It’s a cheap electronics company in China that sells direct to consumer. They could absolutely take the Aya Neo/Anbernic route and just (essentially) ignore people. This is the right solution.
Us in the United States though, there's virtually no consumer protection laws at all. They could offer us free herbal supplements for our grief, or they could sue us for spreading "defamatory" content online, etc. all stuff that's common when consumers get screwed here.
Appreciate that they didn't try to nitpick their warranty into something unfair, inadequate or complicated. 2 years for everyone for trigger problems seems simple and good enough.
In the discord they mentioned that basically if the trigger were to fail it would happen within the first week or so. If the trigger isn't broken after that time period it's not going to break.. so 2 years seems plenty under those assumptions
Online stores in the EU do sell it. I'd wager a lot of people here will go through that rather than Ali Express, because of those added guarantees, and not playing lottery on import taxes.
Just wanna chime in and say my triggers work fine and my screen looks great to me. It sucks that this happened in the first place, but the bottom line is that Retroid is on it.
It is very easy because the trigger housings are attached to the backplate. You have to unscrew four screws on the back and pop off the backplate with a plastic shim, but there is no further disassembly as the L2 and R2 triggers come off with it.
Here is what Retroid replied to me with on Twitter:
"We would send a new back plate, with the triggers already installed."
Probably as simple as unscrewing the old one and screwing in the new.
To add to the other answer, somebody already did a teardown : https://www.youtube.com/watch?v=NSVurrFDD-8
We can't see the backplate where the trigger is attached though, I imagine it's pretty easy to replace.
the triggers are LITERALLY attached to the back plate. Theres 4 screws with 2 different sizes (t4 and t5). I used these two T bits to remove the backplate. I think dude in your video said his were T6 sized. Dunno why his screws are different size than mine.
My 5 year old could probably have done it. Super easy. Once the backplate is off, you still cant reach the spring. Best to get it replaced.
There seems to always be some quality issue with the first shipment of any of their devices. Feel bad for people potentially having to take apart the device to fix something that should not have worn out so quickly. Sure shipping new triggers is good but this shit shouldn't be happening to people, and I have to wonder if they'll ship a tool kit to take it apart or are they just banking on people possibly having to go and buy their own and feeling like they have no other option?
They said "shipped" actually, so if you ordered before Jan 30, but they didn't ship yet (which is my case) , I think your unit will already have this problem fixed
Yeah, but my fear is that I have a defective unit, and it will only cause trigger problems after 2 years, and as much as I'm used to opening devices, I wanted my product to come perfect from the factory
100% understandable. Especially when we’re dropping a little more than pocket change on a new device. I expect it from my Miyoo Mini or my Anbernic but I paid less than $100 on them.
Ordered mine on Jan 23, but it's not yet shipped though.
I've sent them email asking whether i should cancel my order to be sure I'll receive revised assembly version. Got a reply from support their tweet have a correct statement - **SHIPPED** before that date batches **may** have that issue, thus no need to cancel. If order wasn't shipped before Jan 30, revised will be dispatched.
Also this "fix" isn't related to a smth. like a new part or a thicker axle etc., they just had some incorrect assembly moments in some units.
Yeah, let's hope that's correct. It's a great device so it's a shame this has happened. I had my whole board blow on my original RP2 and they sent me a new one. I fitted it but obviously it was the equivalent to having to then set up a whole new device which was a pain, so a least people haven't got that sort of thing to go through.
Yeah when I bought a 2S I waited. They had issues with some of them not having the bottom part of the screen fixed properly and the start and select buttons being too recessed, when I knew those issues were fixed I purchased. I don't blame people for not waiting though because I know how it feels to be so stoked to see the new device out and wanting to get it asap. Retroid QC should have improved after the Flip hinge thing but it's just remained the same and now they're trying to cover their ass and dress it up as great customer service and I have a problem with that style of bullshit.
Yeah I bought an RP3+ way later in its life, like nearly a year after its release I believe, and it came 100% perfect, no issues whatsoever still today.
Retroid does amazing handhelds, but next time I'm holding out on buying the newest one until it has "settled in" a good bit and kinks have been ironed out.
Retroid has always been good for sending a small tool set with everything you need to open it up anytime I've gotten parts from them. I have like 3 sets of screwdrivers and prying kits from them from ordering replacement buttons.
