Well this is how it all started, purchased a brand new 10T on the 5th October and received it on the 7th, unboxed on the 8th October 2022, to find the back was cracked! went to report this on the online chat, to be told it was my fault and it would have to be booked for a repair, was not happy with this response, left it a few days, recontacted OP on 13/10/2022 and spoke to a nice chap, sent photo's of the device etc. and it was all booked for a replacement, took me a few times to get the shipping label to return the device, but eventually got this on the 17/10/2022, due to work and family life it took a few days to get this sent, which this was on its way to the service centre on the 24/10/2022. It was finally delivered on the 26/10/2022. This is where the pain really starts. Eventually the website updates to say it was received by the service centre on the 31/10/2022 and to this day it still shows as "received at service centre, we will process your device within 48 hours", I have tried to call numerous times, doing this is pointless, it goes nowhere or you get cut off. I have contacted the webchat every 2-3 days since to get an update to be told the same thing over and over again, "it has been escalated to the higher team, they are looking into it" or "yes, you will get your replacement device in next 24-48 hours" or "it is with the escalations team, please give it 2-3 more days for an update from them" but guess what, "NO UPDATES WHATSOEVER" today is the 19/12/2022, still no replacement, repaired device, or any updates via email. I have had at most, 2 phone calls returning my request to give me no more information that I already know. I have even contacted the Service Centre directly, and guest what, they are waiting on OP.So in a nutshell, OP do some amazing devices, just whatever you do if it breaks, buy a lottery ticket! You stand a better chance of winning the lottery to buy a new device than getting your repaired device back in a reasonable amount of time!Also, OP, please go back to metal backed devices, glass breaks! my OP1/3T/6T were solid devices.UPDATE: As expected, typical, generic response that has no weighted information or assistance to resolve the issue."We have cascaded" - put me in another pointless queue "you would surely be conveyed" - just being led along another path of pointlessness!
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