Review Time
This is a terrible place to buy your phone- they dont give you invoices - and if they do, they keep giving you fake ones, which are based in Hong Kong or other places- they should be investigated by the HMRC for tax fraud!! Dont buy.
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.
Purchased a phone. It never arrived. Tracking says it's still in transit. I requested a refund. 5 months have passed and still no refund. They are not following the law which states a refund must be issued for goods not received. This is also stated in their terms of sale. DO NOT PURCHASE FROM THEM THEY ARE OPERATING ILLEGALLY.I'M NOW TAKING THEM TO COURT FOR A REFUND AND LOSSES
I've been a OnePlus owner now since OnePlus 5. Bought every device since then including 7 pro and 8 pro. Thankfully never needed a repair. I noticed whenever I tried to use NFC to pay it didn't ever work unless I restarted the phone. Thought I'd contact OnePlus who agreed to have a look to repair it. This was my first mistake.I sent my phone off on 25 September. When I hadn't heard anything at the start of October I had to call oneplus support and ask what's happening. Told that the SLA is 10 working days to repair and send back. Ok I thought. My Next call to OnePlus was 20 days later, still zero communication in the meantime. During this call the agent told me they it looks like there's been some problem, to me it looks like they had lost my phone or something. I asked what am I supposed to do as I have no phone? They said I could have had a loan phone (which it would've been useful to know at the start of this process). I was told there's no point sending a loan now though as my phone will get to me before the loan device will. Ok so I left it expecting my phone back pronto. Next call a week later still nothing and no communication.... I was given an escalation code and a promise someone would call within 48hours. Of course no-one did, so I called back again and got through to a manager who promised he would look into this and call me back in 24-48 hrs again. That takes me up to tomorrow the 2nd November. I still have no idea what's happening with my phone whatsoever. Even if it's repairable or if it's been inspected!I'm so frustrated at all this I can't even begin to say how angry I am with OnePlus considering how much I like their phones. It's a complete shambles. I've been without a phone now for nearly a month and a half. £900 phone whose value depreciated around £100 since it's been back in their repair centre. not having a spare and borrowing one from a friend, not offering a loan device, not communicating what's happening, not keeping promises of callbacks, not actually knowing what or where my phone is right now, the list goes on. My wife and mother in law now have OnePlus phones because I recommended them but I can't see me buying another now (assuming I ever get mine back) or recommending ever again.***Update now 7th November I've called OnePlus for the 6th time. One supervisor has told me my device is being repaired and will be sent back on 6th November, then I get an email from another supervisor saying there's no news from the service centre. Couldnt make this stuff up****
Purchased a Oneplus 8 direct from their website. Developed a fault within 6wks. Phone randomly sets itself to vibrate despite the alert slider set to ring. Happens 4 to 5 times a day, I'm missing calls. Contacted Oneplus and they arranged a repair, phone was sent to Poland, they must have had it for about 5 minutes before they emailed and said there was no fault found. Received the phone back and within 30mins same issue still there. Contacted Oneplus again and they stated i had to send it off again for another repair. I explained the Consumer rights Act and that I wanted a refund as the act states that if the item develops a fault within 6months then I must give them 1 opportunity to fix the issue. They clearly hadn't so I asked for a refund, which was point blankley refused, sighting I had passed the 15 day return policy. Pointed out to them that this policy was if I had changed my mind. They then changed tack and said the 30 day refund time had expired under the consumer rights act. Tried to explain that under the act I had between 30 days and 6 months, if the phone develops a fault within then I can have a refund as I had given them 1 opportunity to fix the issue. Asked for a return address label, which was refused, with the customer service robot saying they can't produce a label because it's past the return period. What a load of tosh. This company are blatantly ignoring the CRA and keep reiterating their policy. Sorry Oneplus but your policies don't supersede law. I now have to submit a claim under section 75 of the consumer credit act with my credit card company and hope I can get it resolved. AVOID AVOID AVOID Oneplus
So peeved, they deserve 0 stars. Bought a 1500 phone and it arrived and the audio quality was terrible. I couldn't hear anyone and they couldn't hear me and so I sent it back for a refund. takes forever but I was told it was successful and wait 48 hours for refund. days later I'm like.,.ok where's my refund. I contact them and they change their tune saying the inspection failed as there is a scratch on the back....I NEVER EVEN TOOK OFF THE SCREEN PROTECTOR! ITS STILL ON IT!! this is such a scam!! DO NOT TRUST THIS COMPANY. Really wish I read this website first and knew enough to avoid them
The screen of my phone suddenly completely stopped working, without me dropping the phone or damaging it in any way. The phone is within warranty so I sent it for repair and they got back to me saying that the damage on the display is "mechanical" and therefore not covered by the warranty. As "proof" they sent a photo showing a tiny scratch on the screen which you need a microscope to see clearly. I asked for more details about the damage but they refused to tell me anything other than that the phone has been "rigorously examined", which is obviously not true since they didn't even open the device to look inside. Now I am supposed to believe that the entire screen stopped working permanently, because of a small scratch, which by the way I'm almost certain has been there for a long time.It is so obvious that they tried to find the tiniest of scratches on the screen to blame the damage on me and avoid fixing it within warranty. Now they are asking me to pay for a display replacement, for a fault I didn't cause, within warranty!What a rip off...
Bought 8t middle of October. but cannot verify my device on their website. Comes up constantly with "Oops, the store is too crowded. Please try again later" 24 hours a day. Case escalated but no reply. No way to connect 8t to my laptop and oneplus says they don't provide/make any cable to do so. Very poor show by oneplus.At Oneplus request - case id: 201025-003998No reference for USB problem just a female member of tech staff providing phone answerCase id given as requested, still no response. disgraceful
I'm currently going through a Repair as my OnePlus 7t Pro has dead pixels on the display. Honestly, I've never experience customer support this bad. I've paid £100 for a loan device and explained that I need that before I can send my phone to them. This was two weeks ago....I've been told 4 times that my case has been escalated and that I should wait 1 - 2 business days (or 24-48 hours, or some other nonsense number) for the loan device to arrive and everytime I contact them I get the same responses. If you have another option to get your device fixed, do it. Do not use OnePlus support.
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