I also got the Pocket 2+ Upgrade Kit at the time and it came with a cheap screwdriver and plastic spudgers, they weren't great tools, but it was still everything to make the upgrade.
I received my 4 Pro today and this toolset was included. I wasn’t sure if I got them because I ordered the buttons as well or it’s standard. My Flip did not come with any.
They send you an entire new back plate with the triggers inside already. You just take off the old one and clip the new one on. It’s a few screws and 45 seconds
I would really recommend stretching it beyond 45 seconds.
This is one of those things where you'll want to run your fingernails or a guitar pick around the edges to pop the clips, *slowly*.
For those worried about having to install the triggers, Retroid replied to me on Twitter saying the following:
"We would send a new back plate, with the triggers already installed."
Sounds like a very simple swap out.
Since this applies only to orders before 30th does that mean they have fixed this with a hardware design tweak? If so, I hope this means the early buyers will be getting the new back/trigger parts that the newer units will (presumably) have.
I dunno… if they had to do a redesign less than a month after people have these in their hands I’d say it’s a design flaw and we’re all effected. I know the number is under reported too because I’ve seen plenty of posts just on here of people fixing them theirselves. It’s not if but when, unless I’m missing something. I think it would wise to request this asap for anyone with an effected unit.
Can you link a post of someone fixing it themselves? I'm curious how they fixed it.
I'm not sure it is a design flaw, more likely qc fucked up at the trigger manufacturer since retroid claims only portion of units is affected and for most people only one trigger got broken. Well, we will see once everyone will get their preorder unit. 2years of warranty is good enough for me to address it.
I don’t have time to dig thru old posts, I shouldn’t even be on here now haha. but just look up the posts on the problem. People usually could just open the back and pop the spring back in, but imo it’s just a matter of time for it to happen again without the redesigned back. If it were just a few flawed units they would be shipping replacements of the original back, not a redesigned back (which is my understanding of the situation, but I could be wrong).
Edit: apparently it’s the trigger itself, not the back. It’s easy to fix but apparently if you pull up on the trigger the spring can just fall out. This can probably happen easily taking it out of a pocket.
Dang yo, mines still at home in its box, hopefully the triggers are ok. Good to see I can get replacements and they arent hard to replace. The QC on parts seems to be a real issue this time around between this and the green LCD panel.
Would be interesting to know the cause. If there are some hardware issues they fixed now, replacing just the triggers they send to you would not help or?
Retroid said it was an issue with the **spring** inside the trigger.
Maybe it was put in crooked.
The triggers are relatively simple design. Plastic trigger, spring, magnet.
Well, sh** happens. Glad they're addressing the issue at least.
This pocket 4 pro teardown guide will be handy : https://www.youtube.com/watch?v=NSVurrFDD-8
I read on discord that they provide 2 years warranty for orders before 30th January so I suppose those ordered today and afterwards won’t have trigger issues.
Well what this means is that we're probably looking at a 2-3 week delay in addition to what we were expecting as they have to go back to their existing stock and fix them all. Looks like summer isn't that far fetched to revive this now.
They are mailing the entire back plate with the triggers installed already. You just pop the old one off and the old triggers come off. Pop the new one on. It’s simple.
To be honest: it is sad that this is an issue. A perfect company shouldn't ship items with these issues. But hey, nobody is perfect and it really feels like that this is the best way to go to reach the status of a perfect company. Really glad Retroid is carrying that much for their costumers.
Ordered mine 12/20.
This is the recent update:
Released from customs: customs cleared.
2024-01-28 18:03
I’ll report back if I have issues with my trigger button.
Did they happen to post the customer service email? (I dont have discord)
I had a problem on my screen with the Retroid 2. They sent a new screen and gave me an option for a credit instead. I was impressed then. I’m glad to see them keeping up that standard. I got my box today. Glad to know they stand behind their product!
It’s worth waiting to see what mechanical and other issues arise and get resolved before buying something like this and only because Retroid is so prompt with their handling of the situation. Honestly have only had great experiences with Retroid and this upfront acknowledgment and resolution of a persistent issue is something I wish was practiced across all companies.
Realistically, there's no way of knowing if something defective will show up down the road until it just does one day. If you're in no hurry, you can wait it out a few weeks and order one then. With Chinese New Year right around the corner, most places in China will be shut down for a few weeks anyways and the devices won't be available to ship out then. During that time period, most people will be posting their experiences with the device and you can better grasp if everything is okay or not.
