"Customer Service" is not a term understood by this company. I had a phone that needed service after about 6 months. They claim that phone was returned but I never received it. I have tried everything I can think of but can't get a answer as to the status of my claim. Responding to text messages is a waste of time. Calling requires information you are looking for. Email is rarely answered. If you want a very expensive throw away phone, this is the company for you.You asked that I edit this so that you can try and resolve the issue. The issue is that you don't resolve issues. There should be a big folder of emails, text and calls from me, all concerning my issue. Look at them, see how long I have been trying to get an answer. I have gotten to the point that I expect no resolution. Two days now and back to you using resending a text and not reading my response to it. Then a phone call that was a very poor quality connection. What is wrong with a simple answer to a straight forward question? What is the status of my claim for the 7T that you said was returned but I didn't receive? So nice, another text that was re-sent but you didn't bother to read the response. Also, still NO response to my edits. I am so sick of the computerised responses, no one is looking at what I am asking for. You seem to feel that because I am using a OnePlus phone that was bought as a gift that I don't care about the one that has gone missing. The length and number of edits here just support the lack of support that I am concerned about. Finally got an email offering a refund of some type. Not much information given and they want to use a system that I don't use. Still don't hold much hope for a resolution. Weeks and only the one response here and computer responses only in messages. I do hope that people will understand that this kind of lack of customer service is not acceptable. I will continue to wait but I do believe that I am out the value of my phone. Dec. 4 my phone was on its way back to me. Feb. 2 I still can't get an answer as to the status of my claim for non-delivery. Just spent 2.5 hrs trying to get OnePlus to understand that I don't want to add a third party to this mess. What do you do when"customer service" does not understand NO? OnePlus is now saying that they will give me a refund ONLY if I use PayPal. I don't have a PayPal account because I won't give them my photo ID (can we talk about possible fraud?). I paid by credit card and I am open to a refund to my card by check, or some other way that is common business practice. OnePlus does not call or email (except computerized). All contact must go through you calling "customer service". No one in "customer service" seems to be able to spell their own name because it is not in the manual. I am at a loss, I have never dealt with total lack of care about the customer. February 28 and I received an email to call and ask for a supervisor. Called and told"I don't have a supervisor right now". Also told that I could stay by my phone for a call back sometime in the next 2 plus hours. Why did I ever buy from a company that has this low of a standard? Finally got a"supervisor". They could not confirm my email even though he had the complain number in front of him and I receive multiple emails daily. Grade school kids can do better. March 16, I still can't get anywhere. Calling in is talking to someone that is trained to do nothing. Email and you only get computer responses. I'm thinking that I may have to go to the court system. Now my 8T has a problem. I have to go get a phone but I won't be getting OnePlus. Now can a company treat their customers so poorly and expect to grow? Here we are at the start of another month and still the same old story, promises but no action. My case is with "level 2" escalated team. How bad does your customer service have to be to require a level 2 escalated team? This problem started about 12/07/2020 and now on 04/08/2021 OnePlus has "resolved" the issue by returning payment to a closed credit card account. I gave them bank information to use some time ago. NOT A WORD from OnePlus about this"resolution". I found out because my bank notified me of the activity. Right now not sure if I can get the money moved into my new credit card account. I am done with OnePlus. I am going back to Samsung.
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