Defective Unit Notification
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The following is an urgent notice:
Affected Products (XU20 V32): Orders placed before August 30, 2025
We discovered a control issue with the XU20 on August 28. We take this issue very seriously and have provided a video reproducing the issue.
Since the package has already been shipped to the customer's destination country, we offer two solutions:
1. If you receive the device and believe it is not affected (this issue may require a firm button press due to varying pressure levels), we will refund you $5.
2. We will send you a replacement repair part (including a screwdriver); you will need to remove the back cover and replace the rear bezel.
Instructions for replacing the part are included in the video.
We deeply regret this issue. Because this issue requires a firm button press, we discovered it only during subsequent testing.
We will be announcing this issue in our store and ask early XU20 users to contact us for a solution. We encourage you to report this issue on Reddit or other social media platforms so that we can promptly notify early users.
Devices ordered after August 30th do not experience this issue (you can test it by following our reproduction video).
Please contact us at help@xuretro.com and one of our account managers will assist you.
Detailed video link: https://drive.google.com/file/d/1_8DXMnlVUQS1TcIeyqK0lIJIDxFiPTKO/view