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[CLOSED/RESOLVED]OnePlus lost my Trade-In, OnePlus Customer Support is HORRIBLE

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  1. TysonSW
    Gingerbread Jun 26, 2019

    TysonSW , Jun 26, 2019 :
    I feel like I must ask @SoniaB .
    Do OP not trust FedEx and their confirmation of delivery?
    @AzJazz has done all he can and should receive their voucher.
    FedEx a third party has confirmed delivery. Whatever the result of your investigation AzJazz should receive their voucher as they have done all they can for the delivery. FedEx has also confirmed this by providing the weights as previously specified.
     

    #21
  2. Dresa91
    User of the Year 2016; Most Active User 2020 Jun 26, 2019

    Dresa91 , Jun 26, 2019 :
    Sorry, but @SoniaB is not an employee of OnePlus. She can't decide whether he gets the voucher or not.
     

    #22
    B_Wrath likes this.
  3. TysonSW
    Gingerbread Jun 26, 2019

    TysonSW , Jun 26, 2019 :
    I figured. But she seems to have some connections as she can contact CS and escalate an issue so she might be able to get OP stand on their trust in FedEx.
     

    #23
  4. SoniaB
    Community Hero 2020 Head Moderator Jun 26, 2019

    SoniaB , Jun 26, 2019 :
    All I can do is continue to escalate the case until it's resolved

    Indeed.

    I am not a OnePlus employee.
    As a moderator on the forum, I can escalate such cases to admin and try to have it resolved asap. I cannot in any way compel or make them do anything

    There are several issues in not just this but a few others that I have escalated:
    1. Delay in response time by CS
    2. Delay in response time by the repair centre/shipping company which compounds point 1.
    3. Lack of any update from CS to customers. Even if it is just to say that they are still awaiting response from x, it would be better than silence.
     

    #24
    Dresa91 and B_Wrath like this.
  5. TysonSW
    Gingerbread Jun 26, 2019

    TysonSW , Jun 26, 2019 :
    Okey then I understand better. Thank you.
     

    #25
  6. AzJazz
    Honeycomb Jun 30, 2019

    AzJazz , Jun 30, 2019 :
    @SoniaB - Thanks again for your persistence!

    At long last, OnePlus issued me a voucher. I have no doubt that your escalation was what made the difference - I never received any emails from my contacts/managers with Customer Support telling me that there was any progress, that my phone was found or not found, or that a voucher was being sent.

    I'm sorry if I had been rough on you - I haven't been to the OnePlus forums for a while now, and I had the impression that you were an employee of OP.

    Much appreciated ... I couldn't have done this without you!

    Cheers,

    AzJazz
     

    #26
    B_Wrath and SoniaB like this.
  7. SoniaB
    Community Hero 2020 Head Moderator Jun 30, 2019

    Best Answer
    SoniaB , Jun 30, 2019 :
    Excellent news!

    I am so pleased this was resolved at last!

    Honestly, I totally understood your frustration. I am just happy to have been able to have helped :).

    If ok, I will close your thread as resolved?
     

    #27
    B_Wrath likes this.
  8. AzJazz
    Honeycomb Jul 1, 2019


    #28
  9. SoniaB
    Community Hero 2020 Head Moderator Jul 1, 2019


    #29
    Hassan_Abdul likes this.