I don't like to disparage vendors - especially those who advance good technology and innovative marketing strategies. But there are exceptions especially when a vendor creates a needless and senseless quagmire for a customer. In my view, if something doesn't work right after a customer purchases a product that is under warranty, simply do the right thing – either fix it or replace it as quickly and easily as possible. In my case, OnePlus destroyed all credibility with me. Buyer beware - if you are considering purchasing a OnePlus smartphone, I encourage you to read this article. It is completely factual and honest, and hopefully, will prompt OnePlus to rethink its approach to customer service. You see, my malfunctioning OnePlus 2 smartphone was returned for service 3 times over a 3-month period. During that time, I was not able to use the phone. I'm still not confident that my phone works as it should. Most disheartening is that OnePlus flat-out refused to replace my phone.
I purchased a OnePlus 2 on February 2, 2016. I received my phone promptly, set it up, and started using it. I was impressed with the quality of the build and operation of the phone. For the price, I viewed it as a very good phone and did not hesitate to recommend it to my friends and customers as an alternative to the carrier-sold feature phones.
Everything was well with my OnePlus 2 until it stopped ringing in July. The phone was not dropped, did not get wet, and was treated quite well. I am the owner of Consider It Fixed, a computer troubleshooting, advice, and installation company. Part of my business is fixing smartphones and tablets. So, I tried to fix my phone figuring that the problem was most likely a software problem. I did not open the phone as I did not want to invalidate my warranty. I hunted for fixes online, reset the phone back to factor state, and tested the hardware - but I was never able to make the ringer work for more than a couple of days. I read online that this has been a known problem by many users and that a fix in software would be available at some point.
A phone that doesn't ring is not very useful. My customers, family, and friends had a hard time reaching me. I missed many, many calls. I decided to reach out to OnePlus tech support on July 28, 2016. They tried several fixes remotely and reset the phone. Once reset, it started to work again. Unfortunately, it was short lived. On August 8, 2016, a RMA was processed and the phone was sent in for repair. It was rapidly returned along with a simple letter saying that the software on the phone was updated. Again, I setup the phone and started using it, but the ringer would not ring. I should mention that I was using the stock dialer from OnePlus and only software installed from Google Play.
Here is where my frustration really began to build. Every time that I contacted OnePlus support, I had to start all over again as if my history didn't exist. Over a period of 3 months, I could not use my phone. My phone was returned 3 times for service. The problem was never resolved to my satisfaction. I exchanged close to 100 emails with OnePlus technical support. It's automatic RMA process failed to work repeatedly. Everything took far too long – too long to get a response, to get a manually created RMA, to get a technician to take ownership of my ongoing problem. After my 3rd return, I insisted that OnePlus replace my phone. I was told by OnePlus technical support that the decision would have to be made by its 'global team'. It took 5 days for OnePlus's global team to tell me the following:
"Thank you for keeping in touch. This is Sky and I'll be handling your ticket for today.
We've heard from our Global Team, we would like to clarify if you are using any apps for dialing or calling. Also, can we do factory reset one last time? Please make sure to backup your files before doing so."
It took the global team 23 days to tell me the following:
"Please let us know of the results for us to update to our Global Team. I do understand your concern. We have already endorsed this issue to our higher team but as per policy we can only process for repair and not replacement. Thank you for understanding."
OnePlus made the decision to ask me to send my phone in for a 4th repair after I had not been able to use it for over 3 months. They would simply not replace my phone that was under warranty and less than 6 months old. If you are considering purchasing a OnePlus smartphone, you may want to think about my experience. Further, a simple internet search will reveal several other unhappy customers. I cannot endorse OnePlus until it provides technical support that is reasonable and customer centered.
Below is a transcription of my interactions with OnePlus technical support at the start of my second return. My phone was serviced, but it was returned without any information on what was done to it. When I started up my phone following the repair, the ringer did not work. The transcription is long, but worth reading. It's a perfect example of what not to do.