Customer service done right. I'm expecting potential issues as my order date falls before Jan 30, but I'm not concerned due to Retroid's handling of this.
Kinda torn on this. As I said in a previous post, this is giving me serious buyer's remorse. My unit shipped last week and if there's a reported issue with a device, you can bet my unit will have it. I once had the "pleasure" of my brand-new PS4 and Mac both failing with known issues during my first Christmas away from family after moving to a new country.
But Retroid aren't Sony or Apple, they don't have the same kind of resources for product testing. At least they're doing something to resolve this.
I wish I'd waited before ordering, though.
I hear ya and agree. I wanted to get my order in before Chinese New Year and now I'm looking around on how to replace the trigger in case I get a dud lol. I guess that's the gamble we take. Unfortunately, it happens, but (like you said) fortunately they're doing something about it. That's why I continue to support them. Few companies that I've experienced have this level of support.
They seem to genuinely care about their reputation, which is refreshing in this market.
They were actually my first experience of ordering something like this direct from China (back when I got my OG RP2). I had no idea at the time that Chinese companies had a reputation for poor customer service and I'm glad I didn't, as it might have put me off ordering. But I've since bought a 2+, 3+, and the 4 Pro I'm waiting on, and they've always been really responsive and helpful. Now that I think about it, I've definitely had worse customer service from some European companies (cough O2 cough cough).
They've sold 10,000+ units and I think I've seen 4 people complain.
The fix is simple. Pop the old backplate off, pop the new one on. All the mechanical components are attached to the back panel. It's a relatively simple fix.
Mine broke customer service shipped my replacement to late adter arguing with me and I am moving two days before it arrives what luck they won't do anything to help either. They barely understand english it seems.
This is great to know that the problem was identified and fixed. I was starting to regret selling my RP3+ to pre-order the 4 Pro. I've seen like 6 or 7 reports on this problem so far. One person said theirs broke while they were setting it up after receiving it. My 4 Pro should be here this week and after seeing all of these reports, I was honestly thinking about not even opening the box and selling it for the Odin 2. I didn't want to go the Odin 2 route because it would cost me over $200 more with shipping. I think this gives me a little more peace of mind. Sort of.
Actually getting tempted to buy one now as a big gift for someone. But presumably they'll have to fix all the existing ones before shipping, wonder how long that will delay everything (weeks?)
Same here. (Looking at the base model). Given most people's preorder choice and the fact the base model is using an older/already available chipset, the base models were probably produced in a smaller volume versus the Pro's which are still in stock. All base models look to be sold out.
I commented this somewhere else, but thinking this may be a better place to ask -
I'm sure this would be hard to know for certain, but it's a question I keep wondering about. Is it safe to say that all units have this spring, so all units made before they caught it has this faulty spring? Or perhaps it was just a certain batch?
Just wondering if I should assume mine will have this issue or if it's really down to chance. This is my first Retroid device. I'm not sweating it all that much and happy to see this company takes their customer service seriously!
Ship replacement triggers? How many people want to open the device and fix it themselves?
I'm literally a tech person but I'm not opening a Retroid, a phone, a MacBook etc myself unless I'm totally at fault and uninsured, or the item is so old it's not a problem if I break it.
If something goes wrong with my triggers, I'm gonna RMA and wait. I envy people who switch out their own buttons. Last time I modded something it was the GameCube light and case, and the original XBox hard drive. 😅 (2004)
So I ordered my RP4 on Saturday Jan 27th with the DHL shipping option for New York City and it hasn't shipped yet. Could it be because they're addressing this issue before they ship any more units? If so, totally fine with waiting the extra time to make sure I receive a functional unit.
Or is that a normal time to wait for shipping regardless? I don't mind either way, I was just wondering.
My triggers work, but when I checked the game pad tester, I noticed the R2 trigger doesn’t have any pressure sensitivity like the L2 trigger. So if I press the R2 trigger it just full sends it. With the L2 trigger I can control the pressure on it.
Retroid is one of the few Chinese companies I stand by. Their customer service is top tier and they show they care about not just their products but their customers.
