Hi, I bought new OnePlus Nord Ash-grey edition with 12Gb ram for my Mother in Kanpur, Uttar Pradesh India, in October 2020. I ordered it from Oneplus.in. From day 1 since my mom started using the phone it had severe heating issues, so I asked her to update the phone to the latest which did not help. The phone was heating just with 4-5 minutes of using any application for example while watching youtube videos, using WhatsApp and was becoming a heating bar when making videos using the camera. I would like to mention here that my mom has been using smartphones for a long time that have 2 or 4 GB of ram, she never faced any heating issue and she might not be very technical but she knows the difference between heavy usage and normal usage. She does not play heavy games or use any other app which might stress the phone's hardware. Just normal WhatsApp, FB and other normal apps like that. Anyway, the phone has 12gb ram so one should not expect heating with normal use and that too within 4-5 minutes of use. NOTE: Heating is not just normal noticeable heating, it is severe. Then she charged phone to 100percent before sleeping and battery drained to 60percent in the morning without any use in between. I raised the complaint and asked for a replacement, after which I was told that the device will be replaced if there is any issue found at the service centre. I resisted and requested for a new device as nobody would accept a phone that goes to the service centre within 2 days of use, especially when it is not cheap phone and has been bought with hard-earned money. I had communications with OnePlus customer support using chat option as I live outside India, I made it clear that I won't accept the same device as me and my mom are not comfortable in using a faulty device. And to the reply, I was assured that the phone will be replaced. On 31st October 2020, my mother received a call from the service centre and they said there is nothing wrong with the phone and they will not replace it. My mom tried explaining that it has serious problems as mentioned above but they did not explain anything and just said we did not find any issues. I mean seriously? The service centre is not even bothered about why the phone might have behaved in the way it did, what apps were my mom using, what might she be doing wrong? Nothing at all, just a plain and simple "No issues are found in our testing". My mother has denied taking the same device back. I am not saying that the service centre is lying, I am just saying that my mother is not and we simply don't have any reason to lie. I am just asking for the device to be replaced and if it can not be replaced then we would not accept that same piece and would look forward to the refund which I have been told is not in the policy. Before this call I was asked on chat to change many settings on the phone when it was just 2 days old, I mean why did OnePlus not write this on the box so that every new user who buys the phone go to those settings and change them as the first thing to do after unboxing. And why does OnePlus support assumes that every user is going to be technically comfortable and would know where to check temperature and change loads of settings. It is a 12 GB RAM phone and should be the last one to heat under normal application usage. So from this point onwards, I will be forced to take it to various social media platforms and make other people aware to not buy it directly from OnePlus website, instead buy it from Amazon, as they have hassle-free returns and refunds. This is becoming a potential nightmare for me and my mom as I am starting to feel that we are being forced to take the faulty device back. I see that as mental harassment. My hard-earned 30000rs are gone for a faulty piece. A brand should be focused on the customer's peace of mind rather than placing its policies first. OnePlus is a big name and I had never heard negative about it, but my experience till now is horrible. I will have to share the experience with others to help them in making a decision that is better for them. I am not accepting that device back.
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