Thanks for keeping us posted vikas

Iā€™m sorry for the email. Iā€™ll double-check if the email was actually intended for you or if it was part of a mailing list by error. Iā€™ll get back to you as soon as Iā€™ve got a reply.

Goes without saying that we really appreciate your patience on this.

    vikas

    Such a sad state of customer service. I thought its only me who is getting such a service, but your experience proves the hypothesis.

    Just imagine this is happening with the investors who have access to community. I got response to my hardware issue after posting it on twitter. Cant even imagine what normal customers must be facing.

      Rudi

      Just received mail saying that it was not intended for me. Whatever the case maybe, the state of nothing support is pathetic. Received a response after 3 days, and that too only after raising it here, again.

      arpan2308 Just imagine this is happening with the investors who have access to community. I got response to my hardware issue after posting it on twitter. Cant even imagine what normal customers must be facing.

      Exactly, Iā€™m not getting any response even after 3-4 days, unless I raise it here.

      Hi arpan2308

      Thank you for the detail. Perhaps our feedback to ecom hasnā€™t cascaded down to their executives yet. In any case, Iā€™ll forward these comments too šŸ‘ļø

      vikas

      Iā€™ve got confirmation the email you received was sent by mistake and that your replacement will be available for pickup soon.

      To both, once more, thank you for your support and patience. Part of me wants to share this personal thought with you that this process, albeit saddening, was inevitable. Itā€™s a super-ambitious launch in such a short period of time and in so many countries. The only plus (and this is major): you. The differentiator here is the fact weā€™ve got real fans, supportive people with the right amount of criticism and patience to take us over these hurdles. So other ā€œnormalā€ customers may have also had a similar experience, but itā€™s through the real fans we can rise above it.

        Rudi

        Letā€™s hope our resilience, patience and multiple follow-ups with the team will ultimately improve the experience for the end customer. Fingers crossed. I can assure you that we are here posting not only because we are dissatisfied with the experience, but more because we want others to not have such an experience.

          Thatā€™s the vibe I totally get, arpan2308 and thatā€™s why you have my immediate appreciation. This is the only way we can get things right for the future. I share the same hope as you šŸ‘ļø

          I can just again say, Iā€™m happy to have @Rudi around. Nothing is a new company who released a product super super fast and according to murpuyā€™s law, everything that could go wrong, will go wrong at some point (if you didnā€™t prepared in advance). There are two options: you can either be lucky or unlucky to have all those problems super early. Some companies donā€™t give a s**t about it, but over here the feedback is listend to and I hope to see some real improvement soon.

          Also I really hope it getā€™s now sorted out fast, for both of you @vikas and @arpan2308 and that ā€œweā€ wonā€™t face such issues in the future again šŸ˜„

          Rudi
          Yes, I can understand the mistake with the email, things like this happen when you are starting out. But not responding to a customerā€™s query is not a small mistake and it didnā€™t happen once, but twice. Iā€™ll quote the Customer Experience Manager of nothing, ā€œItā€™s better to not have a customer service, than have a bad oneā€.

          And as far as supporting a brand goes, here is something I feel that Iā€™ve posted in the community before.

          Iā€™ll continue supporting the brand but only till it has not lost its path. I donā€™t believe in supporting/defending a brand/organization for what it once stood for, as is the case with many ā€œfansā€ supporting/defending their brands and proving their allegiance.

          Btw, glad to have you here @Rudi as a community manager. Thanks for listening to our suggestions, queries and sorting out things.

          arpan2308

          Canā€™t agree more.

            Thanks for extending your consideration once more vikas

            Letā€™s get this sorted together.

            Does anyone know where can i find this in the app?

              @Rudi Finally received my replacement. As usual, things werenā€™t smooth. The service center team received the replacement unit without any information at all, they werenā€™t even sure whether it was a replacement device or not. After multiple calls with the support team, was finally able to sort it out.

                Mixed feelings reading your reply vikas
                As weā€™re going through this journey for the first time, I can see that we need to improve our communication channels with suppliers, service centres, logistics and ultimately you.

                On the other hand, glad to hear you have your hands on your replacement! Iā€™m thinking of the positive side of things: you get to unbox them for a second time šŸ¤©

                  Rudi you get to unbox them for a second time

                  Yes, it was a delight.šŸ˜…

                  Rudi

                  Finally after multiple follow-ups with the support team got the replacement delivered today. But to my surprise the unit is dead on arrival. No response from the unit even after half hour of charging ā˜¹ļø

                    Our support team also reached out to me to let me know about this faulty unit before I saw your post, arpan2308, theyā€™re concerned about letting you down.

                    It is so unfortunate, I am really sorry for that.

                    The team reassured me theyā€™re dealing with this situation as a matter of urgency, as this is unacceptable.
                    Iā€™m also monitoring this closely, and rest assured the team is expediting a new unit for you as soon as possible, and youā€™ll get confirmation of the despatch.

                    Additionally, weā€™ll be redressing the inconvenience this situation has caused you - my colleagues in support will be taking care of that in due course.

                    Thank you for everything, and keep me posted.

                    4 days later

                    Iā€™ve sent this via email through the feedback section in the Ear(1) app, but Iā€™ll also post here to see if other people agree or have experienced similar things.

                    Hereā€™s my feedback on the sound quality.

                    At 100% volume, the treble is a little overwhelming on both Balanced and Bass Boost sound profiles. The treble sounds PERFECT at 85-90% volume. Once you start to go above 85/90% volume, the treble is harsh on the ears. Both ā€œhigh hatsā€, and ā€œhissingā€ sounds are uncomfortable to listen to.

                    Iā€™d recommend lowering the treble on Balanced setting by 5% and lowering the treble for Bass Boost settings by 10% so it is comfortable to listen to at maximum volume. Or, if possible, once the volume goes above 85/90%, hold the treble where it is while the rest of the sounds go up in volume.

                    The sound quality is amazing at 85-90%. Everything is clear and comfortable at that volume.

                    arpan2308

                    So 3rd unboxing done. 1st had battery issue and 2nd was dead on arrival. This time it was a different experience. Somehow the box and packing inside the plastic wrap was full moist and wetā€¦not sure why so. Cardboard box was like a wet paperā€¦.pull tag had no chance given the moist box. Recorded the unboxing. @Rudi hope this will help in quality control going forward.