This is an automated archive made by the Lemmit Bot.
The original was posted on /r/ayaneo by /u/sheer_serendipity on 2024-08-23 09:24:04+00:00.
TLDR: Expensive device with limited lifespan, lacklustre, unresponsive support appears to have some communication skill issues.
Not ever spending another dime on another Ayaneo device again.
*START OF LONG WALL OF TEXT:*
I took the plunge when Ayaneo announced the campaign for their Ayaneo Next on IGG back in 2022.
All in it set me back over USD1600 including import taxes. On hindsight, it was an impulse buy, but I told myself the quality was worth it and I would get years of enjoyment out of it
The rubber on the rocker caps was not very durable. It eventually cracked / tore within the first week due to the weight of the charger pressing down on it inside the storage case (FYI I got the Large Titan Storage case which should have been big enough for both). I actually feedback this to them, and they apologized and ended up sending me replacement parts for the left and right shoulder trigger buttons due to a known issue at the time… OK, I’m not going to turn down free replacement parts (it’s still under warranty so technically an entitlement), but this seems to me like they didn’t really understand my feedback - lost in translation?
Over the next several months to the following year, I played it on occasion but not as much as I thought I would.
One day, I decided to set up my Ayaneo device and use it like a workstation machine. Connected my bluetooth keyboard, mouse, plugged the device into main power source, plugged in a USB C portable monitor into the Ayaneo via DP Alt Mode, and then launched a game on steam.
All seemed well as I was managing several hours of play in when the Ayaneo suddenly turned off and smoke came out from the vent at the top. There was also a very strong burning smell.
At that point, my heart sank because it seems like the motherboard had burnt up. Overheating? too much power?
No idea. All this while I was thinking to myself how could such a premium device not have safety shutdown thermal features of some sort in place to turn off the device if it overheats.
I managed to turn it on a few more times but I could tell something was very wrong with the device as I started experiencing graphical glitches and the device was chugging along very slowly. But this was it - the machine subsequently would not turn on anymore and had well and truly bit the dust.
At this point I had owned the device for 2 years. The warranty was over. I couldn’t help but feel very hard done in that a USD1600 premium device that was used infrequently would just bite the dust after just a couple of years.
My support experience wasn’t great either. I now find it extremely grating on my nerves as I think back on the experience.
I was quoted USD100 to send the device to them, as it was out of warranty. USD 200 in total so they could also ship back to me. Crazy expensive.
I had asked them if these were the only costs and tried to clarify how much replacement of the motherboard would cost if that was determined to be the issue. If it was too expensive, there was no point spending the money to repair it.
Not sure if they were deliberately being evasive, but I didn’t get an answer about the replacement parts, only the confirmation on the USD200 I need to pay them to ship it there and back. Naive side of me thought perhaps USD 200 was the extent I would be required to pay and didn’t pursue the lack of a clear answer on the cost of replacement parts.
Small point to note: I actually had to spend about another USD 20 or so on packaging of my own.
The device reached them in the early part of May. However there was no acknowledgement from them. After close to 2 months of not receiving an update, I sent them a chaser.
This ended up initiating somewhat of a mad scramble on their part to find out where the hell my device was. Not a good look for them really. Eventually they found it.
Waited about 2 more weeks, only to be told the motherboard might have to be replaced for USD500. Up to that point I had been very patient and polite in my response. But I was gradually losing it. Seriously, who in their right mind would pay USD700 all in to repair a 2 year old device when they could get a second hand one at a fraction of that price (I actually checked)? Maybe if they were rich, a rabid fan, or money actually grew on trees?
They said they would try to repair it first, and when I pushed them for a date they said they will “need some time”.
Another month passed and I commented on the discord channel on how I had been waiting since May 2024 and hadn’t gotten a resolution.
*Coincidentally* the next day, I got an email from their support team. They confirmed that the motherboard could not be repaired. They said they would give me a 20% discount so I would “only” pay USD 400 if decide to proceed.
At that moment I had already seriously regretted ever having spent all of that USD1600 + USD200 to support the device. So I told them no, I’m dead ass broke and don’t have so much money that I can just throw at them for repairs, so just send the bloody thing back. I will treat this as a waste of USD200.
They apologized and offered USD200 discount on my next device. Seriously? after all that I was put through you think I’d support a company that makes a device that just goes up in smoke in just under 2 years and the quality of support I received?
Conclusion:
Seriously, most expensive device for such short lived joy, and one of the most lacklustre support experiences ever.
This will be the last time I pay them a single dime.
*END OF LONG WALL OF TEXT*
Thanks for reading, it has been a very cathartic rant.