🚨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...

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

Rudi

Hi arpan2308

Thank you for the detail. Perhaps our feedback to ecom hasn’t cascaded down to their executives yet. In any case, I’ll forward these comments too 👍️

vikas

I’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. It’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 we’ve got real fans, supportive people with the right amount of criticism and patience to take us over these hurdles. So other “normal” customers may have also had a similar experience, but it’s through the real fans we can rise above it.

Rudi

Thanks for keeping us posted vikas

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

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

arpan2308

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.

vikas

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, I’m not getting any response even after 3-4 days, unless I raise it here.

arpan2308

Rudi

Let’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.

vikas

Rudi
Yes, I can understand the mistake with the email, things like this happen when you are starting out. But not responding to a customer’s query is not a small mistake and it didn’t happen once, but twice. I’ll quote the Customer Experience Manager of nothing, “It’s better to not have a customer service, than have a bad one”.

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

I’ll continue supporting the brand but only till it has not lost its path. I don’t believe in supporting/defending a brand/organization for what it once stood for, as is the case with many “fans” 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

Can’t agree more.

Rudi

That’s the vibe I totally get, arpan2308 and that’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 👍️

Kastello

I can just again say, I’m happy to have @Rudi around. Nothing is a new company who released a product super super fast and according to murpuy’s law, everything that could go wrong, will go wrong at some point (if you didn’t prepared in advance). There are two options: you can either be lucky or unlucky to have all those problems super early. Some companies don’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 get’s now sorted out fast, for both of you @vikas and @arpan2308 and that “we” won’t face such issues in the future again 😄

Rudi

Thanks for extending your consideration once more vikas

Let’s get this sorted together.

« Previous Page Next Page »