Other Body damaged / chipped [After sales service]

  1. afonsofabio1982
    Donut Jul 8, 2019

    afonsofabio1982 , Jul 8, 2019 :
    Hey, bought my op7Pro the 23th May and only noticed that it's chipped because I was replacing the screen protector. The body, underneath the screen, is damaged as shown in picture.
    OnePlus received my device the 26th June and I still waiting for my premium device with a "not so premium after sales service".
    4 days ago, after I complaind because it wasn't yet getting repaired after almost 10 days, I got this email:
    "Thank you for contacting OnePlus Customer Support.

    We apologies any inconvenience caused due to this. We understand your concern regarding the delay in repair for your device and this is the far opposite of what we want our customers to experience. Please note that we can do replacements only if the device is within 15 days return/replacement period and damages upon arrival has to be reported within 72 hours. Upon checking with your repair request we have found that it is pending for the spare parts to be arrived. Once the service center has received the spare parts then the device will be repaired and released as soon as possible.

    Thank you for your understanding!

    Please let us know if you have any other concerns.

    Thanks & Best Regards,
    James Wilson
    OnePlus Customer Support"

    I think, if I pay such a price for the 12/256 version, if they don´t have spare parts after 1 month, so it can only mean many other users are complaining about the same issue, or the after sales service is not working properly!

    Attached Files:

  2. Reworker71
    Gingerbread Jul 8, 2019

    Reworker71 , Jul 8, 2019 :
    Hello, I am also having issues with my Oneplus 7 Pro (12GB/256GB). My first unit had several cosmetic paint defects. Oneplus replaced it with a new unit, but this second unit too exhibited a similar problem. Tiny flecks of paint missing around the top of the metal frame where it meets the screen.

    I raised this issue with Oneplus support, and always receive the same answer; that "the specialist team" or the "warehouse" are looking into this issue. In the meantime I've been left in limbo. Coincidentally, the emails I have received are from the same gentleman that you seem to be corresponding with.

    Not sure how to proceed with this issue now, as I'm on my second unit with the same fault.

    Attached Files:

    G_plusone and Trinity01 like this.
  3. afonsofabio1982
    Donut Jul 8, 2019

    afonsofabio1982 , Jul 8, 2019 :
    Now that you telling this, I'm even more intrigued and concerned about how they'll deal with those issues.

  4. insomnia77
    Froyo Jul 9, 2019

    insomnia77 , Jul 9, 2019 :
    Perhaps a moderator or somebody in customer support can help these gentlemen out and escalate it?

    Reworker71 and afonsofabio1982 like this.
  5. Reworker71
    Gingerbread Jul 9, 2019

    Reworker71 , Jul 9, 2019 :

    Thanks for your support, but after five separate chats with 1+ support and numerous emails following the escalation of the paint issue, I seem to be making zero progress with customer services.

    My first device was replaced quickly, but trying to get anything done with the defective second device seems next to impossible.

    Admittedly, my phone case covers up the paint defects, and of course wear and tear over the next few months will take its toll; but the point is that this device cost over €800, and shouldn't have these defects straight out of the box.

    Impersonal and afonsofabio1982 like this.
  6. afonsofabio1982
    Donut Jul 10, 2019

    afonsofabio1982 , Jul 10, 2019 :
    just talked to them by chat and told me they'll escalate the case. Let see what will happen.
    Pretty sure it will be the same:"as soon we get the spare parts we...."

  7. Reworker71
    Gingerbread Jul 10, 2019

    Reworker71 , Jul 10, 2019 :
    To date I've had five chat conversations with customer support. Every time I am told the same thing, that my issue is being escalated to the appropriate team and I'll receive an update in due course.

    Unfortunately, the updates I receive from customer support are just the typical "copy and paste" responses which in reality say nothing. I honestly believe they think that if they delay providing a response that I will forget about the issue, but I won't.

    I'm tired of the empty promises of escalations, I want to see some action towards addressing my issue.

