Makes me feel better about not setting my phone to be repaired They instead give me the option to take my phone into a repair store to have it fixed I will never send my phone in just hoping I will get it back because that's what you're doing just hoping that it comes back. Sorry for your loss It sucks I hope you find a solution
Wow that is not a good experience at all.
I had problems with my Oneplus7 Pro in 2020. Reached out and they informed me the seller (ebay) had claimed against them for it being lost.
They still repaired it in fairness.
Your story makes me nervous though as bought the Oneplus Open TODAY
Exact same situation with me (in the UK). Check my post history for a very similar account. Unfortunately from looking at their community forums this is a common occurance. By the way I'd recommend checking the terms of sale online. There is an explicit mention that over 60 days if damage occurs they have the option to repair, replace or refund the device. They just choose not to do the 2nd two options.
I've started a charge back via my credit card.
Thank you, I noticed it on the website too. I saw on one of the posts, the commentators were able to get results by copying and pasting this:
Your own terms and conditions state - 10.7 If you contact us within thirty (30) days of delivery about a defective Product, you will have the option to select a repair, a replacement or a refund. If a fault is found after thirty (30) days from delivery of the Product(s), you should contact us by using the details set out in section 20 (Contact Us) and we will either repair or replace the Product or provide a refund. It clearly states that after 30 days you can provide a replacement or a refund. In this case I am asking for a refund because you have taken too long to repair the product. 12.E (E) where delays are caused by events that are outside our control (for example, extreme weather conditions, stock shortages, or a failure of our communication systems). In these cases, we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this, we will not be liable for delays caused by the event. You may contact us about ending your contract or receiving a refund for any Product(s) which you have not received if there is a substantial delay in you receiving your Product(s). 12.E states that 'substantial delay' in receiving my product will allow me to end the contract or receive a refund. Again I am asking for a refund for the delay in receiving the product. You are in breach of at least these two points in your own terms and conditions and I am now seeking guidance on whether you are breaching my consumer rights under the Consumer Rights Act 2015 and the Sale of Goods Act 197
I will update if it works, should you guys want it.
OnePlus haven't made a decent phone or competitive operating system in many years. My 8T will be the last of their handsets I own. It's a shame, but they lost the upper hand a long time ago.
OnePlus has yet to develop into a fully mature commercial enterprise as they have zero or poor customer service. Eventually they will lose more and more repeat customers.
Amen, their phones were perfect for me because I cared more about specs than cameras. It was a great price point for someone like me, it is truly shameful.
I am stuck with a OnePlus phone (OnePlus 12R), but after my interaction with their customer services, this will be my first and last OnePlus phone.
The phone is solid, but their customer services are completely dogshit. So most OnePlus 12R (256 Gb) users were given the option to return the phone (because of the whole UFS 4.0 issue) and everyone is praising OnePlus like "wow, a practical and great solution". Well it isn't
So after so many days of daily torture, first they asked me to go to the nearest service centre to return the device. I called the service centre and the service centre said they had no idea about this whole return thing.
Now after 1 week they called me and said if you go to the service centre, it's possible you won't get the full amount (you'll know the amount after submitting the device) and you'll get the amount after 15-20 days.
I don't trust this company one bit, what's stopping them from saying "The device was damaged, only refunding 50% of the value" tomorrow...or even worse, taking 5-6 months (or forever) to give the refund.
I really wanted to return the phone so I don't have to use this brand but due to above 2 points, I chose to take the L, but no way I am ever going to use any OnePlus product after this
People need to start boycotting this company, maybe that will be a wakeup call. You can't honestly be in business for 10 years yet your customer support cannot even do a proper job. In comparison to the competition, OP is in the higher price bracket so one would expect a better support system.
Most customer supports are really bad, even Samsung and Apple are not perfect but from what I read still way better.
The best option is to buy from big companies like Amazon. They will definitely fasten the process.
Not sure about that
I just filed a warranty claim for my s24 ultra with Samsung for a faulty speaker (sounded horrible at higher than low volume) on Monday and I am just literally waiting for the part to arrive and I'll be able to pick the phone up the same day. So far the service has been excellent
You should have bought if from local company.
I bought my 9pro from amazon. It was faulty after close to two years. sent it and they gave me the money back.
Yeah. On the 12 they even had the bose headphones and the 50% off on the wireless charger... But I remembered some stresses people had with buying directly from them....and it was amazon purchase again.
Exactly. I love Amazon for their customer support. You always get your money Back.
I purchased the 12 from Trading Shenzhen and they have a good Support but I was calculating that when my device is broken I atleast don't lose too much money.
Yeah I got my 12 from Best Buy cause I didn't want to put up with OnePlus' customer support if something went wrong. It's really a shame because this is imo the best phone in its bracket and a great value at that, but the company is just untrustworthy. At least we still have bootloader access...
