Ear (2) ANC issue (noises and screeching) and inadequate customer support

BrunoDaniele

I would like to understand if others have been experiencing the following issue with Ear (2) ANC that makes the device impossible to use with ANC.

Issue description: I’m experiencing a quite severe and annoying with my new earbuds 2. I have tried searching online and could not find reports associated to the same issue so I’ll try to describe as best as I can - When using the earphones with ANC the right ear starts to make a base heavy shaky sound mixed with screeching noises, this noise changes every time I touch the earbud or open my jaw or move ears. It’s such a high noise that using the earphones with ANC becomes impossible.

Upon disabling ANC the issues stopped, so I suspect this could be related to how microphones in the earphones might be positioned within my ear

In some occasions, when I try using the earphones no issues happen, but as soon as I open my jaw the issues start and the shaky noise changes vibration/frequency.

So far, not using ANC seems to be the solution, but I would like to understand if this is a known issue.

Issues with customer support: So far I have been trying to seek a refund or repair, but the customer support from Manila is extremely unprepared. The ticket #421132 was abandoned in December a few days after I have received the device and agents on ticket #444952 are claiming that I don’t classify for a refund when in fact the support team was the one to abandoned the ticket.

So far I have spoken with 6 different support agents that are completely unable to troubleshoot the situation and are not willing to handle refund, something that would have been possible if they did not abandoned my initial support ticket.

Seeking community support to see if a solution can be identified, otherwise I’m afraid this device will go in the bin.

Tom

Hey Bruno,

Thank you for reaching out and sharing the issues you have been experiencing with your Ear (2). Firstly, I sincerely apologise for the inconvenience and frustration this situation has caused you.

I also want to apologise for your challenges in resolving this matter through our customer support. It is clear from your description that the level of service provided was not up to our usual standards. Please rest assured that we are looking into the handling of your support tickets to understand where our processes may have failed.

I can see the team has already organised a replacement. However, I understand if this solution isn’t to your satisfaction. To rectify this situation, I would like to offer you the option of a full refund instead. Additionally, I would be grateful for the opportunity to speak with you directly over the phone to gain a deeper understanding of your experience.

Please let me know if this would be more suitable for you, or if there is anything else I can do instead. Again, I sincerely apologise for the inconvenience and appreciate your patience and understanding.

Warm regards,

Tom Montgomery
Customer Experience Manager
Nothing Customer Support

ArjieDelaCruz

I have the exact same problem. Whenever I use ANC, it start making weird noise, vibration, and sometimes screeching sound. I want some answer on how to fix it. I like the ear buds but the ANC is useless with this bug 🙁

Advait

ArjieDelaCruz try to repair the ear 2 as a new device or do the ear tip fit test

ArjieDelaCruz

Advait I already try resetting it and also the ear fit test. Sadly it did not help.

Advait

ArjieDelaCruz then must be a defective unit

i also recieved a defective unit with right earphone driver having a dent

ArjieDelaCruz

Oh okay thanks for the response. Welp I guess I’ll try to contact customer support for this. I thought it just a bug that can be fix easily.

Advait

ArjieDelaCruz you can also try nothing care to raise your concern

UmbertoBaldi

Hey, I got this exact same problem. The only solution I found was to disable ANC. @TommasoTramontin can I apply for a replacement?