Review Time
I tried to return my unopened 9Plus (read the bad reviews and changed my mind) and it was the most arduous process of my life. How is Oneplus a technology company??The first customer service agent I spoke with, Kemp Norman, took over 30 mins to file what should be a pretty basic return request. After the ordeal, he told me I was good to go and to expect.I never got any email and had to try contacting support again. Twenty minutes into that, I got cut off.Third time's the charm I guess. I go through another 40 minute session with a customer service agent who told me that in fact, KEMP NORMAN never put a return request in for me. So I have to initiate a new one. No big deal right? Somehow, it manages to take the agent 40 minutes to input my name, address and email. I am AGAIN reassured that my return request is in. Who knows if it is. Now I have to sit and wait another 2 to 4 DAYS to get a shipping label. Mind you, Oneplus only gives 10 days total to return. If they don't accept this, I'm appealing through my Chase credit card.Worst customer service I have ever encountered. Very good at wasting customers' time.
I bought a Oneplus Nord for my partner back in August 2020. It cost about £400. Last week she reached out to pick it up from the bedside table and dropped it onto the wooden floor. The screen cracked. I read up on the warranty, manufacturing defects only, not accidental damage. Oh dear. I went online and realised that the Oneplus we chat is available until 3am. Spoke to a lad in we chat, I was honest. “No problem” he said “don’t worry.” He gave me a repair number and I was able to print off a postage paid return label. I sent the phone off and was amazed when it came back from SBE Ltd about 7 days later. Fully repaired, no charge. I cannot praise Oneplus highly enough.
I have been a OnePlus customer since they launched there OnePlus One. I have been a loyal customer buying all of the new handsets that gets launched plus accessories. I have todate spent nearly £8,000. I was wanting to buy the OnePlus 9 Pro. I have rang them to see what they can do for being a loyal customer and spending a lot of money with them over the years. All they offered me was a £50.00 voucher. That is an absolute insult after me spending nearly £8,000 with their company. All I keep hearing is they can't do this, they can't do that. There is no customer loyalty from them at all. There are better companies out there and I need to now look else where and give my custom to somebody else.
I pre-order the 9 pro and everything looked good until I activated the phone. There is an offset at the front camera, it looks like a second hole and is a production error.I contacted the support and they offered an RMA for the device - everything good so far.But when I tried to time the pickup with UPS, it was showing me some fees I have to pay.I wrote the support again and the just told me to ignore it. What is not possible during the timing of the pickup.So I just picked cash payment and refused to pay when it got picked up - everything in coordination with the Oneplus support.As expected, the UPS guy refused to take it with him, because I refused to pay for it.Contacted the support again and I got the same response: I do not have to pay anything and should not pay anything to UPS.A new service request was created and everything started again.New sticker from UPS, next try to set up a time for the pickup and again, I have to pay a fee for it.Support told me to just pay it or drive to the next shop, which is an 1h (one way) drive away. That is not what I expect with free replacement during the legal warranty!I got an offer for a 10€ voucher, that I can use in their shop. That would just force me to buy more stuff...After I told the support this is a bit of a joke, the chat was just closed - that is hilariously unfriendly.At that point I tried to use another medium as the chat and called the support hotline, but thats imposible because it just tells me, that the call participant is unreachable, I shall try it later.So I tried the third option and sent a mail.A ticket got opened for it, but 2h later I just received a survey for customer statisfaction - sounds a bit like the ticket was just closed without any response.Such a customer support is unaccaptable!Oneplus claims to sell premium products and I would be really happy to have the phone I pre-ordered in a flawless condition...The support on the other hand is far away from premium. At least for me, that is the worst experience with customer care up to now.Update:UPS came without an appointment and picked up the device (with the same shipping label on it).So what does that mean: the customer is not supposed to arrange an appointment with UPS, because they will charge you a fee for that.Device arrived at Oneplus the next day (express delivery) and got investigated. I am now waiting on further information.Pretty sad, it feels like a really good system got executed poorly. It would have just taken one sentence of explanation to provide a satisfied customer experience.
Getting my phone fixed with OnePlus and their repair partners SBE Ltd was genuinely by far the worst customer service I've ever received in my entire life. They claim on their website it takes 7-10 days to get your phone fixed, when in reality it takes several weeks and you have to nag them constantly in order to get them to even bother to give you any updates on their progress. Then, as a final kick in the teeth, when I eventually got my phone back, they'd lost my SIM and completely wiped all of my data without asking my permission - so that's 5 years of personal data and treasured photos gone forever, thanks guys.
I contacted customer service about a serious issue that tends to make my phone unable to make calls. I quickly received a presumably generic response suggesting a hard reset and I responded a few days later to say it hadn't worked.In the 13 days since, I have heard nothing back despite replying again to push for a response. It appears that OnePlus has settled for insufficient customer service capacity.Edit: regards the OnePlus reply, I appreciate the overdue confirmation that I need to pursue repair. No comment about the slow customer service response though.
I am absolutely disgusted in the way I have been treated by OnePlus customer services. This is in regards to a ongoing issue. At the begining I was told my phone was purchased in Canada then it was purchased in China. When I asked Scarlett the lady who was dealing with this to send me proof of where the phone was purchased she refused. The phone was bought in the UK. I have explained this but I am more or less being called a liar. And someone who is terminally ill with cancer I should not have to deal with this added stress in my life. If your thinking about buying a one plus product I would really really urge you to go for a better company with better customer services. It's been a really really bad experience. I will be reporting OnePlus to trading standards and I will be sending my experience I have had as a disabled person and the way I have been treated into the news paper. Avoid OnePlus at all costs.
Very poor customer service. I have contacted oneplus 4 times about my trade in. What I get on the phone is poor english, when I can understand, scripted answers, and put on hold and no one picks backup. If I have known this, I would have not purchase this phone. Customer is mpst important even if the phone sucks. I would not do a trade. I hope you have no issues requiring customer service.
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