Review Time
Had to give 1 star to write this review but even 1 star is too much.I had to send my phone for repair, Oneplus organised UPS and phone was sent on 10th December. The phone is lost / stolen now, its simply vanishedDespite numerous phone calls and emails all I get is "we are so sorry, we really understand , please wait a few days '.... I mean literally I wait a few days and get told the same thing over and over. Their customer service really is the worst I've ever come across. I swear they employ parrots to just repeat the same thing. It's now been 6 weeks, and I've got absolutely nowhere with them. Needless to say I'm going legal now, just wanted to warn anyone else thinking of getting a Oneplus phone.. Seriously have a re think, the phones are priced cheaper because, they are cheaper phones, and the company spend very little on customer support. I wish I'd spend a bit more and got a big name brand that actually cares about its reputation.Case ID 201202-006336
Tried to get a repair on a Oneplus 7 Pro that is under warranty. I started all this in December and now on 22/01/21 I have still not got the RMA confirmation.Great phones but in my opinion customer service does not exist. I've chatted to 3 customer service agents and countless via email.I love the phones but my relationship with Oneplus started on the Oneplus3 and is about to end on the Oneplus7Pro.My money will go to Samsung or Apple next time.Update 23/01/21. Oneplus have replied on this review and I appriciate that, but they have left the generic contact for support which is why i wrote a negative report here. Nothing ever gets done. I supplied the case ID to oneplus via Trustpilot, but yet again nothing happened. My review is further proof of the mediocre support.Update Feb 2021.I finally managed to get the phone fully repaired by Oneplus. Once the ball got moving it was fine but I have only give 3 stars for the sheer time taken .
Should have read the reviews I guess... bought a brand new Nord N10 and had it for 2 days! Then it did some update without even asking or confirming with me. I guess something went wrong or the phone itself is junk.(Very cheaply made and is slow) But after it did that the phone no longer turned on and was stuck on the boot screen. Tried to reach out to them and the agent had no idea about the phone or what to do and had to ask a supervisor. She then said to send it back in and get it approved to get another crap phone and go without a phone for weeks probably. I guess I'm just gonna have to take the $350 loss. Phone is basically a paperweight and its only 2 days old. Very disappointed and let down by Oneplus. Do not purchase from them unless you have money to throw away. Lesson Learned.
I have a one plus 8pro and after an update to Android 11 it started random restarting. I contacted one plus about this multiple times. Nothing was done then I sent a request online telling me I need to pay 1k plus taxes for a replacement device. The phone is on sale for 799 I'm missing something. I chatted with someone today online and explained all I wanted to do is send my for in for repair But she didn't grasp the concept needless to say I ended the chat. I called on the phone and talk toa guy who was telling me that one plus only repairs devices and he asked repeatedly did I want to send my phone in? I'm like this whole purpose of the call was to send the phone in but after reading theses reviews I think not.
Hopeless Customer service. I should be giving 0 stars if possible. They lost my under warranty phone when sent for repairs. Its been two months now and no compensation from One plus service. There standard reply to any correspondence is we have passed this to XYZ department Pl. wait for 3 - 5 days. And cycle continues
"Customer Service" is not a term understood by this company. I had a phone that needed service after about 6 months. They claim that phone was returned but I never received it. I have tried everything I can think of but can't get a answer as to the status of my claim. Responding to text messages is a waste of time. Calling requires information you are looking for. Email is rarely answered. If you want a very expensive throw away phone, this is the company for you.You asked that I edit this so that you can try and resolve the issue. The issue is that you don't resolve issues. There should be a big folder of emails, text and calls from me, all concerning my issue. Look at them, see how long I have been trying to get an answer. I have gotten to the point that I expect no resolution. Two days now and back to you using resending a text and not reading my response to it. Then a phone call that was a very poor quality connection. What is wrong with a simple answer to a straight forward question? What is the status of my claim for the 7T that you said was returned but I didn't receive? So nice, another text that was re-sent but you didn't bother to read the response. Also, still NO response to my edits. I am so sick of the computerised responses, no one is looking at what I am asking for. You seem to feel that because I am using a OnePlus phone that was bought as a gift that I don't care about the one that has gone missing. The length and number of edits here just support the lack of support that I am concerned about. Finally got an email offering a refund of some type. Not much information given and they want to use a system that I