@SoniaB - Thank you very much for escalating the issue!
I still haven't seen any resolution to this from OnePlus, so I don't know where I stand right now.
I finally established an email contact, and OnePlus finally did respond back that the third party trade-in company "received an empty box at our inspection facility", which to me indicates that someone at the company OP hired could have
stolen my trade-in - similar to what
@themadhatterxxx said happened to them.
That's not my problem, though - I shipped OP a phone, FedEx said it was delivered and signed for. It was lost somewhere by OnePlus or by someone they hired, so it's a OnePlus problem. My OPO was in perfect shape - it still worked perfectly fine with no scratches or dents, so I could see where it might have been desirable by someone with shaky morals.
However ... my OP3T has been failing with a flickering screen for weeks, and I have been trying to purchase a new phone. I planned on purchasing a OP7 Pro, but now I am looking at other manufacturers. I will be purchasing a new phone this week, and it could still be a OP 7 Pro - but OP has been stalling on this because of some process that they feel they need to track down the missing trade-in.
At this point, what will happen if they find that the trade-in is truly missing? Falsely blame me and give me nothing? Falsely blame FedEx, and give me nothing? Or, will they decide to do the right thing anyways that they should have already done, and just send me a voucher regardless of whether they can find the phone or not?
With all the frustration and time I have wasted on this issue, the $70 trade-in value is a very weak compensation. Other more mature companies with good customer service would have resolved this issue by now, and probably provided more than the $70 to make sure that the customer left very happy at the end of the ordeal. That's what
Customer Service is all about.
If the Customer Service rep can't get me a voucher due to OP process, their manager can. Or that manager's manager. Surely, Peter Lau can.
But ... because of a broken trade-in process at OP, OnePlus now runs the risk of losing my wife and I permanently as future customers. OnePlus could lose thousands of dollars of future revenue from us because they feel they absolutely have to track down a phone that was at least lost by OnePlus' process, and possibly stolen by a company they hired. They may never find the phone, though, and I am kept hanging - and I'm not waiting forever.
OP needs to fix their trade-in process so that issues like a lost phone have a fixed time limit for resolution - if the phone doesn't have a voucher/value established by one week after FedEx has proof of delivery, the customer should get the full value of the voucher. OnePlus can spend their own time internally trying to track down the lost / stolen phone, but the customer doesn't have to be penalized for an internal OnePlus issue.
Again, thank you for escalating this at OnePlus. I'm hoping that it will be resolved shortly.
Thanks,
AzJazz
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