Fri Aug 18 '17 Announcement
over 7 years ago
– Fri, Aug 18, 2017 at 09:14:30 AM
Dear Backers,
Thank you again for your support. By now many of you will have received their units and with the end of today, all campaign units, including the first wave of units ordered via Indiegogo’s InDemand, will have shipped - all in all about 7000 RetroEngines. We hope you will enjoy the systems as much as we did producing them!
For help with setting up your RetroEngine, please visit our support site at retroengine.doyodo.com, where you will find a “Getting Started” guide and other tutorials - the most essential piece of advice is that the system will only start with the enclosed SD card inserted into the unit. You will also find a new SD card image that fixes a bug contained in the release software, which prevented the system setup to connect to Wifi networks that have a name containing a “space” - more info is available on the site.
In case of any problems you can’t solve with the info provided at retroengine.doyodo.com, including hardware defects or missing items, please send a request to “[email protected]” via mail, we apologize in advance for potentially long answering times - we are adding capacity to the support team but currently are still dealing with the launch related backlog, amounting to a few hundred tickets. We will get back to and help all of you as quickly as possible. Our Zendesk setup allows us to deal with requests made via Facebook and Indiegogo messages as well, the integration of Indiegogo comments does not work, therefore please contact us using one of the other channels if you have a support issue. The most efficient way is a direct email to “[email protected]”
We set out to make setting up a retro-gaming system simpler, and we apologize if we failed those of you who so far had trouble setting up the system successfully. We will continue to streamline and update the software and our support team will do it’s best to resolve any issues you may encounter.
Best,
Doyodo Team
Thu Aug 3 '17 Announcement
over 7 years ago
– Thu, Aug 03, 2017 at 04:20:40 PM
Hello Backers and RetroEngine owners!
By now most of you have received their tracking info and a few people have already received their system(s). For those of you that did not receive "shipping" messages yet, this does not mean that your units are not on the way! The "Shipping" notification is sent automatically when we upload the tracking data to backerkit, not when we ship. For backers that haven't received notifications yet (mostly non-US backers) we were unable to consolidate the tracking information and make it work with our backend. In any event, you will all get your units shortly. Please don't be upset if the system arrives before the tracking info.
For those of you that did not receive the quick start info with their package (and for those who did but are looking for more information), please refer to the "retroengine.doyodo.com" site, which contains setup and additional basic info, such as uploading etc. We will quickly add additional information over the next few days.
Best,
Doyodo Team
Sun Jul 16 '17 Announcement
over 7 years ago
– Sun, Jul 16, 2017 at 02:56:29 AM
Dear Backers,
As some of you may have guessed following the sneek peak on Facebook earlier this week, we have forwaded all campaign units to our logistics partner. They will separate the units by destination and marry them with per country additions such as power converters and then forward to various carriers for delivery to you - this will happen next week.
Larger countries (US, Germany, UK and some others) will be served by airfreight and forwarded to local carriers.
Tracking information is supposed to show up on Backerkit towards the end of next week. Due to the different carriers used in the various destination countries, we are going to provide you with an aggregated tracking URL.
This is a fraction of the labels for US deliveries.
On a technical note: We are currently unable to answer your direct messages, apologies for that. No messages will be lost. Mails received after the 12th of July will be answered from 20th of July onward. It is difficult to do this reliably from here due to various VPN requirements and we will switch customer support responsobilties after our return from China.
People that requested address changes on or after 11th of Juy are out of luck, the units will be shipped to the original address on file. You may be able to work with your local carrier to reroute to your new location, or the units may be returned to us.
Some additional images:
The retail design units (right side) are now also in production.
Finished units before boxing
Assembly line
QA desk, testing overall function of random units.
RetroEngine Settings
There is also some bad news: The 4K videplayer module was not ready for release. In order to not delay the shipments further, we wil have to deliver it via online update at a later time. We will try to get it delivered as quickly as possible, but there is no ETA yet.
