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AMA - OnePlus Support Dec Edition [Winners Announced] Nov 30, 2020

Yash Pratap Singh. , Nov 30, 2020 :

Thanks for the AMA @Tom B. !
@Lubna S. How were you guys able to cater the requests of customers even during the Lockdown in the country, via different support channels?
@Rain Y. How did Call centres work during COVID lockdown, like did you call a fraction of the staff in shifts, and did you learn any new ways of reaching to the customers during this lockdown?
@Ramakrishna K. I am really happy with the service provided by the OnePlus Care App. Just got a Q1 installed a few months ago. How has partnering with Servify helped you increase your Repair and after - sales service reach for the customers, like doorstep pickup, service request tracking, etc.?
@Sami L. How are you able to give Additional Warranty services to all new phones via Red Cable Club. It benefits the customers like me a lot and we are really happy with this added benefit, but how are you able to manage the extra costs of the additional warranty for customer satisfaction?
@Monica Z. I think that the live support agent chat option for customer care is really nice! If you already have the Live Chat option, why was there a need for Whatsapp support, is it because more people are accustomed to Whatsapp?

 

camohan , Nov 30, 2020 :

Hey Tom and Dignitary Guests, hope you are all doing well and safe.

My question is for @Ramakrishna K. More often than not I have heard users complaining that doorstep pickup is not available for a particular location and the nearest service centre is few hundreds of kilometres away from the user.

Currently, metropolitan cities are getting more coverage but smaller cities may be the real beneficiaries of this facility. Even if a two-tier or three-tier city has one service centre, India being a country with a big geographic area catering to the majority is difficult.

My question is how does the team decide which region, state requires a doorstep delivery and which should not.

Thank you in advance.

 

the_o2 , Nov 30, 2020 :

Hi @Lubna S. & @Ramakrishna K.

So I had the Red Cable club extended 50% off battery on battery replacement for my OnePlus 5, even though there is OnePlus service center is in my city the OnePlus care app was showing no service center available in your location you have to choose pick up and drop option which I hadn't.
Now my warranty period is over.

Just wanted to know why there is no transperancy in these things, when I called to the service center they have no idea what warranty I am taking about like they know nothing and the OnePlus customer care put my call on hold for more than 40 min, I give up.

Whether my comment gonna pick up or not wanted to say please please improve the customer support in non metro cities, you are not small company anymore.
Top seller, top brands so please provide top after sell services as well, don't let our trust down.
Thanks in advance.

 

OmarRolon , via OnePlus 7T Pro , Nov 30, 2020 :

thanks for so much support

 

Rajnish_Dhull , via OnePlus Nord Blue Marble , Nov 30, 2020 :

@Lubna S.

More ONE PLUS stores are coming in India like the one on Hyderabad?

And any benefit if we buy from these offline stores?

 

Hammad1234 , Nov 30, 2020 :

asishgrwl , Nov 30, 2020 :

Hello @Ramakrishna K. my question for you is when choosing pick-up & drop service for sending our device to the service center, although we are given an option to choose a particular day out of multiple days for getting the same picked up from our location, so, instead of sending it back to us as soon as the service is complete, why aren't we then given an option to choose whether we would like to get the same delivered to us on a weekend or any particular day after the service is complete?

 

Chirag_Gohil , via OnePlus 7T , Nov 30, 2020 :

Wow. Nice one

 

Rajendra.Bhat , Nov 30, 2020 :

Thanks for the AMA

 

A.Saketh Gupta , via OnePlus 8T Aquamarine Green , Nov 30, 2020 :

Can u Add Oneplus Dailer Calls and Mesaages apps

 

Dhruv Kashyap , Nov 30, 2020 :

Thanks for bringing in the AMA @Tom B.
I would like to ask @Lubna S. How many calls per day on an average are received for OnePlus support and how does an executive deals with the plethora of calls?
@Ramakrishna K. How does OnePlus deals with the return and replacement of the devices? Basically, what happens to those device?
Also, what are the criteria for the cities to be chosen for doorstep services and how does OnePlus plans to enhance the service to other cities in India?

 

Dhruv Kashyap , Nov 30, 2020 :

Also, @Ramakrishna K. does OnePlus plans to bring a service similar to Loaner Phone service to India? Have myself experienced a similar case when my 3T had an issue and I was given a temporary replacement by OnePlus while the issue was being managed with. Can it be extended to Doorstep service as well seeing the whole lockdown situation?

