In a move Retroid could learn from, XU Retro has disclosed a design flaw regarding the controls of its XU20 V32 handheld device for all orders that were submitted before August 30, 2025. The company indicated that the issue was discovered from internal testing on August 28th and is only evident when pressing firmly on the device’s D-pad Up or Y button. In extreme cases, the pressure activates the trigger buttons, even if the buttons themselves are untouched.
XU Retro stated that the affected units had already been sent out to the customer’s destination country. To rectify the issue, the company is providing two options to affected customers: First, if a user receives their device and finds the control issue does not interfere with the enjoyment of their gameplay, they may take a partial refund of $5.
Alternatively, if a user does find that the control issue has affected their enjoyment, XU Retro will supply a replacement repair kit that includes a new rear bezel and a screwdriver to fix the issue permanently. A video demonstration (below) reproduces the control issue for users to identify, as well as clear instructions on how to complete the simple replacement.
In the meantime, XU Retro is releasing an announcement publicly on its store and is requesting that all early XU20 V32 device owners reach out. The company is also requesting that users share the news on sites like Reddit in order to spread this information as publicly as possible. Early adopters can reach out to an account manager at he**@*****ro.com to set up their preference for a solution.
Things happen, and as far as screwups go, this is one of the less embarrassing things we’ve seen happen. And, unlike other companies, XU Retro is not only proactively addressing the issue, but they’re asking that the community hold them accountable and spread the word. Full statement below:
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:
- 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.
- 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 he**@*****ro.com and one of our account managers will assist you.
Source: XU Retro Discord
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