Review Time
Same experience for me. I really liked OnePlus phones and devices and each time have upgraded and returned the old phone for trade in. Also got OnePlus phones for my kids. Then on the last trade in, I got told the phone didn't switch on, which it did when I put it in the post. Then I read the reviews and realised that I was not alone. I'm not giving OnePlus a one star review, they get an extra star as they make good stuff at good value. But the experience with trade in has not been a good one. Personally, I think that if the trade in company is set when buying a phone, the experience is also linked. I expect to get a generic reply from OnePlus, I wonder if they think this is just a problem with a few customers sending in broken phones. Oh well. I can pretty much guess the exact response to this post will be: "Hello dear customer,Thank you for taking the time to provide us with your valuable feedback.As a customer-oriented company, we always appreciate suggestions and feedback from our customers. I am sorry to hear that you are having issues with trade-in process.Please consider contacting OnePlus Customer Support through the link below in order for us to further look into this issue.Make sure to select your country's support so you are shown the correct queue and repair centers to get the assistance you need.Have a lovely week :)"Edit 15th May 2025: so it looks like I was incorrect. I wonder if they put automated comments up as it looks like they couldn't be bothered to read all of my review :)
Oneplus' courier lost the parcel and now they want me to file a police report, block the phone for their own insurance purposes. I need to wait in excess of three weeks to get the specific documents they require. Outsourcing using their own customers to sort these documents. I have already been in contact with their useless customer "support"
At this time I have been a one plus customer for 5 years, I have had the Nord 2 and now I have the Nord 3. The only ''negative'' thing I can say abt those phones is that the battery life is first really good and then it goes down pretty steeply. But that's also because you can charge your phone with a 85W charger. I'm also waiting till my watch 3 will arrive, I had the early bird deal but it would arrive next month but I can wait. Every phone I ordered online from the oneplus store and all the communication was always good and on point, deliveries have never been late or cancelled.Overall I'm a happy customer and I will continue to buy and use OnePlus.
Been a customer for years and have purchased multiple devices. They are generally ok but the charging ports are awful! Plus they disabled the ability to use wireless charging. Went back and forth with customer services for months with no fix. Will not buy anymore from OnePlus.
Review of OnePlus 12 – Disappointing Experience with AftercareI purchased the OnePlus 12 directly from the OnePlus online store, expecting a premium device and seamless customer service. Unfortunately, my experience has been anything but smooth.By day two of using the phone, I noticed hairline cracks on the screen, despite the device being well-protected and never dropped. This was extremely disappointing for a high-end smartphone. I immediately contacted OnePlus customer support and initially requested a replacement.However, after experiencing poor and inconsistent communication, I decided to exercise my right to a full refund within the 15-day return period, as per OnePlus’ own policy. This is where the real frustration began. Despite confirming receipt of my return, OnePlus has repeatedly sent vague updates about case escalations, product inspections, and verifications, but has yet to confirm that my refund is being processed. The lack of transparency and the feeling that they are deliberately stalling is deeply concerning.At this point, I still have no confirmation of when (or if) my refund will be issued. The aftercare service has been confusing, slow, and unreliable, making me lose all confidence in the brand.While the OnePlus 12 is not their very latest model, it’s still a flagship phone with high expectations. Unfortunately, if anything goes wrong, their customer service and return process are more frustrating than reassuring. Because of this, I will be stepping away from OnePlus entirely and cautioning others to think twice before purchasing. Buyer beware!Update: Refund Still Delayed. Unacceptable service. I initially left a review about my OnePlus 12 arriving with hairline cracks on the screen. Despite handling the phone carefully, I noticed the damage on day two and immediately initiated a return within the 15-day return period as per OnePlus’ policy.Since then, the customer service experience has been a nightmare. My faulty device was received by OnePlus on March 10th, yet weeks later, I am still waiting for my refund. Instead of a straightforward resolution, I have been stuck in an endless loop of "case escalations," "verifications," and "additional steps", with no clear timeline for when I will actually receive my money back.Each time I follow up, I get vague responses asking for patience, but no real progress is made. This is completely unacceptable for a company that claims to offer a hassle-free return policy. At this stage, I have had to escalate the issue to consumer protection authorities.I had been a loyal OnePlus customer, but after this experience, I will never purchase from them again. If you're considering buying from OnePlus, be aware that their aftercare and refund process is far from reliable.
