Let me share my experience first. I have had both, negative and positive experiences.
My negative experience was with 3rd party service center in Bengaluru (F1, HSR Layout). I have had to visit the service center 4 times for my phone 1 and ear stick. I was having dust inside the back panel and the service center technician was not a professional. The service center was empty and only my phone was inside the repair room. I could see how sluggish they are. They were really viewing YouTube tutorials to figure out how to switch the glyph lights on and off. The rear panel cleaning took the technician three full hours. However, I could still see dust when I got the phone and activated the glyphs. Then another hour was squandered. They cleaned it at last after 4.5 hours, however I had to ignore the 2-3 dust particles that were still there. When it came to the ear stick, I was having problems with noise distortion. I explained to the technician that I was having trouble and that I needed to reset my buds every two days to fix it. He legit, in front of me did a reset, and said, here done, now you won’t face any issues. this was the worst experience ever.
My positive encounter was at the Exclusive Nothing service centre, in Bengaluru. To get my earstick fixed, I went there. The woman seated there was attempting to reproduce the problem and asked for evidence, which I obviously couldn’t provide because it occurs arbitrarily. After that, I met Mr. Rahul, who solved my problem in the next five minutes. I appreciated how he handled things and recognized my problem. Along with outlining the precise cause of the problem, he also replaced my outdated headphones with new ones with updated designs, and I haven’t had any problems since.
Some points which I want nothing to improve further:
- In general, improve after-sales support in India.
- Understand the customer's situation and help them.
- Make sure 3rd party service centers are not damaging customer’s products. If they are then nothing should look into this and help the customer out.
- Getting a solution is very time-consuming in the current system. Nothing should have a team that closely looks at every matter for a faster and better solution.
- Nothing support should have some authority over 3rd party SCs. Most of the time if you call Nothing support they will tell you to contact SC. Then when you call SC they will tell you to contact nothing support. This loops keeps on going and this should be solved.
- Make some changes to warranty claim policies. Small dents and scratches can’t damage internal components and cause issues. If it does then why does nothing have a YouTube video showing a durability test where they drop phone 1 with force?
- Nothing support on the website, call, email, twitter, etc should provide more info rather than saying “pls visit SC” every time.