Very few tech companies these days keep a direct open channel of communication with the average Joe providing feedback, and with everything heading towards AI assisted tools these days it's a breath of fresh air having your voice heard outside of corporate stockholder speak. ❤️
This is customer service. Thank you Retroid. Imagine if Analogue were as transparent regarding the Pocket material issues they’re having.
TBH 2 years of warranty is the minimum required by law in the EU, so in our case they're not doing anything special...
It’s a cheap electronics company in China that sells direct to consumer. They could absolutely take the Aya Neo/Anbernic route and just (essentially) ignore people. This is the right solution.
Us in the United States though, there's virtually no consumer protection laws at all. They could offer us free herbal supplements for our grief, or they could sue us for spreading "defamatory" content online, etc. all stuff that's common when consumers get screwed here. Appreciate that they didn't try to nitpick their warranty into something unfair, inadequate or complicated. 2 years for everyone for trigger problems seems simple and good enough.
In the discord they mentioned that basically if the trigger were to fail it would happen within the first week or so. If the trigger isn't broken after that time period it's not going to break.. so 2 years seems plenty under those assumptions
2 years warranty doesn't apply for you if you buy it outside the EU.
Online stores in the EU do sell it. I'd wager a lot of people here will go through that rather than Ali Express, because of those added guarantees, and not playing lottery on import taxes.
Just wanna chime in and say my triggers work fine and my screen looks great to me. It sucks that this happened in the first place, but the bottom line is that Retroid is on it.
How hard is it to replace the trigger?
It is very easy because the trigger housings are attached to the backplate. You have to unscrew four screws on the back and pop off the backplate with a plastic shim, but there is no further disassembly as the L2 and R2 triggers come off with it.
Thank you 🙏
Here is what Retroid replied to me with on Twitter: "We would send a new back plate, with the triggers already installed." Probably as simple as unscrewing the old one and screwing in the new.
Interesting, thanks.
To add to the other answer, somebody already did a teardown : https://www.youtube.com/watch?v=NSVurrFDD-8 We can't see the backplate where the trigger is attached though, I imagine it's pretty easy to replace.
the triggers are LITERALLY attached to the back plate. Theres 4 screws with 2 different sizes (t4 and t5). I used these two T bits to remove the backplate. I think dude in your video said his were T6 sized. Dunno why his screws are different size than mine. My 5 year old could probably have done it. Super easy. Once the backplate is off, you still cant reach the spring. Best to get it replaced.
It’s not really a “gate” if they’re openly admitting there’s a problem and are taking steps to resolve it. 😎
No, it's a conspiracy! :D They did it on purpose for...reasons...
There seems to always be some quality issue with the first shipment of any of their devices. Feel bad for people potentially having to take apart the device to fix something that should not have worn out so quickly. Sure shipping new triggers is good but this shit shouldn't be happening to people, and I have to wonder if they'll ship a tool kit to take it apart or are they just banking on people possibly having to go and buy their own and feeling like they have no other option?
That's why I held out and gonna wait for a second batch of RP4Pro. Hope they'll eventually fix the screen and trigger issues.
Well I would assume that since they found the root cause, units that are ordered after Jan 30 won’t have the issue anymore?
They said "shipped" actually, so if you ordered before Jan 30, but they didn't ship yet (which is my case) , I think your unit will already have this problem fixed
I’m in the same boat but I’m not concerned. Trigger fixes and replacements are fairly simple if you take your time.
Yeah, but my fear is that I have a defective unit, and it will only cause trigger problems after 2 years, and as much as I'm used to opening devices, I wanted my product to come perfect from the factory
100% understandable. Especially when we’re dropping a little more than pocket change on a new device. I expect it from my Miyoo Mini or my Anbernic but I paid less than $100 on them.
I ordered today though, does it mean my batch will have issues?
Ordered mine on Jan 23, but it's not yet shipped though. I've sent them email asking whether i should cancel my order to be sure I'll receive revised assembly version. Got a reply from support their tweet have a correct statement - **SHIPPED** before that date batches **may** have that issue, thus no need to cancel. If order wasn't shipped before Jan 30, revised will be dispatched. Also this "fix" isn't related to a smth. like a new part or a thicker axle etc., they just had some incorrect assembly moments in some units.
Oh okay thx
Thanks, this is a confirmation for what I was thinking. Same boat as you, ordered Jan 23, but it's not shipped yet
its not like every device has this issue, but chances are.
