XGIMI Halo True 1080p Portable Projector

*Summary:* I liked the company and have been following them since 2018, as part of my job in the tech industry. I really had hoped that they don't make the same mistakes as their competitors in deprioritizing customer support. Unfortunately, they have. Xgimi simply does not understand that customer loyalty is the #1 success factor, and are simply ignoring customers post purchase. Starting with Halo, Xgimi seems to have finally hit the market sweet spot in terms of "features on paper". However, significant quality gaps still exists in audio, remote and projector UX. Furthermore, SW QA seems non-existant. Many of the user experience issues I mentioned below should have been caught and easily fixed during the development. *Pros:* Good design, and better than average picture while it works. *Cons:* Product quality, software reliability and customer support are terrible. no detailed instructions, no Netflix, below average CPU performance and slow system response shows a noticeable delay in Android TV responce to remote control, audio lag an a significant lip sync issue with external speakers, poor ergonomics for remote control, easy to turn on the unit accidentally with remote or on-device power button while in storage case. *Customer support experience:* During a recent attempt to complete a software update and just 20 days after the 1 year warranty was expired, an error message said the device could not restart because the battery was less than 50% charged. The battery was 100% full and power cable was plugged in. After several attempts, and searching user forums, I discovered that this is known problem and I needed to call customer support. At this point the projector was still functioning with the older software. Customer support was courteous, but not knowledgeable. They suggested I try downloading the software update and using a USB drive to update as an alternate approach. I followed the instructions but during the last step after the restart, the unit never rebooted. I called customer support again and they asked me to repeat the process during the call, which didn't help. The device was a brick! Before this USB update attempt, the device was fully operational. CS didn't warn me of the risk of damage during update. I would have been happy without the update, if I knew there is a risk of damage to the device. After several calls and emails, they said since the unit is out of warranty, I would have to pay for repair and shipping to and from Hong Kong. When I objected based on their guidance having caused the problem, they said they need to check with HQ. It has been over two weeks and I have not heard back. Meanwhile, I have a useless $800 brick!!!!!