Jun 25, 2023 Shipping Status Update and Domestic Customer Feedback - abxylute

Jun 25, 2023 Shipping Status Update and Domestic Customer Feedback

Reading Jun 25, 2023 Shipping Status Update and Domestic Customer Feedback 4 minutes Next abxylute: Year in Review and Our Path Forward in 2024

Dear abxylute gamers,

We would like to provide you with an update on the current status of abxylute this week. During the Dragon Festival holiday, our domestic orders in China were successfully shipped, and many customers have already received their abxylute consoles, enjoying an exceptional gaming experience. We are pleased to hear that the overall feedback has been positive, with users particularly impressed by the sleek design, ergonomic feel, and impressive vibration capabilities of our device. Some users have even mentioned that the overall streaming experience surpasses their previous devices.

However, we have also received reports of hardware issues from a small percentage of users. Specifically, some users have encountered intermittent button presses and malfunctions. As a company committed to providing an impeccable user experience, we take these issues very seriously. Although these button malfunctions were not detected during our rigorous quality assurance tests, the occurrence rate exceeds our acceptable standards. We are aware that today is June 25th, the day when we were supposed to ship out the products oversea. We deeply regret that we are unable to fulfill the shipments at this point.

Upon returning to work after the holiday yesterday, we immediately engaged in discussions with our engineering team and manufacturing partners to address this matter promptly. Based on our initial assessments, we are confident that viable solutions and alternative measures are available. 

  • The goods already delivered to our Hong Kong warehouse will be returned to the factory for rework and thorough quality test. We will not resume shipments until we are certain that the issue has been fully resolved. 
  • Simultaneously, our factory is working diligently to produce new devices incorporating the latest solutions. We believe that the resolution will be achieved within a relatively short period of time and we will provide you with a clear timeline as soon as possible.

We deeply regret the multiple shipping delays and understand the disappointment this may have caused. As our appreciation for your patience and understanding, we have decided to extend the warranty period by three months for all Kickstarter backers and pre-order customers. Additionally, if the shipping delay has personally impacted you (e.g., changes in address), please contact us at support@abxylute.com, and we will handle your case promptly.

Looking back, we recognize that we may have been overly optimistic about the manufacturing process. We are committed to ensuring a worry-free gaming experience for all our customers. Over the next two days, we will actively keep you updated on the latest developments and provide you with a definite estimated shipping timeline. It warms our hearts to know that overall satisfaction is high among customers who have received their consoles in China. We are also grateful that many enthusiastic users have volunteered to assist us in testing various solutions. We have also noted the software optimization suggestions from them, such as replacing the screenshot button and implementing a one-click switch between tablet and handheld modes. These points will be addressed in future OTA updates.

Thank you for your continued support, understanding, and trust in our commitment to delivering a high-quality product. We appreciate your patience, and we will do everything in our power to rectify the situation promptly. If you have any further questions or concerns, please do not hesitate to reach out to us at support@abxylute.com.

Best regards, 

The abxylute Team

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