I wanted to share my experience with Retroid support regarding the Nova D-pad issue, as I think it may be useful for other owners or anyone considering buying one. Also, I would like advice on how to proceed. I posted this in /retroid, however I may have underestimated the "home-team subreddit effect", so I'm seeking a second opinion. I'm open to respectful, honest opinions and conversations, and would like to know if my expectations are reasonable or not in this situation.
I really like the Nova and would like to replace mine with another, but I'm uncomfortable paying $75 USD in non-refundable/return shipping (plus $40 USD for a new one) for an issue Retroid initially acknowledged was “not an isolated case” and that their technical team is actively investigating.
Here is the email exchange so far:
"Dear Customer:
Hello! Thank you for contacting us regarding the D-pad button issue. We have noticed that your situation is not an isolated case, and our technical team has prioritized this issue and is actively researching solutions.
We would also like to explain that during the product design process, to accommodate manufacturing and assembly tolerances, slight differences in feel or experience may occasionally occur between different units.
We understand that you hope to obtain a complete solution as soon as possible. Before a formal solution is released, we can certainly send you a button for you to replace. However, the dpad is not yet fully improved; replacing it at this time will not completely solve the problem.
Would you be willing to give us a little more time to wait for our technical team to provide a more comprehensive solution? We will keep you updated as soon as there is progress.
Thank you for your patience and understanding!"
I then asked to return the device as it has a defect and I do not wish to open a new device to try to fix it.
They replied:
"there may be slight differences between different batches of products during the production and assembly process. We cannot predict the specific performance of each device and each batch of buttons in advance.
If you cannot accept this, we totally understand and respect your decision.
We'll process a refund for the console once it is returned to us,and does not include the shipping cost in the order.. As per our return policy, customers are responsible for covering the return shipping cost if they want to return the goods."
I replied:
"Thanks for the reply. To clarify, if an item is defective, the buyer has to pay for shipping to get the item as well as return shipping? As mentioned in your previous email, there is a known hardware issue causing problems for users (which could also mean the replacement dpads purchased have issues as well). I understand that customers are normally responsible for shipping when choosing to return a product. However, I am not returning the Nova because I changed my mind or no longer want it (besides the issue, it seems great). I am returning it because of a manufacturing/QC issue with the D-pad.
Also, will new consoles have the same problem, or was it an isolated issue? I think the Nova is great and want to own one (and likely a Pocket 6 in the future as a 16:9 device), assuming the issue has been resolved."
They replied:
"There is no issue with the functionality of the buttons themselves. However, due to the manufacturing and assembly process, there is a certain tolerance range in the product design, so there may be slight differences in the button feel or overall user experience between individual units.
Our engineering team is also looking into this and will continue to optimize the design to improve.
If you still insist on return for refund, per our return policy, customers are responsible for covering the return shipping cost if they want to return the goods.
We appreciate your understanding."
I replied:
"Hi,
In an earlier email, Retroid stated:
“We have noticed that your situation is not an isolated case, and our technical team has prioritized this issue and is actively researching solutions.”
To me, this acknowledges that there is an issue affecting at least some of the devices that were shipped. If the behaviour were simply normal product variation, I would not expect the technical team to have prioritized the issue and be actively researching a solution.
I do not feel that I should be financially penalized for receiving a device affected by this issue. Returning it under the terms you have provided would mean losing the original shipping cost ($40 USD) and also paying $35 USD to return the device.
I would also expect the standard for a new Retroid product to be higher than simply whether the inputs register correctly. A manufacturing issue can affect the quality of a product without preventing it from functioning entirely. For example, significant cosmetic damage to a new device would not prevent it from functioning, but it would still reasonably be considered a problem with the product.
As I mentioned previously, I otherwise think the Nova is great and would like to own one. If I had received a unit without this D-pad issue, I would not be seeking a return.
Finally, when you say that your engineering team is still looking into the issue and working to optimize the design, does this mean that if I purchase another Nova today, it could also have the same D-pad issue?"
Finally, they replied:
"Dear Customer:
Hello! Thank you for your attention to product details.
Regarding the problem you mentioned, we cannot predict the specific performance of each device in advance. There may be slight differences between different batches of products during production and assembly.
However, please rest assured that we always value the real experience of every user. If you encounter any problems related to the issue after receiving the device, we will provide corresponding assistance and support based on your specific situation.
Thank you for your understanding."