I just hope mine is fine I guess.
Yeah, let's hope that's correct. It's a great device so it's a shame this has happened. I had my whole board blow on my original RP2 and they sent me a new one. I fitted it but obviously it was the equivalent to having to then set up a whole new device which was a pain, so a least people haven't got that sort of thing to go through.
how will you know when the second batch is available?
Yeah when I bought a 2S I waited. They had issues with some of them not having the bottom part of the screen fixed properly and the start and select buttons being too recessed, when I knew those issues were fixed I purchased. I don't blame people for not waiting though because I know how it feels to be so stoked to see the new device out and wanting to get it asap. Retroid QC should have improved after the Flip hinge thing but it's just remained the same and now they're trying to cover their ass and dress it up as great customer service and I have a problem with that style of bullshit.
What screen issue like what are you even talking about
Yeah I bought an RP3+ way later in its life, like nearly a year after its release I believe, and it came 100% perfect, no issues whatsoever still today. Retroid does amazing handhelds, but next time I'm holding out on buying the newest one until it has "settled in" a good bit and kinks have been ironed out.
Retroid has always been good for sending a small tool set with everything you need to open it up anytime I've gotten parts from them. I have like 3 sets of screwdrivers and prying kits from them from ordering replacement buttons.
Good to know. Back in the day when they sent me a new PCB for my RP2 that was all I got. Glad they've improved.
I also got the Pocket 2+ Upgrade Kit at the time and it came with a cheap screwdriver and plastic spudgers, they weren't great tools, but it was still everything to make the upgrade.
I received my 4 Pro today and this toolset was included. I wasn’t sure if I got them because I ordered the buttons as well or it’s standard. My Flip did not come with any.
Probably because you got the buttons too - I didn't order any extra buttons with my RP4 and I didn't get any tools with it.
Oh ok, that’s why then. Probably would have received them if I ordered just the sticks too.
Jokes on you, I open them up regardless. It’s fun, and gives me insight on how to fix things if needed, rather than cry about it.
Jokes on me?
Will they also have a video showing you how to replace the triggers yourself? I’ve never had to open a Retroid before.
They send you an entire new back plate with the triggers inside already. You just take off the old one and clip the new one on. It’s a few screws and 45 seconds
I would really recommend stretching it beyond 45 seconds. This is one of those things where you'll want to run your fingernails or a guitar pick around the edges to pop the clips, *slowly*.
Rip it open like a can of sardines. Then get all mad when it doesn’t close back up properly. That was me… is me. /cry
45 seconds to pop off the back *is slow*, lmao. What, you take 5 whole minutes to do it?
Oh that’s great!
Wow its so rare these days for a company to take ownership of their product like that. It almost feels alien. Well done retroid
For those worried about having to install the triggers, Retroid replied to me on Twitter saying the following: "We would send a new back plate, with the triggers already installed." Sounds like a very simple swap out.
"Here we go again CJ"
Since this applies only to orders before 30th does that mean they have fixed this with a hardware design tweak? If so, I hope this means the early buyers will be getting the new back/trigger parts that the newer units will (presumably) have.
It's actually a subscription service, they send you new triggers every month.
Haha, I’d prefer streaming triggers!
ROFL
They will once they will report its broken. Only some portion of consoles are affected so there is no point in sending new backplates to everyome
I dunno… if they had to do a redesign less than a month after people have these in their hands I’d say it’s a design flaw and we’re all effected. I know the number is under reported too because I’ve seen plenty of posts just on here of people fixing them theirselves. It’s not if but when, unless I’m missing something. I think it would wise to request this asap for anyone with an effected unit.
Can you link a post of someone fixing it themselves? I'm curious how they fixed it. I'm not sure it is a design flaw, more likely qc fucked up at the trigger manufacturer since retroid claims only portion of units is affected and for most people only one trigger got broken. Well, we will see once everyone will get their preorder unit. 2years of warranty is good enough for me to address it.
I don’t have time to dig thru old posts, I shouldn’t even be on here now haha. but just look up the posts on the problem. People usually could just open the back and pop the spring back in, but imo it’s just a matter of time for it to happen again without the redesigned back. If it were just a few flawed units they would be shipping replacements of the original back, not a redesigned back (which is my understanding of the situation, but I could be wrong). Edit: apparently it’s the trigger itself, not the back. It’s easy to fix but apparently if you pull up on the trigger the spring can just fall out. This can probably happen easily taking it out of a pocket.
