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Body damaged / chipped [After sales service]

  1. 1337Reis Froyo Jul 16, 2019

    1337Reis, Jul 16, 2019 :
    So who wants to create a new thread on reddit or elsewhere. Maybe we also can contact as @Z1563112198120 mentioned GSMobile and XDA. If Oneplus does not care about we need to get them where it hurts. And that's marketing.
     

    #81
  2. Trinity01 Froyo Jul 16, 2019

    Trinity01, Jul 16, 2019 :
    As I am currently traveling, would be great if you could set up a thread. I need to register at reddit first. Could assist by starting a thread in the xda forum.
     

    #82
    1337Reis likes this.
  3. Z1563112198120 Eclair Jul 16, 2019

    Z1563112198120, Jul 16, 2019 :
    I will send tonight to GSM Arena and Phone Arena. Someone should send to reddit and xda. Lets stay together in this battle. :)
     

    #83
    Reworker71, Trinity01 and 1337Reis like this.
  4. Trinity01 Froyo Jul 16, 2019

    Trinity01, Jul 16, 2019 :
    Are you in the German 1+ Facebook user group?
     

    #84
  5. Reworker71 Gingerbread Jul 16, 2019

    Reworker71, Jul 16, 2019 :
    Are you within the initial 15 day return period though? OnePlus replaced my initial unit, but now I'm on my second (replacement unit) with the same issue, they just have me going around in circles. Best of luck with the RMA, but as I found out it can be something of a gamble.
     
    Last edited: Jul 16, 2019

    #85
    Trinity01 likes this.
  6. Reworker71 Gingerbread Jul 16, 2019

    Reworker71, Jul 16, 2019 :
    I did respond to the OP in this thread, but similarly to our thread I didn't really make any progress. There is though it seems a QC issue with the paint finish of some (early) 7 Pro units in the Nebula Blue colour. The use of any case shouldn't damage the paint finish.
     
    Last edited: Jul 16, 2019

    #86
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  7. Z1563112198120 Eclair Jul 16, 2019


    #87
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  8. Z1563112198120 Eclair Jul 16, 2019


    #88
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  9. Reworker71 Gingerbread Jul 17, 2019

    Reworker71, Jul 17, 2019 :
    So I have received yet another "canned" response from OnePlus support regarding my request to replace my second unit which also has the paint defect.

    I really am just going around in circles here. This issue was supposedly "escalated" to the appropriate team, yet after three weeks I am still being told that "checks" are being conducted? Call me extremely sceptical.

    So it seems that after spending more than €800 on a device, you can request one replacement within 15 days, but if there is anything wrong with the replacement, you have a very hard struggle to obtain satisfaction.

    @SoniaB you assisted a gentleman with a customer services issue in another thread, I kindly ask you to assist in this matter. Thank you in advance.
     

    Attached Files:


    #89
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  10. SoniaB Nougat Senior Moderator Jul 17, 2019

    SoniaB, Jul 17, 2019 :
    Hey there

    I will do my best. Can you PM me your support ticket number or case ID and I will escalate to admin
     

    #90
    Reworker71, 1337Reis and Trinity01 like this.
  11. 1337Reis Froyo Jul 17, 2019

    1337Reis, Jul 17, 2019 :
    Hi @SoniaB , thanks for taking care of this.
    Do you have any recommendation for those who have not been heared or have created a ticket?

    Meanwhile, we suspect that this is a problem of all blue devices of the first production series. Could you possibly pass that on to Oneplus for testing?
    I was told yesterday by a support representative that I was not entitled to anything as my 14 days had expired.
    He just told me to send a mail to the support team. But they don't know about this problem yet, so I won't be heard there.

    If you could help us to get in touch with a qualified support representative, it would be a great help.

    Thank you in advance!
     

    #91
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  12. Reworker71 Gingerbread Jul 17, 2019

    Reworker71, Jul 17, 2019 :
    Hi @SoniaB, many thanks for your assistance in this matter. PM sent.
     
    Last edited: Jul 17, 2019

    #92
    SoniaB, 1337Reis and Trinity01 like this.
  13. SoniaB Nougat Senior Moderator Jul 17, 2019

    SoniaB, Jul 17, 2019 :
    Hey there

    Well I do not know how big an issue this is. My nebula blue is for example shows no such defect.
    That said, I don't think mine was part of the 1st batch of devices since I ordered late June.

    As for them not knowing about this potential issue, I am sceptical of that since reports of paint chipping on the back was reported quite early on and given as feedback to admins by moderators. For example here: https://forums.oneplus.com/threads/luckily-came-with-scratch.1041627/ which was another case that I had escalated. Another user stated paint chipping here: https://forums.oneplus.com/threads/luckily-came-with-scratch.1041627/#post-20371762

    So its not an "unknown" issue with some devices. But again, I do not know how many devices showed this defect.

    If you want me to escalate your case, I can certainly push that for you. Just PM me your support ticket number and also the date you purchased the device and when you first contacted support about it.
     

    #93
  14. Trinity01 Froyo Jul 17, 2019

    Trinity01, Jul 17, 2019 :
    Thank you very much for your Support. Highly appreciated. I will now wait for my new device within the RMA process. In case it also shows similar defects, I will contact you.
     

    #94
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  15. 1337Reis Froyo Jul 17, 2019

    1337Reis, Jul 17, 2019 :
    Okay i just send out the RMA. Lets hope for the best...

    @SoniaB
    But thank you so much for your support i really appreciate it!
     

    #95
    SoniaB and Trinity01 like this.
  16. Trinity01 Froyo Jul 17, 2019


    #96
  17. Reworker71 Gingerbread Jul 17, 2019

    Reworker71, Jul 17, 2019 :
    Best of luck with your RMA. I'm awaiting a response from customer support following @SoniaB's escalation. Fingers crossed:)
     

    #97
    Trinity01 likes this.
  18. 1337Reis Froyo Jul 17, 2019

  19. Reworker71 Gingerbread Jul 17, 2019

    Reworker71, Jul 17, 2019 :
    Thanks @1337Reis, I will need to go and register. From my side I don't have any further updates; anxiously awaiting an email from customer support following @SoniaB's kind intervention.
     

    #99
    Trinity01 and SoniaB like this.
  20. SoniaB Nougat Senior Moderator Jul 17, 2019

    SoniaB, Jul 17, 2019 :
    I am still waiting. I have to allow 24hrs before I can realistically chase it up.
    But I will keep on them!
     

    Trinity01 and Reworker71 like this.