Here's the situation, I ordered a OnePlus Pad and received it on 24 Dec 2023. There was a dead pixel so I submitted an RMA for a replacement on 28 Dec 2023. Royal Mail delivered the return on 29 Dec 2023.It has now been six weeks and I'm still waiting for my replacement. I've been in touch with customer service constantly for updates. I was initially told to wait 11 business days; then after calling again was told the service centre had begun processing the device on 18 Jan 2024.There's been no updates since then but I've called them every week and the case has been escalated a couple of times. Apparently the device hasn't even passed inspection, like really? How long does it take to look at the condition of the device?I called two days ago on 07 Feb 2024 and a guy called Alex suggested I get a refund so I could place a new order again and promised to provide a resolution by 09 Feb 2024, which is today, as time of writing. I want to add he suggested a refund because he said a replacement is not possible because they were out of stock. Apparently they keep different stock for after-sales and he implied they're not going to replenish stock. Sounds like more lies and excuses. So come today, he failed to call me like he promised at the specified time, so I had to call him and now he's making excuses saying he can't authorize a refund unless they hear back from the service centre, which is insane because they've had the device since 29 Dec 2023. Six whole weeks!So now he says he has to escalate the case to the complaints department and they need to do an audit on this whole case, which doesn't make any sense. This is going nowhere and now I'm supposed to wait for the complaints department to contact me within 5 business days, which I don't see happening.I don't see how this whole thing should even involve them contacting the complaints department when they are customer service themselves and should be able to resolve something like this. Pathetic.TL;DROnePlus customer service for after-sales is a sham. They can't authorize any replacements or refunds because they don't communicate with their own service centre, instead they give excuses and blatant lies to delay action. Six weeks later since returning my device and there's still no sign of my replacement or a resolution.
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