Nothing needs a proper technical support escalation system — here’s why.

sumukh_kulkarni3 · 2025-12-04T05:52:12+00:00

I think it’s time we openly talk about this. When we report issues through Settings → Feedback, a ticket is created — but based on my experience, it’s almost always routed to a non-technical support team. And the responses we get are honestly pathetic. Totally irrelevant replies, generic troubleshooting steps copied every time, and the most annoying “factory reset your phone” solution for literally every issue. I’ve reported 3-4 real bugs so far in Nothing OS 4.0 — bugs that are also reported by dozens of users in the community. And for all of them, the only response I got was: ➡️ “Please visit the service centre.” How exactly is a service centre supposed to fix software bugs instantly? For my recent Android Auto issue after updating to Nothing OS 4.0 (again, widely reported by others), support even went as far as blaming my car instead of accepting the issue and forwarding it to the development team. And here’s the real problem: 🚨 User-reported issues are NOT reaching the development team. They’re getting lost in long, repetitive, back-and-forth email chains. I have proof — and I’m sure many others do too. After multiple rounds of irrelevant replies, any customer will eventually lose patience, stop responding, and the ticket gets quietly closed. No resolution. No analysis. No escalation. Every single reply is just: Generic template response Basic troubleshooting Zero technical investigation No communication to the engineers who can actually fix the problem This system is broken. ✅ The only workable solution: Create a dedicated technical support escalation team whose sole job is to analyse user-reported issues and forward verified bugs to the development team. I’m absolutely confident about this: If these issues reach the developers, they will fix them. The problem isn’t the dev team — the problem is that the reports never reach them in the first place. Until this gap is fixed, genuine bugs will continue to go unnoticed, customers will continue to get frustrated, and Nothing OS will continue to carry unresolved issues that could have been fixed months earlier. Nothing can do better. Nothing should do better. And it starts with proper technical support.

FabioR 🇩🇪

Anonymous1123

Sure. But speaking from my personal experience, I feel heard. Responses are quick and the answers are good.

Remember, a company has to first go with their own vision and then hear to the majority feedback. Some people won’t be pleased, but that’s how it goes.

I’ve been called a fanboy, but I’m not. I just love what they are doing. I did a good amount of research before deciding to buy a nothing phone.

I report a lot and make suggestions over the feedback section, because I want the company to succeed and make everyone happy.

Some will come, some will go.

Take care brother

Womey

FabioR 🇩🇪

Fabio, genuinely curious, would you mind sharing an example of the type of support responses you’ve gotten from them?

I’m wondering if we’re receiving the same replies, but interpreting them differently, or if you’re actually getting something more detailed/ helpful than what many of us have been seeing?

Not trying to dismiss your experience at all, it’s just hard to reconcile the huge gap between what you’re describing and what a lot of us have run into across multiple tickets and devices. Seeing what “good” looks like on your end might help us understand whether the issue is inconsistency, volume, or something else entirely.

Thanks and we appreciate you sharing.

FabioR 🇩🇪

Womey

I’m wondering what kind of problems you ran into and what kind of response you are expecting?

Before I share my experience with you, please provide yours.

I’ll share mine, if I have the time for it.

Cheers

sumukh_kulkarni3

Womey On point!! I feel you!!

Womey

FabioR 🇩🇪

Sure - here’s the context you asked for.

The most recent CMF Phone 2 Pro update is a good example of what I mean: https://nothing.community/d/46765

The update introduced severe camera issues for a large number of users (blooming, red-tinted skin tones across all lighting conditions, inaccurate exposure, etc.). In my case, the update broke the entire imaging pipeline regardless of mode. Several other threads and replies report the same.

The problem isn’t just the bugs, it’s the response pattern.

Support typically thanks you for the report, but there’s no acknowledgment of reproducibility, no technical follow-up questions, and no indication that the issue has been escalated internally. You don’t get clarity on whether a problem is known, being worked on, or even understood. That’s what many of us are trying to highlight: the communication gap.

I’d genuinely be interested to see the kind of responses you’ve received, because if they differ from what many of us get, that’s useful to know. And if they’re the same, then it just reinforces the point that the structure here isn’t equipped for proper technical escalation with the consumer in mind.

Happy to share more specifics if needed and look forward to you sharing your hopeful support examples.