don't use. Still don't hold much hope for a resolution. Weeks and only the one response here and computer responses only in messages. I do hope that people will understand that this kind of lack of customer service is not acceptable. I will continue to wait but I do believe that I am out the value of my phone. Dec. 4 my phone was on its way back to me. Feb. 2 I still can't get an answer as to the status of my claim for non-delivery. Just spent 2.5 hrs trying to get OnePlus to understand that I don't want to add a third party to this mess. What do you do when"customer service" does not understand NO? OnePlus is now saying that they will give me a refund ONLY if I use PayPal. I don't have a PayPal account because I won't give them my photo ID (can we talk about possible fraud?). I paid by credit card and I am open to a refund to my card by check, or some other way that is common business practice. OnePlus does not call or email (except computerized). All contact must go through you calling "customer service". No one in "customer service" seems to be able to spell their own name because it is not in the manual. I am at a loss, I have never dealt with total lack of care about the customer. February 28 and I received an email to call and ask for a supervisor. Called and told"I don't have a supervisor right now". Also told that I could stay by my phone for a call back sometime in the next 2 plus hours. Why did I ever buy from a company that has this low of a standard? Finally got a"supervisor". They could not confirm my email even though he had the complain number in front of him and I receive multiple emails daily. Grade school kids can do better. March 16, I still can't get anywhere. Calling in is talking to someone that is trained to do nothing. Email and you only get computer responses. I'm thinking that I may have to go to the court system. Now my 8T has a problem. I have to go get a phone but I won't be getting OnePlus. Now can a company treat their customers so poorly and expect to grow? Here we are at the start of another month and still the same old story, promises but no action. My case is with "level 2" escalated team. How bad does your customer service have to be to require a level 2 escalated team? This problem started about 12/07/2020 and now on 04/08/2021 OnePlus has "resolved" the issue by returning payment to a closed credit card account. I gave them bank information to use some time ago. NOT A WORD from OnePlus about this"resolution". I found out because my bank notified me of the activity. Right now not sure if I can get the money moved into my new credit card account. I am done with OnePlus. I am going back to Samsung.
I bought the OnePlus 8 from T-Mobile six months ago. A big mistake. I have had nothing but problems with this phone. Just to many to mention. Everytime I call Technical Support I'm on the phone for hours. Then told that they have to transfer me directly to a OnePlus Expert. So now my call is transfered to "INDIA". This has happened three times. Each time I have finished up with more problems than I started with. In future I'll keep to Japanese made phones,
The check out and trade in process is ridiculously difficult. i called customer service and told me to log in. Really how did I live this long without your help. The sale is lost. If this is what I get to spend; I can only imagine what getting repair service would be like. One ZERO!
Don't just don't buy a OnePlus phone as this is what you can expect when it has a fault and needs a repair, raised a request as not one but two phones both have screen issues ..after a week of having to constantly contact them ..phoning them please don't bother their staff are working from home and think it's acceptable to have kids screaming in background then when challenged claim the noise was allegedly coming from my child free home!!! The phone line is not fit for purpose, so my only option to contact them is webchat ..again not fit for purpose. Took them forever to send me a return label kept sending me the email with no link then when they eventually do send me it i of course send the phone's off immediately as being without my phones for over a week at this point and in the middle of a pandemic its causing no end of problems ...sent the phone's off day after get a call ...they only went and sent me the wrong label and my phones are now enroute to a service centre with no spare parts apparently!!!!! I even confirmed earlier that morning on webchat they'd been sent to an approved partners and they said yes !!!! Back I went to waste even more of my time on webchat for them to blame Brexit ( yeah right like they didn't have enough notice ! And To then basically tell me I just have to wait ....without my phones for even longer no time scale provided....this is the standard of after sales service you can expect from OnePlus... brilliant phones but just not worth it cause when they go wrong expect the Company to feign concern be totally ineffective ..full of excuses and are literally incapable of providing even a basic standard of customer care/service!!!I've lost count how many staff members I've tried to email, talk to or communicate with on webchat and not one has helped all have made mistake after mistake and I am no further forward in this being resolved....they are however Real quick to take your money though !!!!
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