I pre-order the 9 pro and everything looked good until I activated the phone. There is an offset at the front camera, it looks like a second hole and is a production error.I contacted the support and they offered an RMA for the device - everything good so far.But when I tried to time the pickup with UPS, it was showing me some fees I have to pay.I wrote the support again and the just told me to ignore it. What is not possible during the timing of the pickup.So I just picked cash payment and refused to pay when it got picked up - everything in coordination with the Oneplus support.As expected, the UPS guy refused to take it with him, because I refused to pay for it.Contacted the support again and I got the same response: I do not have to pay anything and should not pay anything to UPS.A new service request was created and everything started again.New sticker from UPS, next try to set up a time for the pickup and again, I have to pay a fee for it.Support told me to just pay it or drive to the next shop, which is an 1h (one way) drive away. That is not what I expect with free replacement during the legal warranty!I got an offer for a 10€ voucher, that I can use in their shop. That would just force me to buy more stuff...After I told the support this is a bit of a joke, the chat was just closed - that is hilariously unfriendly.At that point I tried to use another medium as the chat and called the support hotline, but thats imposible because it just tells me, that the call participant is unreachable, I shall try it later.So I tried the third option and sent a mail.A ticket got opened for it, but 2h later I just received a survey for customer statisfaction - sounds a bit like the ticket was just closed without any response.Such a customer support is unaccaptable!Oneplus claims to sell premium products and I would be really happy to have the phone I pre-ordered in a flawless condition...The support on the other hand is far away from premium. At least for me, that is the worst experience with customer care up to now.Update:UPS came without an appointment and picked up the device (with the same shipping label on it).So what does that mean: the customer is not supposed to arrange an appointment with UPS, because they will charge you a fee for that.Device arrived at Oneplus the next day (express delivery) and got investigated. I am now waiting on further information.Pretty sad, it feels like a really good system got executed poorly. It would have just taken one sentence of explanation to provide a satisfied customer experience.
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