Faulty OP2 & Poor Customer Service

  1. amb67
    Gingerbread Jun 30, 2016

    amb67 , Jun 30, 2016 :
    @Carl can you take a look at this service ticket please and let me know if you think this is good customer service, I look forward to hearing your thoughts on this matter?
    Request #636010
    For all that have no access, I have posted the details below:
    • Alan McBrydeJune 13, 2016 21:35
      Unable to get my home button or FPS to work, tried every solution offered on the forum and nothing works.
      Please help
    • JustineJune 13, 2016 22:03
      Hello amb67,
      Good day!
      This is Justine from OnePlus Customer Support and I am currently taking ownership of this ticket in your behalf.
      Please provide these few key information regarding your device:
      •can be found in the box or;
      •log in to http://www.google.com/dashboard > Android > you can see the IMEI number of your OnePlus device.
      Order Number:
      •can be found on the official receipt or;
      •Login to OnePlus Website > My Store Accounts > My orders.
      Hoping to hear from you soon.
      Best regards,
    • Alan McBrydeJune 13, 2016 22:13
      Hi Justine, my name is Alan and thank you for the very quick response. I have pasted the details requested below:
      IMEI: xxxxxxxxxxxxxxxxxxx
      Model Name: ONE A2003
      Manufacturer: OnePlus
      Operator: Three Mobile
      Last activity seen on: 13 Jun 2016
      Registered date: 12 Jun 2016
    • Alan McBrydeJune 13, 2016 22:15
      Sorry, order number is 700696091
      I hit the submit button too soon
    • VonJune 14, 2016 02:03
      Hi Alan,
      Thank you so much for reaching out. I would like to follow up this ticket. There are things I need to verify for us to diagnose the issue and provide you the necessary trouble shootings steps and/or escalate this ticket to the appropriate Specialist.
      What was the last activity prior to this issue?
      Was the phone dropped?
      Was the phone exposed to liquid?
      We would love to hear from you, and we are looking forward for this so that we can proceed to our next level of support.
      Looking forward for your response.
      Kind regards,
    • Alan McBrydeJune 14, 2016 13:15
      Hi, the phone hasn't been dropped or become wet in anyway. I had just received the latest update and installed it and from then the home button and fps has not worked.
    • Alan McBrydeJune 20, 2016 16:15
      Please could you provide an update, I have a phone that is not fully functional and is still under warranty? If you're unable to resolve this issue then I would like a replacement phone provided.
    • Alan McBrydeJune 20, 2016 16:15
      Please could you provide an update, I have a phone that is not fully functional and is still under warranty? If you're unable to resolve this issue then I would like a replacement phone provided.
    • TR FritzGJune 22, 2016 13:38
      Hi Friend!
      Things have been a little hectic here at OnePlus lately with the OnePlus 3 launch, but that does not mean we are not committed to providing you with the best customer service possible. In an effort to speed things up and get you back to enjoying your OnePlus device, we've collated some of the top inquiries over the past couple of weeks and have prepared a guide to help you. If your concern falls under any of the 7 categories below, please reply to this email after performing the steps outlined in the instructions to update us. If not, our Voice Support lines are open from 9:00 to 21:00 EST (Eastern Standard Time) for your concerns. Alternatively, you can also contact our Chat Support.
      1. Which couriers is the OnePlus 3 compatible with? Click Here
      2. How do I cancel my order? Click Here
      3. How do I repair or return my device? Click Here
      4. How come my credit card payment isn't going through? Click Here
      5. What happens if I'm charged twice? Click Here
      6. How come my status shows pending payment even after a successful payment?Click Here
      7. What should I do if I've run into some issues after the Marshmellow update? Click Here
      We hope you found this guide helpful and as always thank you for your continued support!
      OnePlus Customer Support
    • Alan McBrydeJune 22, 2016 15:33
      Thanks for the response but I feel like I am being fobbed off with pathetic excuses now. My device has failed and I would like to have it repaired under warranty, please provide full details on how I can do this as quickly as possible.
      Should I not receive a response within 48 hours, to which I consider to be a reasonable time frame, I will commence actions against OnePlus to recover my monies paid for the phone. If this requires me to take this matter legal, then this is what I will do.
    • Alan McBrydeJune 22, 2016 17:55
      You may be able to see that I am about to start the process for buying an OP3, you may see from my history that I am a loyal OP customer. Owning the OPO, OP2 and shortly the OP3, assuming we can resolve this current issue swiftly.
      I await your input to this matter.
    • Alan McBrydeSunday at 13:56
      As no response has been forthcoming, I have opened up a PayPal dispute as the device is faulty and you are unwilling to resolve the issue. to date I have had a defective phone for 13 days, unacceptable, hence my route of seeking a full refund.
    • JustineSunday at 14:03
      Hello Alan,
      Thank you for reaching out OnePlus Technical Support . My name is Justine, and I will be assisting you today. I'm sorry for the inconvenience this has caused you. In order to hasten the process can you please provide to us a screenshot , please go to Engineer mode*#808# to test the fingerprint scanner.
      Thank you and hope to hear from you.
    • Alan McBrydeSunday at 14:44
      This is the screenshot when I run the FPS tests, it says everything is OK:
    • JoeySunday at 15:04
      Hi Alan,
      Good day!
      This is Sam from OnePlus Support and I am currently taking ownership of this ticket in your behalf.
      Thanks for your response. We understand how important it is to have a working phone and having issue like this is something we dislike to happen. We appreciate the troubleshooting you have performed so far. However, these do not successfully resolve the issue.
      Please see below for a quick step by step tutorial for creating an RMA:
      Step 1: Head over to your my orders page and click the 'service request' button to begin your repair and warranty claim.
      Step 2: Select RMA Type. You can select Return, Replacement or Repair
      Step 3: Choose the Items
      Step 4: Fill in Reasons and upload attachment
      Step 5: Confirm the email
      Step 6: Choose or input an address
      Step 7: Submit the RMA request
      If you successfully submitted the RMA, you can find it under My Account > Service Request.
      Best Regards,
    • Alan McBrydeSunday at 15:18
      Is this a joke?
      When I go to 'service request' nothing happens, I have no option to select RMA type?
    • Alan McBrydeSunday at 15:21
      see screenshot from RMA request screen