Stereobasic

And the masks fall once again…

MohammedZiauddin_fCJTOQkaNs

sumukh_kulkarni3 joined the Beta on my Phone 2, and literally i started facing issues with camera, 2x ( zoom ) video recording. I faced issues like videos jumps / glitches in the end, and i couldn’t take proper videos because of this, i was frustrated, i contacted nothing support via Gmail after recording the log and registering a feed back, they told me to wait, as they have forwarded this issue to nothing’s R&D to fix this bug, i waited i waited, for a month, no reply no fix, i contacted me again, they said it will take some time, so I gave up on them, like i really had to record vids for my brand so, this was interrupting very much… finally i rolled back after factory resetting, it was alright again, everything went smooth and optimised like before, days later, i got the notification of stable release of OS 4.0, i feared that, it would happen again… so I just downloaded the file and kept without restarting………. But what 2 days later i basically restarted phone WITHOUT KNOWING, AND MAN THE PHONE WENT TO OS 4.0.. like man all of the damn damn issues i hated, came back again, the camera thing, and something related to vibration of the phone aswell, i don’t really understand why they ain’t fixing it, why these many bugs brooooooooo…

sumukh_kulkarni3

MohammedZiauddin_fCJTOQkaNs Can’t do anything man!! In this community also we can’t complain. People will immediately come and start taking side of Nothing. Not sure if they are Nothing planted people or not. But person who paid for the product has no right and no platform to get his issues sorted with this brand. I already gave up and using the way it is until one day I smash this phone out of frustration and switch back to either Oxygen or One UI. It’s been a very very very bad experience with Nothing!!

FabioR 🇩🇪

sumukh_kulkarni3

You are definitely allowed to complain, nobody is holding you back from that brother.

But what I’m telling you is instead of complaining, just make a forum post, describe your problem, and ask for help there.

There are a lot of people, including me, who are willing to engage with you, to look for an alternative or temporary solution to your problem.

Nothing can’t make your problem magically disappear. Some things need serious investigation untill a fix can be applied.

Just be patient brother.

Or throw your device against the wall if you fell like it, although I would highly advise against doing that, since that also won’t solve any of your problems.

First try fixing the problem yourself. If that doesn’t work, look online in a forum for help. Alternatively, just ask Gemini or Chat GPT for an answer.

At least, that’s what I do most of the time.

I only go to the nothing support for system level bugs and errors or to make suggestions.

Try being calm and loving, instead of turbulent and filled with hate.

I promise, it’ll work wonders in every aspect of your life.

Much love

FabioR 🇩🇪

Womey

Thanks brother. Now I see what you mean.

The support tickets I made are not related to any major issues.

I only ran into minor inconveniences which don’t affect my general user experience.

The only detailed answer I got for trouble shooting, was regarding the mosaic pattern for contacts that appears, when you search for them in the app drawer.

I wrote this:

“Contacts from Telegram appear with this Mosaic.”

(I attached a screenshot with the issue)

I got the following answer from the support:

"Q1.Does the current problem still exist? Please describe your problem phenomenon and how the problem occurred（Your reproduction steps）；
Q2.Please update Telegram to the latest version to see if the problem persists. If it does, please share the version with me (Long press the table sign application icon - click on the details - view the version);

Q3.Could you please help me capture the problem log? Please follow the steps below to take a screenshot:

1. Enter Dialer input *#*[#570](https://support.nothing.tech/hc/requests/570)#*#*
2. Select"1.General log"
3.Turn on “Screenshot” 、“Record screen”、“Bug report”
4.Click “Start capture” then reproduce the issue
5.When issue happen please do screenshot, then back to logtool
6.Click “Finish & upload”, it may take few minutes, please do not close logtool，Stay on this page while the upload completes
7.After the log is uploaded, a dialog box will pop up displaying the log path. Please take a screenshot and send it to us.
PS😛lease indicate if you successfully uploaded the log, thank you.

We greatly appreciate your patience and understanding. Should you have any further questions or feedback, please do not hesitate to reach out. We are always available to assist you."

It turned out, that this pattern for contacts without a set picture is an intended feature.

I have expressed my opinion, that I find that irritating and that it should be replaced with a simple letter.

Regarding your problem though, I’d advise you to use a Gcam build until the problem is fixed.

Cheers

Womey

FabioR 🇩🇪

Thank you for sharing. Your experience is valid, but the larger issue is how support handles information. Community advice can only go so far if the back end of support is not functioning. Support should be able to act on a single, complete ticket, yet users are repeatedly asked for details they already submitted. That alone shows the communication chain inside support is broken. There is no confirmation that bug reports are actually reviewed, reproduced, or passed to technical teams, which leaves consumers unsure if anything ever reaches the people who can fix it. The corporate direction is always to “submit feedback,” but that process is exactly where most people get brick-walled.

This reminds me a lot of Jagex with RuneScape. There is no real player support, and the only time anything moves is when a big creator brings attention to it. That is not how a support system should work.

I don’t feel heard here outside of the community members themselves. The moderators rarely engage unless it’s convenient, and it reinforces the feeling that nothing we report is actually going anywhere.

pravyp

Updates on my exchanges with Nothing support. Since i raised the issue last week. They have asked me for all kind of proof including video of the phone with the box.

I am dealing with 2 extreme set of execs, one who is sitting at 3000 ft above sea level and sends me directions to get a log report but fails to let me know that the log reports can’t be accessed by file manager. I have just figured this out by googling and then finding the way to access the reports that i have now shared.

