Review Time
I like their phones, but for the price they charge, they have a terrible customer service, the most inefficient I have encountered! I traded in a 1-year-old OnePlus 7 Pro when bought the new One Plus 8, as I prefer a smaller phone. This was the last week of May and they received the old phone the same week. Since I have no news of when or if I going to get any money for the old phone. I contacted their customer services many times from different channels and it always goes this way: I give them the details -> they tell me they are escalating the case -> I never hear back from them -> they send me an infuriating 'are you happy with the resolution?'. I'm ready to take this to a customer association and escalate because basically, they took my phone for free and I'm not ready to lose it.Update - and this is an example of how they deal with the issues raised. They set the expectation that they are looking into it and you never hear from them again ... still waiting to know more since they posted that reply. This is ongoing since June when I started contacting them. I reiterate - the worse customer service I have experienced to date!
I have experienced by far the worst experience of my life buying a phone and the phone hasnt even reached me. We will fix it in 24-48 hrs, my *** . It has been 20 days literally.. im never ordering a oneplus ever again. And the actual phone is pretty good. Oh my.
Expensive patch installation to me i loss trust on oneplus after update new patch phone was dead and costing Rs.27496 be careful if you buy phone.My phone is out of warranty its big mistake i update patch Now company say to replace mother board and display becasue of new patch both are dead just let me know is it my mistake.We buy expensive mobile for good quality and services, if this kind of service provide to customer how we can trust.@oneplus_support @oneplusCase ID: 201123001781Take action on it asap.
When I first posted my review, I was immediately contacted and told my issue was going to be solved... It has not. So, bad experience after bad experience.Btw. I was offered $20 buck as compensation... Long ago since this stopped being about the money. But it seems they just don't get it.
As long as your phone works and you don't have any warranty-related claim and don't need customer service you are fine. The phone has excellent hardware specs at an affordable price.Personally, I had a warranty claim as my GPS was not functioning. I created a repair ticket at OnePlus website. A UPS sticker was sent to me for free. After waiting for 2 weeks, the status of the repair was never updated. I had to online-chat with the customer service to get an info about the status, which then told me, that the package arrived empty. Whether the UPS delivery man (another criminal organization) or one of the OnePlus staff (which is located at Poland) stole the phone, your guess is as good as mine.The customer service assistant assured me she will look into the issue. From then on I received a seemingly automated email message saying:""I am sorry for the it is taking, please give me some more time, I will have this resolved asap. Regards Daisy Jones""After 1.5 months I had enough and asked about the status again. The answer was again, that the package was empty.I seriously doubt anyone looked into the issue or that the woman's name is even Daisy Jones.OnePlus is obviously cutting corners by employing cheap labor and skimping on customer protection.On top of that they work with UPS, another criminal organization notorious of being ridden with customer issues.My advice: If you decide to buy a OnePlus, simply dont bother with customer service and repair the phone yourself.
I have to say, my overall experience with oneplus over the last 3.5 years is very disappointing. It isn't ALL bad, so hence a 2-star. one star added for the volume rocker button.My camera failed within the warranty period and they fixed it. It failed again a month after but was by then out of warranty and wouldn't fix it. I found online that this model (3T) had a common failure of the camera which I pointed out to OP to be clearly a hardware issue. They said they had no evidence this was the case, and I had to drop it. I haven't had a camera on my phone for two years that could focus. To compensate I use my selfie camera in reverse when I absolutely must take a photo. It isn't easy capturing a document or receipt etc. Well it turns out they later determined it is indeed a hardware issue and fixed this model within a stated time-frame. This is without notice to customers like myself, despite me buying directly from them online and so they have my contact info.I have since seen that they did this and made contact but I now need to pay to fix it as it is out of the added recall period. Now I decided I will take it in to fix, and I go there within the opening hours the website listed, only to see that they are closed, and have adjusted their opening hours to exclude the entire weekend. Fair enough, but at the very least update your website to reflect this so I don't go all that way only to have to turn back around without a repaired phone.During email exchanges, they tend to take several days to reply to each message and took three goes before answering my actual question regarding whether the hardware design had been fixed. I needed to know this to decide if I should fix it once more.
A year ago I purchased a OnePlus 6t. When I received the phone it had a manufacturing defect, where the charging lead would not sit flush in the socket and was rocking back and fourth. I took the phone to the EE store and they confirmed it needed to be returned to OnePlus as they could see the bottom of the connector was disformed. This was a major problem for me at the time as I was in the middle of buying and selling a property, and planning our wedding. EE assured me that there was no rush to return it as it had a 2 year warranty.A year later with the house and wedding out the way I return it to OnePlus under warranty. 2 weeks later due to issues with UPS losing the parcel, it finally reached their service center. To my shock I receive a quote saying the damage is due to me mishandling the device. This is nothing short of a lie for them to be able to get out of repairing under warranty.I phoned up and complained about their mishandling claim, they then changed their story and said the phone only had a 1 year warranty so that was the reason for them not repairing it. I then contacted the Third Party I bought it from who confirmed it had a 2 year warranty. As far as I can see EU law states it must have a 2 year warranty.As I really needed my phone back (as I am working from home and need to be able to make WiFi calls due to having no signal at my house), I accepted I was being fleeced and paid for the phone to be repaired. It wasn't a considerable sum of money after all.Another two weeks later, no repaired phone, no evidence they have even worked on it by looking at their tracking tool. I complained again, they state they have no record of the fact I paid for the repair even after I sent them the email confirmation.A month later no phone, another £23 out of pocket, no sign of this being resolved. The customer service team are ignorant to what I am telling them. They just seem to have the 'computer says no' attitude and seem rather happy to make it all my problem, rather than proactively looking into things and trying to resolve amicably.Oneplus you really need to step up and turn this around, otherwise you are going to lose a loyal customer that has owned four OnePlus phones in a row. Your phones are excellent in design but with this level of customer service this will be my last OnePlus phone for sure.// EDIT: The following day after writing this review, like magic the phone is finally being returned to me. But it gets worse, the invoice says the parts replaced are clearly for the USB connector, but the fault found was a malfunctioning screen. Seriously OnePlus, does your servicing team really know what they are doing? It appears to be mistake on top of mistake. Makes we wonder if you are accidentally looking at a service request on a phone with an expired warranty where the screen has been mishandled and damaged, rather that the phone I actually returned to you.// EDIT 2: Although OnePlus say to look to my emails, I have received no messages from them looking to resolve this matter. I have even checked my spam folder. At least I have now received the phone back and I can confirm the issue is fixed. It's amazing how changing a USB socket can fix a mishandled/damaged screen.
I just assisted my friend in trying to replace his brand new OnePlus 7T Pro Mclaren Edition, and was met with the worst customer service ever. I purchased one for myself and my sister and both phones work beautifully, however his has nothing but issues, he sent it in for repairs and received it with the same issue. Contacted OnePlus for a replacement and after 30 minutes of sorry send it in again, finally asked for a refund, they denied it and basically said oh well to losing a customer of 6 years. he has purchased every model from the original and up only to be met with a $20 voucher and send it in again only to wait for 2 weeks with no phone and the same issue.Update 11/23/2020 - Still waiting for that email
Horrible customer service/repair. The product came back worst than when out for repair. OnePlus is horrible company to deal with the service is just bad.No communicationLack of telling the customer the truthB.S lies all the wayRepair center is BADThere are more product out on the market. I would not recommend this product to anyone.AgainI would not recommend this product to anyone.Buyer Beware!!From the reviews on here this company has serious problems People do not put your trust in this company or service.
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