Exchange program issue via OnePlus 8 Pro

  1. Mush8Pro
    Cupcake Jan 21, 2022

    Mush8Pro , via OnePlus 8 Pro , Jan 21, 2022 :

    I've come across #oneplusexchange program on the #oneplusstore where i wanted to exchange my #oneplus8pro 12gb ram device with #oneplus9pro 12gb ram.

    I could see that the item value + item discount + limited time bonus were applied and the new oneplus9pro cost reduced to 34399 inr. which excited me to purchase and avail all offers. Attaching screenshots for reference.

    While processing the order i filled the shipment address as per the required format but the application was throwing an error saying shipment unavailable.

    I've edited the address multiple times and then finally the page moved further to securty check. After that the page got stuck on "exchange request in process" for atleast 20 mins.
    I tried clearing cache of the app, removed the item from cart, re added it and tried placing the exchange request again.
    I faced the same problem through the app(tried atleast 5 times)
    Then i tried through desktop hoping it would work, yet again same issue.(tried 3 times)

    Contacted support through whatsapp where they said they will talk to the higher authority.

    Lastly i spoke to Robert (customer support associate) who suggested me to post my query here in the community.

    The problem does not end here. When trying to place the order today morning i can't see any of the product discounts. Instead i see the price after exchange as 44399 inr, which means the item discount and limited time bonus disappeared.

    It was not an error from my end to loose such offer on the device.
    Requesting the community experts or OnePlus support for help.










    Last edited by a moderator: Jan 21, 2022

  2. camohan
    Assistant Head Moderator Assistant Head Moderator Jan 21, 2022

    camohan , Jan 21, 2022 :
    Hi there, this is a public forum and it is not a wise decision to have your home address publicly visible for obvious reasons. I have therefore removed that image.

    Coming to the exchange issue, forum members are only users. This being something happening in the backend, community users can't contribute much.

    Since, you have already reached out to customer support, please wait for them to reply.


    Caomhin and KluGe like this.
  3. Mush8Pro
    Cupcake Jan 21, 2022

    Mush8Pro , via OnePlus 8 Pro , Jan 21, 2022 :
    Thank you for replying and correcting me.
    I dont understand why the customer support associate asked me to post the issue on the community when it not at all helpful.
    would you mind escalating it further?