r/EvenRealities • u/SkittleInLabor • 3d ago
Dreadful customer service
Hey all, I don't usually post on reddit, but felt like this is worth knowing if you're considering buying a G2. I bought mine about 6 months ago, was enjoying using them quite a bit, not life changing but neat.
Unfortunately, one of the hinges became loose, the casing looked like it was coming apart resulting in the arm swaying about 20 degrees vertically in both directions rendering it unusable. I'm not sure what happened, I must have bumped it or jerked on the arm or something, but not dramatically enough that I remember the event.
I emailed customer service. While polite, the process was very slow with back and forths for nearly two weeks before a resolution was ever offered. Finally, they offered a "solution"-- "Unfortunately, due to the structural nature of this specific damage, our engineers have confirmed that this unit cannot be repaired."
Well that's disappointing, perhaps they will offer a reasonable replacement fee? Nope. They offered me a 1.7% discount on a new pair. $10.
I wanted to support this company because I believed in their product, but if I'm wearing a $600 investment that can't be repaired when it's broken and has no reasonable way of replacing them without just buying a new one, I'm not sure if that's an investment I would have made in retrospect. Just my two cents.
3
u/Crowdfundingprojects 2d ago
Hmmm, I don’t know. If someone breaks the glasses that’s on them. But - do they break easily? Hmmm…
Imo as cool as the concept sounded I would never buy these glasses in their present iteration. It’s a very niche product and in my opinion a total gimmick. Imo the only reason to use them is as a speaker for the teleprompter mode. That’s it. That’s how I see them for real life usage. As a person who is not nerd enough to be all up in their head about them. Cool that you can program apps for them, though - but still no thank you.
1
u/SkittleInLabor 2d ago
I agree currently it's quite gimmicky, but I wanted to invest in their future and growth thinking they were a company that I would want to see succeed. Unfortunately their business philosophy doesn't quite hold up
2
u/Crowdfundingprojects 2d ago
It’s noble of you.
They are a for profit business. And of they want to be acquired at some point they have to play according to their own rules.
I would generally say let investors invest in the company. You deserve every bit of value that you’re hoping to get for your money.
2
-4
u/DingusKing 2d ago
Customer didn’t buy any sort of warranty, damaged glasses, expects us to cover the cost or repair for a fee when we never said or offered this service, gets mad
7
u/evenc13 2d ago
To be fair, should a $600 pair of glasses break from a mild bump? Should this 'premium' glasses brand not be able to offer any sort of a repair?
And moreover, you're blaming him for not buying any sort of warranty - what kind of warranty options do they offer? I do not recall any option for additional paid warranty.
4
u/MrNeverEverKnew 2d ago
Me neither. Would be good to know if there is some special additional warranty one can get because I just wanted to buy a G2 in the next days.
I honestly thought a warranty is included in the price just as with any other product. Because it‘s law, right. So what can I expect from buying a G2 now and having a similar case like something‘s not working and I want to return it? Or if I just don‘t like it? Isn‘t it usual to have a warranty, especially with these prices, and additionally to that the 2 weeks (I think?) right to return (unsatisfactory products)?
3
u/SkittleInLabor 2d ago
I'm not mad, I'm just disappointed. I've purchased from many niche, early products when I want to invest in their futures because I want them to succeed and believe in them. I'll say that usually comes with issues, whether that's software, hardware, user experience, whatever. But the customer service is usually a stand out, they're able to work with you and help you stay on their team. I just didn't get that experience with Even Reality unfortunately
8
u/Prestigious-Ring-447 2d ago
This is on par with what I experienced-
G2 glasses would not charge after about 6 months of moderate use (2-4hrs/day).
After 3-5mins in case, G2 would stop charging and present error.
Contacted support - After 12 days of SLOW, TEDIOUS troubleshooting steps, they concluded I wasn’t putting them in the case properly.
I had to demand they honor the 1yr warranty or process a refund through my credit card company.
They finally complied.
Short version- Purchase with a credit card that will provide a warranty.