Lastly: All “Early Bird” backers and everyone who had an estimated April delivery will receive a bonus of an additional upper shell of the color they originally did not order. Meaning the silver units will get a blue top as an alternative and the blue orders will get an extra silver top. Use it if you decide you do like the other color better, or as a replacement if your original device gets scratched.
Next week we will start updating you with usage info and videos.
Best wishes until then,
Tue Jun 20 '17 Announcement
over 7 years ago
– Tue, Jun 20, 2017 at 02:29:56 PM
Dear Backers,
Production is now proceeding smoothly. The color problems on the blue shells are solved and production is underway - which will take only a few days to complete. We have received samples and, in our opinion, the result looks amazing.
The retail shells are also in production and while we have none of the wooden inlays yet, the shells seem to be turning out very nice as well.
The same is true for the analog controllers which have been made by a new supplier based on a different chipset and most importantly are now functioning well.
Just for fun, here an image of the retro controller with RetroEngine silkscreen:
Consequently, it looks like we will start shipping around the turn of the month as assumed in the last update. As it was mentioned in the comments: If the status in your backerkit summary shows “Ready for Shipment”, it just means that the fulfillment data and all hardware parts for your perk (except some blue shells which are still incoming and the) are at the factory and it is being made - not that it is already at the warehouse. We can not tell you yet when tracking info will show up at Backerkit - the earliest date for that is probably July 5th, as we will go to China on July 3rd and extracting and entering the tracking data may or may not take some time - we’ll keep you posted.
The whole hardware adventure and delay has also delayed some of our additional plans (such as user forum, tutorial videos etc.) - we will focus on that once the campaign units are on the road.
Lastly, a few shipping related FAQ questions that kept popping up:
Address changes for regular campaign perks are no longer possible!
Address changes for "retail design" units ordered during the campaign or Indiegogo InDemand are possible until June 30th.
Changes for Indiegogo InDemand orders after June 30th will be possible for about two weeks after the order date.
Address changes (or add-on orders) at Backerkit are not reflected on the Indiegogo site. The Indiegogo data is no longer used after the initial import into Backerkit.
Even address changes for orders that are still unlocked at Indiegogo should always be made on backerkit - assuming you already have access.
These and other frequently asked questions (such as “why is my order locked”) are also available here.
Best,
Thu May 25 '17 Announcement
over 7 years ago
– Thu, May 25, 2017 at 08:23:31 AM
Dear Backers,
(continued from part 1 )
In light of some of the more critical comments received especially during the last few days, allow me to mention a few additional things: This is not an online store. It is a crowdfunding project and that means we *all* go in without all of the answers being available at the start of the project (and without a customers support robot). While backing a project with money and consequently receiving a reward is the deal people have to be able to rely on, it is not the same as buying something online - please check https://support.indiegogo.com/hc/en-us/articles/526746-Will-I-get-my-Perk-. That is why the times given are clearly labelled as estimates, and that is also why this didn’t go up directly on Amazon. So we’d like to ask you to put stuff in perspective, please. When all is done and dusted, some perks may be delayed somewhat, but the majority of perks will go out with relatively short delays if any. And while the people affected the most by delays are the people that ordered special early bird or other special editions, they still retain a nice discount compared to the later orders. Talking about another contested point, we *can* not upgrade anyones hardware with 32GB or extra RAM to make up for the delays - that would not only cause delays in itself, but it would sink the project. We are trying to source extra software for those of you that are affected by late delivery - because we can deliver it without delaying the duplication of the Micro SD cards (or shipping) if necessary.
Amusing side note: We now even received complaints by backers whose perk is due in July.
While none of that is supposed to excuse the delay, please award us a little patience. This is not the Vega+ (as has been mentioned twice), it will not take until September (as somebody wanted to bet) and we are doing our best to bring this in as quickly as possible. In 30 days the world (at least the world of the RetroEngine) will look a lot different.
With that out of the way, here some important points:
* The addresses will be locked on or a little bit after June 10th.
* Please note that the data on Indiegogo is not used after the initial import into backerkit. That means only the address data at backerkit is relevant and is going to be used for shipping.
* Upgrades etc. are also only completely visible on backerkit.
Thank you!
