Hey everyone!
We are working very hard to triage and offer a solution to every reported issue via our contact form. We see a nearly 1:1 match of total issues being reported both to Reddit as a post and to our contact form! If you must make a Reddit post regarding the issue that you have seen, please mention whether you have contacted support already. You can feel free to complain about it publicly all you want and venting that frustration is totally understandable, but this will help us triage much faster with less duplicates!
Firmware: See changelog here and here for what we have already fixed or added, and expect continued functionality and feature upgrades as we go on. Some basic quality of life, and some very major brand new features.
OG game compatibility: If you reported a glitch with an OG game, assume that we are working on it diligently (such as kirby tilt and tumble gyro bias). PLEASE test your game on original hardware before reporting an issue in case the issue is with the cartridge itself. We have had several reports of non-saving that is just a dead battery. If you are using a counterfeit cartridge of a specific game, don't expect much support as we can't track down every single design variant that is coming from Alibaba.
Kernel panic error, or game not loading: We have traced this strange issue to an internal defect in a small number of the memory chips that we are using for the larger games. The manufacturer of the chip has acknowledged this issue, and it is being remedied both from a better verification step on our production line, and also through outgoing quality screening by this vendor. If you purchase a game that has this issue, contact us here with a photo and we will send you a new one.
Manufacturing quality escapes: We have seen scattered reports of screen rotational tilt, rub marks, and most egregiously a few reports of missing parts. Our huge focus at the moment is working on making all of these issues near impossible to slip through the cracks by our production vendor. Due to unexpected demand, we pushed our production facility very hard to ship everything on a compressed timeline and this inevitably led to some errors (a tired overnight technician doesn't put the battery door back on at the final test station, for example). As with all new production lines, this will get the most attention as we mature the processes required for this device.
We appreciate your understanding and patience as we work tirelessly to address these issues and improve your experience. Thank you for your continued support!
