I'm in the same boat. Going to start a chargeback with AMEX when I get to work later. Some official form of communication from the higher ups including Jason Mackenzie who is VP of sales formally of HTC so he knows how to launch a phone or Andy Rubin himself good mitigate most of our complaints and concerns.
Essential Order and Shipping Thread
- Thread starter ChuckG73
- Start date
I'm in the same boat. Going to start a chargeback with AMEX when I get to work later. Some official form of communication from the higher ups including Jason Mackenzie who is VP of sales formally of HTC so he knows how to launch a phone or Andy Rubin himself good mitigate most of our complaints and concerns.
Mine is in flight out of China. Should arrive tomorrow morning before 10:30. Ill keep everyone posted, At this point I would hang in there, as soon as you cancel it, they will ship out.
I was told last Friday mine was cancelled, but received my tracking number on Saturday. My tracking info has said pending for the last 4 days. Not only has it not actually shipped or updated, but I haven't received a refund either. At this point in time I don't know what to believe anymore other than I'm out $700 and I can't file a complaint with my card company until 15 days from when they said it was cancelled.
GuyWith4Kids
Well-known member
- Oct 3, 2013
- 194
- 0
- 0
mine shows an arrival date of September 6th which is not great but at least I know when I will get it.
I feel same way. I just want my money back at this point. I want nothing to do with this phone anymore. Essential has left such a bad taste that I just want to be done with them.
After reading the discussion on the camera chosen for this phone and that it's 2 years old where no amount of software upgrades will improve it, I decided to give up on this phone. They are using a 2 year old camera Sony IMX258 which will never live up to the Pixel ,HTCU11 and S8 results and now Note 8 which have better sensors with OIS or EIS and no amount of software updates will improve it. We were duped by Essential marketing on their camera specs especially for a premium phone. This camera will be no better than OPP 5.
In the same boat as a handful of people. Ordered the phone from Essential instead of Amazon back on the 19th because they said it was "Available now!", where Amazon's was just a pre-order. After no shipping, I asked to cancel my order on the 22nd and was told "It's too close to shipping we can't cancel it!". Didn't ship until a week later, and despite "Free 2-3 day shipping" it won't arrive for yet another week (my tracking info makes no mention of exceptions or inclement weather), where it may or may not actually work with my Verizon line despite being told it would work on all carriers.
I'm still interested in the phone itself, but I don't know if I've even been this misled by a single company within the first 2 weeks of the relationship, and I'm a Comcast customer! I've had to walk myself away from the ledge of doing a rage-return on this thing without even opening it, but I'm still not that far off from it.
I'm still interested in the phone itself, but I don't know if I've even been this misled by a single company within the first 2 weeks of the relationship, and I'm a Comcast customer! I've had to walk myself away from the ledge of doing a rage-return on this thing without even opening it, but I'm still not that far off from it.
Me too. The odd thing is that it says shipping date of 8/31, but shows that it was picked up on 8/30. Perhaps they are factoring in customs clearance? So, if I receive it on 9/6, the 7 days will have turned into 21 with absolutely no explanation, apology or even acknowledgment that they could not fulfill their promises. Also, I will receive the phone two weeks after my card was charged. Again, just terrible business practices. I will send it back and never buy anything from Essential again. My over/under for getting a refund is 3 weeks. I thought that Digital River was the worst possible company to have to deal with until this experience.
Yeah, I definitely feel stupid for thinking the email was real (given that never had to do that before). Should have waited and read up on this 
Going to try to cancel orders now: if phone/company still up in a few months (and they have improved their support, gotten next android update out before end of the year), I may see about getting it cheaper then. My current 3-year old phones till has onscreen time of 4 hours! :-!
Going to try to cancel orders now: if phone/company still up in a few months (and they have improved their support, gotten next android update out before end of the year), I may see about getting it cheaper then. My current 3-year old phones till has onscreen time of 4 hours! :-!
Please file a complaint with the BBB. At least that will force Essential to acknowledge all their weak points. They need to know the way they are conducting business is unacceptable. Our complaints on here only do so much.
To file a complaint:
https://www.bbb.org/consumer-complaints/file-a-complaint/nature-of-complaint/
Select "Business's product or service"
Search for Essential Products (right now it's not officially listed)
Scroll down and click "Enter business information"
Enter:
Essential Products
380 Portage Ave
Palo Alto, CA 94306
650-300-0000
info@essential.com
www.essential.com
Fill in your info and your complaint.
The BBB of Los Angeles and Silicon Valley will handle the complaint and contact Essential about it. If anything this will make them do something about their poor customer service. Even if you've received shipping already, if you had to deal with the poor service, file a complaint and upload your email conversations with CS.
https://www.bbb.org/consumer-complaints/file-a-complaint/nature-of-complaint/
Select "Business's product or service"
Search for Essential Products (right now it's not officially listed)
Scroll down and click "Enter business information"
Enter:
Essential Products
380 Portage Ave
Palo Alto, CA 94306
650-300-0000
info@essential.com
www.essential.com
Fill in your info and your complaint.
The BBB of Los Angeles and Silicon Valley will handle the complaint and contact Essential about it. If anything this will make them do something about their poor customer service. Even if you've received shipping already, if you had to deal with the poor service, file a complaint and upload your email conversations with CS.
i dont know whats going on. i tried sending an email to essential and it says email doesnt exist. i went to their website and it won't let me send them an email.
Final-MacGyver
Well-known member
- Dec 21, 2016
- 48
- 0
- 0
If they are not listening to their customers and not communicating to them after they have taken their money, then something needs to be done. I'm not saying to file a claim to shut down their business, but to at least address the concerns. If they don't then, they should be shut down.
bhatech
Trusted Member
- Nov 21, 2012
- 8,027
- 919
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Yeah they aren't at fault for anything, it's always someone else's fault. We don't know still they were hacked or if it was disgruntled employee or what. Essential said they are investigating and provide more info. So let's see what actually happened.
Logically speaking why does a hacker go against such a small target? Personally I feel something happened inside essential whatever that is, so let's see what they say.
bhatech
Trusted Member
- Nov 21, 2012
- 8,027
- 919
- 113
Highly doubt, you are assuming essential will provide the stock to Amazon in time to fulfill the orders. Given how difficult it's for them to manufacture and get the phones out, I'll be surprised to see if they can deliver that many phones for Amazon so that Amazon can fulfill their orders. My guess is Amazon will probably email customers on September 1st to say orders will be delayed. If you check the Amazon order it'll say delivery date pending. Essential probably said Amazon we will deliver stock before September 1st but if I have to bet I'll say that may be delayed.
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