Review Time
Had multiple phones of theirs and used to be a big fan but the company has changed. Customer service was incredibly poor - responses were slow and not making an effort to resolve the issues with my purchase. Bought the new 11 5G and tried to trade in my old handset, but the company they use for evaluating trade ins said firstly my phone didn't turn on, then it had outstanding finance on it, then it was stolen. All made up to give me the run around and not get the trade in discount for my fully functioning in amazing condition handset. OnePlus weren't helpful in resolving this and were so poor I returned the handset. Had to wait a long time for my refund. I will avoid them from now on.
OnePlus is a disgrace for the customer support services it's now been 8weeks for my headphones that went faulty and trying to replace them is near death impossible with there incompetence staff and service. I am still waiting for my new headphones I'm at Witt's end with this company when there products go faulty they take forever in resolving matters which takes months this is not the first time I've had issues with them. There phones are superb but customer services is diabolical and extremely poor, I also tweeted there CEO to which I did not get a response takes a great man to lead a company and staff clearly this is evident in the extremely poor service. I will not be investing in any more of there products or services in this company my advice to all is to stay away from it.
It's been two weeks and I've not received my phone. I contact OnePlus they tell me to contact Royal Mail, I contact Royal Mail they send me back to OnePlus. I paid OnePlus for the phone and delivery not Royal Mail! I write emails asking for updates to OnePlus and get no response. I use the OnePlus chat and the best they can do is either tell me to speak to Royal Mail, or tell me they have raised an escalated ticket, from which I have received no communications!OnePlus needs to take ownership of this problem, and sort it out, but instead they let their customers hang about waiting for emails that never come.Be very careful about ordering from OnePlus directly, if something goes wrong they will not help.Update:5 working days later and still no update regarding this. I've asked the Chat facility for a refund, to which I'm told another escalated ticket is required, given how well that seems to work, I don't hold out much hope.Update: 5 more working days, 26 days since I placed the order, still no response.Update: Oneplus never replied, ended up raising a claim with PayPal. Paypal contacted oneplus, oneplus didn't reply to that either, paypal refunded my payment.
there is vertical appeared on my phone screen but the service center team is showing a very minor scratches were the reason for the issue and we can't replace it to be honest the issue is with management from atleast now onwards I need check the phones management team I should not have bought if I know that Carl pei is out of OnePlus company worst management and not at all following the right to repair scheme as per Indian govt regulations and atleast need to give a proper body care to the phone to protect it from daily usage wear and tear
Terrible customer service. Had an issue with a product that arrived damaged, they did nothing but accuse me of damaging the item.... Avoid ordering from one plus.Update. It has now been over a month without resolution, please avoid one plus, truly terrible customer service.
I was very glad to learn about the trade-in offer by OnePlus as my screen was damaged and the cost to replace it was more expensive than the phone itself. I've called three times the support in order to make sure I would get the 120€ voucher as trade-in value for the old OnePlus 8 pro device. When completing the trade-in I said that it was damaged for screen and case. Plus the support sent me a confirmation on the 22nd of March that my device was accepted. If not I would have shipped back this OnePlus 10T 5G as I didn't want to pay for that amount of money without the voucher. Beg of April I received the bad news that my voucher was actually valued to 0€ and therefore I got credited on my bank account of 120€ which means at the end I paid my new device the normal price. I contacted afterwards the support that just gave me as explanation that the quote was reduced to 0 due to the damage on the display. But that information was already shared by me when I applied for trade-in. Additionally I called the support before using the new smartphone and the agent said it was accepted. I also shared the invoice proving that. Despite back and forth exchanges per mail, support didn't want to understand my argumentation and I just went unsuccessful. As a consumer this is a negative experience. Also OnePlus doesn't reply to the "right to repair" EU rules as the consumer is pushed to consume a new device when the screen is damaged because of the incredible high price of screens.
Editing review on 28th July 2023:After my below complaint was escalated I was able to return my device and be reimbursed for the trade-in value. Communication was must faster after the complaint was escalated.__________________________________________I bought a new phone in May 2023 from OnePlus. I selected a return date for my trade-in device to be collected from DHL to be returned. The date of return reverted to the date I was inputting the information and therefore impossible for DHL to collect. I looked at rescheduling the collection date and it would not allow this. I then cancelled the collection date with so I could input a new date. After cancelling the initial collection date it would not allow me select another one, even though OnePlus state you have a few weeks to return the trade-in device. I contacted OnePlus numerous times about this issue but they are extremely slow in responding and I have now been charged for the trade-in device not being returned. They also took the money without any prior notice to me.Not only that, I am trying to source a new screen protector for my OnePlus 10 pro which has been impossible. OnePlus themselves don't even sell the screen protector for this phone.While I like the phone, this has been a negative experience and I will not shop with OnePlus again.
Been a OnePlus customer for a few years and sold it to many.I was excited to know a pad was to be released.Took advantage of the earlybird offer to included the plug charger and the keyboard.Paid the deposit, chose the free gifts.... completed payment as requested.Pad received with nothing else. Contacted customer services who claimed I did not select the option of the keyboard.....I was shocked....and that the charger was to be redeemed via a voucher that was on my account, screenshot sent to confirm no relevant voucher...went round & round in circles. Asked for the charger to be posted directly.No conclusion.Because of my disability, the keyboard is essential so it was a great offer to take advantage of. Pad is laying there ideal, very distressing for me. Sad that after all these years, the customer service has not improved.
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