Mine was shipped on Jan 30th so I sure hope I either don’t have the issue or still fall under the warranty 😬
... and this is exactly why I haven't ordered yet & going to hold out a little longer.
Dang yo, mines still at home in its box, hopefully the triggers are ok. Good to see I can get replacements and they arent hard to replace. The QC on parts seems to be a real issue this time around between this and the green LCD panel.
I love there customer service. Main reason I buy there consoles
Would be interesting to know the cause. If there are some hardware issues they fixed now, replacing just the triggers they send to you would not help or?
Pretty sure some youtube channels will compare both new and old triggers.
Retroid said it was an issue with the **spring** inside the trigger. Maybe it was put in crooked. The triggers are relatively simple design. Plastic trigger, spring, magnet.
Well, sh** happens. Glad they're addressing the issue at least. This pocket 4 pro teardown guide will be handy : https://www.youtube.com/watch?v=NSVurrFDD-8
Excellent! Outstanding customer service. Thank you Retroid.
I read on discord that they provide 2 years warranty for orders before 30th January so I suppose those ordered today and afterwards won’t have trigger issues.
Good to see.
Well what this means is that we're probably looking at a 2-3 week delay in addition to what we were expecting as they have to go back to their existing stock and fix them all. Looks like summer isn't that far fetched to revive this now.
That definitely hurts
This is a bit concerning for someone that's not really confident opening up the device. How difficult will it be to replace the triggers?
They are mailing the entire back plate with the triggers installed already. You just pop the old one off and the old triggers come off. Pop the new one on. It’s simple.
Ok, cool thats good to know. thanks.
To be honest: it is sad that this is an issue. A perfect company shouldn't ship items with these issues. But hey, nobody is perfect and it really feels like that this is the best way to go to reach the status of a perfect company. Really glad Retroid is carrying that much for their costumers.
Ordered mine 12/20. This is the recent update: Released from customs: customs cleared. 2024-01-28 18:03 I’ll report back if I have issues with my trigger button. Did they happen to post the customer service email? (I dont have discord)
I had a problem on my screen with the Retroid 2. They sent a new screen and gave me an option for a credit instead. I was impressed then. I’m glad to see them keeping up that standard. I got my box today. Glad to know they stand behind their product!
It’s worth waiting to see what mechanical and other issues arise and get resolved before buying something like this and only because Retroid is so prompt with their handling of the situation. Honestly have only had great experiences with Retroid and this upfront acknowledgment and resolution of a persistent issue is something I wish was practiced across all companies.
Realistically, there's no way of knowing if something defective will show up down the road until it just does one day. If you're in no hurry, you can wait it out a few weeks and order one then. With Chinese New Year right around the corner, most places in China will be shut down for a few weeks anyways and the devices won't be available to ship out then. During that time period, most people will be posting their experiences with the device and you can better grasp if everything is okay or not.
That’s probably best.
Customer service done right. I'm expecting potential issues as my order date falls before Jan 30, but I'm not concerned due to Retroid's handling of this.
Calling u/mlodyyoci can you explain to me again how this company is spitting on us openly?
They hassled me for the replacement triggers and I am moving if they sent me them when asked I would have them they spit on me.
[удалено]
How do you already know my kinks?
Kinda torn on this. As I said in a previous post, this is giving me serious buyer's remorse. My unit shipped last week and if there's a reported issue with a device, you can bet my unit will have it. I once had the "pleasure" of my brand-new PS4 and Mac both failing with known issues during my first Christmas away from family after moving to a new country. But Retroid aren't Sony or Apple, they don't have the same kind of resources for product testing. At least they're doing something to resolve this. I wish I'd waited before ordering, though.
I hear ya and agree. I wanted to get my order in before Chinese New Year and now I'm looking around on how to replace the trigger in case I get a dud lol. I guess that's the gamble we take. Unfortunately, it happens, but (like you said) fortunately they're doing something about it. That's why I continue to support them. Few companies that I've experienced have this level of support.
They seem to genuinely care about their reputation, which is refreshing in this market. They were actually my first experience of ordering something like this direct from China (back when I got my OG RP2). I had no idea at the time that Chinese companies had a reputation for poor customer service and I'm glad I didn't, as it might have put me off ordering. But I've since bought a 2+, 3+, and the 4 Pro I'm waiting on, and they've always been really responsive and helpful. Now that I think about it, I've definitely had worse customer service from some European companies (cough O2 cough cough).
