[Customer Service Updates] Open Ears Forum - Stockholm, Sweden 2018

  1. Tom B.
    Global Service Strategy Operations Staff Member Apr 8, 2018

    Tom B. , Apr 8, 2018 :

    You spoke – we listened!

    Our Never Settle spirit means we are always eager to improve ourselves, and our Open Ear fan event plays a significant role when seeking to do just that.

    Twice a year OnePlus invites a group of dedicated fans to take part in a day of team building and constructive discussions related to our products and services.

    The bi-annual Open Ears event plays a crucial role in OnePlus’ quest to create better support for users, as the event constitutes the perfect opportunity to meet users at eye level and hear their input on how to improve OnePlus’ products.

    Two weeks ago, on March 24, OnePlus had the pleasure of welcoming 30 passionate fans to our first ever Open Ears event in the Nordics. The event took place over a full day in Stockholm, Sweden, and offered plenty of opportunities for dialogue between users and OnePlus’ management team.

    This year’s event highlighted the need to optimize our processes in relation to Customer Support and Product. The following changes have been made in order to cater to the feedback we received.

    To make things easier we've separated your support related feedback into 2 categories.

    Category A:

    Feedback in this category is either work in progress or will be completed within the first half of this year.
    • ImproveOnePlus remote session process – explain what remote session is, provide a step-by-step guide, a video guide, improve clarity on warranty and data privacy.

    • Improve agent response – avoid repetitive information, create a more streamlined response, improve agent knowledge and skill.
    • Better estimates for repair costs on the support page

    • Community Page Improvements: A better way to find answers for new community members and improve the search filters for finding solutions based on categories. Update - On March 27 (after the event) our community manager @David Y., introduced "Starting Point". Now you can get your forum questions answered faster. ;)
    Category B:

    Objectives are in the planning stage, but we'll require additional time to work with our partners. We will keep you posted when the following objectives are finalized.
    • Reduce turn around time for repair

    • Loaner phone - No replacement phone sent immediately after RMA created

    • Report for repair - what operation were performed for troubleshooting and why?

    • Local Repair
      1. Add local repair center in the UK – oneplus.com customers can get their phones repaired within their region.
      2. Add local walk-in fast repair centers
      *above points 1 and 2 are applicable for Nordic and UK regions.
    We have shared your additional feedback with relevant departments to check whether it's feasible to implement your suggestions. Once things are confirmed we will be sure to update the community in our future posts.

    That's it for now, have a great week everyone!

    Never Settle

  2. F_Alauddin_Akash_LNID
    Ice Cream Sandwich Apr 8, 2018

  3. MKT_IRFAN3735
    Jelly Bean Apr 8, 2018

  4. Gaston NP
    Lollipop Moderator Apr 8, 2018

  5. NeVeR_SeTTLe
    The Lab - OnePlus 6 Reviewer Apr 8, 2018

    NeVeR_SeTTLe , Apr 8, 2018 :
    Thanks Tom!

    I am glad to see that some of our topics you took to heart like better estimates for repair costs & improve agent response. Other ideas by other groups are there as well! :)
    Everybody that took part in the Open Ears Customer Service Forum should be proud :D

    Please keep us updated Tom on the progress :)

    Nick 59, meatandy, xnutzii and 6 others like this.
  6. the98kid
    Ice Cream Sandwich Apr 8, 2018

    the98kid , Apr 8, 2018 :
    ohh please *we spok you listened* [e]1f612[/e][e]1f612[/e][e]1f612[/e]

    or if you say so?? where are camera enhancements?? security updates??? other improvements???.