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Consider It Fixed
Aug 10, 05:40 CST
Would you please make sure that your service partner understands the history of this phone and understand my request.
- The ringer is the issue. It works then it stops working. If you reset the phone as it is now, it will work again most likely.
- The phone has been returned for service once. On return to me, it worked for a short time. Then the ringer stopped working.
- As a tech who repairs phones and computers, I suspect that this phone will pass all tests without issue.
- Since this is the case and I have spent so much time on this, the only solution that I will accept is a replacement of the phone. I DO NOT WANT THIS PHONE BACK. I WANT IT REPLACED. If you return this phone to me, I will write an accurate blog entry on my experience with your company and return the phone for replacement again. I will not take the time to setup the phone and use it for a while to only have it stop ringing again. I can't spend any more time on this.
I'm not trying to be difficult. I'm trying to get a working phone. I have not been able to use this phone for 2 months now. I don't think that I am asking too much as your customer. I only wish that the phone was replaced on the 1st return. If you suspect that I am upset, I am. As your customer, it is hard for me to recommend doing business with your company after my experience. Everyone is very nice, but that doesn't really matter when you have a phone that you can't use for 2 months. Are we in agreement? If not, please escalate my case to your management.
Best,
Ian Warhaftig
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Drew (OnePlus)
Aug 11, 02:23 CST
Hello Ian,
Good day!
Thank you for reaching OnePlus, this is Drew from Technical Support.
Regarding with your concern, please be informed the device in no longer covered by the 15 days return/replacement period. You can refer to the details of the OnePlus Return Policy here: https://oneplus.net/privacy-and-legal#returnpolicy.
I am afraid to say that we are unable to process your replacement request. Your device has finished thorough inspection from our service partner's Engineer. We have coordinated them the information that you provided to us about the issue on your device. Rest assured, your device will be working as new to its full potential after the repair.
Rest assured we will be keeping you updated regarding the progress of your request and notify you immediately the tracking information once the device is ready for shipment.
If you have any more concerns, please don't hesitate to contact us. Have a great day ahead!
Warm Regards,
Drew
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Consider It Fixed
Aug 14, 03:01 CST
I received my phone back from your service partner. There was no documentation with the phone. So, I don't know what was done to fix the problem. Can you send me information about what was done to fix my problem?
Best,
Ian Warhaftig
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Drew (OnePlus)
Aug 14, 05:58 CST
Hello Ian,
Good day!
Thank you for reaching OnePlus, this is Drew from Technical Support, I would be definitely glad to assist you today.
Please be informed that we have coordinated your concern to or Service Partner, we are awaiting for a response as of the moment. Rest assured we will notify you once we have an update.
We would love to hear feedback from your device. If you have any more concerns, please don't hesitate to contact us. Have a great day ahead!
Warm Regards,
Drew
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Consider It Fixed
Aug 15, 22:56 CST
I setup my phone today. I have received 3 phone calls and the ringer is silent. The ringer volume is at max and the ringer sound tests perfectly. This is the phone that has been returned twice for this issue. I insist that this problem be escalated. I have been unable to use this phone for over 2 months now. Additionally, tell me what was done to my phone on the last service as no documentation was returned with the phone.
Best,
Ian Warhaftig
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Consider It Fixed
Aug 17, 09:48 CST
OnePlus Support – You have to do better than this. I sent in my email below on Monday and have not yet heard back. It is now Wednesday night. My phone has been returned to you twice for repair and it is no better today than it was 2 months ago. I have not been able to use my phone because most of the time it does not ring. I have asked to have the phone replaced. I am told you will repair my phone and "Rest assured, your device will be working as new to its full potential after the repair." HOW DOES NOT BEING ABLE TO USE MY PHONE FOR 2 MONTHS AFTER RETURNING IT TWICE FOR SERVICE SHOW THAT I AM BEING WELL TAKEN CARE OF? My phone doesn't ring most of the time. You have failed at making me a happy customer that will happily refer my customers to you for a great phone. Would you recommend a vendor that has performed so poorly?