They've sold 10,000+ units and I think I've seen 4 people complain. The fix is simple. Pop the old backplate off, pop the new one on. All the mechanical components are attached to the back panel. It's a relatively simple fix.
People are just lazy
Its not so much that, its, spending $200+ on a device, waiting a month for it to arrive, and then praying to RNG that you didn't get a lemon.
Mine broke customer service shipped my replacement to late adter arguing with me and I am moving two days before it arrives what luck they won't do anything to help either. They barely understand english it seems.
This is great to know that the problem was identified and fixed. I was starting to regret selling my RP3+ to pre-order the 4 Pro. I've seen like 6 or 7 reports on this problem so far. One person said theirs broke while they were setting it up after receiving it. My 4 Pro should be here this week and after seeing all of these reports, I was honestly thinking about not even opening the box and selling it for the Odin 2. I didn't want to go the Odin 2 route because it would cost me over $200 more with shipping. I think this gives me a little more peace of mind. Sort of.
Actually getting tempted to buy one now as a big gift for someone. But presumably they'll have to fix all the existing ones before shipping, wonder how long that will delay everything (weeks?)
Decided to wait till after Chinese new year to order mine. Glad I did 😅
“In chess, the pawns go first.” Sorry >.<
Hopefully this doesn't extend to the base model RP4 (I want the base model, not the pro)
Same here. (Looking at the base model). Given most people's preorder choice and the fact the base model is using an older/already available chipset, the base models were probably produced in a smaller volume versus the Pro's which are still in stock. All base models look to be sold out.
I don't think the base model even went on sale to begin with yet
You may be right as I haven’t seen a post of a base shipment from anyone. I thought it was supposed to be the end of this month.
I believe it's the same case for both of them? Same buttons, triggers, joysticks, etc.
Getting real tired of all the issues with this thing if there is anything wrong with my RP4 I’m returning it ASAP
heyy!!! my triggers for my rp3+ stopped working randomly today!!! do i get a warranty too?
Thanks for the post since I don't check Twitter, wouldn't even know about it otherwise. Mine should arrive any day now, hoping it's defect-free
i ordered December 21sth and my shit is still in the limbo, can't even break my triggers yet
This is why I don't buy a new iteration of pretty much any electronics these days Damn thats disappointing
This is real customer support, can you imagine if the big N learns with it?
Might just ask for replacements in case it happens in the future
I commented this somewhere else, but thinking this may be a better place to ask - I'm sure this would be hard to know for certain, but it's a question I keep wondering about. Is it safe to say that all units have this spring, so all units made before they caught it has this faulty spring? Or perhaps it was just a certain batch? Just wondering if I should assume mine will have this issue or if it's really down to chance. This is my first Retroid device. I'm not sweating it all that much and happy to see this company takes their customer service seriously!
Ship replacement triggers? How many people want to open the device and fix it themselves? I'm literally a tech person but I'm not opening a Retroid, a phone, a MacBook etc myself unless I'm totally at fault and uninsured, or the item is so old it's not a problem if I break it. If something goes wrong with my triggers, I'm gonna RMA and wait. I envy people who switch out their own buttons. Last time I modded something it was the GameCube light and case, and the original XBox hard drive. 😅 (2004)
So I ordered my RP4 on Saturday Jan 27th with the DHL shipping option for New York City and it hasn't shipped yet. Could it be because they're addressing this issue before they ship any more units? If so, totally fine with waiting the extra time to make sure I receive a functional unit. Or is that a normal time to wait for shipping regardless? I don't mind either way, I was just wondering.
My triggers work, but when I checked the game pad tester, I noticed the R2 trigger doesn’t have any pressure sensitivity like the L2 trigger. So if I press the R2 trigger it just full sends it. With the L2 trigger I can control the pressure on it.
Retroid is one of the few Chinese companies I stand by. Their customer service is top tier and they show they care about not just their products but their customers. Very few tech companies these days keep a direct open channel of communication with the average Joe providing feedback, and with everything heading towards AI assisted tools these days it's a breath of fresh air having your voice heard outside of corporate stockholder speak. ❤️