@mathieumn I’ve actually just sent my phone back on Sunday! Hopefully it’s in Poland now getting repaired. Looking forward to it hopefully arriving in good time! Yet to receive an email about what I can expect in terms of a timeline, but I’d really just prefer they send me a new phone that they verify actually works. If I’ve stayed the return I see no reason why I should have to wait, as I’ve paid for a functioning phone and having one delivered to me really ought to be a top priority, regardless of how busy things are.
1 Like
Hi!
It’s been 2 weeks since I’ve sent support@mudita.com an email concerning my phone’s issue and appart from an automated reply with a number, I had no feedback whatsoever. Today I recieved an invoice, designated as “finalsaledocument” and another email to rate my “experience” with Mudita Kompact. I honestly believe that you have a lot requests and so on, but please tell costumers something. This silence is not good for your reputation, which might be harmful for your future and I believe you have a great product here!
Best regards,
Filipe
1 Like
@filipe , @amurra88 We seem’s to have the same issue.
A simple problem but without any news from the Mudita Support.
I think that I will ask for refund.
I’m ok with technical problem, but i’m not ok with “customer ghosting”.
@urszula Thanks for your support but if your colleagues don’t want to treat the customer satisfaction, it’s useless. It’s not fair for your customers and for you (first line 
).
Best regards and good luck to retrieve your money
Mathieu
1 Like
@filipe I just spoke with our customer service Lead, @Lukasz_Siecinski
He will get back to you right away. I am so sorry for the delay. I’m doing all I can to get this taken care of.
1 Like
Hello everyone, @urszula
My previous words mentioned the fact that I had not received any news about my tickets.
Honestly, I change my words because I heard news.
Long story short, customer support is overloaded (as you might expect), linked to the launch of the Mudita Kompact, which is in itself good news (a product that sells is a good sign).
I had encouraging answers, so personally I will be patient.
The fact of not having news made me doubt Mudita’s seriousness, this is no longer the case.
So I take this opportunity to thank the people with whom I was able to communicate, I wish them much success in handling customer service (I have already experienced the launch of a new product, it is never simple) and if it can be useful for others, I would simply say to wait.
Obviously, a customer service cannot say such a basic sentence, hence the annoyance it can provide but being a simple customer, I can.
Having received a response, I am reassured about the customer relationship and I would like my experience to reassure people waiting for a response.
2 Likes
@mathieumn Thank you for letting us know. All of us are doing the best we can under the circumstances. For the time being, I will also be joining our Customer Service team over the weekend to help answer customer inquiries.
@urszula, thank you very much! I was already contacted and the phone is on its way to Poland. I can imagine it must be hard for Mudita but that is also a good thing: it means you are selling your product and I’m very happy to be able to use it one day. But a simple advise, as a costumer who’s completely on your side, and like some people wrote before me, you’ll have to develop a strategy to be able to answer a little faster.
Kind regards to all
1 Like
Hi,
I was in the same situation, shipped back the device, arrived in Warszawa on Wednesday. I really wished you guys had shipped the replacement device immediately, as this is not the first occurence of the problem. Instead, I have to wait for the device to be examined, despite the thing being sent back the same day it was delivered to me…
I understand the support is submerged in tickets, but it would be lovely if you prioritised “honesty” (don’t really know how to express this, but basically, trust the customer and ship a replacement device).
I still ordered a green protective case in the mean time, because I really want to use the phone, and have read that the case can prevent the fingerprint sensor to activate unwantedly.
Looking forward to get the new phone!
Regards,
Julien.
1 Like
@darenju Hi Julian- I am checking on your issue & I will get back to you once I get some more info.
Hello Urszula,
Thank you for taking my issue in consideration. I am really anticipating receiving the new phone and setting it up. Last week I placed an order for a silicone case, which is likely to arrive before the phone itself…
Have you had any feedback from the folks on your side?
Thank you.
1 Like
In other good news, the case left Poland today.
My girlfriend is going to Kraków starting tomorrow, shall she go get the phone there herself? 
I’m joking. Can’t wait to get my hands on the Kompakt again. I wish people around me would ask questions about it just like read on another thread.
1 Like
@urszula hi, my phone arrived in Poland last week. When will the replacement be sent? Also, I have had no email communication…
2 Likes
@amurra88 Yes, I can confirm that we got the phone last week, on Thursday, June 26th. Our team is on it. I’m going to ping customer support for an ETA on when you should expect the device to ship back to you. I am sorry for the delay. I’m doing my best to move this forward.
Same here, no reply from Support since exactly last week. Last email exchange on Wed 25.
Any way you could ping support for me as well, @urszula ? Thank you.
1 Like
@amurra88 I have an update for you: Just heard that your device is being checked right now. I am, now, just waiting for info as to when a device with the correct MuditaOS K will be sent out.
@darenju I’ll check what’s happening with your device as well.
We’ll over a month now with very little support except here in this thread. I was send a warranty link to complete by customer support, completed it expecting a return label to be generated but a whole week later and nothing. Please advise.
I’d honestly have given up and returned for a refund by now if it wasn’t literally the only option for me right now (tried numerous dumb phones and this seems to be the only one that meets my needs, can’t go back to iPhone as it massively disrupts my ability to manage my adhd and light phone 3 is out of my budget)
1 Like
@benearle I am so sorry for the delay. I’ll step in to help & get this taken care of ASAP for you.
@benearle You should have a shipping label in your inbox 
Let me know if everything is clear.
@urszula Had a similar issue, I was sent influencer demo versions of Kompakt by accident. I sent them back a couple of weeks ago, but have heard nothing since then! I emailed support to check in but they never responded. When will the replacements ship?
1 Like