I asked last week to be told what was done to my phone on the last service as there was no documentation returned with it. I have not heard back from anyone on this.
I've been patient. But this is getting ridiculous. I am highly motivated to use my skills with social media and blogging to accurately tell all who are interested what my experience has been with your company. I will simply relay the facts. I will be accurate and honest. Having worked in the tech publishing industry for several years, I will gladly reach out to my contacts and provide them with the facts of my experience.
I have been patient but I am no longer going to be so as you leave me little choice. All I want is a working phone. Please give me that. It's what I paid for.
It is your choice now – send me a new phone to replace this piece of crap or I will do what I do well.
Best,
Ian Warhaftig
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Justine (OnePlus)
Aug 19, 21:59 CST
Hi Ian,
Good day! Thank you for contacting OnePlus. My name is Justine and I will handle this ticket as of the moment.
I sincerely apologize for the trouble that this issue may have caused you. I understand that you want to get your device replaced immediately, you know what, I would also completely say and feel the same thing if I was in your situation. As you can see, I am also a mobile phone user myself, I know how important a functioning phone is for daily use. Unfortunately, as much as we want to honor your request, this is one of the many cases wherein we are unable to process a replacement. It is because your device under order number 1700933954 is already beyond the 15 days replacement policy; your order was delivered to you last February 12, 2016 and the replacement claim or the issue was raised only last July 28, 2016. If you want to know more about the policy and warranty that goes along with your phone, kindly visit https://oneplus.net/privacy-and-legal.
However, our team is very willing to help you resend your device for fixation. If you want to proceed with the repair, we are always here to give our full assistance.
We will be coordinating with our partner service center regarding the repair report of your device.
Thank you for your patience and understanding.
Best Regards,
Justine
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Consider It Fixed
Aug 19, 22:16 CST
Please process my repair again.
Ian Warhaftig
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Justine (OnePlus)
Aug 20, 22:30 CST
Hi Ian,
A pleasant day to you! Thank you for the reply.
Thank you for the confirmation and reconsideration. We will be notifying our partner service center regarding your decision. We will give you a feedback as soon as possible.
Thank you for your patience and understanding.
Best Regards,
Justine
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Consider It Fixed
Aug 23, 06:58 CST
Will you please get my RMA processed asap. I can't use the phone and need to get it fixed.
Best,
Ian Warhaftig
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Jean (OnePlus)
Aug 24, 00:10 CST
Hello Ian,
Thank you for the quick response.
Please create the Service Request for your device you can select the Repair process for your device.
Please see below for a quick step by step tutorial for creating an RMA:
Step 1: Head over to your my orders page (Hyperlink: https://oneplus.net/sales/order/history) and click the 'service request' button to begin your repair and warranty claim.
Step 2: Select RMA Type. You can select Return, Replacement or Repair.
Step 3: Choose the Items
Step 4: Fill in Reasons and upload attachment
Step 5: Confirm the email
Step 6: Choose or input an address
Step 7: Submit the RMA request
If you successfully submitted the RMA, you can find it under My Account > Service Request.
We highly encourage you to read and verify all the information before submitting the RMA request . Lastly, thanks you for your patience and cooperation.
Best,
Blaire
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Consider It Fixed
Aug 24, 03:15 CST
Please process my RMA manually. It didn't work on the 1st or 2rd return. I'm not going to waste any more of my time.
Best,
Ian Warhaftig
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Blaire (OnePlus)
Aug 27, 20:54 CST
Hi Ian,
Thank you for contacting OnePlus Support. My name is Blaire and I will be handling this ticket today. Sorry for the inconvenience this has caused you. I will do my best to address your concern.
The RMA you have created was already accepted. Please check your email from time to time because you will receive an email regarding the shipping label and instructions. Let us know if you have shipped you device in order for us to follow its parcel.
If you have further questions, please let us know.
Best Regards,
Blaire
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Jean (OnePlus)
Sep 3, 22:41 CST
Hi Ian,
Good day!
