February 2026 – As we celebrate the Chinese New Year and the arrival of the Year of the Horse, we at AYANEO extend our sincere New Year greetings to our global customers, partners, and the wider player community. We wish everyone great luck, swift success, vibrant energy, smooth sailing in all endeavors, and prosperous fortunes in the new year. At the same time, the company announces that we will be on holiday from February 15th to February 24th for the Spring Festival period. During this time, our ability to check emails and handle inquiries will be limited. If your message isn't addressed promptly, please rest assured that we will prioritize replies upon our return. Thank you for your understanding and support.

Looking Back at 2025: Achievements and Challenges Amidst Rapid Growth

2025 was an extraordinary year for AYANEO. Focusing on the ever-evolving demands of players for enhanced gaming experiences, the company continuously pushed forward with product innovation and technological iteration. The launched Pocket DS, Pocket FIT, and Pocket AIR Mini received widespread recognition and affection from users worldwide, becoming our most representative core products of the year.

However, rapid sales growth also brought new challenges. Increased delivery pressure and a surge in after-sales inquiries occurred simultaneously within a short period, leading to insufficient customer service capacity, decreased response efficiency, and impacting some user experiences. For this, we sincerely apologize to all users who were affected.

After carefully listening to user feedback, AYANEO officially announced a Customer Service Improvement Plan on January 12, 2026, and swiftly promoted the implementation of several improvement measures.

Review of Customer Service Improvement Plan Execution

Execution Status of the Customer Service Improvement Plan

To ensure the effectiveness of our improvements and subject them to public oversight, we have systematically reviewed our phased progress.

• Handling Historical Urgent Tickets: Since mid-January, AYANEO has been using a dedicated service email (help@ayaneo.com) to centrally address urgent issue tickets. We have completed follow-ups and resolutions for approximately 60 key cases.
• Customer Service Team Building: We have completed a new round of customer service recruitment and systematic training, and established a reply quality supervision mechanism. After nearly a month of operation, our overall service standards have reached a foundational level. We also welcome users to continue using the dedicated email to report unprofessional service or areas needing improvement, allowing for ongoing optimization.
• After-Sales Service System: Several key policies are now strictly enforced, including our 7-day exchange mechanism, replacement or compensation plans for repairs exceeding three months, and extended warranties post-repair.
• Building Overseas Repair Capabilities: We are actively advancing our overseas repair capabilities. We have initiated cooperation discussions with multiple third-party repair organizations and have sent test units for validation. Our overseas repair network is planned to launch starting from the US market. This is currently in a testing phase, and we will officially announce it to the public once validation is complete.
• After-Sales Email Response Efficiency: We have essentially controlled weekday response times to within 24 to 48 hours, significantly improving communication efficiency and problem-solving speed.

Continuous Optimization of Delivery Capabilities & Product Updates

We have clearly implemented the principle of prioritizing the fulfillment of orders for crowdfunding backers. No products are supplied to other distribution channels until all related Indiegogo orders have been shipped. This principle has been strictly applied in the actual shipping process for multiple products.

Regarding overall delivery performance, since the launch of the Customer Service Improvement Plan, the delivery of most company products has progressed according to our established commitments.

• Pocket FIT (G3 Version): Crowdfunding orders have been completed on schedule. Pre-orders from the official website are also substantially complete. Only the 8Elite version has faced delays due to supply chain reasons. The company has announced a compensation plan and promised to arrange shipment after the Spring Festival holiday. New Pocket FIT orders placed on the official website during the holiday will also begin delivery after the break.
• Pocket DS: All crowdfunding orders have been fulfilled as promised. Most pre-orders from the official website have been delivered. For the small number of orders originally planned for delivery before the Spring Festival but not yet completed, we will provide corresponding delay compensation.
• Pocket AIR Mini: Both crowdfunding and official website pre-orders have all been completed on schedule. There is currently ample stock, and orders can be placed anytime. New orders generated during the Spring Festival will be shipped immediately after the holiday.
• FLIP 1S: The vast majority of crowdfunding orders have also been delivered before the Spring Festival. The remaining few orders will be shipped after the holiday, and we will provide a delay compensation plan.

Evolving Sales Model: Towards a Diversified Channel Structure

We reiterate that we are gradually reducing our reliance on the single crowdfunding model. In the future, more products will be launched as in-stock items or via official website pre-orders.

For example:

• Pocket VERT: After ending its crowdfunding campaign early, it quickly transitioned to official website pre-orders and achieved delivery without delays.
• Pocket S Mini & KONKR FIT: These products did not use the crowdfunding model and were directly available for pre-order on our official website. Pocket S Mini shipments have been completed as promised, and we will do our utmost to ensure on-time delivery for KONKR FIT.
• NEXT 2: We chose to continue using crowdfunding for this product for two reasons: 1) This product had already completed its pre-launch phase on the crowdfunding platform earlier, requiring us to fulfill the established cooperation arrangement with Indiegogo. 2) We maintain a long-term strategic partnership with the Indiegogo platform.

In the future, the company will flexibly choose sales channels based on product characteristics, including the official website, Indiegogo, Kickstarter, and other diversified paths.

We emphasize: The sales channel itself is not the key; delivering as promised is the true measure. If delays occur, we will provide appropriate compensation. If we cannot guarantee a delivery timeline, the company would rather postpone sales. Consequently, some products have been proactively removed from the official website during periods of uncertain delivery times to ensure fulfillment reliability. For example, certain SKUs of Pocket DS and Pocket FIT have been temporarily taken offline.

Looking Ahead: Prioritizing Fulfillment and Transparent Communication

We believe that continuously disclosing our phased progress is not only a way to show users the positive changes happening within the company but also an important means of actively accepting community supervision. Moving forward, the company will continue to strengthen after-sales capabilities, stabilize delivery rhythm, and reduce misunderstandings while enhancing overall user experience through more transparent and smoother communication mechanisms.

Due to the impact of the global storage market situation, 2026 presents significant challenges for us. The pricing of some new products, like the NEXT 2, has been heavily affected by the use of high-capacity memory. Other new products may also be impacted, and some already-released products might require price adjustments or removal from sale due to these circumstances. We hope our friends understand that this is not AYANEO's original intention, but rather a consequence of supply chain influences. We will actively respond to these challenges to continue bringing you excellent products.

In the new year, AYANEO looks forward to continuing our journey hand-in-hand with players worldwide, jointly pushing the handheld gaming experience to new heights.

Once again, we wish all users a Happy New Year and good luck in the Year of the Horse.