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Customer Support: Warranty, Repairs, Replacements - RMA

  1. David S.
    OnePlus Europe Staff Member Jul 31, 2014

    David S. , Jul 31, 2014 :
    Some people have been asking about our warranty policy and customer support. We are aware that response times are not the best and we are working to improve them, along improving the service overall. Since we are a bit slow and we are still learning there's been some misinformation along the way, that's why today we'd like to clarify how one of the most critical aspects of the Customer Support service works, the RMAs.

    First of all, we need to keep in mind that under warranty, all repair and replacement services are free of charge to the customer, including shipping costs from and back to your door. In Europe, this is in fact valid for 2 years – some of our Policy translations have not caught up yet with this change.

    Warranty covers exclusively hardware issues and it does not cover accidents, hard bricks, etc.

    If your device is out of warranty or has been damaged, our service pricing is also inclusive of all costs.

    Turnaround time between picking up your device and delivery of the repaired or replaced unit is around 5 working days, and we’re working on solutions to shorten this period.

    If you’d like to return your phone within 14 days of delivery (for any reason), all you need to do is submit a ticket to us about it and complete the RMA process. Once approved, you can ship your OnePlus One back to us via a courier of your choice as long as there’s a tracking number, and we’ll process your refund as soon as we can validate the completeness of the package and the condition of the device.

    Again, we are aware that our response times are far from being good. We are trying to balance the amount of invites that we send with the amount of orders our team can handle.
    Please, if you have submitted a ticket already, do not submit another one, additional tickets slow Customer Support operations. All tickets are dealt by chronological order of the last interaction, so if you don't receive a response in a few days, please do not reply to the ticket again, you are sending it back to the end of the queue.

    As we’d like to refine and improve our services, at this phase we’re looking at your tickets very diligently to collect data for quality assurance and improving our processes. Unfortunately, this does require quite a bit of time as most cases we encounter are unique issues, and we want to make sure we can provide the best experience for you and future OnePlus One Owners you invite. Currently, we are in fact at capacity due to the large number of tickets coming in each day (about invites, shipping time, changes of address...). This is not an excuse of course, and we’ll continue to push on improving response time and service quality – if you have suggestions for us, please feel free to submit them through the Support pages.

    P.S.: OnePlus Customer Support is hiring :) If you believe you have what it takes, apply at http://oneplus.net/careers/customer-experience-specialist

     

    #1
  2. Waterdroid
    Lollipop Community Expert Jul 31, 2014


    #2
  3. SamBu26
    Donut Jul 31, 2014


    #3
    portree2k and sgkarande like this.
  4. Discovolo_11
    Donut Jul 31, 2014


    #4
    Amar_99 likes this.
  5. Bfrom1983
    Eclair Jul 31, 2014

    Bfrom1983 , Jul 31, 2014 :
    So that's why my ticket took longer to be answered... If I need to contact you guys again I'll not reply to the ticket 5 times in a row :p
     

    #5
  6. apurvaas
    Honeycomb Jul 31, 2014


    #6
  7. dosonzzz2
    Jelly Bean Jul 31, 2014


    #7
  8. gyoong2
    Froyo Jul 31, 2014

    gyoong2 , Jul 31, 2014 :
    "All tickets are dealt by chronological order of the last interaction...". I think this needs to be stressed more. I think most people will keep sending multiple services requests if they don't hear back (I'm definitely guilty of this myself).
     

    #8
  9. disellusional
    Ice Cream Sandwich Jul 31, 2014

    disellusional , Jul 31, 2014 :
    Oops. Good to know... So much for updating with info
     

    #9
    rampey likes this.
  10. nppu
    Gingerbread Jul 31, 2014

    nppu , Jul 31, 2014 :
    A copy of a post i made in another thread https://forums.oneplus.net/threads/touch-sensitivity-issues-a-letter-to-oneplus.73423/

    Meanwhile in a thread far far away a certain @@Emmanuel is writing this

    'At OnePlus, our obsession with perfection and design extend beyond the OnePlus One. We love discovering innovations that transform our daily experiences, especially those that come to life through the vision and hands of master craftsmen. Even though some aren’t technology related, they are nonetheless the fruits of masterminds who dedicated long hours to perfecting their craft. With that said, we want to introduce to our latest ballpoint pen: the OnePlus Nature Pen.'