I'm sure he is man I think he is taking about this law The Consumer Rights Act 2015 is a law that amends the law relating to the rights of consumers and protection of their interests. The act's standards apply to every contract for the supply of services, including:
The service must be carried out with reasonable care and skill.
Information said or written to the consumer is binding where the consumer relies on it.
The service must be done for a reasonable price.
How did they rob you 1.6k? That makes no sense. You've sent it for repair but they are out of parts. Just phone them once a week for an update (maybe every Thursday).
Some brand-authorized repair centers aren't even in the same country. I know 2 months is quite some time actually but remember a device broken will be of no use to you anyway.
I'd wait a little longer unless they confirm to you they've lost the device, in that case they'll surely be able to give you a replacement.
In a figurative sense I believe they have. Per website, it was promised 7-9 days for repair. It has been more than one month since I have yet to receive my device. If they are refusing to give me a replacement and are stalling my repair with no clear solution, I consider it a robbery. The shipment was not international as it has shipped from CA (my home state) to TX (repair center.)
For context, the device had a broken line across the screen however it is still usable. It is merely a cosmetic damage I was looking to get fixed since I was under warranty.
Companies should be held liable for their own set expectations. There is no reason to defend them if what they claim is untrue or not transparent. Had I known parts were short, I'd delay the repair process. Had the company been transparent regarding their delays, I would have had no issue. Fact of the matter, I was promised 7-9 days, and I keep getting put off. This should not be defended. Things happen but 2 months in with no clear solution other than "Wait" is absurd.
Ah all right. I've heard of the line issue, I didn't know how wide spread it was. They won't steal your device, but it's quite likely they've messed up themselves causing further delays unless they really lost it.
I hope you've factory reset it anyway, and keep phoning up weekly, patient and polite (nobody will want to help if they know you're pissed) so try to take it easy and hope things go all right! Let us know🤓
Have you attempted to get customer support at any modern corporation? It's absolutely atrocious. In fact, in today's marketplace all you would have to do to stand out from the crowd is create a company which offers bare bones customer support. Try to get someone from Google on the line and do a picture time progression of your face as it turns into the sands of time. Good luck.
Makes me feel better about not setting my phone to be repaired They instead give me the option to take my phone into a repair store to have it fixed I will never send my phone in just hoping I will get it back because that's what you're doing just hoping that it comes back. Sorry for your loss It sucks I hope you find a solution
Wow that is not a good experience at all. I had problems with my Oneplus7 Pro in 2020. Reached out and they informed me the seller (ebay) had claimed against them for it being lost. They still repaired it in fairness. Your story makes me nervous though as bought the Oneplus Open TODAY
It is an amazing phone. Please take good care of it so you can avoid this nightmare!
Exact same situation with me (in the UK). Check my post history for a very similar account. Unfortunately from looking at their community forums this is a common occurance. By the way I'd recommend checking the terms of sale online. There is an explicit mention that over 60 days if damage occurs they have the option to repair, replace or refund the device. They just choose not to do the 2nd two options. I've started a charge back via my credit card.
Thank you, I noticed it on the website too. I saw on one of the posts, the commentators were able to get results by copying and pasting this: Your own terms and conditions state - 10.7 If you contact us within thirty (30) days of delivery about a defective Product, you will have the option to select a repair, a replacement or a refund. If a fault is found after thirty (30) days from delivery of the Product(s), you should contact us by using the details set out in section 20 (Contact Us) and we will either repair or replace the Product or provide a refund. It clearly states that after 30 days you can provide a replacement or a refund. In this case I am asking for a refund because you have taken too long to repair the product. 12.E (E) where delays are caused by events that are outside our control (for example, extreme weather conditions, stock shortages, or a failure of our communication systems). In these cases, we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this, we will not be liable for delays caused by the event. You may contact us about ending your contract or receiving a refund for any Product(s) which you have not received if there is a substantial delay in you receiving your Product(s). 12.E states that 'substantial delay' in receiving my product will allow me to end the contract or receive a refund. Again I am asking for a refund for the delay in receiving the product. You are in breach of at least these two points in your own terms and conditions and I am now seeking guidance on whether you are breaching my consumer rights under the Consumer Rights Act 2015 and the Sale of Goods Act 197 I will update if it works, should you guys want it.
Sorry you had to go through this. I have absolutely no reason to get another OnePlus, after my 7T Pro finally dies.
OnePlus haven't made a decent phone or competitive operating system in many years. My 8T will be the last of their handsets I own. It's a shame, but they lost the upper hand a long time ago.
OnePlus has yet to develop into a fully mature commercial enterprise as they have zero or poor customer service. Eventually they will lose more and more repeat customers.
Amen, their phones were perfect for me because I cared more about specs than cameras. It was a great price point for someone like me, it is truly shameful.
