I published an article about my experience with OnePlus technical support on October 24th: Peter Lau Are You Listening: Do Not Buy a OnePlus Smartphone. On October 29th, I received the below reply from OnePlus. Following that is my response.
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From: Ethan (OnePlus Support) [mailto:support@oneplus.net]
Sent: Saturday, October 29, 2016 2:01 PM
To: Ian Warhaftig <ianw@consideritfixed.com>
Subject: [OnePlus] Re: Ongoing Problems with OnePlus Technical Support
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Your request (723742) has been updated. To add additional comments, reply to this email with your message typed above this line.
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Ethan (OnePlus)
Oct 30, 02:01 CST
Hi Ian,
Good Day!
This is Ethan from OnePlus support team. Please be informed that this ticket has been endorsed to me, allow me to take over the case. I've had the chance to read on the article you attached on the email, as we'll we've reviewed the previous cases you've had on the support.
I truly apologize if this case caused you an inconvenience, it's never been our intention to put you in this predicament. We coordinated with concerned teams to validate the issues and with our Global Headquarters to discuss this matter and to be able to verify the optimum option we have to address you're concerns all at once. I understand that you've had frustrations all through out this case.
We have finally come up with a resolution to address your concern, we already received the approval from our Global Team to have a partial refund of this defective phone based on the calculations below:
Refund = Total Amount – [(Device Price/Warranty months)* Number of months device has been used by customer]
Refund amount = 349-[(349/12)*2]
= 349-[29.083*2]
= 349 - 58.16
Total Refund amount is = 290.83 USD
Please let us know if we can proceed. Thank you so much for bearing with us.
Best Regards,
Ethan- OnePlus Support
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Here is my response to this offer:
Ethan,
There is an old idiom - “A day late and a dollar short”. It means a miss time wise and a
miss moneywise. Simply put - too little too late.
I have repeatedly asked OnePlus to honor its warranty and either repair or replace my phone. Once OnePlus failed to provide me with a timely repair and a working phone, I requested a new phone. OnePlus was more than difficult to deal with and after a ridiculously long period of time only offered to repair my phone for a 4th time. Now that I have published my experience, OnePlus now offers me a partial refund – something that I never asked for. I would rather serve as a voice of warning about my experience with your company than accept your offer. I don’t want others to be drawn in by your marketing statements and share my experience.
As a business owner, I know one of the few things that I can control is my customers’ experience. I go out of my way to make sure that my customers comes first and are happy with the services that I provide. I treat my customers as I would like to be treated.
Hence, I am dissatisfied with your offer. If OnePlus simply fixed my phone or replaced it the first time or the second time or the third time that it went in for service, we would not be in this uncomfortable situation. I only asked for what you told me I should expect from your company:
“Fame and profits alone seldom equal respect. Respect comes from doing right things the right way and building something that matters.”
Please offer me something that will compensate me for not only the phone but for the time that I spent resetting the phone, the time that I spent waiting between requests for help, and the now 4 months that I have not been able to use my phone. It’s time for OnePlus to do the right thing the right way for this customer.
Best,
Ian Warhaftig, Owner
Consider It Fixed LLC
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