Review Time
Absolutely terrible service and product. Ordered a 11 5g. Used my current device as a trade-in. Immediately I noticed things that were wrong. When I contacted support the only solution they could offer me was a factory reset (to solve issues that have been occurring since I received the phone from the factory...totally makes sense) or they would send me a replacement. In order to get the replacement I would have to send them the phone first. So be completely without a phone for however long it took for them to receive it and send a new one. Not a viable solution. Upon googling the issues I was experiencing I learned that they have been issues on the last 4 models so apparently they just don't care to fix it. After having issues with the phone and receiving terrible support I decided to return the device. I was within the return window and they hadn't processed my trade in yet so I asked if I could have my trade in back and was told no. This was annoying enough but when I asked if the trade-in value would be added to my return I was also told no. I was told I would receive a trade-in token for the value but I was ASSURED when I got the token that they could turn it in to cash back. Upon receiving the token I contact support to get the cash back and I was told that was not possible. The only way to use the token was to purchase something from OnePlus. These people are just crooks. Service is the worst you will ever receive. They do this weird, dehumanizing thing where they make all their support people have these super generic white people names when none of them use English as a primary language nor have enough of a command of the English language to understand what you are asking. I will urge everyone I know or encounter to avoid this company and it's products at all cost!!!
Customer service does not exist. The product is fine, unless you try to return it.. Then good luck! Months of being ignored, no complaints procedure. No replies to emails. Chat staff admitting no one has bothered to look or respond to the complaint. Still awaiting a refund 8 weeks later.UPDATE - 05/03/24 - Still no refund. Every time I contact their customer support I am told "a couple of days" - The refund is never processed.UPDATE - 13/04/24 - Still no refund. Same as above. No facility to speak to a manager or anyone else other than the chat support. FOUR MONTHS since I requested a refund and nothing.UPDATE - 22/04/24 - Still no refund. Same as above. No response from any manager or department. Chat support advise there is no update.
Owned OP 2, 3, 6,8 and 11. All brilliant phones. But totally lost faith since buying the OP Open. Had it 5 weeks then the inner screen developed the apparently common black streak fault. Asked to send to UK repair site. It has now been 5 weeks with them and is apparently stuck awaiting parts. No response from support to get a date for return and still waiting. No offer of a replacement or a refund. Still stuck in limbo with no phone despite paying up front for a premium handset. Given the choice I would walk away with a refund.Given nearly 8 years of loyalty and singing praises of their phones, I am sad that this will be my last. I feel like I have been conned out of a large sum of money and have nothing to show for it and no support from OnePlus.I would seriously advise anyone to read the reviews before thinking of buying one - there are loads of experiences like mine.A sad demise to what was a customer focused company back in its heyday.
Terrible company. Got a tracking number but they don't mention the shipping company. Lost hours. Finally through their support I found which company. Now it's stuck 2 days at the shipping company, they refuse to deliver, I need to call. But nobody there speaks English. Avoid Oneplus at all cost.
Very bad customer serviceI have been a customer of OnePlus for a long time. (Writing this in my OnePlus 7pro)Anyways. I ordered the OnePlus 12 and unfortunately the order was bound to the wrong account. I emailed customer requesting that they move the order to the correct account after giving them all the correct information. In the end they told me they are unable to do that... Which is ridiculousTo try and fix the problem myself I tried to cancel my order which is only in the processing stage (due to be shipped in two weeks as it's a preorder) but I have been told the order cannot be cancelled. Support said the only way to get a refund is to not sign for the package when it arrives which is crazy when they could just cancel. it themselves.This entire problem is absolutely ridiculous. I told the support team I wanted the phone and I don't even want to cancel but am being forced because of their "policy" which is daft. I have decided to call the bank and open a dispute as at least that way I'm 100% getting my money back. I am shocked at there service and am extremely disappointed. This is my first time needing help from there support and this is what I get as a long term customer.I will be switching to Samsung upon getting back my money as OnePlus has proven themselves useless
OnePlus customer care member are very kind ...today i spoke to a mam regarding my OnePlus green line issue...she guided me very professionally....( Sorry I don't remember her name ) ...but she was kind and polite on a scale of 0-9.i would give her 9
Contacted them in december about the oneplus buds pro. No sound from the left, didn't even use them that often. They said their system is down and go hold on, to this day they did not contact me. I've mailed them a few times, they just ignore. I've bought multiple phones from them and even recommended them to everyone but this is just ignorant.I remember the days you had to get an invite to order the latest oneplus. Those days are long gone and their customer support is gone with it. Not at all satisfied with oneplus, and i've been a fan since day one. Just sad.
Engaging with OnePlus for a simple warranty service transformed into a bewildering ordeal, highlighting significant lapses in their after-sales support. Initially drawn by their innovative products, my loyalty was severely tested by a service experience that fell dramatically short of expectations.The saga began with a defective device under warranty, necessitating straightforward repair. The process, however, spiraled into a series of frustrating interactions, marked by delayed communications and procedural oversights. The involvement of BusinessLab, a third-party service provider mandated by OnePlus, added layers of complexity and inefficiency, culminating in a request for an unjustifiable payment—without a corresponding invoice or explanation, and astonishingly exceeding the device's retail value.This experience, compounded by an opaque communication channel that left no room for dialogue or clarification, starkly contrasts with the customer-centric ethos OnePlus purports to uphold. The incongruity between the quality of their products and the caliber of their support services casts a long shadow over their brand, urging a thorough reevaluation of their after-sales strategies to realign with the high standards their customers rightfully expect.
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