    Attached Files:

  8. afonsofabio1982
    Donut Jul 10, 2019

    afonsofabio1982 , Jul 10, 2019 :
    Yes this maybe is they're intention. But honestly, how can they act like this when they get the best feedback on they're products, and how come when it's about the "after sales service" and they act like amateurs? just like they don't want to spend extra money to provide a good service.

  9. Reworker71
    Gingerbread Jul 10, 2019

    Reworker71 , Jul 10, 2019 :
    Now that 1+ have entered the premium segment with the OnePlus 7 Pro, the after sales service needs to meet or exceed that of their competitors.

    Sadly at the moment it's the customer support side which needs the most improvement.

  10. afonsofabio1982
    Donut Jul 10, 2019

    afonsofabio1982 , Jul 10, 2019 :
    Just saw the update:
    • Jul 10, 2019 06:30 pm
      Repair finished and ready for shipping.

    • Jul 10, 2019 06:30 pm
      Your device is under repair.

    • Jul 10, 2019 06:30 pm
      Our service center has received your device.

    3 steps with same time. What does it mean?

    G_plusone likes this.
  11. insomnia77
    Froyo Jul 10, 2019

    insomnia77 , Jul 10, 2019 :
    I think your being punked lol ...hopefully it just means they are shipping it back to you now.

  12. afonsofabio1982
    Donut Jul 10, 2019

    afonsofabio1982 , Jul 10, 2019 :
    I hope they send me a new one

    Reworker71 likes this.
  13. Reworker71
    Gingerbread Jul 11, 2019

    Reworker71 , Jul 11, 2019 :
    I'm happy that at least your device is on its way back to you, but I believe that you should have insisted upon a replacement rather than a repair. In the EU at least, although there are slight variations between states, the law is certainly on the side of the consumer in these circumstances.

    I still haven't received any further response from 1+. The customer support agent who I chatted with yesterday, merely reiterated the fact that the "concerned team" is still investigating and that I shall be informed by email once their investigation has been concluded.

    G_plusone likes this.
  14. afonsofabio1982
    Donut Jul 11, 2019

    afonsofabio1982 , Jul 11, 2019 :
    After your reports, I'll wait till I have my op7pro in my hands and confirm that's really fixed and ok, before I leave feedback.
    The repair report isn't finished yet so the chat guy couldn't tell me what was done.
    Last edited: Jul 11, 2019

  15. afonsofabio1982
    Donut Jul 11, 2019

  16. Reworker71
    Gingerbread Jul 12, 2019

    Reworker71 , Jul 12, 2019 :
    Fingers crossed that the repaired device meets your expectations. Hopefully, it is as close to perfect as possible. As for my case it has been two weeks now with no solution from 1+, they have been stalling this entire time.

    Therefore, as no progress has been made, I will raise a case with the consumer protection bureau in my country (who deal with trading standards). Very poor after-sales service from 1+.

  17. afonsofabio1982
    Donut Jul 12, 2019

    afonsofabio1982 , Jul 12, 2019 :
    Yes Fingers crossed. Don't belive they replaced the device or they repaired it. Don't know what would be faster and easier for them, if replacing or repair.
    We'll see.
    Hope you get a quick answer and get your problem solved

  18. Trinity01
    Froyo Jul 12, 2019

    Trinity01 , Jul 12, 2019 :
    I have the same issue here, but not at that extend. There three really really small dots on the top of the phone where the aluminum shines through the color. Will not replace mine as I can live with it quite well. This can happen in any production process. But if I had your issue, I would definitly ask for a replacement.

  19. Reworker71
    Gingerbread Jul 12, 2019

    Reworker71 , Jul 12, 2019 :

    Yes, this is for sure as a result of the production process. Nevertheless, it seems at least a few units have a more serious problem than others, and slipped through quality control.

    Out of curiousity, what is the manufacturing date of your device? My (current and second) device was made on 23/05. I have a large "dot" on the top of the pop-up camera, which is visible regardless of which case I use.

    This irks me the most, as unlike the other "dots" this one can always be seen.

    Trinity01 likes this.
  20. Trinity01
    Froyo Jul 12, 2019