Rudi Thank you for taking the time to reply.

I think CS need to at least add a sentence to their automated reply that reads something along the lines of - bear with us, we have a backlog but we will get back to you. The customer expectation at the moment is that a reply should be received within 48 hours (as per the website). People get infuriated when that timescale drifts by serveral days .

I also think people that are calling to raise queries are getting a very different service to those that are using email, hence the differing views on CS.

It may be too late for me but I hope things improve.

    Related discussions

    Thanks @Rudi for your response. If you have a chance, please put a request to the management to choose Amazon as the preferred sales partner for the next product release.

    I hope it all makes a difference in the end and probably soon @Rudi
    Appreciate you acknowledging this and for the words that followed

    I actually got a reply from support - not to the ticket I raised a week ago, but a separate follow-up email I sent last night. No resolution as of yet, but it’s enough to passify me for now. To be fair the email read well and felt like a personal response.

      Rudi I think this reply is what everyone wanted, just Nothing to acknowledge the issues they’re facing. Most of us here understand this is Nothing’s first big product and there are going to be teething issues and things will only get better over time. From what I can tell, it seems the issues (at least in India) have more to do with the local partner Flipkart and BYD’s QA/QC than Nothing itself, and Flipkarts handling’s (from CS to logistics/fulfillment) is causing people to have a bad impression of Nothing. I just hope most regular (those outside of the community) understand it’s a learning curve for nothing and that this isn’t Nothing’s fault.

        7 days later

        Update on getting the refund for the Pre-order Pass: This is another headache I’ve been going through. Flipkart was supposed to resolve it by today of the complain I raised on the day of returning my phone. Now they’ve extended it to 10th August.

        I’ve also heard from some people that the Pre-order Pass isn’t refundable. I hope that’s not true.

        Anyone from the Nothing team reading this, please please avoid Flipkart for any of your future products. These people are incapable and it’s just going to tarnish your brand image.

        Update 2 : Now been contacted by FK support and have been told that the refund will be initiated with 15 working days. Will update here once I receive the refund.

        Hi folks, I’m able to place orders for all the black versions at least since lunch time today and until now, in Portugal (EU market)! Something is happenimg, thinks are moving and it sounds good.

          OneMinusOne I actually got a reply from support - not to the ticket I raised a week ago, but a separate follow-up email I sent last night. No resolution as of yet, but it’s enough to passify me for now. To be fair the email read well and felt like a personal response

          I’m afraid I’ve heard nothing more from support (9 days since their reply).

          It’s now been over two weeks since my items were returned to sender, halfway through the delivery process. I still don’t know why the package wasn’t delivered , or when I can expect my order to be sent out again

          I have now ran out of patience and have asked support to be cancel my order and to refund all monies to me. I’m not confident that will happen without further intervention from me though.

          On Friday it will be 30 days since I placed my pre-order. That’s a significant milestone for UK customers because Nothing will be breaching the Consumer Rights Act by not delivering the items without undue delay. That’s not good, not good at all.

          So that’s me done as far as the phone 1 is concerned. I can’t see me coming back for a while, despite investing in the company.

            Saw this on twitter and was shocked. How can someone reply like this. There is an urgent requirement for training and quality control for these service centers. Hope nothing fixes this.

            Update:

              harsh

              That’s too rude. @Rudi bro do something.

              This will affect the image of company very badly.

              Edit- costumer support needs a lot of training.

                antoniodsoliveira 5 days ago I ordered my black 12/256 phone 1, I received it yesterday afternoon! In 3 working days! I don’t know if I’m an exception and a very lucky guy or if it is the normal procedure, if it is the last possibility things have drasticly changed and in the good way. Regarding the phone, there is nothing to point out, until now I didn’t noticed any problem with the screen or with dust particles inside. Nothing OS has been updated, everything runs normal. I didn’t have too much time to explore it but I’m feeling good with and hope it continues like that. I’m happy to have purchased it less than a month after the release and expect that this is the sign that they are on track again.

                  My order has now been cancelled and a refund issued (not seen the cash yet).

                  That’s 30 days to the day since I placed my pre order and brings to an end the worst experience I have ever had in terms of pre ordering a phone - and that covers a period of almost 30 years and 40+devices. During that time I have had two delayed deliveries; the Galaxy Nexus (software bug) and the Nexus 4 (fulfillment company cock-up). I have never had an order fail to arrive at all.

                  Maybe I’ll see you for the next ride, good luck all.

                  21 days later

                  I decided to get a refund. What a poor process that has been.

                  Managed to get the phone sent back, but then silence. I phoned yesterday, they confirmed they had checked the phone and that was it, done ‘nothing’. Now they want me to pay £8 for postage, so whereas I assumed they would just take this off the refund, they now will send me a link to pay for £8, and then I write back and give them the payment reference, and they’ll process the refund.

                  Of course, still no link to pay has arrived. How hard should it be?

                  • Rudi replied to this.

                    Locutus Hi there, Locutus.

                    Apologies for the experience you’ve had so far. We’re constantly learning with these challenges, and I assure you we’re taking them very seriously.

                    I’ll escalate this so that it can get sorted ASAP. Keep me posted here too, please.

                        Rudi Thanks for your help. I received the refund email this morning.

                          7 days later
                          16 days later

                          So, a month on, and nothing send me the link to pay £8 for postage!

                          20 days later

                          s_koushik_1138

                          hi friend,

                          I bought nothing phone 1 and disappointed. Returning the phone. There are dead pixels in the display.

                            10 months later