Ayaneo releases a plan commiting to better service in 2026

Following an earlier report chastising Ayaneo for its bad practices, the Chinese manufacturer known for its Android-powered handhelds has announced plans to improve its service in 2026. 

Posted across its social media channels, Ayaneo's 2026 service improvement plan covers five main areas — Customer service response, After-sales experience, Shipping and crowdfunding, Quality control and process, and Rebuilding communication. Below are some of the key details from the improvement plan: 

Ayaneo says it will start by clearing its backlog of emails within 7 to 10 days and then resume its normal response time of 24 to 48 hours. It has also decided to create a special email address (see image above) to attend to unresolved issues that were submitted before 2025.

The manufacturer is also promising to replace products that develop a fault within 7 days of receipt. Products that are sent in for repair whose repair exceeds 3 months will be replaced, or owners will be offered a paid upgrade to another product. Devices that end up getting fixed within the 3-month window will have their warranty extended based on the duration of the repair.

Ayaneo has also revealed that it will create a ticketing system after the Chinese New Year holidays that will allow real-time tracking of after-sales and logistics progress. In addition, Ayaneo says it will launch an overseas warehouse between March and April 2026 that will stock its popular models and help with local after-sales support.

Changes are also coming to its crowdfunding system, which has received a lot of flak. To mitigate this problem, Ayaneo says it will increase its ready stock, thus reducing its reliance on crowdfunding. It also plans to move some of its pre-sales of products to its website. In cases where products will be launched on crowdfunding platforms, it says it will provide more frequent updates and manage product delivery timelines to reduce delays.

Another key piece of information mentioned in the service improvement plan is the possibility of a synchronized global release of its products. Ayaneo is also promising to enhance its quality control system by adding inspection points and being stricter with the quality of components.

Finally, Ayaneo says it will pause the crowdfunding of its latest product, the Pocket Play gaming smartphone, until the new service processes are confirmed to be effective. It has also revealed that its CEO, Arthur Zhang, will increase his participation across its international communities and also create regular interactive sessions.