    This philosophy has obviously not reach the support desk yet.

    it goes on to say

    'For OnePlus staff members, the Nature Pen has become an indispensible tool to translate our ideas through sketches and doodles. From product managers to designers, it is one of the most cherished tools within our team. Never Settle for just any pen; choose a writing instrument to bring out the best in you.'


    Maybe @@Emmanuel could go and help them out, it would be far more useful than writing about biros.
    The rest of the staff should stop doodling and try using a pc to solve your customers problems.



    https://forums.oneplus.net/threads/swag-story-oneplus-nature-pen-by-senator.73896/
     

    #10
  11. Nisarg M
    Jelly Bean Jul 31, 2014


    #11
    Edbit33 likes this.
  12. perfectone
    Eclair Jul 31, 2014

    perfectone , Jul 31, 2014 :
    @David S.

    Just show us the fact if you want people to understand: How many tickets received? How many solved? In what timeline?
     

    #12
  13. disellusional
    Ice Cream Sandwich Jul 31, 2014

    disellusional , Jul 31, 2014 :
    Deja vu. But this time about customer support... Last time people asked numbers for Invites phone delievered now you're asking for support tickets
     

    #13
    rampey likes this.
  14. perfectone
    Eclair Jul 31, 2014

    perfectone , Jul 31, 2014 :
    Actually this is different. Since very early, we saw people did get invite and bought phones, it was just slow. But do you know someone was helped by support, if they don't push hard, even through paypal?

    It is about whether support exists.
     

    #14
    lraearl, jschlitt and rampey like this.
  15. mckenziedrums
    Donut Jul 31, 2014

    mckenziedrums , Jul 31, 2014 :
    I would suggest that if you want a professional to take your job offering seriously you put a pay range in there. To be frank this entire forum is pretty shocking in how unprofessional it is at the moment. Issues seem to be going for quite some time without any kind of acknowledgement by the company. A friend shared an invite with me today and I made a purchase going off of reviews..... After reading through the support forum here I'm honestly wondering if I've made a mistake.

    A start up is a lot of work... That's no excuse though when it comes to expectations of support in the current market place. This is especially true when you still have a limited number of buyers out there. Acknowledge the issues and give status updates on what has been found and what is being done to fix it. It's not rocket science and it goes a long way towards giving your company a legitimate customer centered approach.
     

    #15
  16. mckenziedrums
    Donut Jul 31, 2014

    mckenziedrums , Jul 31, 2014 :
    It seems that some posts have been made recently that do exactly what I mentioned... It's certainly a step in the right direction. This is a fairly unique market you've created for yourself by driving up the demand with the invite system (The posts requesting invites are seemingly unending...) but the price you pay is that you have highly social users that have expectations that are sky high. Typically that translates into wanting instant gratification on the support side as well.

    Here's hoping that the unit I receive is trouble free so that I don't have to test the time it takes to process an RMA.
     

    #16
    DannY09 and cpf01 like this.
  17. liquidsolstice
    Froyo Jul 31, 2014

    liquidsolstice , Jul 31, 2014 :
    Perhaps you can also prioritize people with functional problems instead of people stupidly complaining about the fact they've got a bit of yellow on their screens.

    My screen does not function the way it is supposed to. I would not care if it was slightly yellow, if the multi-touch when using keyboards actually functioned.
     

    #17
  18. Jaykid007
    Froyo Jul 31, 2014

    Jaykid007 , Jul 31, 2014 :
    Thanks for clarifying as I just posted last night on this. I've been waiting for my rma to be approved since July 25. Guess it will be a while... I'd like to know of it takes several days or weeks past the 14 days return period, will you still honor the return due to your delay in approving rmas?
     

    #18
  19. kiN
    Gingerbread Jul 31, 2014


    #19
  20. CopierColler
    Froyo Jul 31, 2014


    #20