CS Escalations team have confirmed that they will contact you about replacement.
@1337Reis CS have stated that:
As such they have refused replacement or in-warranty repair.
Many thanks for the update and your continued assistance in this matter. Fingers crossed
Keep me updated. Any delays and I will chase them up
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.
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.
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
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.
@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.
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.
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.
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
so great Sonia.
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.
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
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by Hee H., 2019-08-21