 

Starcommander , Nov 30, 2020 :

Was thinking to create a long thread asking few questions but I will ask them here.
@Lubna S. i want to ask how are issues apart from ecom, product are dealt by your team? Especially the ones, wherein a user complaints about data breach.
@Ramakrishna K. In these covid situations, it is not feasible to travel 100km for repairing a phone. Also pick and drop service is not available. How does OnePlus tackles such issues. I can't go to service centre, neither can a technician visit my home nor can I avail pick and drop. What should I do?

 

SRD. , via OnePlus 7T , Nov 30, 2020 :

@Lubna S. & @Ramakrishna K. ,
Congratulations to the entire team for the newly inaugurated Nizam Palace , Hyderabad as an example of commitment of OnePlus In India.
@Monica Z.
My question for this AMA is :
How does it impact when the no of product lines are in an increasing trend, ( The range of product is increasing )
How do you cope of with increasing trend of customer complaints ?
How emphasis is given to the models which are not manufactured now. ( For example OnePlus 8 series & 7T & 7T pro are under manufacturing , ) but Production of 6T, 3T is not there. How long the support in terms of spare availability can be ensured . If I am using an OnePlus 3T, Can I get basic spares like display screen , antennas etc. If yes till how many years ?

 

Bittoo06 , Nov 30, 2020 :

Greetings to all the Guests and thanks for the AMA @Tom B. Happy Festive season and hope you all are doing great.
My questions are:
@Arun. S - During this pandemic, what was the level of support which the OnePlus team was able to offer to its users as compared to non-pandemic days? How did you manage that?
@Lubna S. - What precautionary measures did you take for complete sterilisation of the devices and accessories which came to you for repair during the pandemic?
Lenny - We all know how much OnePlus sales have risen during this pandemic, especially the accessories. How did you manage the inventories of the spare parts and its transportation?
@Rain Y. - What was the most challenging task for the team Staff of OnePlus in the past few months?
@Sami L. - We all know how much OnePlus sales have risen during this pandemic, especially the accessories. How did you manage the inventories of the spare parts and its transportation? (The same question as that for India and North America, for help in my case study)
@Ramakrishna K. - We all know how much OnePlus sales have risen during this pandemic, especially the accessories. How did you manage the inventories of the spare parts and its transportation?
@Monica Z. - How did you manage the staff and the users at the same time in the lockdown? What were the most challenging aspects?

These were my questions. Thanks for the opportunity. Stay safe.

 

SRD. , via OnePlus 7T , Nov 30, 2020 :

Hi @Monica Z.
Hope you are doing well.
My question for the AMA is :
1. Can you Make a transparent system , like display of How many Complaints you have received in a particular month, How Many complaints are resolved , & How many are Pending ?
By doing so, you can win trust of people. At the same time you can self access your own system of Customer Support, which'll be definitely helpful for users as well as your own team.
Anyone Can answer.
@Arun. S , @Lubna S. @Lenny T. @Rain Y. @Sami L. , @Ramakrishna K.

 

SRD. , via OnePlus 7T , Nov 30, 2020 :

@Arun. S , @Lubna S. @Lenny T. @Rain Y. @Sami L. , @Ramakrishna K. , @Monica Z.
The product availability is one of the concern I have seen from many days, if a product is not available , it's not available for months. How do you mange availability of spares,
How much emphasis is given for Spare manufacturing locally.
Is there any plan to formulate a SOP on realtime process to track Spare availability against our complaint No / online availability of spare at the nearest customer support center ?

 

sumitMZ007 , via OnePlus 6 , Nov 30, 2020 :

My Question is for @Ramakrishna K.
If a person looses his/her phone by theft then on basis on IMEI number can he contact OnePlus service center and ask them to delete his/her data present on that particular IMEI number device to avoid theft. Here police don't do their job even after complaining theft.they says thief must now formatted your device or sold them and no point in finding it. I want OnePlus to implement something powerful to give user access to pin point GPS location of their device and nobody even after theft can replace that identity of the phone and still based on IMEI number that phone should be traceable..

 

Deactivated User , Nov 30, 2020 :

Sharp!