Dissapointing OnePlus Support Experience #WWYDFT2

  1. akincansenol
    Froyo Aug 14, 2015

    akincansenol , Aug 14, 2015 :
    I have bought a 64GB OnePlus One on 19 June 2015 through the official site oneplus.net/uk as a birthday present to my girlfriend. After 2 days we received the hand set and she started using it, its screen started flickering as can be seen in the video at https://drive.google.com/file/d/0BwVVwmD8zM_qU2haT1hPLXpsNEU/view .

    I opened up a “ticket” through the support section of the OnePlus website requiring return and refund as I was disappointed with the new mobile phone I bought was broken!

    The support team directed me to make a remote session, claiming that the problem with the device is a software issue. I was able to get an appointment for the session for after 2 weeks (10th of July). We connected with a level-2 specialist, called John, but this did not solve the flickering problem and John told that the problem must have been a hardware problem.

    For return and refund, support team informed me that I have to pay the delivery to return it (Pick-up fee: GBP 21.18). While this was happening, I also opened a dispute on Paypal because there was a problem with the product I paid through them.

    The OnePlus support team insisted on replacement for the hand set, instead of return and refund process in a pressurizing manner. Furthermore, they forced me to close the dispute on Paypal (Which cannot be opened again!) in order to proceed further with RMA process.

    As I was humiliated with the product I purchased, I did not one to pay further even one penny for it. Therefore, I decided to go for replacement, which delivery was going to be arranged and paid by OnePlus.

    I delivered the handset on 28 July 2015 to the address given by the support team. On 6th of August, they informed me that they received the hand set. The next day, they informed me that the “tamper sticker” on the device was removed, but still it’s under inspection. On that time, I couldn’t understand which “tamper sticker “they were talking about and asked them to tell me what does that mean. Today, (14 August 2015) I am being informed that “the damages (user damage-tamper sticker/warranty seal has been removed) to the handset were concluded that it’s user misuse and not covered by warranty”, asking for GBP 166 for motherboard repair as well as GBP 5 for repair cost. (which is almost a new OPO!) They also sent me a picture of what “tamper sticker” they were talking about which seems to have been under the back cover where the svrews are that I have never ever opened and seen before!!!

    I just unpacked and put my simcard when I first recieved the hand set like every other normal consumer and immediately contacted to the support team of OPO as the problem had arisen.

    I would like to ask;

    How can I damage that sticker as I have never opened the back cover?

    How can I know it was there or not when I purchased it?

    How can I know whether OPO might have sent me a refurbished device or might be there was a factory fault or a fault in the production line??

    I am not an engineer so am I crazy to open up the brand new device and make it uncovered by the warranty??

    Did my girlfriend open it up during her 2-days long experience, who is a diplomat able to use only fountain pens among all kinds of tools in the world and who does not even know what a screwdriver is?

    On the other hand, I wonder whether anyone who buys a brand new device, check whether it has a tamper sticker is inside? Noone!

    In conclusion, OPO support is blaming me with that my brand new broken OPO is concluded as damaged by “user misuse”, which is a complete lie and/or serious mistake by OPO inspectors, asking me to further pay GBP 171, making me more and more humiliated!

    As the OnePlus devices are cheaper that the equivalent other brand handsets, is this the way how they make money??

    I would like OPO authorities to correct this big mistake as soon as possible.

  2. andyinthailand
    Jelly Bean Aug 14, 2015

    andyinthailand , Aug 14, 2015 :
    I'm afraid they've got you on this one! They are goint to say it was you, not them, and now that you've closed the PayPal dispute you don't have a lot of recourse. Can't really think of anything that would help, sorry!

    Dr. Indest likes this.
  3. Jack97HD
    Gingerbread Aug 14, 2015

    Jack97HD , Aug 14, 2015 :
    If this is a true and they are saying that you removed the "tamper sticker", but they removed it to get a bit of extra buck. Then this is a vulgar thing to do. Carl should be ashamed.

    akincansenol likes this.
  4. jordym
    Honeycomb Aug 14, 2015

    jordym , Aug 14, 2015 :
    If you have to deal with them again, ask for May, Tom, :):)Yoyo:):) or Sanam to check your stuff, I dealt with an RMA with them on a microphone issue it took me like 4 days since I got in touch with them to have a free pickup delivery. those are the BESTS

  5. docMario
    Gingerbread Aug 14, 2015

    docMario , Aug 14, 2015 :
    I think under European law they have to prove that your supposed "tinkering" caused the defect. Just stating that a sticker was removed is not sufficient imo.

