I love OnePlus phones. I've had the OP3 and OP6T, and they're the best devices I've ever owned. I've recommended OnePlus phones to friends, I've bought OnePlus phones for friends. I love the pure android experience and owned multiple Nexus devices even before OnePlus existed. I feel that OnePlus devices continue the Nexus/Google Phone legacy even better than Pixel phones.Until I needed to send back my phone for repairs under warranty. Four years ago, my OP3 had uneven screen warmth. I sent it for repairs, received it back without any repairs done, in the same exact state, even though it was claimed that it was repaired. I sent it back, and OnePlus replaced my phone with a new one. After more than two weeks of back and forth, at least the issue was resolved.And now I'm going through the same with my current phone. I have been without my phone since the 12th of October. Yes, since a MONTH ago. Same scenario, only worse: They sent it back with the same fault, no work had been performed on it. The work log said:Oct 21, 2020 11:12 amRepair finished and ready for shipping.Oct 21, 2020 11:11 amYour device is under repair.Oct 21, 2020 11:09 amOur service center has received your device.That's right, my device was received, inspected, "repaired", and prepared for shipping in 3 minutes. I contacted support and they reassured me that the phone was indeed repaired and not to worry! I received it, it was still faulty, I sent it back, and it's been 10 days since the second time they received it. They claim that they don't have the parts (for a device under warranty) and that I should have to wait for another 5-7.To add insult to injury, I am getting template responses to my emails without customer reps even bothering reading them. They keep calling me "Greg" even though I corrected them a couple of times. My name is double the length and only has a single letter in common with Greg.I spent hours backing up my stuff, factory resetting, restoring, TWICE for each RMA, just because OnePlus repair centers can't get it right the first time around. I feel helpless. I am without my OnePlus phone for more than a month now, which affects both personal and work matters. I love OnePlus phones, but OnePlus, you are doing your best to push me away.// Edit as I can't reply to OnePlus' answer below: Thank you for the reply. I agree that this shouldn't happen. Unfortunately I did check my inbox (and spam folder) and I don't have any emails from OnePlus.// Edit 2: A day later and OnePlus has not gotten in touch despite the reply below. Trying to save face? 36 days without my phone, and counting.//Edit 3: I got my phone, at long last. It took OnePlus two RMAs, and 38 days to rectify an issue covered under warranty. It's like a bad joke. My phone is less than 24 months old, and for more than one of those months it was in OnePlus repair limbo.p.s Support keeps calling me Greg.TLDR facts about my RMA experience:- It only took 38 days for a warranty repair- It only took two RMAs- This is not unusual it seems; I've had similar experience with a previous phone in 2016 (two RMAs back to back)- In the first RMA the repair center opened my device, inspected it, found no fault and prepared it for shipping in 3 minutes flat according to the work log- In the second RMA the repair center unapologetically ran out of parts for a device in warranty and held it for 15 days- During those days, OnePlus held radio silence for 8 days even after I sent 3 email reminders and another ticket- After enquiring about the status of the second RMA, I was sent the tracking number of the first RMA- The agent supporting me asked me for my RMA number even though they repeatedly reassured me that everything was fine with my RMA in previous emails- My device was under 24 months old at the time, and more than one of those months, it was in OnePlus' hands- I was being called Greg, even though my name has one letter in common, and even though I mentioned it at least 3 times in my emails
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