We stand at the beginning of our journey, filled with gratitude and community spirit.
The launch of the Nitro Deck was more than just the introduction of a product; it was a celebration of the people who share our profound love for gaming and collecting. It honored our dedicated team that invested countless hours and boundless effort into crafting this product and brand vision. It was also about embracing community, enhancing the gaming and collectible experience, and bringing individuals together with a shared passion.
We genuinely appreciate your continued support, and we couldn't have made it to this point without each, and every one of you.
Listening and Responding to Feedback:
Over the past month, we've had our ears tuned to your feedback. You spoke, and we listened. We're actively working on a firmware update that addresses most of your sought-after quality-of-life improvements for the Nitro Deck however, some will need further testing prior to implementation.
We're committed to enhancing your gaming experience and making it better, one update at a time; please stay tuned for more information.
Prioritizing Customer Experience:
Our commitment to your satisfaction remains our top priority. We understand that a seamless purchasing and shipping experience is crucial. That's why we've taken immediate action to improve the shipping experience for our customers.
We've switched from DHL to FedEx for our US customers due to subpar service quality. We apologize to those who experienced shipping hiccups, especially those who had waited for months to get the Deck into their hands.
Moreover, we're expanding our support team to ensure that we can provide even more personalized assistance. Your questions, concerns, and feedback are valuable to us, and we want to be there for you every step of the way.
In addition to making significant shipping and support updates, we are thrilled to announce our partnership with Purple-Dot, a platform that integrates into our webstore that simplifies pre-order phases. As we plan to introduce new variants, special editions, and exciting products, pre-orders will play a central role in our early sales strategy and we understand the importance of flexibility.
Addressing Connectivity Issues:
We're aware some people are experiencing connectivity issues and addressing these issues is extremely important.
While we've been working with customers on a case-by-case basis, it’s important to understand that each case is unique and not created equally.
Here's what we've found..
We have found some connectivity issues are stemming from variations in the USB-C ports of different models of the Nintendo Switch which is an unexpected challenge.
We hold Nintendo in high regard for its exceptional production standards, but what we've encountered is a wide variation in the depth of USB-C ports across the board. This variance was not something we initially noticed during our rigorous testing phases on a wide range of consoles with the Nitro Deck, and was only noticed once the Nitro Deck hit the wider market.
To break it down, tolerance, in this context, refers to the range of acceptable depth for the USB-C ports. This discrepancy can result in an inconsistent connection between the Nitro Deck and the console, especially since there is a hard stopping point when sliding the Switch into the Nitro Deck; which has impacted the overall experience for some users. We're aware that this can be frustrating, and we're committed to finding solutions for the small number of people affected.
In rare cases, connectivity issues arose due to defective Nitro Decks. We acknowledge that these types of problems can be avoided with extra quality assurance in production. We're committed to enhancing our production processes to ensure that every Nitro Deck that leaves our facility is of the highest quality.
Improving production quality control is a key step in ensuring our customers receive products that meet their expectations and deliver the premium gaming experience they deserve.
Worn or problematic USB-C ports on the Console:
USB-C ports are complex with multiple pins, each serving different functions. These pins allow the port to perform a variety of tasks, including data transfer, video output and charging. In some cases, damage to these pins can result in full or intermittent connectivity issues.
We've demonstrated the existence of issues with these pins and their functionality in a small number of Switch consoles with the help of our community. While these cases are relatively rare, we understand the frustration they can cause and we're here to assist and work with our community who find themselves in this situation.
It's important to note that the total of all types of issues combined amount to less than 1% of the total Nitro Decks currently in customers hands.
In today's interconnected world, social media provides a platform for individuals to gather and share their experiences. While this can be a powerful way to connect and seek solutions, it can also inadvertently creates the impression that an issue is more widespread than it is. We acknowledge that people who are experiencing issues may gather in one place to seek support and share their concerns, which can sometimes magnify the perceived scale of the problem.
We are actively working with community members who have reported connectivity issues, and our support team is dedicated to resolving these cases and providing solutions.
If you are experiencing issues with your Nitro Deck please don't hesitate to reach out to email@example.com - we're here to help.
Introducing the Crystal Collection:
Browse the Crystal Collection:
We're thrilled to unveil our new Crystal Collection, available for pre-order. An old-school vibe with a modern twist featuring Orange Zest, Crystal Pink, Atomic Red, and Emerald Green. Pre-order now, with an expected shipping date in mid-December.
Join the CRKD Community Discord:
Our community is growing and we want you to be a part of it!
Our community is more than just a customer base; it's a family of passionate gamers and avid collectors. We invite you to join our Community Discord, where you can provide feedback, share your experiences, connect with like-minded individuals, as well as chat with our developers.
Discord Invite Link: go.crkd.gg/discord
Thank you for being an integral part of our journey. We look forward to enhancing your gaming experience and building an even stronger community together.