  6. ahighfield
    KitKat Aug 14, 2015

    ahighfield , Aug 14, 2015 :
    Not the first time watching this movie and I would suspect highly unlikely to be the last... Sorry, search the forum for those (use Google site search). You have to be prepared to fight hard, this thread a good start, copy in some admins and mods, eg @Adam Krisko, to help. You should definitely still report to PayPal and ask for an exception to reopen based on these circumstances, they are well aware of OP's practices and CS issues. Unfortunately it is he said she said at this point though. Then twitter, Facebook etc will be more visible to them and perhaps more likely to get a fair resolution as they pretty much ignore anything on the forum they don't want to see. It is concerning how regularly this seems to come up.

  7. pashaphoto
    Honeycomb Aug 14, 2015

    pashaphoto , Aug 14, 2015 :
    if your paypal is linked to your credit card, you could always try going through the cc company and ask them to reverse the charges... explain the same thing you just did here, and it should be ok... cc companies are not like paypal, they will bend over backwards for their customers.

    one up and docMario like this.
  8. sfomin
    Nougat Aug 14, 2015

    JHong likes this.
  9. killingU4love
    Gingerbread Aug 14, 2015

    killingU4love , Aug 14, 2015 :
    Sounds like you have a long fight ahead of you. Good luck and keep us updated.

    I just ordered a oneplus one... God, I hope I don't have to deal with this kind of s**t.

    akincansenol likes this.
  10. Genesysmobile
    Donut Aug 14, 2015

    Genesysmobile , Aug 14, 2015 :
    Being that they are one of the small player. They will make you go through hell. I have wasted so much time dealing with them. I have taken pictures, recorded video of the issue, did a batch update in which they provided, and wiped my phone. Which was still under warranty and still they would not replace my phone.

    How they lure you in is the low price point and the awesome spec (I give them that) on the phone. That said, I am debating on the Oneplus 2 (very tempting spec) for this reason. If the Nexus come out before I get an invite. I will more likely get the Nexus 2015, as I will get much much better support.

    akincansenol likes this.
  11. ppod
    Jelly Bean Aug 14, 2015

    ppod , Aug 14, 2015 :
    maybe they thought you opened it up to install the SD810 lol

    one up likes this.
  12. JHong
    Jelly Bean Aug 14, 2015

    JHong , Aug 14, 2015 :
    Oh my good old sfomin, expecting to come here and comment 'butt-hurt' on another guy discontented with the contest eh? :D

    sfomin likes this.
  13. sidlittlefield
    KitKat Aug 14, 2015

    sidlittlefield , Aug 14, 2015 :
    I too have seen the movie. Had hoped that it would he a thing of the past. More things change, more they stay the same.

  14. sfomin
    Nougat Aug 14, 2015

    sfomin , Aug 14, 2015 :
    Nah:D I think i am done with picking on you guys:p

    Dougrunge, JHong and Abby like this.
  15. Abby
    KitKat Aug 14, 2015

    Abby , Aug 14, 2015 :

    JHong and sfomin like this.
  16. Abby
    KitKat Aug 14, 2015

    Abby , Aug 14, 2015 :
    Aaawww too bad :/ its terrible

  17. Shuller
    Jelly Bean Aug 14, 2015

    Shuller , Aug 14, 2015 :
    I would Kindly contact Paypal, Even I can share emails with paypal and kindly ask them to help here.

    Also you can went till some Consumer Protection in UK.

    And I hope you will get refunded.

    I am using OPO, I did open back after more than 6 mo of usage, I open it only to clean it. My OPO is still working, however this is frustrating how they deal such things...

  18. gamerzbrecker
    Donut Aug 14, 2015

  19. deimos11
    KitKat Aug 14, 2015

    deimos11 , Aug 14, 2015 :
    hope this going to teach us guys a lesson always make a picture of the tamper sticker before sending it to oneplus

    JHong likes this.
  20. lukwolf
    Cupcake Aug 14, 2015

    lukwolf , Aug 14, 2015 :
    These last few days I hesitated to buy the one plus 2 for the post-sales service, this makes me think it's better to trust reputable companies (Samsung, Motorolo, etc ..)