AYANEO Unveils 2026 Service Improvement Plan After Facing Shipping Delays and Customer Service Criticism
AYANEO, a company that has rapidly distinguished itself in the handheld gaming market, has announced the launch of its 'AYANEO 2026 Service Improvement Plan.' Known for innovative portable consoles such as the AYANEO Pocket DMG, Pocket DS, and Pocket Air Mini, the Chinese hardware manufacturer has faced substantial backlash in 2024 due to delayed product shipments and underwhelming after-sales support.
Since its inception, AYANEO has been celebrated among handheld gaming enthusiasts for delivering modern takes on retro gaming form factors and robust performance on devices designed for titles found on platforms like the Nintendo Switch and the eShop.
However, in recent months, complaints about slow deliveries and lackluster customer support have increased, prompting the company's leadership to respond decisively. Arthur Zhang, CEO of AYANEO, addressed these concerns directly in a recent IndieGoGo update.
In a clear and reflective statement, Zhang acknowledged the company's shortcomings, saying, "I genuinely believe we have disappointed our loyal supporters." Zhang outlined a comprehensive roadmap to rebuild community trust, emphasizing steps to bolster shipping efficiency, enhance the quality control pipeline, and revamp after-sales service. The announcement coincides with the temporary suspension of the IndieGoGo crowdfunding campaign for the AYANEO Pocket Play—a new Xperia Play-style handheld that has garnered significant anticipation among portable console fans.
According to Zhang, "We believe it is our responsibility to resolve existing issues and verify the effectiveness of our updated service protocols before introducing new products to the market." Zhang confirmed that while development of the Pocket Play device continues, the campaign will be relaunched only after fulfillment of current backer commitments, aiming for late January or early February of 2025. AYANEO's response includes immediate initiatives to streamline logistics, improve transparency throughout the shipping process, and establish a more mature customer support network.
Reflecting on the company's passion for handheld gaming, Zhang explained that the drive to produce top-tier devices stemmed from AYANEO's core team being gamers themselves—a trait that has helped the brand resonate with a global audience. AYANEO's track record of delivering acclaimed hardware such as the Pocket DMG, DS, and Air Mini has positioned the firm as a competitive force in the growing handheld gaming sector, offering consumers alternatives to established industry leaders like Nintendo.
With the implementation of the 2026 Service Improvement Plan, AYANEO aims to regain the confidence of its user base and set new standards for reliability and support within the portable console market. Backers and future customers can expect more timely communication and clearer delivery timelines as AYANEO commits to operating with increased transparency moving forward.
The company’s willingness to pause the rollout of its next major release in favor of customer satisfaction serves as a strong indication of their commitment to long-term community trust and product excellence.
However, in recent months, complaints about slow deliveries and lackluster customer support have increased, prompting the company's leadership to respond decisively. Arthur Zhang, CEO of AYANEO, addressed these concerns directly in a recent IndieGoGo update.
In a clear and reflective statement, Zhang acknowledged the company's shortcomings, saying, "I genuinely believe we have disappointed our loyal supporters." Zhang outlined a comprehensive roadmap to rebuild community trust, emphasizing steps to bolster shipping efficiency, enhance the quality control pipeline, and revamp after-sales service. The announcement coincides with the temporary suspension of the IndieGoGo crowdfunding campaign for the AYANEO Pocket Play—a new Xperia Play-style handheld that has garnered significant anticipation among portable console fans.
According to Zhang, "We believe it is our responsibility to resolve existing issues and verify the effectiveness of our updated service protocols before introducing new products to the market." Zhang confirmed that while development of the Pocket Play device continues, the campaign will be relaunched only after fulfillment of current backer commitments, aiming for late January or early February of 2025. AYANEO's response includes immediate initiatives to streamline logistics, improve transparency throughout the shipping process, and establish a more mature customer support network.
Reflecting on the company's passion for handheld gaming, Zhang explained that the drive to produce top-tier devices stemmed from AYANEO's core team being gamers themselves—a trait that has helped the brand resonate with a global audience. AYANEO's track record of delivering acclaimed hardware such as the Pocket DMG, DS, and Air Mini has positioned the firm as a competitive force in the growing handheld gaming sector, offering consumers alternatives to established industry leaders like Nintendo.
With the implementation of the 2026 Service Improvement Plan, AYANEO aims to regain the confidence of its user base and set new standards for reliability and support within the portable console market. Backers and future customers can expect more timely communication and clearer delivery timelines as AYANEO commits to operating with increased transparency moving forward.
The company’s willingness to pause the rollout of its next major release in favor of customer satisfaction serves as a strong indication of their commitment to long-term community trust and product excellence.