Success returning the phone?

[jascospeed]

I finally got my refund. Process went smoothly for the most part, refund posted in 7 days. Hopefully essential stays around as I'm still pulling for them to do well. Ph-1 wasn't for me but looking forward to version 2 and I might be back

 

[bhvol]

Update on my efforts to get a replacement or return: 9/13 Essential tells me I will get a replacement due to screen response problems within 7 days. After two weeks, they never even contacted Asurion. Asurion takes over and tells me that it will take 5-7 days to be shipped since it was on back order. Called Thursday and was told I should have tracking number Friday. Tweeted Asurion today for help. Essential emails me today and tells me I am outside of the return window and need to talk to Asurion. I then called Asurion back and they offered to reimburse me after I buy a new one from any retailer and provide a receipt. Then within 1 hour I get a direct call from someone else at Asurion asking about a replacement. She said it was a referral from the CEO? This is odd in I had tweeted to Rubin over the weekend asking for help. Replacement ordered from Amazon today arriving tomorrow. Hopefully Asurion keeps their word.

 

[jascospeed]

Update on my efforts to get a replacement or return: 9/13 Essential tells me I will get a replacement due to screen response problems within 7 days. After two weeks, they never even contacted Asurion. Asurion takes over and tells me that it will take 5-7 days to be shipped since it was on back order. Called Thursday and was told I should have tracking number Friday. Tweeted Asurion today for help. Essential emails me today and tells me I am outside of the return window and need to talk to Asurion. I then called Asurion back and they offered to reimburse me after I buy a new one from any retailer and provide a receipt. Then within 1 hour I get a direct call from someone else at Asurion asking about a replacement. She said it was a referral from the CEO? This is odd in I had tweeted to Rubin over the weekend asking for help. Replacement ordered from Amazon today arriving tomorrow. Hopefully Asurion keeps their word.

After all that I hope it works out. However I don't have full confidence in Asurion. You were better off asking for a return only then if you still interested ordering a new one. Replacements are risky and I ovoid them.

Sucks they are giving you a hard time, my return was handled properly and surprisingly pretty fast.
Emily was nice to deal with.

 

[fernandez21]

Sent my phone back sat, just got an email saying my refund will be processed in 7-10 days.

 

[dannyar11]

phone is definitely not worth 700 but I repurchased one on swappa for $500 mint and its definitely much easier to stomach at that price. Its a beautiful device with smooth software. The problems with the camera are being addressed with every update to the point where its now a usable to above avg camera. The only other issues are the speaker mesh which essential is aware of and sending out replacements. I have yet to encounter this on my original device which I sent back or on my swappa purchased device. best feel in the hand compact phone ive ever owned. It will stay in my rotation even after my pixel xl 2 and iphone x arrive.

 

[aitt]

phone is definitely not worth 700 but I repurchased one on swappa for $500 mint and its definitely much easier to stomach at that price.

That's a shame the value dropped that quick so fast on resell. I won't be returning back to Essential. If they get all the kinks and logistics worked out for a possible Gen2 device that would be great, however I'm over the company.

 

[fernandez21]

Just got my credit back for my essential phone. Overall painless, but you got to be patient.

 

[Guy Katz]

Is it fair to assume that all the return issues are with essential store bought phone only? I assume one should not have any issues with Amazon bought phone. Is this correct?

 

[anon(9918034)]

Is it fair to assume that all the return issues are with essential store bought phone only? I assume one should not have any issues with Amazon bought phone. Is this correct?

You are subject to Amazon return policies. Why return it? Each update has made this phone even better.

 

[1901Madison]

Is it fair to assume that all the return issues are with essential store bought phone only? I assume one should not have any issues with Amazon bought phone. Is this correct?

This is correct. I had zero issues returning the phone to Best Buy.

 

[modifier]

Is it fair to assume that all the return issues are with essential store bought phone only? I assume one should not have any issues with Amazon bought phone. Is this correct?

Mine was easy to return to Essential. In total it took 7 days to receive the envelope and see the credit back on my card. Not everyone has had a bad experience. The Internet just makes it seem that way.

 

[eshropshire]

I read the article too. They sold less than 5,000 units total. Their toast!! Andy's money train is running out. See ya Andy.....


Essential Phone From Andy Rubin Sold Only 5,000 Units

I did not see anything in the article that indicated Essential's money was running out. Essential has big backers with deep pockets. They have invested a lot of money with Andy and Essential has a big war chest. No doubt the first round has been bad and hurt Essential financially, but it is not a mortal blow.

 

[fernandez21]

I did not see anything in the article that indicated Essential's money was running out. Essential has big backers with deep pockets. They have invested a lot of money with Andy and Essential has a big war chest. No doubt the first round has been bad and hurt Essential financially, but it is not a mortal blow.

You also have to remember they're a small company. So 5,000 sold at $700 each is $3.5 million. Not sure what their expenses are like, but a very small staff helps.

 

[modifier]

@eshropshire @fernandez21 Agreed. The Essential Resources app shows 10,000-50,000 installs so they've sold over 10k units by now.

 

[fernandez21]

Mine was easy to return to Essential. In total it took 7 days to receive the envelope and see the credit back on my card. Not everyone has had a bad experience. The Internet just makes it seem that way.

Yeah, my return was pretty easy, just got to be patient, especially with their email responses, generally takes a day or 2 to get a response.

 

[PhiPsi32]

So I waited and waited. I never received the promised return envelopes. I contacted Essential. They emailed me a return label (FedEx Express Saver). Phone went back and received a charge back within two days. Ultimately, it wasn't a bad experience.

 

[Andres Sepulveda1]

I absolutely loved this phone only problem is I get zero service at my home. I live in a rural area but even the most basic smartphones I've had have gotten some signal. With the essential phone I got nothing. So I emailed them and got a quick response. I'm glad I did because I thought it was 30 return. So I told them the situation and in their reply the rep said I passed the return period. So I looked up their return policy and found that I was in the return period. I emailed them back and said as per their return policy I have 15 days from receiving the phone to start a claim. They said sorry their mistake. In their reply they said they were going to send me a return envelope in 7-10 business days then I have to take it to FedEx to get sent back to them once they receive it, it would then take another 7-10 business days to get credit. I started the process on November 17 it's now December 8 and I just got an email from them yesterday saying they received the package and should expect refund in 7-10 days. FedEx tracking showed they received it Monday at 9am and I just got the email yesterday. Seems like a long process to get refund. Most companies send you a return slip via email that you can just put on the box and send it back. Making return process a lot faster. When I sent back my pixel 2 I got credit back the day after I sent it back. Sorry essential but customer service needs to be improved.

 

[trido#AC]

Keep us posted on your return all this NO customer service has me concerned.I may just take mine back to best buy pay the 35 restocking and keep my oneplus5t.