We would like to renew our deepest apologies to our customers, business partners, and all other stakeholders for the significant inconvenience and concern caused by the recent quality-related issues concerning the FocusRay wired model manufactured and sold by our company.

Currently, we are diligently strengthening our customer support system to address this situation. However, we are receiving an extraordinarily high volume of inquiries that far exceeds our expectations, and it is taking much longer than usual to reply and complete procedures.

Amidst these circumstances, we have confirmed that some incorrect information is circulating on the internet and social media, including false claims that "inquiries made via payment service providers will receive priority response."

Regarding this matter, we would like to make the following requests and announcements to our customers:

Our company is responsibly handling, making refund decisions for, and processing refunds for all customers who have contacted us in sequential order.

Some information seen on the internet suggests that our company is not responding, but this is factually incorrect.

Even if you contact us through a payment service provider (such as a credit card company), your priority in our response queue will not be advanced under any circumstances.

All cases are processed in the order they were received, as always.

We have received many comments from customers saying, "I was worried because I didn't get a reply, so I sent new emails multiple times." However, due to our support system, sending a new message causes the reception data to be treated as new within the system, pushing your processing priority further down (backward).

Therefore, while we deeply sympathize with your anxiety, sending multiple follow-up emails will actually push your place in the review and reply queue backward, causing further delays in your procedures.

Similarly, contacting us through payment service providers complicates the overall verification process and delays our response to all customers. We therefore ask that you refrain from doing so.

To ensure that we can securely complete procedures for as many customers as possible, we sincerely ask that you limit your inquiries to one per issue (or through the first channel you used to contact us).

As a company, we will do our utmost to achieve a full recall as quickly as possible and to recover the trust of everyone.

We once again offer our deepest apologies for the continued great inconvenience and the time it is taking our customers.

Please direct any inquiries regarding the recall to the desk below.

<Recall Inquiry Desk>

AoharuNEXT Inc. Quality Assurance & Crisis Management Office, Recall Center

recall@aoharunext.co.jp