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One thing you could improve on, is changing your repair agent in the UK, SBE (just check in glassdoor.com how they treat their staff AND our devices)!I am a very reasonable person, and hope the narrative will reflect that:1. Sent the device on Mar 10th - still not received (Apr 26th) - while delay in such pandemic times is understandable, lying and keeping a customer uninformed is not.2. Never received a status update and had to call every single time3. Their story keeps changing:- before sending the devise, they said it takes 3-5 days,- a week later: the parts are not here,- a week later: Oh the parts are here, but we had a queue, so your device would probably be ready end of next week,- 10 days later: oh that shipment did not have your parts, but expecting another shipment any minute now,- a week later: nope, did not have YOUR parts, and you need to wait till we tell you the device has been repaired and on its way to you!4. I asked for estimated time, the agent was very rude and said he can "throw" a number!!!5. I asked to speak to a manager, and was told it is not how they do things!6. They refused to follow up by email - They promise to call, but NEVER did - so I have to call every single time - one time I had to wait for 30-min! and their calls cost 10p/min!5. I asked for the device back, and was told they will check if "any repair" took place, + I need to pay £14 for return post. How dare they ask, given I have been patiently waiting for 45 days and they cannot even give me an estimate for how long I need to wait!
I ordered the OP8P IN2025 and was shocked to discover that it doesn't support any 5G in Canada (Telus specifically) even though the phone supports the necessary bands! Doesn't support VoLTE or wifi calling either. $850 and I still have the same technology as I did before! I'm returning this phone.
Absolutely love OnePlus. Have always looked forward to each new upgrade,in my opinion, the only one they let themselves down with was the OnePlus Nord. Their customer service is fantastic. I have never waited more than 24 hours for an email back and twice I had to send phones away(from Ireland) because I cracked he screens, but I had them back in under a week. Courier service came to my door to collect it too so I didn't have to try post it. Overall, great service except for the OnePlus Nord.
I ordered and paid for a OnePlus 9 Pro from OnePlus UK website. When phone was delivered and unpacked, I started it up and the software updated and as a result WIFI and 4G calling stopped working (worked before update) I was also unsure of the quality of the phone given the price of £829.00 so, I decided to send it back within 14 days cooling off period, got authorisation, obtained label for Post Office, sent it back in the same big box that they sent it in.It was tracked and delivered on Monday 12/4/21, I contacted them via LiveChat on Tuesday and promised a refund. "Thank you. Upon checking with the return request number I request you to wait for 2-3 business days for the amount to be reflected in your bank account"as of 16/4/21 there was no refund so I checked my One Plus account and it said the phone was awaiting inspection. On to live chat again, copied in chat from Tuesday only to be told I won't have a refund until 6 days after the phone has been inspected! This is not what I was told and given the phone was returned on Monday and this is Friday, they have had ample time to "Inspect the phone"I pointed this out but, made no difference, escalated to a supervisor and no difference. All they can say is keep waiting! Meantime I am £829.00 out of pocket and they have lied to me.I have raised it with the credit card company and hopefully they will get the money back from One Plus but, in the meantime, I can't replace my damaged OnePlus 6T as I am awaiting a refund before I can buy another phone and One Plus are determined to drag their heels before refunding!Very poor experience and phones are far from Flagship challengers but, as I need dual sim, my options are limited hence I looked at OnePlus. Never again!17/4/21OnePlus, thanks for the reply, I won't be contacting the support team, I have already spoken to them via live chat and been lied to.I have raised the issue with my credit card company and I have left it with them.20/4/21 update.Given that it is going to take the credit card company a while to investigate, I opted to email OnePlus as requested. It was a waste of time. Same old reply about timescales to refund after the phone has been inspected. Completely miss the point, it's over a week since the phone was returned and it has not been inspected so, how long does it take to inspect a brand new phone that was returned within 14 days? Also, they are saying upon inspection, if there is a fault with the phone I can have it repaired and returned! A immaculate condition phone and returned in same condition as received! Sorry, but, this company is either incompetent or rip off merchants.27/4/21 Well, refund arrived eventually after them continuing to say it would be refunded when the phone was received at the service centre and me continually saying the service centre had it! Only took them two weeks to refund! To be fair, I think the issues are with their 3rd party supplier (service centre) but, still gives a bad impression of OnePlus.
Customer service is extremely poor. I ordered a bumper case to arrive next day. Three weeks later it has not arrived. Call after call I was told they were chasing the issue with DPD and would email me what they were doing. No emails received. Called today to cancel my order only to be told because it had "shipped" it could not. Now the item is going to be despatched today to arrive in 4 days time, when I paid for next day delivery. Will never deal with them again.
I use an 8T and the wife uses a 7T, the phones are great. A few compromises to keep the price well below other flagships from the likes of Samsung but these are negligible (no wireless charging on the 8T for example)But why, why, why do they not listen to their customer base. The way the power button and volume rocker are placed (on opposite sides of the phone) makes accidental screenshots a complete nightmare. Whenever you pick it up you naturally place your fingers on both the volume down and power button which on an Android device takes a screenshot. This has been happening on many generatiopns of device but yet they still refuse to alter the design or at least impliment a software update where you can adjust the screenshot settings (a 3 second timer would fix the problem straight away).There is 100's if not 1000's of posts on Reddit and other social media about almost everyone having the same issues but it has never been adressed. This single reason will stop me from looking at OnePlus for my future devices and it's such a shame as a fix would be relatively easy to implement.
My phone has not been working correctly since I bought it (OnePlus Nord 5G). The call button does not swipe up to answer calls. I have tried persist with this phone but eventually had to request a refund. After being messed around for 2 weeks I was told that the warranty on this phone is 15 days so I was not entitled to a refund. I was sent to a page in Irish to show me! Can't believe this. The phone is 2 months old. I tried to see if it would resolve myself before looking for a refund but now seem foolish.
I would give a zero if I could there is absolutely nonexistent customer service. I sent back a brand new 8T that was a gift for my daughter but would not work with her carrier it’s been a month and they still have not refunded my money even though they said it checked out and I would receive my refund in 24 to 48 hours. I have 10 emails that say the same thing and it’s the same story when I call I’m sure I will get the same response to this review. Just as I expected one plus gave me the answer they have given me twenty times their sorry they will take care of it right away. What a joke .
WORST support I have ever received. Bought a brand new OnePlus 9 Pro and there is an error with the phone internal memory. I am now on day TWELVE of trying to get a refund/replacement -it takes DAYS from them to respond. I will NEVER buy another product from them again!. Avoid this company.UPDATE: They sent a link to open a call with them via the same support channel I ALREADY have a call open with them. The case ID is even in the original post. I don't want to open a new call, I want the TWELVE DAY OLD call I already have open dealt with. What an absolute joke!
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