Pebble founder Eric Migicovsky says his 30-day warranty is all about trust

Pebble 创始人 Eric Migicovsky 表示：30 天保修的核心在于信任

Pebble founder Eric Migicovsky says buyers of its new e-paper smartwatches should know what they’re signing up for and trust Pebble to make things right if they run into issues, despite the short warranty. “I think the most important thing is trust,” Migicovsky told me in an interview this week. “Do people trust the product that we’re making and do they trust the company and the people behind it?” Pebble 创始人 Eric Migicovsky 表示，尽管保修期较短，但购买其新款电子纸智能手表的用户应该清楚自己所选择的产品，并相信 Pebble 在遇到问题时会妥善处理。“我认为最重要的事情是信任，”Migicovsky 在本周的一次采访中告诉我，“人们是否信任我们制造的产品，以及他们是否信任这家公司及其背后的团队？”

Migicovsky revived Pebble early last year, after the original company shut down in 2016. The new generation of Pebbles has the same aesthetic, but with updated tech, including larger e-paper displays. I was excited about Pebble’s return after missing out on the originals, but hesitated after noticing their 30-day warranty. That’s about as long as the Pebble Time 2’s battery life, so you might not even need to charge it before it’s no longer covered. While I ended up ordering a Pebble Round 2 that I’m still waiting for, others have also raised concerns about the watches’ warranty. 在原公司于 2016 年倒闭后，Migicovsky 于去年年初重启了 Pebble。新一代 Pebble 保持了相同的美学设计，但采用了更新的技术，包括更大的电子纸显示屏。我曾因错过了初代产品而对 Pebble 的回归感到兴奋，但在注意到其 30 天保修期后产生了顾虑。这几乎和 Pebble Time 2 的续航时间一样长，这意味着你可能还没来得及充电，保修期就已经过了。虽然我最终还是订购了一块 Pebble Round 2 且仍在等待收货，但其他人也对该手表的保修政策提出了质疑。

People have also reported running into hardware issues early on, like the front glass cracking on the Pebble Time 2. Earlier this week, Migicovsky addressed the issues in a blog post, saying Pebble has replaced 330 Time 2 watches for free so far, out of over 19,000 watches “in the field.” 还有用户反映在早期使用中遇到了硬件问题，例如 Pebble Time 2 的前玻璃面板开裂。本周早些时候，Migicovsky 在一篇博文中回应了这些问题，称在已售出的 19,000 多块手表中，Pebble 目前已免费更换了 330 块 Time 2 手表。

Pebble’s blog says it will “continue replacing reasonable reports of glass cracking for free as long as we can. At some point, we will shift to offering a replacement at a highly discounted amount.” Additionally, Pebble is “looking into” offering replacement parts so people can do DIY repairs on their watches. Pebble 的博客表示，公司将“在能力范围内继续免费更换合理的玻璃开裂报告。在某个时间点，我们将转为提供大幅折扣的更换服务。”此外，Pebble 正在“研究”提供替换零件，以便用户可以自行维修手表。

While Migicovsky hasn’t offered a timeline for when a shift might happen, he emphasized to The Verge that “an immensely small percentage” of watches have had this issue, adding, “It’s, for all intents and purposes, no skin off our back whatsoever to just offer straight up free replacements for anyone who has a problem.” 虽然 Migicovsky 没有给出政策调整的具体时间表，但他向 The Verge 强调，出现此问题的仅是“极小比例”的手表，并补充道：“实际上，为任何遇到问题的用户提供直接的免费更换，对我们来说完全没有任何负担。”

“At every step of the way we’ve communicated, over-communicated about what to expect [and] what the product’s going to be like.” Pebble warned customers in its announcement for the Pebble 2 Duo and Pebble Time 2 that they shouldn’t buy one if they need a “perfectly polished smartwatch,” noting that “Things could not last as long as you’d like.” “在每一个环节，我们都进行了充分甚至过度的沟通，告知用户应该期待什么，以及产品会是什么样子。”Pebble 在发布 Pebble 2 Duo 和 Pebble Time 2 时就警告客户，如果他们需要的是一款“完美无瑕的智能手表”，那么就不应该购买，并指出“产品的使用寿命可能不会如你所愿”。

“This is effectively a grassroots, bottoms-up relaunch of something that we love, and really wanted to see exist in the world,” Migicovsky told me. “In terms of how we support the product, there’s just certain things that we could sign up to do, and there’s certain things that we couldn’t.” “这实际上是一次自下而上的草根式重启，是我们热爱并真心希望存在于世的东西，”Migicovsky 告诉我，“在产品支持方面，有些事情我们可以承诺做到，但有些事情我们确实无能为力。”

“You can expect a product that’s going to work great, and something that will make you smile, but we can’t guarantee it for maybe the length that other companies or other consumer product companies could with their supply chains and networks of stores all around the world to help with replacements. We just don’t have that.” “你可以期待一款表现出色、能让你会心一笑的产品，但我们无法像其他拥有全球供应链和门店网络来协助更换的大型消费品公司那样，提供同等时长的保修承诺。我们确实不具备那样的条件。”

“It’s a Pebble, through and through,” Migicovsky says. “If you enjoyed the first go around, you’re going to love the second go around. But that having been said, it’s not exactly the same as the first era.” “它彻头彻尾就是 Pebble，”Migicovsky 说，“如果你喜欢第一代，你也会喜欢这一代。但话虽如此，它与那个时代的产品并不完全相同。”