A year ago I purchased a OnePlus 6t. When I received the phone it had a manufacturing defect, where the charging lead would not sit flush in the socket and was rocking back and fourth. I took the phone to the EE store and they confirmed it needed to be returned to OnePlus as they could see the bottom of the connector was disformed. This was a major problem for me at the time as I was in the middle of buying and selling a property, and planning our wedding. EE assured me that there was no rush to return it as it had a 2 year warranty.A year later with the house and wedding out the way I return it to OnePlus under warranty. 2 weeks later due to issues with UPS losing the parcel, it finally reached their service center. To my shock I receive a quote saying the damage is due to me mishandling the device. This is nothing short of a lie for them to be able to get out of repairing under warranty.I phoned up and complained about their mishandling claim, they then changed their story and said the phone only had a 1 year warranty so that was the reason for them not repairing it. I then contacted the Third Party I bought it from who confirmed it had a 2 year warranty. As far as I can see EU law states it must have a 2 year warranty.As I really needed my phone back (as I am working from home and need to be able to make WiFi calls due to having no signal at my house), I accepted I was being fleeced and paid for the phone to be repaired. It wasn't a considerable sum of money after all.Another two weeks later, no repaired phone, no evidence they have even worked on it by looking at their tracking tool. I complained again, they state they have no record of the fact I paid for the repair even after I sent them the email confirmation.A month later no phone, another £23 out of pocket, no sign of this being resolved. The customer service team are ignorant to what I am telling them. They just seem to have the 'computer says no' attitude and seem rather happy to make it all my problem, rather than proactively looking into things and trying to resolve amicably.Oneplus you really need to step up and turn this around, otherwise you are going to lose a loyal customer that has owned four OnePlus phones in a row. Your phones are excellent in design but with this level of customer service this will be my last OnePlus phone for sure.// EDIT: The following day after writing this review, like magic the phone is finally being returned to me. But it gets worse, the invoice says the parts replaced are clearly for the USB connector, but the fault found was a malfunctioning screen. Seriously OnePlus, does your servicing team really know what they are doing? It appears to be mistake on top of mistake. Makes we wonder if you are accidentally looking at a service request on a phone with an expired warranty where the screen has been mishandled and damaged, rather that the phone I actually returned to you.// EDIT 2: Although OnePlus say to look to my emails, I have received no messages from them looking to resolve this matter. I have even checked my spam folder. At least I have now received the phone back and I can confirm the issue is fixed. It's amazing how changing a USB socket can fix a mishandled/damaged screen.
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