Post-sales warranty experience

lapinski_aleksander

Dear Nothing Community,

With this thread, I really wanted to express my frustration with the Service Centre Quality and the overall.

As I did request for a warranty screen replacement (dead pixels apprearing suddenly on the phone), the whole procedure of communication with Nothing Europe is just wrong.

As you need to create an RMA code, before you can procced with the servicing experience, it had taken me over a fortnight (!) to receive one. At first, Nothing Europe were pushing me to contact the Authorized Store, which I have done. It took over 9 working days to receive any kind of response. On 6th of June 24 I was contacted by the original store that had sold me the product (Media Expert) saying that the case is currently being looked at. Little did I know that it had taken another week of no response for me to finally decide to write again to the Nothing Europe, saying that I am currently experiencing communication problems with Media Expert. Finally, on 14th of June, I have received an RMA form to fill in - and a DHL Parcel label was received.

Just sent it to the CCS (Cyfrowe Centrum Serwisowe) - let’s see how much will it take.

I forwarded the warrantly claim 2 weeks ahead (I do not live permamently in Poland), to solve the given issue - in case of delays, so that I can pick up the serviced Phone before coming back to where I live (phone was bought in Poland - no door-to-door service). Now, I would also have to cover the shipment costs, on my own.

I informed the Nothing Europe Team of maybe issuing the new RMA considering limited time spent in Poland. Nothing got adjusted (Name Coincidence).

Overall speaking, it was an extremely frustrating experience. I will probably have to ask someone to ship the repaired phone back to where I live, on my own expense.

Having considered the fact that Nothing Phone is a relatively new product on the Market, it is really imperative for a company to know how to communicate well. Sorry, but I really had to describe it. Samsung and iPhone have uncomparably better door-to-door warranty.

Best regards,

lucasn0tch

lapinski_aleksander For Samsung’s door-to-door warranty, it’s very abysmal here in the US. I have seen nothing but one-star reviews with Samsung US customer support.

lapinski_aleksander

Update: Now, after I have forwarded my phone through old RMA (Poland), I got notification that the old RMA had been cancelled. So now not sure where my Phone 1 is and will end up. I will have to pick it up SOMEHOW, and send it to KSA SOMEHOW. What a joke !

I am sorry - this is very simple issue, and it became tremendously difficult.

I am going to make sure not to buy any of the products again - simply because of horrible quality of service Nothing are offering. Beyond my understanding…

Fractal

@lapinski_aleksander Hope someone from the respective zones gets in touch with you soon.

lapinski_aleksander

EDIT:

I have an update on the below matter:

Hi,

I hope all is well.

I managed to pick my package on 21 September 2024 with a fixed Nothing (1) Phone.

Unfortunately, the package was missing the charger, pin and instructions that I have attached to the package as I was previously instructed to do so.

The service of this phone is an absolute disaster. Communication is horrible, and it seems that that customer service is lost with its own communication. I will make sure that I will never buy a Nothing product again, reasoned by this specific experience.

Best regards,

Edit: I received a fixed phone, back to the old address.

On this occasion, unfortunately, I need to mention that this has been one of the worst mobile phone servicing issues that I have ever had.

I am ending up having to pay 150 USD only for sending phone, plus probably another 100 USD for the duty at customs. Financially speaking, I can just basically buy a new phone, instead of getting the old one back.

Furthermore, It had taken over 2 weeks to your service to generate the RMA code, then another couple of days to generate the DHL label.

Replacing screens under the warranty usually takes less than 2 hours at the service point. It really feels like I am back to the 1990s.

I have intentionally requested for service over 2 weeks before travelling, having in mind potential slowdowns, but even that amount of time has been beyond my imagination.

Extremely disappointing, frustrating and costly experience. I have ended up being involved more in the repair procedure than the customer service itself, which was not willing to take any responsibility for any of the actions during the process. I had 3 different RMAs issued, then cancelled, then raised again - all that had caused slowing down the whole process.

DI - SA - STER.

Best regards, thanks for Nothing ! Never again…