Yes, you are right, and I understand why this feels unacceptable.
The charging issues have turned out to be a bigger problem than we first thought. We have shipped a very large number of units in a short period, but even with that context, the error rate is higher than it should be. That is on us.
On top of the product issue, we have also been hit by several logistics problems, including stolen shipments and delayed containers. That has made the support load much harder to manage, but it does not excuse customers waiting this long without a proper reply.
The charging issue has been fixed in the latest production batches, and customers with confirmed charging faults will receive replacements. The main problem right now is that the support team has a large backlog to work through, so it may still take some time before every case is handled.
I know that is not good enough when you are sitting with a defective device and no clear update. Sorry for that. We are not trying to avoid the problem, and we are not ignoring these tickets. We need to do better on communication while the team works through the cases.
To end with a small piece of good news: it looks like the police have recovered some of the stolen Handy 2 units from one of the shipment thefts:
And yes, this is the ship issue I mentioned earlier — a large batch of Handy 2 units was on this ship:
