🚨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...

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

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.

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 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.

harsh

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

Rudi

There are some tips on this topic here, harsh, as you may have already seen it:

https://nothing.community/d/146-ear-1-easter-eggs/25

vikas

@Rudi Finally received my replacement. As usual, things weren’t smooth. The service center team received the replacement unit without any information at all, they weren’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.

Rudi

Mixed feelings reading your reply vikas
As we’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! I’m thinking of the positive side of things: you get to unbox them for a second time 🤩

vikas

Rudi you get to unbox them for a second time

Yes, it was a delight.😅

arpan2308

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 ☹️

Helasending

arpan2308

Man, I feel bad for you, hopefully you get a working pair soon, they should give you something extra!!!

Kastello

arpan2308

Oh wow really sorry to hear! 😔

Rudi

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

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

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

Additionally, we’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.

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 wet…not sure why so. Cardboard box was like a wet paper….pull tag had no chance given the moist box. Recorded the unboxing. @Rudi hope this will help in quality control going forward.

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