Disappointed with Customer Service

DaveCooper_HWVV3BTd2B · 2025-09-27T15:57:54+00:00

Ich mochte mein Telefon wirklich (3). Die Software ist so schick wie die Reihe von Anpassungsoptionen. Es begann jedoch alles auseinander zu fallen, als ich ein Problem hatte. Ganz schnell bemerkte ich Fremdkörper unter der klaren Glasplatte und als jemand, der meine Telefone makellos hält, fand ich dies inakzeptabel. Ich forderte daher einen Ersatz an und Nothing stimmte dieser Anfrage zu. Zu meiner Bestürzung war es ziemlich klar, dass mir ein anderer zurückgegebener Artikel geschickt worden war, da die Vorderkante des Rahmens abgebrochen war und der Bildschirmschutz einen tiefen Einfluss darauf hatte und auch Trümmer unter der Rückseite hatte. Das Gerät war eindeutig auf eine harte Schleifoberfläche fallen gelassen worden. Ich stellte fest, dass sowohl beleidigende als auch respektlos und so darauf bestand, auf einer Rückerstattung zu bestehen, die nach einer unangemessen verlängerten Periode endgültig bezahlt wurde. Ich habe meine Leere mit einem Pixel 10 Pro XL gefüllt und bin froh, dass es immer noch in perfektem Zustand ist. Ich weiß, dass Nothing immer noch relativ klein ist, aber es muss sowohl die Qualitätskontrolle als auch die Montage und den Kundendienst verbessern, wenn es darum geht, die folgenden Anforderungen zu erstellen und zu halten.

DaveCooper_HWVV3BTd2B

I really liked my Phone (3). The software is so slick as are the array of customisation options. However, it all started to fall apart when I had a problem.

Quite quickly, I noticed foreign bodies beneath the clear glass panel and, as someone who keeps my phones pristine, I found this unacceptable. I, therefore, requested a replacement and Nothing agreed to that request.

To my dismay, when the replacement arrived, it was quite clear that I had been sent someone else’s returned item, since the front edge of the frame was chipped and the screen protector had a deep impact gouge on it AND it also had debris under the rear panel. The device had clearly been dropped onto a hard abrasive surface.

I found that both insulting and disrespectful and so I insisted on a refund which, after an unreasonably extended period, was finally paid.

I have filled my void with a Pixel 10 Pro XL and am happy to report it is still in perfect condition.

I know Nothing is still relatively small but it needs to improve on both quality control, during assembly, and customer service if it is to build and retain the following it needs.

CMF1_hacker

DaveCooper_HWVV3BTd2B IP68 does not mean dust-proof, like some people believe. It indicates that after an 8hr run at particular pressure with talcum powder at 75 microns circulating within a chamber that nothing is observable inside of the unit. I personally don’t care, but I would recommend that people don’t expect the absence of foreign bodies on a phone with a translucent cover as that will likely lead to dissatisfaction.

Did you precisely request a nice unit? If so, what did NOTHING state in reply? If I was in your position, I would’ve requested a new unit and would execute a chargeback based on your country of origin if you remain unhappy.

Stereobasic

DaveCooper_HWVV3BTd2B i’m really sorry for you. I think it’s sad that you cannot experiment the phone 3 properly as for me it’s the best phone i ever had. Love it so much and love the Matrix a lot too. And only this phone offer that feature. Anyway the support service was not sized correctly and inevitably when there are not enough people the results are bad. In an interview the founder recently said that this was the next level to clearly improve and I believe that indeed they should not delay too much because a bad experience leaves its mark. Some consumers are more patient than others, some are used to tinkering or finding fallback solutions, or just being patient, but the majority have neither the knowledge, nor the time in their lives, nor the desire to have to deal with something that does not work well. The fact that they send you an used broken unit seem crazy. I would have been furious too so i understand why you give up. As for me all software issues have been addressed and fixed pretty quickly so for now i’m happy.

DaveCooper_HWVV3BTd2B

The phone had never left the house and had been in a case. The debris was too large to have not already been in situ during manufacture.

Of course I requested a “new” replacement device. I’d only had it a few days when the problem became apparent. I have now received a full refund but I won’t be dealing with another niche brand again. I wanted to support a British based company, since that is where I’m from but the experience has left a bitter taste. How on earth could any company representative have packed the so obviously damaged replacement into a box and shipped it?

CMF1_hacker

DaveCooper_HWVV3BTd2B yeah, I fully agree with you. There are really niche and can be very problematic at times. I don’t support companies EVER based on location (lived in several capital cities around the globe) as that always ends in disappointment. I understand they’re headquartered in the UK and are the countries newest unicorn (£1B market capitalisation) but I don’t think that’s a good reason to support them. I support them based on their technology but as you rightly say, I expect little support and no replacement parts as they’re far too tiny. I’m also in the Golden Triangle and work with biotech/pharma SMEs and understand how unique this environment is compared to everywhere in Europe.

I have found with NTL that the left hand doesn’t understand what the right hand is doing. I test products for them ad hoc and it’s still unclear how to send precise information to the correct department for remedy.

Anyways, I hope whatever phone you purchase next treats you better and have a pleasant weekend.

DaveCooper_HWVV3BTd2B

CMF1_hacker I ended up getting the Pixel 10 Pro XL and it is very impressive, albeit without all of the customisation options Nothing offers.

CMF1_hacker

DaveCooper_HWVV3BTd2B I guess I’m not totally being honest here; I am an underdog professionally and would like to see Google suffer, which is why I’m here. I don’t like all of the my data being mined by them and I hope that NTL’s AI plan takes off so at least I’ll have options. There will be pain on this road though, such as what you’ve experienced (time lost; not fiscally).

Coldpaw

That’s actually very disappionting to read. Defects during mass-manufacturing can always happen and I think Carl Pei even mentioned a couple of times how keeping the products dust free during production is a challenging process.

When I unboxed my NP3, thee first thing I did was check for any dust or other issues behind the rear glass panel, luckily it was as spotless as it should. Yet if I would have encountered some, I would also have requested a replacement immediately: This is a very expensive phone and the transparent design is one of the key features of this device. If that’s faulty right away, it should be replaced.

Being sent a replacement unit in such a bad shape can only be described as disrespectful, a spit in the face to the customer even. If that would have happened to me, this would have been my last Nothing product for sure, regardless how much I like their products. Something like that simply shouldn’t happen after spending so much money on a new phone.