Carl
I’m genuinely glad I can finally respond directly to the founder. Last time I tagged you, I received a strike—apparently for raising concerns about the rapid depreciation of Nothing products and the underwhelming software experience on the Phone (2), which I bought at launch.
I also suggested the addition of a few useful system apps and shared feedback on improvements. I regularly post reviews based on my experience with several Nothing and CMF products. However, my posts often get merged by community moderators, which waters down the key points. It’s frustrating and unhelpful.
It also seems that Nothing consistently avoids direct engagement with Indian customers. Most communications happen through third-party channels or intermediaries, which isn’t a good look. The situation with service centers is even worse—many third-party authorized centers actively avoid offering proper support, leading to a poor after-sales experience.
Additionally, there’s a concerning attitude from some European users—particularly from the UK—who dismiss Indian users’ complaints as “whining.” Yet when Indians respond firmly, they get penalized with strikes, comment deletions, or warning emails. If a device heats up to 42°C and the service centers are unhelpful, where else can users turn for assistance?
Recently, the Phone 2a blast incident came to light. Instead of transparently investigating the issue, your team reportedly threatened a YouTuber with 2 million subscribers. As a responsible CEO, do you believe this is the right way to handle such a serious concern?
Would your approach have been the same if this happened in the U.S. or Europe? Would you have threatened customers or content creators there, or would you have prioritized a fair investigation?
Let me be blunt: the after-sales support for Nothing products in India is subpar, worse even than some smaller brands. Your team becomes visible only during product launches, and then disappears when users raise legitimate issues. Feedback is ignored in favor of predetermined strategies based on the European market.
According to community sentiment, nearly 75% of Indian users are dissatisfied with after-sales support across Phone (1), Phone (2), and Phone (2a) lines. Issues range from hardware defects to persistent software bugs.
You once said Nothing would release one or two products a year, focusing on quality. Now, it feels like you’ve shifted to a quantity-over-quality approach—prioritizing launches over customer satisfaction. If this continues, Nothing risks losing its foothold in the Indian market entirely.
