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Body damaged / chipped [After sales service]

  1. Reworker71 Gingerbread Jul 17, 2019

    Reworker71, Jul 17, 2019 :
    Thank you:)
     

    Trinity01 and SoniaB like this.
  2. SoniaB Nougat Senior Moderator Jul 18, 2019

    SoniaB, Jul 18, 2019 :
    CS Escalations team have confirmed that they will contact you about replacement.
     

    Trinity01 likes this.
  3. SoniaB Nougat Senior Moderator Jul 18, 2019

    SoniaB, Jul 18, 2019 :
    @1337Reis CS have stated that:

    image002.png

    As such they have refused replacement or in-warranty repair.
     

  4. Reworker71 Gingerbread Jul 18, 2019

    Reworker71, Jul 18, 2019 :
    Many thanks for the update and your continued assistance in this matter. Fingers crossed:)
     

    SoniaB likes this.
  5. SoniaB Nougat Senior Moderator Jul 18, 2019

    SoniaB, Jul 18, 2019 :
    Keep me updated. Any delays and I will chase them up
     

  6. 1337Reis Froyo Jul 18, 2019

    1337Reis, Jul 18, 2019 :

    I don't know what to say right now. I am a bit disenchanted from the OnePlus Product Quality and Customer Support..
    It is impossible that the paint chipping issue is caused by physical damage.
    But thank you anyways for your assistence.
     

    SoniaB, Z1563112198120 and Trinity01 like this.
  7. Trinity01 Froyo Jul 18, 2019

    Trinity01, Jul 18, 2019 :
    It’s quite obvious that such damages are not the result of an external effect. Did you use 1+ cases? Even if it would have been damaged, I would rather expect scratches and not the paint disappearing.
     

    Reworker71 likes this.
  8. 1337Reis Froyo Jul 18, 2019

    1337Reis, Jul 18, 2019 :
    Yeah I am thinking the same..
    First used the supplied clear case, then after some time i changed to the nylon bumper, at this point i noticed the chipped of paint
     

    Reworker71 likes this.
  9. Reworker71 Gingerbread Jul 18, 2019

    Reworker71, Jul 18, 2019 :
    Reminds me of the time eighteen months ago when users were reporting paint issues on the back cover of the OnePlus 5T.

    This was originally thought to be user inflicted by careless handling, but when the complaints mushroomed it became clear that the actual cause was something else.

    In any case, without physically examining the device first hand, I'm not sure how anybody can make a definitive judgement on what caused the damage or not.

    This cosmetic paint defect is also rather hard to photograph, the raw aluminium spots catch the light, creating the optical illusion that the spots are larger than they are. I tried to make a video of the paint defect and failed miserably without a true macro lens.
     

  10. Z1563112198120 Eclair Jul 18, 2019

    Z1563112198120, Jul 18, 2019 :
    Hi!
    @SoniaB I have 2 OnePlus devices. OnePlus 7 Pro and One Plus 7. The 7 Pro is in Nebula Blue and I have scratches and little color is chipped off. I know that the Nebula Blue has some problem with the painting. But my OnePlus 7 Mirror Gray has also few scratches right out of the box and the phone is 8 days old. Can I get replacement alteast for my normal 7? Because my 7 Pro is already one and half months old and they will not believe that the phone was already like that out of the box. And why is also Mirror Gray affected with scratches right out of the box? The controls from OnePlus look really bad.
     

    Trinity01 likes this.
  11. Z1563112198120 Eclair Jul 18, 2019

    Z1563112198120, Jul 18, 2019 :
    One advice for you my friend, never buy OnePlus again. I will also switch to some other brand later. Apple is the best with customers support.
     

  12. SoniaB Nougat Senior Moderator Jul 18, 2019

    SoniaB, Jul 18, 2019 :
    Within 15days of purchase, you can make a claim for replacement via the support web page.

    I cannot comment on the QC for OnePlus.
    Moderators volunteer their time to moderate on the forum, and we are not OnePlus employees.
     

  13. Reworker71 Gingerbread Jul 22, 2019

    Reworker71, Jul 22, 2019 :
    So today following @SoniaB's persistent chasing of customer services, they have finally agreed to replace my second device with the cosmetic paint issue.

    Once again @SoniaB, many thanks for your assistance in getting this matter resolved:)
     

    Trinity01, TysonSW and Z1563112198120 like this.
  14. Trinity01 Froyo Jul 23, 2019


    Reworker71 likes this.
  15. Trinity01 Froyo Jul 23, 2019

    Trinity01, Jul 23, 2019 :
    guys. just received my replacement unit. it is perfectly alright the color on top of the phone is much more lighter than it was before and looks far more "solid". seems there are differences in the production process. this unit does not even have a single scratch or anything else. well done OnePlus.
     

  16. Reworker71 Gingerbread Jul 23, 2019

    Reworker71, Jul 23, 2019 :
    I'm very glad to read that! Seems like these later batches then are indeed superior in build to our earlier, original units.

    Gives me confidence that my third unit will be perfect too. Third time lucky I guess:)
     

    Trinity01 and Z1563112198120 like this.