Tell every PC gamer you know: Dough, formerly Eve, is ready to issue refunds

Every time I write about Dough, the PC gaming monitor company formerly known as Eve, some people tell me to stop! They say Dough scammed them out of money or sent his monitors too late to care or misled their attempts to get customer support.

Today, I am here to tell you about an opportunity and a promise.

The opportunity: Dough now wants to fix his bad reputation. The company now claims that if you fill this customer problem resolution formyou can get your refund or other help fast. the mass says the edge It has already issued 25,000 formless refunds, with just 2 percent pending, and now serves customers as soon as a few hours after they request it.

The promise: If you contact Dough and don’t get quick satisfaction for your experience with the Eve or Dough Spectrum or V tablet, I want to know for a story on the edge. So does Lewis White, deputy editor of Optional Stealthwho deserves credit to get dough to start talking about widespread refunds. Here is your email. Here is mine. Tell us what happens.

The context: I hope you have some burning questions about why Dough is doing this now. Me too! At the beginning of 2021, Engadget‘s”All about Eve: the new PC brand struggling to pay customers who have stood up” portrayed a struggling start-up that couldn’t afford to refund early customers after some bad, if not worse, business deals.

But what today‘s Dough Can’t Afford is a bad rap as it carries its monitors to retail.

“Especially now that we’re launching online retail and shipping from our 48-hour web store, we really want to enhance our reputation,” says Eve and Dough co-founder Konstantinos Karatsevidis. The edge.

“This is an effort that we have been making for some time now that we are entering retail,” adds the head of marketing Javier Leal.

“Now that we’re in a better place, we’d like to address any remaining reputation issues,” the company said. wrote on Reddit — in a reply to Optional StealthThe post asks the community to share stories about the company. (You could say that she got mad at Dough.)

If Dough is telling the truth, he’s in a different place than he was a couple of years ago. the mass says the edge it has shipped more than 10,000 monitors and is now able to keep them in stock, putting the company in “a position where we can constantly work to provide all outstanding refunds,” says Leal.

But when I pressed on whether the company had money available for those rebates and whether some customers would wait longer than others, Leal admitted that “not all of them can be issued right away” and that it would be “much harder” to help customers who bought the Eve tablets. V of the company

“This (offer) only includes Eve and Dough customers who purchased a Spectrum monitor. As we have mentioned in the past, Fortress Tech was a separate entity, so we did not receive any of the money used to place the orders that were not fulfilled,” Leal writes.

Leal even claims that the company’s hands are legally tied there: “According to the requirements established by our investors, we must comply with a certain financial governance framework. This means that since Fortress customers did not purchase from us, we must refund our customers (Eve and Dough) prior to any goodwill action towards affected Fortress customers,” she writes.

If you are a “Fortress” customer, you would fill out the form and email Lewis and me anyway. I don’t see a way for Dough to save his reputation by ignoring his early followers; if he really wants to fix this he will help everyone.

For what it’s worth, Dough claims that’s exactly what he’s doing: He says there are only 170 customers left to refund from the Fortress Tech debacle and 2 percent of pending monitor refunds and that all of them should be complete “very soon.” soon”.

“We remain responsible for all Dough and Eve customers and will make things right for any that have not yet been fixed, which should be very soon as you can tell by the numbers we have provided,” he writes. Loyal.

Again: if you don’t get your refund “very soon”, tell Lewis and me. I’m at sean@theverge.com; He’s at lewis.white@gfinity.net.

• How does Dough explain my buggy monitor? Dough says that after surveying 12,000 customers, “we’ve only gotten 126 people to respond with firmware issues that affect the use of their monitor as expected.” There are many qualifiers.
• What happened to those who bought the QHD 144Hz monitor that Dough didn’t even start to develop? “With initial delays and competitors entering the market, all orders for the QHD@144Hz model have been cancelled, so we have no customers for it at this time. All customers with orders should have been refunded.”

If at least one person is still waiting for their order, I’d like to know.

• Why are we filling out a form? Dough doesn’t have my information already? “We have all the data in our system and we are issuing refunds based on that, but the form serves as a security measure to ensure that no one gets away from us (…) we have made many changes to our internal systems throughout of the entire life of the company and in some cases some orders do not transfer correctly, which means that we do not notice their status until the customer communicates and we manually look up their information.”
• What if I want a different monitor instead of a refund? “In most cases, yes, we offer the option to change your order to one of the models currently shipping. (…) If the price of the model to which you change is lower, we will refund the difference. If it’s higher (which is rare), we can ask them to pay the difference.”
• This all sounds reasonable; Any other reason you can’t reserve one of Dough’s promised OLEDs? Even if we take all of Dough’s statements at face value and assume that the last outstanding refunds will soon belong to their rightful owners, one thing is for sure: this company has a awful history of shipping products on time.

I asked Dough if there were any errors in the above frame. from Reddit, and the company could not find any. I also loved the Reddit post below.