Review Time
UPDATE: Contacted one plus again, well because they told me to below with their fake reply.... Guess what argued with me again even after mentioning this post. I'm even more irritated now... No consistency or care for their customers at all! I bought a one plus 7 pro with 12 GB Ram and 156 GB internal storage in September of 2019. My phone would randomly shut down and then not turn back on for about 30 minutes. This started happening in July 2020. I reached out for support... was absolutely awful and unresponsive, until last week. I finally got a response on what to do... but wait, now I am out of warranty. After providing multiple emails that I tried to communicate back to the company regarding my issue throughout this whole process, with no resolution. The customer service rep finally responded... Guess what It was my fault for not being more diligent on following up and requesting a repair in the first place, rather than try and troubleshoot. This company is such a disappointment on so many levels. I could continue to elaborate how demoralizing the customer service made me feel. Please do not buy from this company who truly does not care about its customers or concerns.I will never again recommend a One+ product to anyone.
I bought a OnePlus 8 and was pretty pleased with it. The screen then turned green after 3 months so I sent it away to be fixed under warranty but they said the warranty has been voided. They sent a photo of a tiny scrape on the phone implying that my warranty was somehow voided because of it. They quoted me £207 for a screen replacement which is outrageous, this repair should be covered under warranty as the build quality of this phone is clearly subpar and is their legal responsibility to deal with. I have bought 2 other OnePlus phones in the past and was very pleased with them and I always recommended OnePlus to my friends. If this is how I am rewarded for my loyalty, I don't want a single other thing to do with this company. If they don't fix this issue promptly, this will definitely be the last phone I purchase from OnePlus. (I will keep this review up to date, based on their future actions with regard to the issue.)
Bought a 7 Pro. The screen died 3 months in. Sent it in for repair only to be told there was corrosion and water damage. I might have touched it a few times with slightly wet hands. Quoted me $700 to fix it aka replace all 30 parts of the phone. So much for a quality product. They originally offered to send back the device and give me 10% off my next purchase. As if it's my fault the screen died even though the rest of the phone worked perfectly fine. If there was truly water damage, there would have been a lot more wrong the phone than just a blacked out screen. After more than a few more email exchanges, they offered to recycle the device and give me a $100 coupon. Why? So I can buy another $700 device and have it crap out on me 3 months in and go through the same HELLISH customer service for another discount? As if I'd buy another phone from a company who neither has the inclination to stand by their product nor help their customers. The customer service is the worst that exists on this planet. I'll never recommend OnePlus to another person.
Bought the OnePlus Nord.Broke with minimal rain exposure.Awful customer service getting it sorted.I would strongly recommend avoiding OnePlus.This was my first experience with them after having had an iPhone for years.I will never be getting a OnePlus again and will be buying the iPhone 12 Pro this week instead.
Attention, j'ai annulé une commande en refusant un colis, conformément à leurs conditions d'utilisation. Ils ont refusé le remboursement. Pratique abusive et très peu protectrice des consommateurs.EDIT : please find below the request number 200807-000870. I already discussed this issue for weeks now with you customer support which does not seem very... supportive at all. I just applied your Term of Use and you do not accept any refund.
Without a doubt, OP is the best brand of phones worldwide. Have been a loyal customer since the OP One and have replaced them only when battery life is deteriorated from wear and tear. Resilient flagship phones of the highest speccs at reasonable prices.
I purchased a few items including some Bullets Wireless Z. They wouldn't pair with my brand new OnePlus Nord device. I emailed support with details and screenshots, i did get a quick response asking for more info which i provided straight away. I heard nothing after that at all, no response at allI found a returns option on the my order section and requested an RMA which was granted. I then got a few different automated emails (around 6pm on evening) with details of where to take my package to be returned. Next morning much to my surprise a UPS courier turns up at my door collecting the return, i don't even own a printer so how was a supposed to have printed the returns label in the first place. Fortunately the courier had experience dealing with this issue and took care of the label himself (talk about going the extra mile!!!). Only afterwards did i find the info telling me a courier would be collecting it the following day and i should have it ready. I tracked the progress of the RMA which was checked and inspected, i didn't hear anything else apart from a refund from PayPal arrived after a few days. This wasn't for the full amount though, no communication as to why i haven't received a full refund for a faulty product???? Perhaps it was because they were running % discounts when you order multiple accessories but i would expect to have been told this was the reason.I was then asked to fill out of survey titled "we'd like to hear your voice for your recent experience" of which i provided all this feedback. No communication from them since then.All in all, as a brand new OnePlus customer this hasn't been a great success story. I'm just glad i ordered my OnePlus Nord from John Lewis who do provide proper customer service. My Nord is a great device but i wouldn't consider ordering anything direct again and will find alternative brand options for accessories.Update: contacted support and explained that I'd been asked to get in touch regarding my trustpilot review. Had to explain everything again. Was told there is a "service fee" which is a "labor fee" for returning faulty items. (neither of which are in the terms of sale). Now UK consumer law will have some issues with this....I explained i wasn't too happy given they were faulty. I was then told to check if I'd received a voucher which I hadn't. I was promised a reply by email once it had been looked into, I'm still waiting..... Here we go again
Update 3 (9/25): 3 weeks in they finally agreed to cross ship a replacement phone, but are charging me for the phone and claim they will refund when my replacement arrives. While that's fine, it just isn't how other phone insurance providers work. Subsequent to that, they have sent me 2 invoices, with no explanation on the second invoice, and are not responding to my emails.Update 2: I still have not been able to get OnePlus care to actually take any action. They keep saying they will call and then not calling and then saying they will send me a shipping label, and then telling me that they will call when I explain that i need local repair. The person from OnePlus who replied to this has also not contacted me.Update 1: I have no RMA or support request number, because the OnePlus Care app will not let me submit the request. It states that there is a cooling off period which is not defined anywhere in the T&Cs of the support plan. I have emailed support, told them to submit the request, they did nothing, then I emailed them again and they said they needed my confirmation to submit the request, which i had already given, then they said they submitted it but never followed up, so I emailed again, and they said they were going to get me a return label, and I said I would prefer local service, then they replied again saying I need to confirm that I want them to submit the request. This is complete nonsense!!!!!I would return the phone, but the 15 day period is now over, so I am likely going to dispute the charges with my bank, because i only bought the phone from OnePlus because of the support plan, it broke for no reason, and OnePlus is not honoring their contract. I will also report to the BBB.Moreover, it's ridiculous to charge that much for a repair plan that doesn't cross-ship the phone or provide in home service like literally every other support plan (samsung care, asurion, apple care, etc...). I cannot be out of a phone for 2 weeks while you people fix it. With Asurion or Samsung, I literally make a call and have a phone the next day.Order number is A112008133588596100. If you ship me a replacement and a return label, I will happily send this broken phone back and update my review.Original review: The phone seems great (8 pro) but the oneplus care is a scam. The camera glass on my phone broke almost immediately (seemingly for no reason). They don't send a replacement phone like every other service on the planet, instead they expect you to send your phone to them for 2 weeks or more. They also tried to deny my claim based on a "cooling off period" that was not listed in the terms and conditions.I will likely return this phone and go back to Samsung.
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