there is a firmware update that addresses the DPI downshift problem of the 3950 sensors for the Crazylight series. please add it for the Zywoo gen 2 and the other pro series aswell

My experience with Pulsar - a defective mouse, endless troubleshooting, and extremely disappointing customer support

I want to start by saying that this isn't a post from someone who already disliked Pulsar.

Quite the opposite.

I've owned Pulsar products before and have generally been very happy with them. Pulsar was a company I genuinely trusted and had a good opinion of, I used to suggest to friends and tell people they must try Pulsar. Friends of mine bought Pulsar products because of me, which is exactly why this experience was so disappointing to me as someone who really liked your products.

I purchased a Pulsar ZywOo The Chosen Mouse Gen.2 - Medium, and unfortunately, the mouse turned out to be defective from the beginning.

The issues included:

• Sensor randomly moving on its own.
• Randomly skipping/jumping frames without touching the mouse.
• The battery draining extremely quickly even when the mouse wasn't being used.

At that point, I contacted Pulsar support.

I completely understand that a company needs evidence before approving an RMA. That's fair.

What bothered me was the process of having to repeatedly prove that the mouse was actually defective.

I was asked multiple times to provide videos demonstrating the issue. I provided them, yet the process continued with more troubleshooting and more evidence (because my evidence wasn't good enough or not reliable enough)

At some point, it genuinely felt like I was being treated as if I was making the problem up rather than as a customer who had received a defective product.

Eventually, technical support determined that the mouse needed to go through RMA and be replaced with a working unit.

Fine. Problem solved, right?

Not quite.

The Superglide skates issue

Before I knew for certain that the mouse was defective, it took up to 2-3 days. I installed Pulsar Superglide glass skates on it.

They cost around $25 before shipping and VAT.

Once they're installed, they're essentially a one-time-use product.

So when the mouse was confirmed to be defective, I was left with $25+ skates that were now effectively useless.

I asked Pulsar if they could either refund the cost of the Superglides or include a replacement set with the RMA mouse.

I wasn't asking for some massive compensation.

I wasn't asking them to replace my entire setup.

I was asking for a $25 set of skates after receiving a defective mouse and going through a RMA process.

Pulsar refused.

Not a refund.

Not replacement skates.

Not even a goodwill gesture.

And the part that really bothered me was the reasoning I received:

I was essentially told that next time I should make sure the mouse is 100% working before installing the Superglides. (like my life depending on it)

But how am I supposed to know that a brand-new mouse has a hardware defect before using it? I'm not a mouse expert or even near it, just a customer.

That's the whole point.

I didn't install the skates knowing that the mouse was defective. I installed them because I reasonably believed I had received a functioning product.

I couldn't possibly know beforehand that the sensor would randomly move, skip tracking frames, and that the battery would drain abnormally fast.

This is what customer service means to me

I understand that Pulsar may have policies regarding accessories and consumable products.

But customer service isn't only about following the strictest possible interpretation of a policy.

Sometimes it's about looking at the situation as a whole:

A customer received a defective product, spent time troubleshooting it, had to repeatedly provide evidence to prove the defect, went through an RMA, and lost another ~$25 because they had reasonably installed an accessory on what they believed was a working product.

Couldn't the company simply say:

"We're sorry about the experience. Here's a replacement set of Superglides on us."

The actual production cost of a set of skates is obviously not anywhere close to the retail price of the product.

For a company, this is a relatively small gesture.

For the customer, it says:

"We understand that this was our product that failed you, and we want to make this right."

Instead, I was essentially told that I should have known better.

And that's what left such a bad taste in my mouth.

I've personally experienced much better customer service

I've had situations with other companies where the product itself failed, or the company made a mistake, and the response was completely different.

For example, I had a Corsair case where the side glass panel broke. Their support essentially needed the serial number, asked for no ridiculous amount of proof, and within less than a week they shipped me a replacement panel at their own expense - even though that particular panel was already difficult/impossible to find in stores.

I've also had an issue with Brainwavz, where the wrong earcup adapters were sent to me. They simply acknowledged the mistake and sent the correct parts at their own expense, without further questions asked.

I've also seen examples from Corsair where customers received defective RAM, and Corsair went beyond simply replacing the defective kit, providing additional RAM as a goodwill gesture. (With the current RAM prices as well. HUGE goodwill gesture)

And lately I've seen this post from other hardware customers where companies such as ZOTAC went considerably further than the minimum required when a customer had repeated hardware failures, and they just replaced his RTX 4090 with a brand new RTX 5090.

I'm not saying Pulsar has to give every customer free products whenever something goes wrong.

I'm saying that goodwill exists for a reason.

Sometimes a $20–$30 gesture can completely change how a customer remembers a bad experience.

Instead, I came away from this experience feeling like Pulsar cared more about avoiding giving me a $25 set of skates than about making a previously happy customer feel taken care of.

And that's disappointing.

Because I actually wanted to continue being a Pulsar customer.

A defective product can happen to any company. Manufacturing defects happen. Electronics fail. That's understandable.

What isn't understandable to me is making the customer feel like they're the problem, forcing them to repeatedly prove the defect, and then refusing even a small goodwill gesture when the company's own product turned out to be defective.

Pulsar - I genuinely expected better from you.

I was a happy customer before this.

After this experience, I'm seriously questioning whether I want to purchase another Pulsar product in the future.

Maybe I'm expecting too much, but in my opinion, a company should care about the customer experience after something goes wrong, not just about getting the defective product back and technically completing the RMA.

I just wanted to ask if this is possible to connect my new JV-X mouse to the 8k dongle from my X2h v3 eS dongle?

https://preview.redd.it/0kclap32m5ih1.png?width=588&format=png&auto=webp&s=1f4da3f9ff954fc9ad5c16822b264671785b497a

I updated the dongle through the Beta firmware listed on Pulsar Downloads. Now my dongle is on FW 4.00, but whatever I try it will not detect the mouse. I've tried different cables, my laptop instead of the PC. Cannot get it to pop up. All the links that point towards older firmware for the dongle/mouse are unavailable. Now the mouse doesn't want to work wirelessly anymore, so I need a bit of help here. Thanks in advance!