Dear Indiegogo backers,
We are grateful for the support of all 2304 Indiegogo backers who have taken Loona from idea to reality, and you are the fuel that drives KEYi Tech forward. We cherish and love every backer, listen carefully to your suggestions on the Indiegogo platform, Facebook community, Messenger and Customer Support, respond and echo to your needs in every update.
Loona officially hit the Indiegogo shelves in November 2022, and as of March 12, 2023, the Indiegogo campaign lasted a total of 4 months. We made 16 official software and hardware updates, organized more than 50 internal technical communication meetings, and introduced a new feature or optimization almost every week. We have optimized hardware materials and battery usage; designed Gesture recognition, Cruise Mode, Quiet Mode, Graphic Programming, Inner World, Ball Game, and Fun Racing, and optimized the inconvenience of Loona App access to the game. Now you can access the game by simple voice commands!
In addition, we have added 500+ voice control commands (each command will be charged by our voice service provider Amazon-Lex) and 1000+ facial expressions and movements (we will continue to update them in OTA); we have launched Loona Help Center for users to help themselves quickly(
https://keyitech.zendesk.com/hc/en-us). While, our very limited after-sales team handled a total of 5805 customer emails and 468 Indiegogo discussions, including feedback on orders, products, and inquiries. We are very flattered by the curiosity and interest of our backers in Loona and KEYi Tech.
Loona might not be perfect yet, but we are doing our best to overcome all the challenges and bring out the best product to every backer. Because of our guarantee of quality and performance, we urgently redesigned the gears and motors and conducted violent tests. Meanwhile, we also caught up with the plight of the Chinese New Year/Spring Festival factory shutdown and dissatisfaction with our previous logistics provider’s service(so we changed a new logistics provider). Therefore, we delayed the shipment by 2 weeks. Also, Indiegogo made a huge change of Tipping system in checking out process, which brings inconvenience for our backers. We emailed the officials twice and they intend to ignore the customer experience.
For those backers who have yet to receive Loona and charging dock(will dispatched in April), we will ship Loona in different batches according to the following schedule, please be patient. Shipping is according to your [order date]. You can check your order date and compare it with the following estimated shipping schedule.
(1)The first batch of 400+[Locked] orders, Loona will be shipped at the end of March and you may receive in April
(2)The second batch of orders before February 15, Loona will be shipped in mid-April and you may receive in May
(3)The third batch of orders before March 1, Loona will be shipped at the end of April, you may receive at the end of May
(4)The fourth batch of all orders in March, Loona will be shipped in May and you may receive them in June
For backers in the EU, we are preparing for the EU offline repair center, please give us more time to handle this. We will do what we promised. Don’t panic, we will take care of your after-sales process through our Lifetime Customer Support. Feel free to contact
feedback@global.keyirobot.com
For backers who haven’t had a chance to order Loona, you can order on our DTC website
https://keyirobot.com/products/loona Please note that our DTC website ONLY accepts USA shipping addresses. We are sorry to make this tough decision, and we also collaborate with several offline distributors in the EU. You may find Loona in the near months
For all Japan backers, we just launched Loona (in Japanese language) on Makuake, see more information on Makuake official website and enjoy super early bird discount:
https://www.makuake.com/project/loona/
We are also preparing for the Chinese version of Loona. For backers who speak Chinese, you can look forward to the new Loona! She will be available firstly in our offline store located in Clicbot shop, China World Mall, Beijing.
We keep remembering that some of our backers have suggested we could film the story behind Loona and our team, it makes sense for our brand to do so. We’re already working on it and love this idea. Interested backers can stay tuned to our YouTube account and Facebook community for the first insight into Loona.
KEYi Tech has always considered user experience and satisfaction our top priority, and we will continue listening to your suggestions and voices. We will take care of your after-sales process through our Lifetime Customer Support. Feel free to contact
feedback@global.keyirobot.com
Once again, thank you for your attention, support and love. Please keep following the KEYi Tech brand as we continue to optimize Loona’s performance and write a beautiful concerto for families, humans and robots around the world.
Loona Team
KEYi Tech