Thank you for reaching OnePlus! We're delighted to be of service. I'm Blaire from OnePlus Repair, Replacement and Return team, and I'll be assisting you today.
Your repair has now been completed and you will receive your repaired device shortly.
Here is the tracking number: 963295870003132. To be updated of the status of your package, please do enter your tracking number after accessing this link, https://www.fedex.com/apps/fedextrack/?action=track&tracknumbers. Subsequently , Please do inform us and keep us posted with the status of your parcel so we'll also be updated about your situation.
Thank you once again for choosing OnePlus!
Please let us know if you have any questions and concerns. We greatly appreciate your patience and cooperation.
Kind regards,
Blaire
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Consider It Fixed
Sep 3, 22:43 CST
Can you let me what was done to my phone?
Best,
Ian Warhaftig
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Von (OnePlus)
Sep 4, 09:47 CST
Hi Ian,
Good day! This is Von from OnePlus RRR(Repair, Replacement and Return) team.
Please be inform that for the repair detail, software was reloaded and all test pass. You will also receive the report report along with the repaired device. Should you have any questions, just let us know.
Have a nice day!
Regards,
Von
OnePlus Customer Support
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Consider It Fixed
Sep 4, 22:50 CST
Drew,
Being sorry and taking good care of your customer are 2 different things. Trade placed with me. I bought a phone from you and it developed problems. I should send it in and have it fixed within a few days. In my case, I haven't been able to use my phone for 3 months. No one in your company has taken ownership of the problem phone. No one has done the simplest thing like acknowledge that this is a problematic phone and replace it. All your support organization does is repeat the same process over and over. If you pride your company on torturing your customers, you win. If you think that I would ever recommend your company and products to anyone, think again. On the second return, my phone should have been replaced. Don't tell me about your policies – they are absolutely wrong. No one has escalated my case. No one has done the right thing for me. Your company is a nightmare to this customer who paid good money for a working phone. Your techs rely on your tests to determine if the phone is good or no good. What if the tests can't pick up on a problem in the firmware or ROM that is a few situations doesn't work right? Perhaps this is the case with my phone.
Why does your company make this so hard on its customers? Why isn't anyone empowered to do what is right? Is it good to have a customer who can't use their phone for 3 months and has sent it in 3 times only to perhaps send it in a 4th time? Shame on OnePlus for ever putting a customer in this position.
When I finally get a phone that works from OnePlus, I will publish a full and detailed account of my experience as a OnePlus customer. As an ex-writer and tech analyst, it will be widely read. I'm not threatening here. I'm only asking for a working phone. I do feel it is important to provide information on my experience so others won't have to endure what OnePlus offers its customers.
Best,
Ian Warhaftig
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Drew (OnePlus)
Sep 4, 22:30 CST
Hello Ian,
Good day!
Thank you for reaching OnePlus, this is Drew from Technical Support, I would be definitely glad to assist you today.
I am very sorry to hear about your concern, I do understand you being frustrated experiencing this problem. This is really not what we want our customers to experience. I do apologize for the inconvenience that this caused you.
We would love to hear feedback from you after trying to utilize the device again. We will then be more than glad to apply further necessary action after we have a clear reply form you.
We would love to hear from you. If you have any more concerns, please don't hesitate to contact us. Have a great day ahead!
Warm Regards,
Drew
********************************************************
Sep 4, 09:47 CST
Hi Ian,
Good day! This is Von from OnePlus RRR(Repair, Replacement and Return) team.
Please be inform that for the repair detail, software was reloaded and all test pass. You will also receive the report report along with the repaired device. Should you have any questions, just let us know.
Have a nice day!
Regards,
Von
OnePlus Customer Support
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Sky (OnePlus)
Sep 7, 05:08 CST
Hi Ian,
Thank you for keeping in touch. My name is Sky and I'll be handling your ticket for today.
I apologize for all the things you had to go through just to get your issue taken cared of. This is definitely not the experience we want you to have. I know that no amount of words can ease the frustration you feel right now.
I have already escalated your ticket to our Global Team. The replacement has been requested as well but it is still subject for approval.
