR headset collection but also introduced a financing plan for their Crystal Super and Crystal Light models. These changes aim to make these headsets more accessible, though the new payment and return structures are stirring a bit of debate.

First unveiled in April, the Crystal Super is poised to be Pimax’s new top-tier PC VR headset. It boasts a base model with 57 PPD and employs QLED panels that deliver an impressive resolution of 3,840 x 3,840 pixels per eye. With a 120-degree field of view and glass aspheric lenses offering 99% light transmission, it’s set to dazzle users. Not to mention, the headset is loaded with features like eye-tracking, dynamic foveated rendering, and inside-out tracking. It even allows for swappable optical engines, and its redesigned, compact form improves ergonomics. VR enthusiasts with high-end GPUs will likely find this an enticing prospect when the 57 PPD version hits the market in early 2025.

But that’s not the end of the story. Additional optical engines are on the way, including a micro-OLED engine for $699 and a 50 PPD QLED engine with a 135-degree view for $399, with pre-orders starting next year.

Pimax has also restructured the pricing for Crystal Super and its earlier release, Crystal Light. While the prices are lowered, the way you pay and return these headsets has changed, which some users might find controversial.

On paper, the price of the Crystal Super has been reduced from $1,800 to $1,695, and the Crystal Light has dropped from $899 to $858, both including controllers. However, Pimax’s new "Pimax Prime" financing/membership program shakes things up a bit. This program allows you to own a Crystal Super for $999 upfront or a Crystal Light for $599 upfront.

Similar to a previous trial scheme for Crystal Light, there’s a period to test out the headset. After that, you’ll decide to either go forward with one of two payment options to keep the headset functioning with its software or return it for a refund.

For those choosing Crystal Super, there’s a one-time payment option of $696 or a $33 per month plan over two years, totaling $792. With Crystal Light, the choices are a $259 one-time payment or $12 monthly over two years, totaling $288. Miss any payments along the way, and you lose software access.

Once you complete the payments, the Pimax Play software is free for that headset model, which could be a sweet deal if the product meets your expectations, or if you decide it’s not for you during the trial period and opt for a refund.

Pimax Prime doesn’t just offer a payment plan; it adds perks like early software access, invites to exclusive events, and priority support. However, the refund policy under Prime is more stringent than before, shaving off some flexibility customers once had, even if they’re facing a lower price tag.

Previously, the Crystal Light offered users a 15-day return window for unconditional returns, with a 30-day allowance if the product was damaged during transit. Now, there’s only a 10-day return period in both scenarios, meaning once the trial ends, you’re locked into a payment plan.

How this change flies will depend on user experience and satisfaction. In the U.S., where consumer return laws are less stringent, it might pass unnoticed. But in the EU and UK, where consumers can return products within 14 days for any reason and have two years of protection against faulty goods (excluding user error, misuse, or accidental damage), the limitations might be felt more keenly.

As pointed out by a sharp-eyed Redditor, ‘TotalWarspammer,’ after the 10-day period, getting a refund via Prime is tricky. You can still get your money back if you act within those first 10 days or if Pimax approves it afterward.

Oddly, Pimax’s headset warranty of 12 months explicitly excludes software from coverage, whether developed by them or third-party, despite being intended for use with the headset.

Whether this move will be seen as a blunder or a stroke of genius by Pimax remains to be seen. The headsets are undeniably appealing in their niche, offering robust features at fair prices, but the payment model obstacle might overshadow their appeal. On a better note, it gives potential buyers a chance to test the waters before committing, though paying for middleware should arguably come complimentary.

Moreover, Pimax Prime isn’t exclusive to these two models. It’s set to expand to future headset launches too, so how the community reacts could well shape this new strategy’s future.

Update (November 26th, 2024): There was some initial confusion regarding refunds for Pimax Prime memberships in the products’ FAQ, which inaccurately stated they were non-refundable. Pimax has clarified that you can indeed get a refund should you return your headset within the 10-day trial window, or sometimes even afterward at their discretion. Jaap Grolleman, Director of Overseas Marketing Operations, confirmed that both the base price and Prime subscription would be refunded under these circumstances. We’ve made a note of this along with details on their 12-month limited warranty.