After facing widespread criticism about poor customer support, Ayaneo has released a detailed 2026 Service Improvement Plan addressing email response times, repair policies, crowdfunding practices, and global distribution.
Chinese handheld manufacturer Ayaneo has announced a comprehensive service improvement plan following significant customer complaints about its support systems. The 2026 roadmap addresses five critical areas: customer service response times, after-sales experience, shipping logistics, quality control, and community communication.
The initiative comes after numerous reports documented extended repair timelines, poor communication, and crowdfunding fulfillment issues. Ayaneo's plan commits to clearing all existing support email backlogs within 7-10 days, followed by implementing a standardized 24-48 hour response window for new inquiries. The company is establishing a dedicated escalation channel ([email protected]) for unresolved cases.
Key operational changes include:
- Replacement guarantee: Devices developing faults within 7 days of delivery will be replaced immediately
- Repair time limits: Units requiring over 3 months for repair will be replaced or offered paid upgrades
- Warranty extensions: Devices repaired within 3 months will receive warranty extensions matching repair duration
- Logistics overhaul: Post-Chinese New Year ticketing system for real-time repair tracking
- Global warehousing: Overseas service centers opening March-April 2026 for local support
Crowdfunding practices receive particular attention after widespread delays. Ayaneo will reduce reliance on crowdfunding by maintaining larger inventory stocks and shifting some pre-orders to its website. When using crowdfunding platforms, the company promises more frequent updates and stricter delivery timelines.
The delayed Ayaneo Pocket Play crowdfunding campaign illustrates the new approach - the gaming smartphone launch remains postponed until Ayaneo confirms the effectiveness of these service changes. CEO Arthur Zhang will increase direct engagement with international communities through regular interactive sessions.
Compared to previous practices where repairs often took months with minimal communication, these commitments represent significant potential improvements. The plan prioritizes current device owners needing support while establishing clearer expectations for future customers, particularly those considering crowdfunded products. Successful implementation could position Ayaneo more competitively against established handheld manufacturers like Asus and Lenovo that maintain stronger service infrastructures.
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