We would like to once again express our deepest apologies for the significant inconvenience and concern caused to our customers, business partners, and all other stakeholders due to a series of quality-related issues involving the FocusRay Wired model, which our company manufactured and sold.

We are currently working diligently to strengthen our customer support system and address these issues; however, we have received an exceptionally high volume of inquiries—far exceeding our expectations—and as a result, it is taking significantly longer than usual to respond to inquiries and complete necessary procedures.

As part of our efforts to improve our response rate, we will be streamlining the handling of certain inquiries starting October 6 of this year.

We sincerely apologize for any inconvenience this streamlining may cause while you are already waiting for a response.

We ask for your understanding and cooperation as we work to improve our response rate.

・Inquiries regarding refunds

(*We will continue to handle technical inquiries, address changes, order changes, and other such inquiries as usual.)

We have been receiving a large number of inquiries regarding refunds, and as the response time per case has been increasing, we recognize this as a problem that is causing a snowball effect of delays in serving other customers.

For this reason, we will reduce the response time per case by having customers submit the information previously required for refunds via a designated form, and by sending a single notification to their email address once the refund is complete.

Please note that, as before, we will determine eligibility for refunds on a case-by-case basis, taking into account the specific circumstances of each situation.

For cases where a refund is possible, we will implement the streamlined process described above.

By reducing the response time per case, we will be able to dramatically increase the number of inquiries processed per day, thereby improving our response rate and reducing the time to the first response in the short term.

In addition, as previously announced by our company, we will continue to implement measures to improve response rates and response quality over the medium to long term, including increasing the number of operators.

We sincerely apologize for the long wait our customers have endured and for having to provide this update, and we once again ask for your understanding and cooperation.