The other extreme are execs under sea level who basically copy paste solutions without reading what the issue is.

In between both these levels are lay men like us who unfortunately have purchased “Nothing”😭

sumukh_kulkarni3

Since updating to 4.0 a week back the Bluetooth levels are too high for music on my 2a and i am breaking my head with the support team. No progress other than all kind of asks and finger pointing in school directions other than self

sumukh_kulkarni3

pravyp Strategy of the customer support is to make customer lose his patience and stop responding to mails so that they can close the ticket.

sumukh_kulkarni3

FabioR 🇩🇪 Being an app developer myself from past one decade, I know basic investigation and determine whether it’s a user experience issue/actual bug. Taking AI model help is ofcourse a first and foremost thing. I have reported issues only when I am sure that it’s an actual bug/it’s not supposed to work the way it is.

Coming to your “Calm and loving phase”, i encouraged customer care support like it’s my company in the beginning!! But the way they handled it, “Calm and love” doesn’t deserve anymore!!

You can’t backup things/show sympathy to things which are screwed and show no signs of recovering!!

When calm and love doesn’t work, Atleast Criticizing should work(Honestly I have lost hope on this too)

FabioR 🇩🇪

Womey

If many people feel this way and their complaints are valid, the Nothing Team will have to address this issue.

Thank you for sharing brother

Cheers

Womey

FabioR 🇩🇪

That is the reason for this post and discussion? I’m trying to understand what kind of responses you’re getting that make you feel support is actually working, because I’m not sure what point you’re trying to make here. The entire discussion is about Nothing properly addressing issues… not the usual “they’ll get to it eventually” blanket line like you just responded.

Additionally your comment, "“From my personal experience I’d say that it varies depending on who answers your ticket.” - This in itself from what you mentioned, indicates a broken team for responses.

You don’t seem very open to other perspectives, so I’ll leave it at that. Good luck, and when you eventually run into something more complex than an entry-level issue, I hope the support experience works out better for you than it has for many of us.

Cheers

Bifrost

At times I’ve questioned if the automated responses are by Ai generation because some Ai tools now respond almost the same or even more detailed than the support responses. I’ve had similar futile efforts contacting support via email where the chain went on long and seemed like in a loop of Nothingness (no pun intended)

Please improve the system to get the relevant departments attention on matters in a reasonable time to find a solution and not frustrate device users.

FabioR 🇩🇪

Bifrost

From my personal experience I’d say that it varies depending on who answers your ticket.

There is one person in specific which name I won’t mention, that definitely uses AI to translate and enhance his responses.

Bifrost

FabioR 🇩🇪 Then Nothing support team needs improvement, there’s no value in me sharing screenshots here of the circles they have taken me on several tickets, maybe you can agree users deserve better attention to bugs issues, tech support regarding Nothing hardware/software than that. Only in recent years I started dealing with Eastern world companies support staff (post COVID) but it’s surely a custom shock to me Vs how things are handled in the western world, here’s hoping for some concern & care towards feedback.

FabioR 🇩🇪

Bifrost

Customer support has definitely suffered in the past 10 - 15 years.

Almost all the time, no matter where I talk or write with people, they are rather incompetent and don’t even speak my language or english fluently.

The good thing though is, out of necessity I fix almost everything myself and have learned a lot that way.

For a better world brother!

Bifrost

FabioR 🇩🇪 I asked Nothing Team to widen the reach of products through Latin America & Caribbean territories but it was not acknowledged satisfactorily, Only 3 Latin American countries listed if I remember, No Caribbean countries.. but that’s a whole other issue Vs this thread’s subject.. if they are a growing company they should have interest to expand in all demographics I’d assume or was this brand intended for a more Eastern region target?

Most issues addressed to Nothing US goes unresolved unfortunately.. but it is what it is..

FabioR 🇩🇪

Bifrost

I am not sure what the target audience is but I can tell you that I am in it and I am not from the east.

I choose a Phone 3a because it’s all I need.

It’s not to expensive, it’s stylish and unique, it isn’t cluttered with useless apps and customization features. It’s just enough.

Close to stock android, beautiful and minimalist UI, smart use of it’s glyph light gimmick, good cameras for the price (even a telephoto lens).

So yeah, I believe the target audience are people who put thought into their smartphone decision.

I don’t know much about the Latin American market though, so I can’t speak on that.

I wish that Nothing will expand worldwide. But I hope that they will keep their Identity.

This Phone definitely feels unique and I love it.

Cheers

themountofmint

Bifrost my region isn’t listed at all. I sent a feedback twice and idk to which side it was addressed in their support🤷🏼‍♀️ assuming that first time they likely didn’t do anything and second time their help somehow became useless because the problem somehow disappeared🤷🏼‍♀️ my device is on international firmware

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