This issue has been noted, and it will be reviewed by our Global Team. Once we receive an update from them, we will notify you the soonest possible time.
If you have further inquiries and questions, please don't hesitate to contact us back.
Best regards,
Sky
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Nrwater (Consider If Fixed)
Sep 10, 02:47 CST
Do you have an update for me.
Best,
Ian Warhaftig
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Shane (OnePlus)
Sep 11, 02:08 CST
Hi Ian,
Good day!
As for your request, we are still coordinating with our Global Team regarding the replacement that you requested. We have already added the ticket to priority list so that we will be able to resolve the issue in a timely manner.
Have a great one!
Best,
Von
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Sky (OnePlus)
Sep 12, 20:41 CST
Hi Ian,
Good day.
Thank you for keeping in touch. This is Sky and I'll be handling your ticket for today.
We've heard from our Global Team, we would like to clarify if you are using any apps for dialing or calling. Also, can we do factory reset one last time? Please make sure to backup your files before doing so.
Please let us know of the results for us to update to our Global Team.
I look forward to hearing from you soon.
Best regards,
Sky
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Consider It Fixed
Sep 13, 04:59 CST
This is ridiculous! I have returned this phone 3 times for repair. I have reset this phone so many times I've lost count. I have been on the phone with tech support for hours trying this and that.
I am using your stock dialer. The phone rings sometimes and sometimes it doesn't. Most of the time it doesn't ring.
I HAVE NOT BEEN ABLE TO USE THIS PHONE FOR CLOSE TO 3 MONTHS NOW! YOUR GLOBAL TEAM HAS THE BALLS TO ASK ME TO SPEND MORE TIME PLAYING AND TESTING THIS PHONE. YOU HAVE GOT TO BE KIDDING. SEND ME A NEW PHONE. I REFUSE TO SPEND ANY MORE TIME PLAYING WITH THIS DECREPID DEVICE. WHAT IS WRONG WITH YOUR COMPANY? DO YOU THINK THAT I HAVE TIME TO PLAY WITH THIS PHONE ANY MORE. 3 MONTHS – YES THIS HAS BEEN GOING ON FOR 3 MONTHS. I HAVE NOT BEEN ABLE TO USE THIS PHONE FOR 3 MONTHS. SEND ME A NEW PHONE. THIS IS THE ONLY SOLUTION THAT IS EXCEPTABLE. DON'T YOU CARE ABOUT YOUR CUSTOMERS AT ALL? I GIVE UP…YOUR COMPANY IS MESSED UP AND PROVIDES THE WORST SUPPORT I HAVE EVER EXPERIENCED. SEND ME A NEW PHONE. JUST FOR ONCE, DO THE RIGHT THING FOR THIS CUSTOMER.
Best,
Ian Warhaftig
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Sky (OnePlus)
Sep 14, 00:15 CST
Hi Ian,
Thank you for keeping in touch. This is Sky and I'll be handling your ticket for today.
I apologize for the inconvenience this has caused. I know how frustrating it is. We'll definitely help you resolve this matter as soon as possible.
I have already updated the Global Team about your response. I am still waiting for an update from them. I'll personally handle this ticket for you, once I receive an update from them, I will notify you the soonest possible time.
Please let us know if you have further inquiries and questions.
Best regards,
Sky
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Consider It Fixed
Sep 17, 20:04 CST
Sky,
It's been 10 days since you contacted me about reaching out to your global team about replacing my phone. How can it take so long to get a response? My fondness for your company continues to grow.
Best,
Ian Warhaftig
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Sky (OnePlus)
Sep 20, 17:48 CST
Hi Ian,
Good day.
It's my pleasure to be in touch with you again. This is Sky and I'm more than happy to assist you.
We humbly ask for an apology regarding this matter and also for the delayed response. I would like to inform you that we are currently dealing with our Global Team regarding the issue you're facing off right now. I really understand that no amount of words can ease the frustration you feel, but. I'll assure you that from the moment we can received any updates from them, we will notify you directly because we at OnePlus, value our customers more than anything else. We won't settle until we give you the service you deserve.
