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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.net 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
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