Starting in the month of August, Pimax has a phone number in Europe. For one month, as a pilot, European customers can call +31 38 202 2858 and reach a real person, based in the Netherlands, during European hours.
Earlier this year, we surveyed nearly 500 Pimax users about our service, and one thing we heard from European customers is that sometimes you just want to talk to someone. Not a chatbot, not a ticket form — a person in your timezone.
We're doing this for several reasons:
- Some things are simply easier by phone — escalating a case that feels stuck, or asking a question that doesn't quite fit a ticket form.
- It's a direct way to share ideas and feedback about our products and service.
- It works both ways: this pilot is also for us to learn what European customers actually need, so we can build the right support from here.
What to expect when you call
To be transparent about what a phone line can and can't do:
- Deep technical help isn't possible over the phone. Log analysis and PC diagnostics are things our support engineers do through chat or email, working directly with your system — that won't change, because it's genuinely the better channel for it.
- The line isn't connected to our customer CRM yet, partly for practical startup reasons. This means we can't verify personal details or order status over the phone.
- We can look into existing tickets, point you to the right channel, and escalate when something has genuinely gone wrong.
- It's a single line with limited hours, so please keep it free for people who need it.
Practical details
The line is open every workday from 13:00 to 15:00 CET. Outside those hours, the line is closed — you'll hear a short message with the opening times, and there's no voicemail, so no need to leave one. Just call back during opening hours, or use our existing support channels if you need, such as chat or the ticket system.
This is an experiment for the duration of one month — we honestly don't know yet what or how many European customers need most from a phone line, and the best way to find out is to open one and listen. Afterwards, we'll look at what kinds of calls came in and decide what the right shape for European support is from there. We'll share what we learned.