Finally got my pocket back from Analogue repair. It took seven weeks from the first email.
Posted Feb 15, 2022, 8:47 PM UTC
9835
Really appreciate you laying it out for us. I have some concerns about my unit but I'm free to send it back because I have, until now, not known what the process would be like. Any way of telling whether or not they fixed your unit or just sent a fresh one?
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It seems to be my unit fixed. It definitely isn’t a brand new one.
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Did they actually repair it? Or did they sent out a replacement?
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It looks like they did indeed repair mine.
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Oh nice, good to know they just don't replace. Maybe that will change once parts are more readily available.
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Mine was DOA, emailed Dec 17, heard back exactly a month later with a shipping label, sent it Jan 24, getting it tomorrow. So two months.
I just want my pocket 😁
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Congrats on finally getting it back!
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It's amazing. I booted up Pokemon Blue and Silver and was in shock at how good it looked.
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Welcome back 👍
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Welcome back!
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Cool picture
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Emailed about a screen issue on 1/14, RMA’d on 1/15, got it back 1/28. Dunno if I’m the outlier, or if people that have issues are just louder.
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I think it just depends, one of our mod staff here had a similar experience to yours. Not special treatment, they don't know who we are at all lol.
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Honestly I would have put my money on it taking over 2 months. Glad you have your console back.
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I was joking when I didn’t hear back from them again that I’d get mine back when the Q4 preorders started arriving.
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Great photo!
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I thought people might want to know what the timeline was like right now for repairs. I contacted Analogue support on December 27th. They didn't answer me for weeks, and I followed up several times before they finally asked for a video of the problem. Then no more answer for another ten days or so, and then they finally sent me an RMA label. I had to email them two or three more times to get them to confirm they actually had my Pocket in hand, and then a few more times before they finally let me know they were still "working on it" but had no specific window for it to be finished.
Today I found it on my doorstep. No communication that it had been shipped back or anything with a tracking number. It does seem to be working perfectly though. Hopefully this helps someone to read.
Similar story, but I got the option of them sending me a new one with a label to send mine back to them (which I did but not before I had the new one literally in hand lol). I gotta say my level of frustration was about as high as can be with the whole process and the communication was not great at all. I even resorted to posting their Twitter page and posted pics of my pocket screen lol…I was never malicious and just basically was like “hey it’s been 3 weeks since I sent you pics of my damaged on delivery screen can you please answer, how can I get this fixed?”
When I finally got an answer they said to send old one and they’d ship new one out. I said ok and They responded back quickly that they would send another one (and included shipping label in the email, but It took idk another 3+ weeks to get the new one). I had also reached out a couple times in that 3 weeks, and maybe heard back once like “hey yeah we are still gonna send one”. So in total close to 6-7 weeks to actually play on a functioning pocket from initially receiving.
Your experience is crazy though, I still got a shipping confirmation, and I sent them pics of my pocket with screen problem (they never requested video). I love analogue, but I think this shows just how overwhelmed they were with this rollout and they definitely dropped the ball big time because the level of service we received should have not been that glaringly different. Hopefully massive lesson learned for them, and sry you had to go through all that (especially after you waited what over a year to get it…)
They sent you a brand new one AND before they made you ship back the defective unit? I'm gonna need some details on this sir, how did that whole conversation go down?
I should still have my post in my history if you want to take a look (I think I took a screenshot of the response). Maybe they looked up my order history and saw I have bought basically everything they’ve ever made or I just got lucky with the right customer rep. There was no way I was sending that in though without getting one functioning first bc with how poorly they handled rollout I was convinced I’d never see one again period lol. Technically if I would’ve been cute and tried to keep both they prob would’ve charged me anyways, but I’ll see if I can find the chain I had with them if I didn’t post it on here👍🏻
Edit: found it (below)
https://www.reddit.com/r/AnaloguePocket/comments/rsa7qq/analogues_response_to_my_pocket_screen_defect/?utm_source=share&utm_medium=ios_app&utm_name=iossmf
Thanks!
Forgot to ask; did they originally want you to send it in for repair?
Did you have to pay for shipping it back or forth?
Internationally they will reimburse your shipping cost. Within the US they will provide a shipping label.
Thank you. What was wrong with your Pocket? Glad to see it resolved.
Mine had a terrible glitch where large chunks across the entire screen would flash bright pink and distort with lines across the display whenever you pushed buttons or the dpad.
My issue was that one of the cartridge slot pins didn't sit right. Totally worked just fine but that kind of manufacturing defect didn't sit right with me. Hoping the slot is replaced with a fresh one.
My issue was they had weird lines going from the left side all the way down to the bottom it looked like cracks deep in the screen maybe a defective lcd but wasn't dropped or anything.
This fits my experience as well, they’ve had mine for almost three weeks now, last reply I got was that it was still being repaired. Hopefully mine arrives back home soon.
I'm in the same predicament right now. I sent mine in about 3 weeks ago nothing. They didn't even say they received it which is putting me on an anxiety attack my pocket is lost somewhere in the mail. This does reassure me they're just booked up. They should at least say they received it at the very least.
I posted yesterday that I’d shipped mine back, and having chased them last week I got a reply that the repair was still progressing. Just now got a UPS notification that there’s a package due tomorrow, which has come from the same RMA address I shipped my pocket to. Fingers crossed yours arrives with you soon!