Key Takeaways
Ayaneo plans to improve customer service response times, aiming for a 7 to 10-day backlog resolution before returning to a standard 24 to 48-hour response time.
The company commits to replacing defective items within a week and offers product replacements or paid upgrades for repairs exceeding three months.
A new ticketing system will be implemented for tracking after-sales and logistics, along with an overseas warehouse for better local service.
Changes to crowdfunding will include increased ready stock, shifting pre-sales to its website, and more frequent updates on product launches to reduce delays.
CEO Arthur Zhang will engage more with international communities and pause crowdfunding for the new Pocket Play device until new service processes are confirmed.
Following a previous report that criticized Ayaneo for its poor practices, the Chinese company, known for its handheld devices powered by Android, has unveiled its intentions to enhance its services in 2026.
Areas of Improvement
Shared on its social media platforms, Ayaneo’s service improvement strategy for 2026 focuses on five key areas: Customer service response, After-sales experience, Shipping and crowdfunding, Quality control and process, and Rebuilding communication. Here are some of the major highlights from the plan:
To kick things off, Ayaneo aims to tackle its backlog of emails in a time frame of 7 to 10 days before returning to its standard response duration of 24 to 48 hours. The company has also made the decision to set up a dedicated email address (see image above) specifically for unresolved issues that were reported before 2025.
Product Replacement and Repairs
The manufacturer is committed to replacing any items that show defects within a week of delivery. If repairs take longer than 3 months, the products will be replaced, or owners can opt for a paid upgrade to another model. Should devices be repaired within the 3-month period, their warranty will be extended based on how long the repair took.
Ayaneo has also disclosed plans to implement a ticketing system after the Chinese New Year holidays, enabling customers to track after-sales and logistics in real-time. Furthermore, between March and April 2026, Ayaneo intends to open an overseas warehouse stocked with its best-selling models to assist with local after-sales service.
Changes to Crowdfunding
Modifications are also on the way for its crowdfunding approach, which has faced significant criticism. To address this issue, Ayaneo plans to boost its ready stock, which will lessen its dependence on crowdfunding. Additionally, it aims to shift some of its product pre-sales to its own website. For products launched on crowdfunding platforms, Ayaneo promises to give more frequent updates and manage delivery timelines more effectively to minimize delays.
Another important detail from the service improvement plan includes the potential for a synchronized global launch of its products. Ayaneo is also pledging to strengthen its quality control measures by introducing more inspection points and being stricter with the quality of its components.
CEO Engagement and Future Plans
Lastly, Ayaneo stated it will pause the crowdfunding for its newest device, the Pocket Play gaming smartphone, until the new service processes are confirmed to work effectively. The company has also announced that its CEO, Arthur Zhang, will become more involved in its international communities and will host regular interactive sessions.
Ayaneo on X
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