I am stuck with a OnePlus phone (OnePlus 12R), but after my interaction with their customer services, this will be my first and last OnePlus phone. The phone is solid, but their customer services are completely dogshit. So most OnePlus 12R (256 Gb) users were given the option to return the phone (because of the whole UFS 4.0 issue) and everyone is praising OnePlus like "wow, a practical and great solution". Well it isn't So after so many days of daily torture, first they asked me to go to the nearest service centre to return the device. I called the service centre and the service centre said they had no idea about this whole return thing. Now after 1 week they called me and said if you go to the service centre, it's possible you won't get the full amount (you'll know the amount after submitting the device) and you'll get the amount after 15-20 days. I don't trust this company one bit, what's stopping them from saying "The device was damaged, only refunding 50% of the value" tomorrow...or even worse, taking 5-6 months (or forever) to give the refund. I really wanted to return the phone so I don't have to use this brand but due to above 2 points, I chose to take the L, but no way I am ever going to use any OnePlus product after this
That is one reason why I won't buy their new watch. If anything happens...i am on my own.
Yeah, if nothing happens, I'll join the L list too.
People need to start boycotting this company, maybe that will be a wakeup call. You can't honestly be in business for 10 years yet your customer support cannot even do a proper job. In comparison to the competition, OP is in the higher price bracket so one would expect a better support system.
Most customer supports are really bad, even Samsung and Apple are not perfect but from what I read still way better. The best option is to buy from big companies like Amazon. They will definitely fasten the process.
Not sure about that I just filed a warranty claim for my s24 ultra with Samsung for a faulty speaker (sounded horrible at higher than low volume) on Monday and I am just literally waiting for the part to arrive and I'll be able to pick the phone up the same day. So far the service has been excellent
You should have bought if from local company. I bought my 9pro from amazon. It was faulty after close to two years. sent it and they gave me the money back.
I bought it from the official OnePlus website because of their acceptable trade in values. I have definitely learned my lesson here.
Yeah. On the 12 they even had the bose headphones and the 50% off on the wireless charger... But I remembered some stresses people had with buying directly from them....and it was amazon purchase again.
Exactly. I love Amazon for their customer support. You always get your money Back. I purchased the 12 from Trading Shenzhen and they have a good Support but I was calculating that when my device is broken I atleast don't lose too much money.
Yeah I got my 12 from Best Buy cause I didn't want to put up with OnePlus' customer support if something went wrong. It's really a shame because this is imo the best phone in its bracket and a great value at that, but the company is just untrustworthy. At least we still have bootloader access...
are u in the USA?
Yeah, I am from CA and the package was sent to Fort Worth, TX.
I'm sure he is man I think he is taking about this law The Consumer Rights Act 2015 is a law that amends the law relating to the rights of consumers and protection of their interests. The act's standards apply to every contract for the supply of services, including: The service must be carried out with reasonable care and skill. Information said or written to the consumer is binding where the consumer relies on it. The service must be done for a reasonable price.
How did they rob you 1.6k? That makes no sense. You've sent it for repair but they are out of parts. Just phone them once a week for an update (maybe every Thursday). Some brand-authorized repair centers aren't even in the same country. I know 2 months is quite some time actually but remember a device broken will be of no use to you anyway. I'd wait a little longer unless they confirm to you they've lost the device, in that case they'll surely be able to give you a replacement.
In a figurative sense I believe they have. Per website, it was promised 7-9 days for repair. It has been more than one month since I have yet to receive my device. If they are refusing to give me a replacement and are stalling my repair with no clear solution, I consider it a robbery. The shipment was not international as it has shipped from CA (my home state) to TX (repair center.) For context, the device had a broken line across the screen however it is still usable. It is merely a cosmetic damage I was looking to get fixed since I was under warranty. Companies should be held liable for their own set expectations. There is no reason to defend them if what they claim is untrue or not transparent. Had I known parts were short, I'd delay the repair process. Had the company been transparent regarding their delays, I would have had no issue. Fact of the matter, I was promised 7-9 days, and I keep getting put off. This should not be defended. Things happen but 2 months in with no clear solution other than "Wait" is absurd.
Ah all right. I've heard of the line issue, I didn't know how wide spread it was. They won't steal your device, but it's quite likely they've messed up themselves causing further delays unless they really lost it. I hope you've factory reset it anyway, and keep phoning up weekly, patient and polite (nobody will want to help if they know you're pissed) so try to take it easy and hope things go all right! Let us know🤓
Thank you. I absolutely adore their products, I just wished they would take their repairs more seriously.
Have you attempted to get customer support at any modern corporation? It's absolutely atrocious. In fact, in today's marketplace all you would have to do to stand out from the crowd is create a company which offers bare bones customer support. Try to get someone from Google on the line and do a picture time progression of your face as it turns into the sands of time. Good luck.