Dear Community,
I’ve just finished writing up a bit of an essay that I’ve sent to the Customer Support channel.
This was written without mean intent, rather a plea for some transparency and communication.
Please read what I wrote below.
"Dear Team,
I am reaching out with an enquiry/complaint. I’m certain I am not the only one.
I did not expect this level of disappointment given the lack of transparency surrounding the order status of my, and assumably others, 12GB Pre-Order in the EU/UK. Especially from a brand talking about being community-driven.
Understandably, shipping/supply chain constraints around the world will be playing a factor and the large volume of hype/orders that were built up surrounding the company.
As we near 1 month after the initial ordering (July 12th), I’d like to highlight that my only official communications surrounding my lack of order fulfilment has come in the form of an apology on July 21st, 9 days later. Since then, 18 days have passed, with today being August 8th, the stated estimated shipping date on the Nothing.Tech site as of a couple of days ago and even at third parties, with Amazon having stated August 8th as well, but now showing out of stock, implying they either sold out immediately, or Amazon was also told the date of 8th of August with that order having not been fulfilled.
As a community investor, I am so happy to have seen the positive response surrounding the 8GB versions that people have gotten their hands on, both in the EU/UK and further afield. However, this further “bittens” the sweet experience I had anticipated for myself and makes it hard for me to continue to recommend it to family and friends.
My enquiry is as such, when can I expect to hear more about my order? - Not where is it, not when will I receive it, but simply, when will I hear from you directly about the order? - While I lurk in the Discord community and check in on Nothing.Community, I feel these are not fully appropriate channels to reach out to a customer who has placed an order. Rather a direct, albeit a standardized group message, but a direct message to your customers.
My complaint sits as such: this experience has left a sour taste in my mouth, the £20 gift voucher was a nice gesture, but now I fear that even if I place a future order before the end of the year, I may not expect to receive my order within such a time frame. Additionally, I would also not know if I would expect to receive the order within this time. This trust will need to be restored on my next order, otherwise, questions arise surrounding what we can expect as a customer from your brand, in terms of supply chain, shipping and communications.
A Pre-Order is understandably, a pre-order, I would not have placed the order without understanding that delays, setbacks or outright company-side cancellations may occur. But the lack of communication, acknowledgement or update, even if fortnightly is not what I expected, even with pre-orders.
I do not want to cancel my order, and won’t be, in fact, I am eagerly awaiting the email to come through that my order has been shipped, but needless to say, I expect I’ll be waiting a while still.
Thanks,
Dylan
"
TLDR: I get there can be issues, I’d just like to be kept in the loop.
I hope that wasn’t too long. While a bit rambly, I just wanted to put my thoughts down for the brand to review, as such, given the community-led nature, I thought I’d share it with you guys as well. I’m not a large voice in the community, but I am a voice and one that I’m sure some people will echo, or disagree with.
Please, I hope this can open a discussion surrounding other people’s experiences, and what they’'d like to have had the pre-order experience be.
Namely, what do you guys think has gone well with the Phone (1) Orders? Also, what’s lacked?
Cheers,
Dylan
