🚨Issue fixed 🚨

Blitzkreig · 2022-07-07T02:54:24+00:00

Ear (1) firmware update seems to have fixed the issue regarding frequent pausing of audio. Been using it since a few hours now but didn’t face the pausing ev...

Rob ⚡️

A small one, but when Bluetooth is turned off when you open the app, a message saying “BLUETOOTH IS CLOSED” is shown…with the option to “OPEN” it … quite an unusual phrasing IMO!

Rudi

Thanks a lot for this Rob ⚡️

I’ll be forwarding your comments and screenshot to our teams now. You’re right, it doesn’t sound right.

Only doors close 🤨

vikas

Rudi

Is India Support down or anything? Not getting any response, didn’t even recieve any acknowledgment mail. I tried twice. 😕

Rudi

Hey vikas

Thanks for getting in touch - it’s probably closed due to working hours. In any case, I’ve referred your username to the team so hopefully they can pick your request up with urgency once they’re back live 👍️

vikas

@Rudi Thanks for the quick response, appreciate it!
I don’t think it was due to working hours cause I was trying since yesterday. And last time I believe I received an automated acknowledgment mail, that’s why I was concerned. Just making sure everything works fine.

Rudi

Thanks for coming back to me on this and further explaining what happened. I’ve let the team know, you should expect contact today but also please keep me posted ✔️

vikas

Rudi

Waited the whole day, no response.

Kastello

New firmware/ app update is out since yesterday!

Fixed the issue of a popping noise playing when you open the ear (1) app during a phone call.
Improved sound and video synchronisation for a better experience when watching a video or playing a game.
Fixed pairing failure bug.
Improved Transparency Mode experience.

Rudi

Apologies for the experience vikas

I’ve asked the team to reach out to you ASAP. Let me know once you get a reply.

Kastello

One thing about the new latency mode, user on reddit seem to have problems with disconnects /stutter while using this mode if they walk to far away like a few meters which work fine if this mode is turned off, which I have too. Also they still seem to have the battery drain issue like @arpan2308 and @vikas has.

Here and Here

ChrisDalziel

Rudi

Awesome, thanks for the update. I’ve just downloaded the new firmware so hopefully that will sort it!

arpan2308

In line with last goof-ups + delivery delays + KYC issues + bugs + hardware issues needing replacement, now another masterpiece by Nothing.

Due to the hardware issue with right ear bud battery, my unit was due for replacement. Initially, got multiple calls pushing me to pickup the replacement from some random service center. After denying multiple times, given that why should a customer travel in the current covid situation to get replacement for a company hardware issue. Finally, the executive agreed to arrange a pickup. Today, a person from (ecom express) came for a pick up and said that there is a pickup of item with name B181 (no detail apart from this, not even that it is an earphone). And due to a co-incidence that i had received a defective trouser a day before. Thus, my family handed over the trouser to him (btw i am yet to raise return request of that trouser on amazon). The ecom express executive happily took the trouser as the Nothing pickup request mentioned “no quality check required” of B181. WOW.

Post realising the whole goof up i contacted the pickup executive and ecom express. As per them, they have picked up the item B181 (even if it is wrong) and will deliver to Nothing (some “F1 solutions” name in their record) and then its responsibility of F1 to check what they have received. So, its a total mess.

I still have the ear1 with me, but as per ecom express the “item” is picked and the trouser will be delivered to Nothing (or F1). Epic

Either Nothing is just careless on the customer service or there is some gap jn how they are choosing business partners. Delivering ear1 from hongkong to India through fedex, but using DHL for investor goodies and now ecom express for pickup. As a customer, i struggled with all 3 partners…multiple import KYC with Fedex & DHL and then this ecom express fiasco.

@Rudi @Carl time to focus on customer experience. Just a request

On a lighter note, if you guys dont want my trouser at your F1 Solutions premises, pls talk to your partner Ecom Express (Tracking no.: 5528023659)

Btw @vikas pls do note that the pickup for your hardware issue with also come with “Item B181”. Dont hand over anything else 😛 but B181

Kastello

arpan2308

Oh wow that really sounds like a big mess sadly.

vikas

arpan2308

It’s a complete mess. Sad to see how nothing is handling things. I hope this doesn’t happen to me if I get a replacement. It’s been more than 4 days, still no response from Support team, even after @Rudi raised a request for me. I don’t have any other option but to try Twitter now.

Btw, I still haven’t recieved my investor goodies.

Rudi

Oh, arpan2308

There’s so much to learn from this experience, I must admit.

I’ve spoken to the support team about this too. We decided to escalate this issue with our service partner in order to fix what happened.

The service partner is supposed to do the QC and also take a pic to make sure there isn’t any discrepancy at the time of receiving the package at our service centre.

Many thanks for your patience, courtesy and continuous support 🙏

arpan2308

Update:

Received my trouser back from ecom express 😂 …now can see what exactly Nothing mentioned on the pickup request. It is only “B181”

Not able to understand why pickup of defective unit and delivery of new unit is planned separately. Still have not received any update on delivery of new unit. Looks like there will be gap between pickup & delivery ☹️

Rudi

Hi vikas

Thank you for your patience, once more.

I’ve just got confirmation that we’re dealing with your replacement request with urgency. You should also get a reply from our support team very soon. Everything is moving on our side to sort things out for you, rest assured.

And I’m monitoring the merch despatch too - it’s dealt with separately 🙏

vikas

Rudi

Finally, received a response. I’ll update here once I get my replacement.

Rudi

Yes, please vikas

Keep us posted on both ends, community and support, so that we can improve throughout 👍️

vikas

Rudi

I regret to say that I have never had such a bad experience with any customer support before.

First it took more than 4 days for a response, and that too only after @Rudi escalated my complaint. After that they sent me the following mail.

I asked them and they confirmed that I only need to go to the center once and they’ll have the replacement there to collect. I agreed to collect it from their office and asked for further details.

Then I received the below mail, asking me to contact Flipkart customer support for my replacement.

They had already given me 2 choices, I chose to collect it from their office, cause they mentioned it would only take 3-4 days. Now they’re asking me to contact flipkart, from whom I did not buy (I ordered using the investors link) and that too within 7 days from the delivery date. Why should I contact flipkart when I bought it directly from nothing? I communicated the same with them and it has been 3 days, no response.

Like seriously what’s happening? Was the first email only because @Rudi escalated my complaint and only to cool things down for a few hours? Cause in the last mail I got, they’re violating their own terms to which I agreed for replacement.
From the moment I placed order using the investors link, the service been a constant disappointment.

Rudi

Thanks for keeping us in the loop of this saga arpan2308

I honestly believe it’s the logistics of having a 3rd party service doing this for us. We should be able to have more control over the process, so this is great feedback - although at your expense, which is truly regrettable.

I’ll continue to openly refer this back to our teams here at Nothing so that everyone is aware and that we can certainly move forward as a company from this experience.

Your contribution to our community, in regards to this particular issue or not, has been remarkable. I can assure you that we have that on the top of our minds here at Nothing. We just need to learn the processes of customer care for the first time and the journey is just starting. For these reasons, thank you for your support.

arpan2308

Rudi

Update 2:

Another pickup happened today with product details “Nothing” (thats all). Again the pickup request clearly mentioned “No quality check required” not in line with what @Rudi mentioned.

Ecom express executive didnt have any picture to compare the pickup product. He just clicked the pick of my unit and took it. Still many gaps.

Attaching pickup slip and ecom express executive’s instructions on his mobile

Also no clarity on delivery of new unit

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