I bought a OnePlus 8T on the back of excellent reviews but I found the phone would randomly mute me on phone calls. I see this is a problem others have and not user related, so I asked OnePlus for help and that's where my problems really started... A Phone that cannot be relied on to make phone calls is not fit for purpose. I was given several solutions involving various resets up to a full factory reset and none of these worked. This was obviously inconvenient. Eventually this was escalated to a 'remote session' where a time would be arranged for a service tech to call me, remotely log into my PC and Phone and using software I had downloaded for the purpose 'flash' the device. Apart from sounding super dodgy and a massive security risk, I went ahead and made the arrangment. Unfortunately the tech didn't call at the arranged time on several occasions!! This had now been going on for almost four months so I asked for my money back or a replacement device. OnePlus refused and now want me to send it away for service. I see from the reviews below that this is unlikely to solve the problem and may damage my phone. Given their record for a faulty product and the worst customer support I have ever encountered I can only say avoid this company and their products at all costs. I cannot express how frustrating and enraging - and wasteful of time and money - it is to deal with OnePlus. UPDATE - The situation is getting worse. Now the service reps are cutting my questions from email chains and pasting in their own old replies, so it just goes around in circles. They are making no effort to solve my problem and will not escalate to anyone senior. They have effectively refused to deal with the problem. I still have a phone that is not fit for purpose and OnePlus are refusing to refund or replace the faulty item and do not attend arranged service calls. If the situation was unacceptable before it is even worse now!UPDATE: Now 'Customer Service' respond by ignoring my replies and repeating an earlier message to which I already replied, creating a loop. In addition to not turning up to service calls, they will now not reply, they will not escalate and they will not do anything about my faulty handset (which should be replaced or refunded at this stage). They won't give me a postal address for a formal written complaint either. They appear to have absolutely no intention of resolving my complaint and will leave me with an expensive phone I can't reliably use as an actual phone. Anyone buying a OnePlus phone is taking an enormous risk.... In my experience there's no genuine backup available if anything happens. Worst and most insincere customer service everFINAL UPDATE: After almost five months of trying to sort my faulty phone, which OnePlus refuse to replace or refund me for, and with no sign of any end to this being reached I have decided that the frustration and sheer hopelessness of dealing with the worst and most insincere customer service ever is just not worth it (which may have been their intention all along...). OnePlus would only engage if I sent the phone to Poland for them to physically repair it and I could only do that if I was given a 'loaner device' while I was left with no phone for god knows how long... I sent in the necessary documents and was then told my phone would be collected for service in 24 Hrs depsite not having received any loaner device. When I enquired where it was I was asked for my name, address and phone number, which is at the end of every email I sent them! I am tired of going in circles and I will have to SETTLE (ironic isn't it...) with a crappy unreliable faulty handset until I can afford to buy a phone from a competitor. It's been a truly horrible experience dealing with OnePlus and they have ripped me off, but at least I will never have to deal with OnePlus again.
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