I sent in my OnePlus Open in on 2/12/14 to get repaired cause of a dead pixel on the inner screen. It was received on 2/13 and immediately repaired and sent back on 2/14. Sounds great, right? WRONG! cause Oneplus' online tracker doesn't update, its still stuck on inspected. Oneplus reps and escalation team had no idea where my phone was, did not know the tracking. I spent a week trying to figure out where my phone was, only to find out its been sitting at a fedex pickup location for 8 days. Fedex only holds package for 5 days. Than it gets sent back to the sender. I drove to 2 fedex's, spent over 4 hrs of my day trying to track down my package (fedex is horrid as well) all to show up at the last location and find out it was sent back. Mind you, i did all the research and chased it down. Oneplus did nothing; they're still emailing me telling me to go pick it up, literally not listening to a word I'm saying. So now it got sent back to their repair center and i request multiple times to send it back asap. they received it 2/28 (but they of course don't know that), i inquire again and again all run around BS from customer service, no one knows anything. Leo Smith and Stefan Frensby on the escalation are utterly useless, they just send generic emails apologizing and telling me they have no means of communicating with other departments. If you go on reddit and other sources you'll see others with the same experience with the same people. I finally got my phone back on 3/3. Guess what... here comes stefan telling me to they will check with logistics and let me know when its reshipped... I cannot express the utter incompetence of this company but lets recap: your CX teams are useless and so are your escalation teams. No one can communicate or reads emails properly. Phone reps are no better, supervisors are impossible to get in touch with. I tried to file a formal complaint and your rep says they'll just put a note in the case.. yeah thats going absolutely no where. no one has any means of tracking anything, they clearly cant read emails cause i didn't get any answers to any of my questions, and at the end of it all i asked how id be compensated for all the stress and this nightmare of an experience and Stefan offers me a "$10 coupon as a token of good will". Utterly insulting and disgusting. This company is a monstrosity, i will be selling this phone, and neither myself or anyone i know will support this company ever again under my watch.
3 for OnePlus 13 1. Excellent PhoneThe OnePlus 13 is a truly remarkable device. Its robust connection and adherence to advertised functionality make it incredibly reliable. The AI capability assists me nearly every day, proving to be genuinely useful. I especially appreciate the seamless ability to have multiple telephone lines on one phone. After an initial setup period, its connection with my vehicle has been flawless, with no further issues. Moreover, despite its waterproofing claims, I use it near the jacuzzi and shower almost daily without any problems, which is a testament to its durability. I wholeheartedly recommend the OnePlus 13 for its exceptional performance.2. Subpar WatchHowever, I have serious concerns regarding the OnePlus Watch 2. This promotional item has proven to be an appalling device. It actively overtakes and changes many of my system configurations, for example, altering my email. It even forced some of my in-home smart products to be re-networked. Even after shutting down and completely abandoning the OnePlus Watch 2, it continues to vie for connection with my phone, draining both device batteries. The entire configuration of my other watches, like my two Samsung watches, will not work properly when the OnePlus Watch 2 is in the picture. This device is a significant issue and the primary source of my dissatisfaction with the brand's promotional offerings.3. Crazy Customer ServiceMy experience with OnePlus customer service has been consistently frustrating. While the representatives are polite and receptive to feedback, they do not resolve issues. I've been passed from one person to the next with promises of actual resolution, but despite bringing this to their attention multiple times and receiving promises through escalation, nothing ever gets resolved. It feels like a polite but ineffective loop, leaving problems unaddressed. The company's communication regarding these issues is also confusing and dismissive; phrases like "Yay!" and "Congratulations!" are inappropriate and fail to address the core problems.***Persistent Issues and Systemic Customer Service FailureOnePlus was given numerous opportunities to resolve the issues that came up. Despite my repeated requests for continued assistance and clarification, I was constantly redirected to different representatives. I even tried to influence some engagement with pleasant and excitable replies, but the problems were never, ever solved. I made it clear to OnePlus that I intended to publicly address these issues, specifically regarding the unexplained reduction in the trade-in value offered for my new Samsung S20 and other pricing discrepancies that didn't match their website. This also included significant issues with the OnePlus Watch, which appears to be poorly designed, prone to overriding my phone and other equipment, and completely lacks standalone capabilities.After three months of unresolved issues, OnePlus is now attempting to extend a "public olive branch." While this might look good, I'm fully aware of their process and have no desire to engage further.This message serves as a stark warning to anyone considering purchasing OnePlus products: be prepared to face a systemic failure in customer service should you ever need assistance.Critical feedback can be difficult and sometime can muddy situations.... I like OnePlus overall and would definitely recommend and purchase another phone. Please be informed on potential customer service issues and some of the cheaper products that they might have but please don't let this limit your idea of purchasing one of their phones I highly recommend it.
If I could put 0 stars I would.The service is absolutely disgusting.I've sent my phone in a perfect condition, they didn't accept it because apparently the screen was broken.I paid 27 euro for them to send it back and when I got my phone back, it was broken. Samsung flip, it doesn't open anymore.I have a video showing the state of my phone prior.Clara is the one replying to my emails, she's not making any sense. They are scammers.
I have recently purchased the Watch 3 and got free Buds 3 with it. Everything went smooth, it was a pre-order and the parcel arrived earlier than estimated. This is not my first purchase, I have owned multiple OnePlus phones over the last 10+ years.One time my OnePlus 3 started having camera focus issues, just before the warranty period ended. The repair was approved by OnePlus Support and I could take my phone to ThePhoneLab in Amsterdam who repaired it while I waited.I never used their trade-in, but I don't like the idea of sending my stuff somewhere to be assessed, regardless of the company behind it. Just sell it locally or pass it to a family member or friend.
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