I sent in my OnePlus Open in on 2/12/14 to get repaired cause of a dead pixel on the inner screen. It was received on 2/13 and immediately repaired and sent back on 2/14. Sounds great, right? WRONG! cause Oneplus' online tracker doesn't update, its still stuck on inspected. Oneplus reps and escalation team had no idea where my phone was, did not know the tracking. I spent a week trying to figure out where my phone was, only to find out its been sitting at a fedex pickup location for 8 days. Fedex only holds package for 5 days. Than it gets sent back to the sender. I drove to 2 fedex's, spent over 4 hrs of my day trying to track down my package (fedex is horrid as well) all to show up at the last location and find out it was sent back. Mind you, i did all the research and chased it down. Oneplus did nothing; they're still emailing me telling me to go pick it up, literally not listening to a word I'm saying. So now it got sent back to their repair center and i request multiple times to send it back asap. they received it 2/28 (but they of course don't know that), i inquire again and again all run around BS from customer service, no one knows anything. Leo Smith and Stefan Frensby on the escalation are utterly useless, they just send generic emails apologizing and telling me they have no means of communicating with other departments. If you go on reddit and other sources you'll see others with the same experience with the same people. I finally got my phone back on 3/3. Guess what... here comes stefan telling me to they will check with logistics and let me know when its reshipped... I cannot express the utter incompetence of this company but lets recap: your CX teams are useless and so are your escalation teams. No one can communicate or reads emails properly. Phone reps are no better, supervisors are impossible to get in touch with. I tried to file a formal complaint and your rep says they'll just put a note in the case.. yeah thats going absolutely no where. no one has any means of tracking anything, they clearly cant read emails cause i didn't get any answers to any of my questions, and at the end of it all i asked how id be compensated for all the stress and this nightmare of an experience and Stefan offers me a "$10 coupon as a token of good will". Utterly insulting and disgusting. This company is a monstrosity, i will be selling this phone, and neither myself or anyone i know will support this company ever again under my watch.
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