  7. NeVeR_SeTTLe
    The Lab - OnePlus 6 Reviewer Apr 8, 2018

    NeVeR_SeTTLe , Apr 8, 2018 :
    This was Open Ears Customer Service Forum not Open Ears Camera Forum.

    pinto123, Nick 59, meatandy and 4 others like this.
  8. the98kid
    Ice Cream Sandwich Apr 8, 2018

  9. NovinDavis
    KitKat Apr 8, 2018

  10. eye842
    Lollipop Apr 8, 2018

    keithgpowell, xnutzii, Vinkel and 3 others like this.
  11. Shivang Joshi
    Starting Point Expert Apr 8, 2018

    Shivang Joshi , Apr 8, 2018 :
    Thanks @Tom B. for listening on the customer service. I really liked thattthings like Loaner Phone and Report for Repair are taken into consideration by the team. Also, Community Page Improvements was such an important step and I hope to see more.

    pinto123, meatandy and NeVeR_SeTTLe like this.
  12. smanand
    Gingerbread Apr 8, 2018

  13. Moin2200
    KitKat Apr 8, 2018

    Moin2200 , Apr 8, 2018 :
    Great to hear you took the feedback to heart.
    It was a pleasure to be you on your team tom and discussing these issues.

  14. P1520770731857
    Honeycomb Apr 8, 2018

    P1520770731857 , Apr 8, 2018 :
    You listen to your customers?

    Where are our camera software improvements? Where is the supposed "Fix for third party camera apps" that you said you would do in your open ears camera forum????

  15. NeVeR_SeTTLe
    The Lab - OnePlus 6 Reviewer Apr 8, 2018

    NeVeR_SeTTLe , Apr 8, 2018 :
    As I wrote earlier in my previous posts, the Open Ears Camera forum as just 1.5 month ago, so give it time. You can't expect after such a short period of time camera improvements. This will likely be for newer devices.

    Abhi Dahiya, meatandy, Vinkel and 2 others like this.
  16. P1520770731857
    Honeycomb Apr 8, 2018

    P1520770731857 , Apr 8, 2018 :
    It will only be for newer devices??

    My 5t is just 2 months old, and I can't even expect software updates from Oneplus' latest device? Also, "JUST 1.5 months?" 1.5 months is a long time in the technology world, and considering the promises that Oneplus have made about fixing compatibility issues with third party camera apps, they haven't followed through yet. It's unfair to think that they would implement the software fix on newer devices but not their older ones, considering their older devices aren't even a year old at this point.

  17. Maximus Decimus Meridius
    Marshmallow Senior Moderator Apr 8, 2018

    Maximus Decimus Meridius , Apr 8, 2018 :
    Not only i had a great time there, felt they listened good and we actually came to similar points. Which is really important with "2 parties". On the one side, us, the customers. On the other side, the company.

    We told our stories and insights and they totally absorbed them. Oneplus knows what to do now, and its up to "us" to be patient, keep our opinions strong, and our new insights ready!

  18. NeVeR_SeTTLe
    The Lab - OnePlus 6 Reviewer Apr 8, 2018

    NeVeR_SeTTLe , Apr 8, 2018 :
    Your OnePlus 5T will surely get updates. 1.5 month time is still a short time. OnePlus concentrates on all things but it takes time as with everything. I have the OnePlus 3T and the updates are slowly stopping. I feel that OnePlus did a great job with updates to the 3/3T series. The OnePlus 5/5T will surely have updates.

  19. P1520770731857
    Honeycomb Apr 8, 2018

    P1520770731857 , Apr 8, 2018 :
    The performance on this phone is insane. The battery life is insane, everything about this phone is just amazing, except the camera. And that too is fixed with the google camera mod. This is why it's so infuriating. This phone has the best hardware out of any other phone out there but it's lacking so much in terms of camera software. If only they fix the compatibility issue with google camera like they say they're going to fix, it would be the perfect smartphone, with no competition at all.

    F1509621679486 and meatandy like this.
  20. NeVeR_SeTTLe
    The Lab - OnePlus 6 Reviewer Apr 8, 2018

    NeVeR_SeTTLe , Apr 8, 2018 :
    True but for now you have to work with what you have. Be patient.

    rajeev5252 and meatandy like this.