[Nubia Red Magic 5G / 5S Guides, News, & Discussion] adwinp:
Hi, I'll jump into the conversation as it's similarly relevant to my case.

I agree with the rest of your arguments, but including the part where you, yourself mentioned possible nitpicking & in a limited context, will side with the OP.

I have a feeling you try to see the best in people & also in this case, focus on the "human being".

That's noble of you, but let's keep in mind that at the end of a day, we're (as client) making a financial transaction &

expecting/owed

reliable support. It's not the client's worry how the supplier (in this case, Nubia) sorts out his support structures, but the supplier, needs to manage client expectations & deliver a service of relevant

quality

.

1: I'd agree with the OP, that Nubia has terrible support.

- being fully aware that they are providing a

global service

(assuming OP reached out via the global or EU portal), should provide adequate support - meaning service desk agents or support staff with adequate command of the English language.

-

responsiveness

- my particular case has echoed OP's experience - terrible response times. To the extent of "some benefit", they did follow up on some questions with a week's/week & a half, delay.

-

knowledge & eagerness to provide client satisfaction

- they will never tell you that they don't know something but will consult internally & come back to the client with a satisfactory response (I was asking about the reason behind the differences in power adapters in the different regions - global/china).

-

misc

- not following their legal obligations & releasing adequate GPL code within required timelines (example: kernel).

- the device is crippled on unlocking the bootloader (fingerprint scanner stops working). Understandably, any activity AFTER unlocking a bootloader (example: messing with system files) is not RedMagic's worry, but the sole fact of just unlocking the bootloader should not cripple functionality. Relevant behaviour in other OEMs (Sony Xperia - the camera stopped working after unlocking the BL, but they fixed their approach in time).

2: they will not take ownership for blunders & do their best endeavours to make it up to the client.

Case: I ordered my phone on the 10th of April, it was stuck in processing for 2 weeks (their shipment policy mentions a maximum of 4 days for processing). It's still not here (major city in the EU). Even in the most pessimistic variant, the device should have been at my doorstep, yesterday at the latest & I'm looking at a delivery near the end of the week.

They cancelled the first FedEx shipment, were not forthcoming/(fully) transparent regarding the cause.

Mistakes happen, but if I were a supplier who's keen on building brand loyalty & focused on the quality of my service, I'd go miles to try to make it up to the client - in this case, I would have at least expected the fastest shipping & maybe a gesture of reparation (some accessories, or at the very least discounts for purchases in the future).

The only thing which kept me from going for the Black Shark 4 Pro was the absence of an under-display fingerprint scanner. I admit that RedMagic seems to be the current leader of the gaming phone niche, but other OEMs have caught onto this segment & in a year or two, should RM keep their current approach/practices, will start losing relevancy, as at the end of the day, client satisfaction is all that matters & this should be the foremost priority of any business owner.