I purchased the new Open directly from OnePlus, and had no issues with the purchase or delivery. The problems started with the protective case provided by OnePlus (in the box with the phone). I installed the case exactly as directed, however because a screen protector wasn't provided I ordered one from a third party. At this point I needed to remove the case protector that covered the edge of the outer screen to put the screen protector on. And that's when I noticed the damage. The case protector, instead of protecting the screen, appears to have been rubbing against it, causing marks to the screen. To be clear, this was before I put the third party screen protector on the phone. At no point did I expect a case provided by the manufacturer to damage the phone. I complained to OnePlus, but have found their customer service to be appalling. In essence they blame me, because their product can't possibly have damaged my phone. And yet it has. I've explained this to different members of their customer service and complaints team, but they don't care and are unwilling to do anything about it.This experience has definitely made me question buying a product from OnePlus again, which is a shame as I've bought from them since the 5T. And if I could, I'd send the phone back and buy from a company that shows some interest in their customers.And the response from OnePlus continues to show that they aren't willing to accept the concept that the damage is due to their faulty product. So by trusting that they're consistent in designing their case, I'm penalised. And they're not interested in providing any resolution.
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