We are here to help you in the best of our knowledge and abilities. Thus, we really appreciate your patience and cooperation.
Best regards,
Sky
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Consider It Fixed
Sep 23, 18:32 CST
It is now 16 days since my case has been escalated to your global team and I am no better off than I was on June 28th when OnePlus was contacted about problems with my phone. In 5 more days it will be 3 months that I have been unable to use my phone. Each email tells me that OnePlus cares about its customers and will take care of me. Your actions represent that worst technical support this customer has ever witnessed. When will your company do anything for me aside from wasting my time?
Best,
Ian Warhaftig
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Drew (OnePlus)
Sep 24, 23:52 CST
Hi Ian,
Thank you for your patience. We are really sorry to hear you are experiencing again issue with the device that was sent back after repair. They normally just fix the reported issue. Please send us a copy of your repair report so we can process another repair request for this. We will ask you to send the device for another repair. We have advised our partner to prioritize your device, and since they already scanned the IMEI during the first repair, they could detect that this was recently sent for repair and they will process it with high priority
Best Regards,
Drew
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Drew (OnePlus)
Sep 25, 20:30 CST
Hi Ian,
We humbly ask for an apology regarding this matter and also for the delayed response. I would like to inform you that we are currently dealing with our Global Team regarding the issue you're facing off right now. I really understand that no amount of words can ease the frustration you feel, but. I'll assure you that from the moment we can received any updates from them, we will notify you directly because we at OnePlus, value our customers more than anything else. We won't settle until we give you the service you deserve.
We are here to help you in the best of our knowledge and abilities. Thus, we really appreciate your patience and cooperation.
Best Regards,
Drew
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Consider It Fixed
Sep 25, 02:45 CST
Drew,
Forward to Sky. This phone has been in for repair 3 times. I am not sending it in for another repair. It needs to be replaced. This is the only acceptable action. If you really want to be of help, you need to read the entire history of this sad phone and your company's failure to provide proper service. Please do not waste my time as has happened so many times over the 3 months of this issue.
Best,
Ian Warhaftig
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nrwater (Consider If Fixed)
Sep 29, 21:42 CST
Sky told me that my issue was being escalated to the global team. This is because the phone has been in for service 3 times. It passes all tests, but fails during actual use. If another return is all you are willing to do after such a terrible experience with my phone and your company, then I will publish my experience for all interested parties. I have given your company more than ample opportunity to right this situation. I will stop requesting a correct response from OnePlus. I will do my best to let future customers know about my experience. Your company is pathetic and others need to know this.
Best,
Ian Warhaftig
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Consider It Fixed
Sep 29, 06:08 CST
How much longer do I have to wait to get a reply from the global team? It's been 21 days since my request. I haven't had use of my phone for over 3 months now. What the heck is wrong with your company?
Best,
Ian Warhaftig
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Drew (OnePlus)
Sep 29, 20:47 CST
Hi Ian,
Good Day!
I'm sorry for the delay response.I hope you understand. I really understand that no amount of words can ease the frustration you feel. I am sorry to inform you also that we cannot process replacement anymore for your device however we can have it for repair. As this is the policy that we have for OP2 devices.
Keep safe and have a great day ahead.
Best Regards,
Drew
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Drew (OnePlus)
Sep 30, 01:38 CST
Hi Ian,
Good Day!
I do understand your concern. We have already endorsed this issue to our higher team but as per policy we can only process for repair and not replacement.
Thank you for understanding.
Best Regards,
Drew
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Drew (OnePlus)
Oct 8, 02:25 CST
Hi Ian,
Good day! Hope you have been well.
It has been quite a while since the last time we hear from you. I will now be tagging this ticket as closed. If you still need our assistance, you can reply to this email. You also have the option to create a follow-up ticket then.
Should you need further assistance, please don't hesitate to contact us.
Have a good day! #NeverSettle
Best Regards,
Drew
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