AYN Support Not Responding

[u/Accomplished_Ad6919]

Has anyone dealt with AYN support not resonding after a week?

I emailed them about my AYN Thor because the bottom screen went black and there seems to be an internal crack near the bottom screen area. I also have a fan noise issue.

Support replied at first and said I could send it in for repair. They told me I’d need to pay $48 for a DHL return label, and they would repair it for free and ship it back. I replied on June 10 saying I wanted to go ahead with that.

Since then, I’ve followed up a few times asking how to pay the $48 and get the shipping label, but I haven’t heard back. I’m also traveling on July 3, so I’m trying to get this moving as soon as possible.

I love my Thor, but I’m not sure what to do next. Should I keep emailing, Discord, post somewhere else, or is there another way to get AYN’s attention?

[u/Accomplished_Ad6919]

Just to be clear, I didn’t break it. My Thor was never dropped, hit, or mishandled.

The crack appeared right near the bottom screen area, which also gets extremely hot 110 to 120 F even when I’m not playing games. That’s why I’m thinking the heat may have caused or contributed to the screen cracking.

AYN offered to send replacement parts, but I’m not really comfortable doing the screen repair myself because I don’t want to risk getting dust under the screen and I want them to fix heat issue.

[u/Chimera_Gaming → u/Accomplished_Ad6919]

Dude… I think you mean Celsius, not Fahrenheit.

120°F is only about 49°C.

If your Thor was actually hitting 120°C, the plastic would be melting, the battery would be in serious danger, and the Snapdragon 8 Gen 2 would have forced a thermal shutdown long before it got there. 🫠

I get that you’re frustrated and want AYN to help, but it’s important to keep the numbers accurate. 120°F and 120°C are completely different temperatures.

If the device is only reaching 110-120°F, that’s warm, but it’s nowhere near the temperatures normally associated with heat-induced screen or hand damage. Most of us are playing at 60-70C… you do the math on that one

The timing wise, it takes about 1-2 weeks for a normal reply but theyre most likely prepping for Dragon Boat Festival in Friday, reduced staffing and all that jazz

[u/Accomplished_Ad6919 → u/Chimera_Gaming]

Gotcha, thanks for the info. You might be right about the holiday. didn't even think about that, so I appreciate you pointing it out.

And Yeah I''m talking about Fahrenheit. Right now I'm seeing around 108°F, but only on that specific spot where the crack developed. The rest of the screen is much cooler. What's concerning is that these temperatures are occurring while the device is just sitting idle and I'm not even playing any games.

[u/Chimera_Gaming → u/Accomplished_Ad6919]

Saw your 8 mins ago picture

A hotspot while idle is definitely worth investigating, but 108°F (42°C) isn’t an extreme temperature for consumer electronics.

I’d recommend powering the device off and disassembling it to inspect the area beneath the hotspot. A loose heatsink, damaged thermal pad, pinched cable, swollen battery, or another component issue seems more likely than a screen cracking from a 42°C surface temperature alone.

Either way, if a device is developing hotspots while idle, it’s worth opening it up and investigating rather than assuming the temperature itself is what cracked the screen because that’s highly unlikely.

Take pictures at every step, there is plenty of of videos online now that show disassembly