After sending a short video.. I received this email

Hi Rob,
Thanks again for your reply. ​I will update you as soon as there is an update.
You can contact me directly if you encounter other issues in the future use of HDZero products.

Thanks & Best regards
Gao

I’m just gonna fly them as is.. wait till a good solution surfaces.. then send them in.. honestly my head movement is minimal when I fly.. who knows.. maybe another “gremlin” may surface before I send them back

I don't have any response to my email from Divimath yet but that is to be expected because it's the weekend. I might try and do a video of mine over the weekend in preparation because I'm sure they will ask for one from me too. I think it's going to be a challenge trying to get my phone into the optics and holding it steady enough to show that actual issue, but I'll just have to try and do my best. A GoPro would probably work better but unfortunately I don't own one.

I found it to be easier by removing the face plate and focus on the area I could see the “tilt””. Mine was the upper right corner of the left optic..

(15-Apr-2023, 05:00 PM)Rob Axel Wrote: I found it to be easier by removing the face plate and focus on the area I could see the “tilt””.  Mine was the upper right corner of the left optic..

Good thinking Batman. I'll give that a try later

Removing the faceplate really helped to get a better video of the issue so that was a great suggestion by Rob. It was still a bit awkward holding the goggles and the camera in position while trying to capture the issue, but after a few takes I ended up with some footage of reasonable quality.

Below is my video demonstrating the loose lenses in the optics module housing which are moving / shifting back and forth as the goggles are tilted ~15 degrees forwards and backwards resulting in the image becoming out of focus when that happens. Both the left and right lenses are loose on my HDZero Goggles.

At least I now have something prepared that I can just forward to Divimath when they ask for some video footage of the problem.

Carl has put out the following official statement about the loose lens issue just over an hour ago. He says they've had about 30 complaints so far, but once more people start to hear about the issue and check their HDZero Goggles carefully I have a feeling that a lot more support tickets will probably be heading Divimath's way.

Hopefully Divimath won't ship any more HDZero Goggles customers without first thoroughly checking to see if the optics module has the loose lens issue or not. I guess that could possibly hold up people's orders if they do discover that a load of goggles hot off the production line have the same problem, but it will be better for people to have to wait a bit longer than to receive goggles with a defective optics module.

Source (Facebook): https://www.facebook.com/groups/hdzero/p...7554727543

Carl Zhou Wrote:There are about 30 complaints about loose lens issue of HDZero goggle. I do understand goggle is a big investment, and I will take care of it.

The optic supplier suggests pilot or our repair center should not try to fix it because of the complexity and environmental clear air requirement for opening the optic. 

We are working with the optic supplier now to find out a solution so that we can repair it on regional repair center to shorten the whole process.We have tested each HDZero goggle by wearing it for normal flying. You should be able to use it normally while waiting for the fix.

If this problem bothers you much, please ship it to us now, and we will get it fixed and ship you back asap. But it will take longer time for it needs to be fixed by optic supplier in China for now.

Sorry for the inconvenience.

Carl

Got my reply. I'm also to give an order number and video. Hopefully my phone cam will cut it as that's the best non-FPV cam I've got.

I also got a reply from Divimath support this morning as well. Still photos aren't going to be able to show the issue, but I've sent them a link to my video in post #20.

Divimath Support Wrote:Thanks for contacting HDZero customer support. Sorry I did not reply to your email in time. Please forgive me again.
Would you please provide the following?
(1). Order number
(2). A few photos and a short video to help assist in identifying this issue. 

Thanks & Best regards
Gao

Funny that they are asking for videos to assist in identifying the issue. Sounds to me like they know all about it already so why the need for more videos?

Yeah, I was wondering why they'd want videos as well. It's not like I'd want to send back fully functioning goggles after three months of waiting. I'd be outside flying instead of writing emails.

Apparently mine shipped out of Hong Kong this afternoon and should be delivered tomorrow, which seems optimistic, but I guess we'll see.

Still in two minds what I'll do if a I get a pair with a rattle

I believe they are asking for videos to confirm they are the same complaint.. or same problem..This is a new product.. there will be growing pains.
Think of it like this.. you buy a new car.. as u drive it home .. it makes a “noise”.. 200 other people say the same thing.. but who is to say the “noise” is from the same part of the car..

I'm generally a sceptical person but I personally think the request for photos and videos is to just buy a little bit of time and string things out a bit longer while they try and come up with a viable solution which will give the impression that things are being progressed by way of a few exchanges of emails over a few days with some drip-feeding of information. I actually clearly provided my order number in the original email so I'm not sure why they asked for it in their reply which sort of suggests that they skimmed over the content of the emailed, flagged it as being one of the loose lens complaints, and then just sent out a copy/paste boiler plate response.

I did provide my order number (again) and a video over 24 hours ago, but I've not had another response back yet.

For anyone who finds this same issue with their HDZero Goggles when they take delivery of them, my advice would be to just bite the bullet and go through the initial pain of getting Divimath to sort it properly rather than just living with the problem and then later regretting not having reported the problem and got it fixed at the outset. Once you start using the goggles in anger you are going to be less likely to then want to send them off and be without them for a month to get them repaired.

For European customers it looks like there might well be an HDZero service centre Germany, so we might not have to send our goggles all the way back to China.

(18-Apr-2023, 09:58 AM)SnowLeopardFPV Wrote: I'm generally a sceptical person but I personally think the request for photos and videos is to just buy a little bit of time and string things out a bit longer while they try and come up with a viable solution which will give the impression that things are being progressed by way of a few exchanges of emails over a few days with some drip-feeding of information. I actually clearly provided my order number in the original email so I'm not sure why they asked for it in their reply which sort of suggests that they skimmed over the content of the emailed, flagged it as being one of the loose lens complaints, and then just sent out a copy/paste boiler plate response.

Asking for a proof is not to delay things or to annoy people, well, ok yes, its to make it not too easy to get an repacement. This must be done or otherwise you have masses of people sending their stuff in, just to get a replacement or because they think they have the same issue but instead have smth else. So you really need to make sure the user is affected by the specific issue. Also to be able to hold the manufacturer of the optics accuntable you need proven cases.

(18-Apr-2023, 11:07 AM)jasc Wrote: Asking for a proof is not to delay things or to annoy people, well, ok yes, its to make it not too easy to get an repacement. This must be done or otherwise you have masses of people sending their stuff in, just to get a replacement or because they think they have the same issue but instead have smth else. So you really need to make sure the user is affected by the specific issue. Also to be able to hold the manufacturer of the optics accuntable you need proven cases.

TBH it is what it is and I'm not going to lose any sleep over it because Carl is clearly doing his best to make things right, so I know that people with the loose lens problem on their HDZero Goggles are going to be looked after even if it takes some time. The issue doesn't prevent you from flying. It's just an irritating annoyance on an expensive product that cost $500-600.

Other than this particular issue the HDZero goggles seem to be really well and solidly manufactured from a build perspective. It's just that Divimath have unfortunately been let down by their optics supplier. Testing every single aspect of every pair of goggles before they are sent out including all the electronics and all the physical components is probably impossible to do and this particular issue isn't something that is easy to spot unless you know to look for it, or accidentally notice it even if some pairs of goggles are spot-checked before they get put into boxes. I think Divimath have just been caught off-guard with sub-par QC from a 3rd party supplier on this particular occasion. 

The request for more information and evidence isn't something that bothers me, but asking for my order number again when I already clearly stated that in my first email does indicate some lack of attention to emails that are being sent in.