Colors Done, Extended USB-C: The Last Hurdle
A lot of you should be getting Genki this week
I totally empathize with everyone who has had a vague to tracking update, our fulfillment team has been clear with us that there will be a lot of tracking update delays and no one really understands what most of these cryptic postal messages even mean - it can feel like the package is "in transit" forever. The good news is that packages are moving, the 2% exception there seems to be mostly Germany customs which likes to hold packages for approximately a week it seems. We've had a few returned packages that we'll have to hunt down in our fulfillment warehouse and many of you lucky people will receive Genki today.
The Info Received group has dramatically become unstuck since last update and we're very very actively following up with those remaining. If you've been in transit for over a week, don't give up, seriously most of the comments I see on Kickstarter by the time I reply they've already received it. Please be patient, we can't really do much on our end besides throw our fist into the sky and curse it and occasionally bug our fulfillment vendor who probably does the same secretly.
As for those lucky enough on the other side of the fence, we've heard a lot of people regretting not getting the dock adapter or the portable stand. After the holidays when most of the dust has settled and all the shipments out the door we'll start to plan for more longer term warehouse solutions as it doesn't make sense to send out a dock adapter or even a replacement case out globally - it just wouldn't be sustainable so we'll have something up soon but please have some patience in setting this up. Oh and please share photos of Genki, tag us on Instagram at #genkiaccessories - we love this stuff.
If for some reason you think your order should've shipped but you never received an email we swear Backerkit must be blocked and set as spam for almost everyone - ifyou still don't know where to find your tracking number on your Backerkit page by logging into https://genki.backerkit.com/backer/review and pasting your tracking number in http://humanthings.aftership.com. If the page doesn't show a tracking number it means we just shipped out your 'other color' category or we're still working on extended heads (more info below)
Someone Requested an FAQ
So I think out of the 3,385 packages that were shipped we had like 10 packages that had become sort of dead on arrival, while most of the troubleshooting can be done with these quick fixes that Andrew has compiled for us with some awesome support from the comments community (shoutout to Mike S):
My Genki doesn't pair - again one of the most popular questions, first thing you have to figure out is how to put your headphone into pairing mode. It usually involves holding a button on your headphone or charging case till something blinks repeatedly, if you need more details consult your headphone instruction manual or just google "how to pair xyz headphone"
Audio sounds distorted or low volume - this is kind of rare but apparently it's been discovered that some headphones that have the ability to be paired simultaneously to two sources can react like this. Please disconnect your headphone from other devices (mainly smartphones) to see if that does the trick. And if its just a volume issue try adjusting the volume on both the Switch and directly on your headphones.
How does latency work - usually codecs tell the whole story about latency but we're starting to find a lot of headphones that inherently have bad latency. Check your headphones at a site like rtings.com for latency reviews or just google "latency xyz headphone" and you might be able to find a firmware update. aptX-LL will always get you the best results but most headphones with AAC will be just fine. We've found that the more bells and whistles a headphone has like 3D surround sound or multi-pairing capabilities tend to be more lagged.
There is no audio in docked mode - not sure if most people know this, but the dock actually has 3 USB-A ports, two on the left side and one sandwiched between the HDMI and power port in the back for the dock adapter to go in. Do not use the USB-C power port for Genki, that will not work. When you plug it in the upper left side of the screen should show a notification that it's connected to USB audio.
Genki pairs but audio still comes out of the Switch speakers - okay so this one is the ones that are most likely actually broken, the 10 I mentioned earlier. In a rare occasion it seems like something is coming unsoldered and we've now included an extra quality check step to prevent one of these from slipping into delivery.
If you have encountered this problem, please email firstname.lastname@example.org our awesome engineer will help diagnose and sort things... or if you just want to chat tech but please after the shipments go out.
Colors are Out the Door
Holy crap, never again are we going to offer custom colors... I mean we thought what could go wrong but it seriously took us a lot longer to pack everyone's colors. And getting the final the second round of pink buttons still weren't quite right so those were delayed till Wednesday so that they can be assembled and tested - we were packing till Saturday night.Chris passing out in the factory Saturday night (and getting sickly)
If your part of this color batch we just sent out you'll know that the 3 of us probably worked in collaboration to hand pack your order. That's 2,153 Genki's for the three of us to pack - and just to be upfront we aren't always perfect and we ended up having to unpack some orders and repack them and it's been a nightmare every time one of you ask for a color change or address change and then trying to match it with the right address and checking it off. Anyways, best news of the week is that these colors are done and we just shipped them off for fulfillment. Bear with us as we will get these tracking numbers up as soon as we can.
The Last Hurdle
Anyway, we're going to have to be upfront that if you ordered an extended head we are working our asses off to get them shipped out before the holidays but it probably won't arrive before Christmas. We had to revamp the PCB to support it and it's been delayed twice and should be coming within 24 hours, then we'll have to assemble it, test it, and pack it into all remaining 884 packages - and then we'll hibernate till the end of the year.
And to my supportive wife Jennifer, sorry for not being able to get back home for our anniversary. We were supposed to be done by now and now we're crossing our fingers we can make it home by the holidays. She's been a trooper and actually flew in the following weekend to check up and help out in our packing. You may remember her from the KS video and has been graced upon the frontpage of Engadget and Gizmodo due to Genki madness.
With love and thanks, hope everyone's staying warm and with loved ones for the holidays,
Eddie and Team Genki