Review Time
If there were ways to remove stars, I would.This company's service is beyond shocking.Ordered handset on 15th Nov, told delivery would be 17th then 18th!Guess what? No phone arrived and then a different story from every advisor when we tried to find out what was going on. Basically excuse after excuse with no tracking, no way of cancelling order and no way of knowing, even inside their own Organisation, what on earth is going on.The most frustrating company I've ever had the misfortune of encountering!No phone, no refund and no idea when things will be sorted.Do not use! Avoid completely
OnePlus 8 Phone doesn't ring. Neither OnePlus or t-mobile seem to be able to fix problemTmobile told me to keep the phone and use it as a paperweight (their customer service was good), so I kept using the oneplus to play domino's, that's it. Then the one plus got an error, don't remember the exact wording, but it was a complete system error, the phone went black and there it remains. There was supposedly a fix which was like a full system reset, but you had to have a windows computer, I dont
OnePlus is not alone when it comes to issues with outsourced support, but honestly, they have have to get a grip on the quality of communication from whom they use.The two responses to my emails were both written by the same individual who clearly has poor knowledge of the English language. Both appear to be canned responses that do not even speak well to my initial request nor to my follow-up reply. It gets more and more frustrating dealing with these companies and causes me to walk away from products/companies I like. I have no time for the impersonal, inefficient, ineffective support provided by them. How about standing out from the crowd and provide top notch, well-managed, thoughtful, caring support. Actually show that you appreciate your customers. Now that would be different, wouldn't it?
I love OnePlus phones. I've had the OP3 and OP6T, and they're the best devices I've ever owned. I've recommended OnePlus phones to friends, I've bought OnePlus phones for friends. I love the pure android experience and owned multiple Nexus devices even before OnePlus existed. I feel that OnePlus devices continue the Nexus/Google Phone legacy even better than Pixel phones.Until I needed to send back my phone for repairs under warranty. Four years ago, my OP3 had uneven screen warmth. I sent it for repairs, received it back without any repairs done, in the same exact state, even though it was claimed that it was repaired. I sent it back, and OnePlus replaced my phone with a new one. After more than two weeks of back and forth, at least the issue was resolved.And now I'm going through the same with my current phone. I have been without my phone since the 12th of October. Yes, since a MONTH ago. Same scenario, only worse: They sent it back with the same fault, no work had been performed on it. The work log said:Oct 21, 2020 11:12 amRepair finished and ready for shipping.Oct 21, 2020 11:11 amYour device is under repair.Oct 21, 2020 11:09 amOur service center has received your device.That's right, my device was received, inspected, "repaired", and prepared for shipping in 3 minutes. I contacted support and they reassured me that the phone was indeed repaired and not to worry! I received it, it was still faulty, I sent it back, and it's been 10 days since the second time they received it. They claim that they don't have the parts (for a device under warranty) and that I should have to wait for another 5-7.To add insult to injury, I am getting template responses to my emails without customer reps even bothering reading them. They keep calling me "Greg" even though I corrected them a couple of times. My name is double the length and only has a single letter in common with Greg.I spent hours backing up my stuff, factory resetting, restoring, TWICE for each RMA, just because OnePlus repair centers can't get it right the first time around. I feel helpless. I am without my OnePlus phone for more than a month now, which affects both personal and work matters. I love OnePlus phones, but OnePlus, you are doing your best to push me away.// Edit as I can't reply to OnePlus' answer below: Thank you for the reply. I agree that this shouldn't happen. Unfortunately I did check my inbox (and spam folder) and I don't have any emails from OnePlus.// Edit 2: A day later and OnePlus has not gotten in touch despite the reply below. Trying to save face? 36 days without my phone, and counting.//Edit 3: I got my phone, at long last. It took OnePlus two RMAs, and 38 days to rectify an issue covered under warranty. It's like a bad joke. My phone is less than 24 months old, and for more than one of those months it was in OnePlus repair limbo.p.s Support keeps calling me Greg.TLDR facts about my RMA experience:- It only took 38 days for a warranty repair- It only took two RMAs- This is not unusual it seems; I've had similar experience with a previous phone in 2016 (two RMAs back to back)- In the first RMA the repair center opened my device, inspected it, found no fault and prepared it for shipping in 3 minutes flat according to the work log- In the second RMA the repair center unapologetically ran out of parts for a device in warranty and held it for 15 days- During those days, OnePlus held radio silence for 8 days even after I sent 3 email reminders and another ticket- After enquiring about the status of the second RMA, I was sent the tracking number of the first RMA- The agent supporting me asked me for my RMA number even though they repeatedly reassured me that everything was fine with my RMA in previous emails- My device was under 24 months old at the time, and more than one of those months, it was in OnePlus' hands- I was being called Greg, even though my name has one letter in common, and even though I mentioned it at least 3 times in my emails
Oneplus used to produce decent mid to high range phones at affordable prices. But now they are just churning out mediocre phones that are no better than their rivals and in most cases higher prices. It seems they have lost their way in this respect. Furthermore they don't deliver on their promises of software updates and many previous customers won't be future customers. This is all to true with the current 5/5t debacle that had an android 10 rollout that has left users with pretty much unusable phones. They are basically ignoring these customers and offering no resolution and to compound things even more there are no security updates since April. Shame as the company ethos was once sound, but alas no more.* extra* And features are also removed from devices without explanation. I notice Oneplus has taken the time to reply here, fair enough, but shame they don't bother replying in the oneplus community forum to update their existing customers!
If I could give no stars I would !!! One plus phones itself are decent...however we got earphones as well.. they broke and when we emailed them, they promised a refund .. it's been 3 months since and have ignored about 8 emails in general!!! I sent them an email with a receipt as proof we returned the faulty goods .. again ignored!! They are cheap because they don't need to earn money because they Rob from us clearly !!! Service is absolutely shocking.
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