    • SamSunday at 15:49
      Hi Alan,
      Thank you for contacting OnePlus Technical Support.
      Please follow the steps below and let us know if you're still getting the same error;
      Logging out and logging back in
      Clearing your browser's cache
      Deleting your browser's cookies
      Switching to a different browser
      If you have any other question, please don't hesitate to contact us again and I'll be more glad to help you.
      Keep safe and have a great day ahead.
      Never Settle.
      Best Regards,
    • Alan McBrydeSunday at 15:59
      Done all that and still no drop down menus etc... tried using Chromium on my Ubuntu laptop, Edge on my daughters laptop and Explorer 10 on my spare laptop, none give me any options as you have described in your previous messages.
    • Alan McBrydeMonday at 13:35
      Please can you advise on the next stages as I am unable to create an RMA as you have described?
    • Alan McBrydeTuesday at 13:35
      Hello, I would really like to resolve this as I want to purchase an op3.
    • Alan McBrydeYesterday at 20:34
      Appreciate you may be busy but forgetting your loyal customers is a big mistake, this is 16 days in to this situation now, totally unacceptable. I look forward to my Paypal dispute returning my money for supply of faulty goods.

    Gilbert Wu likes this.
  2. Jitesh Saitawadekar
    KitKat Jun 30, 2016

  3. Adam Krisko
    User of the Year 2013 Jul 18, 2016

    Adam Krisko , Jul 18, 2016 :
    I've responded to your post on my profile, I'll have CS follow up with you as soon as possible.

  4. tfae
    Ice Cream Sandwich Jul 18, 2016

    tfae , Jul 18, 2016 :
    Well, they're only joking with you for a month.
    That's nothing compared with the 3 months I've been waiting to get my problem solved (GPS/compass issues).

    If @Adam Krisko is the one to help me here, please see Request #604753.

  5. sncalaska
    Gingerbread Jul 28, 2016

    sncalaska , Jul 28, 2016 :
    is there any way i can get some help w/ a customer service problem? any 1+ employee in this thread that will help?
    My ticket: request (664835)
    i was told by the off shore call center that someone would take ownership and told twice that a higher level person would respond. nothing. a tech is needed.
    my issue is reception on my 1+2. most of the time i cannot even pickup my att network where i reside. i have confirmed through att and by going to the area of the tower that i am only 1.7 miles from a 4g tower. att has stated over and over that i should not have this problem, and that it is the fault of the phone.
    furthermore, i have neighbors in my apartment building who are also using att as their provider and generally have no problem w/making calls. they are all using much cheaper and older phones!
    1+ support had me send the phone back, which i did. nothing got fixed about the reception and the phone took a 12,000 mile round trip.
    i asked for an upgrade, refund or replacement. that got totally ignored by offshore customer service.
    they want me to send the phone back again, and i don't even think the right hand (customer service in the Philippines) knows what i believe is a 3rd party repair center (the left hand) is doing. this is ridiculous to keep sending the phone back. what a huge waste of time and money.
    just a thought: i live in alaska usa and the repair center is in miami, fl usa. the freight for just the one trip to fix absolutely nothing was worth more than the value of the phone.
    can anyone help? this has been like building the Egyptian pyramids trying to get customer service from 1+.

  6. biswanath.276
    Cupcake Jul 28, 2016

    biswanath.276 , Jul 28, 2016 :
    I agree with you. I have used the one plus 2 phone for 1 month and the main reason I don't want to use this phone because of heating issue and poor customer care service. I have created many tickets to solve the issue, but still no committed response or action.

    The current open tickets are 669916 and 673502. Because of customer service, the confidence of oneplus getting loosen day by day. I don't know, if you returned the phone and then how many days normally get the refund back in your account in USA. But whatever the companies that I normally purchase like Amazon, eBay, Walmart etc. process the refund within 2 to 3 business days. But in one plus, I am fighting for last 20 days to get the refund.

    I will not suggest to buy this phone, because after purchase support is most important to retain the customers.


  7. IvanMuse
    Ice Cream Sandwich Jul 28, 2016

    IvanMuse , Jul 28, 2016 :
    Thank God I never had to experience the OnePlus Customer Support
    There were some cases where it went normally for some people, but there are so many negative ones (almost every day on a forum there's a thread about it) and I really think OnePlus needs to take a look at it's CS and make it better because they're losing customers like this

    Jitesh Saitawadekar likes this.
  8. Gilbert Wu
    Froyo Sep 4, 2016

    Gilbert Wu , Sep 4, 2016 :
    Your experience is so similar to mine. After 3 weeks of seeing those "Good Day!" responses from different customer support operatives in One Plus, they still have not given me an estimate regarding how long it would take to return the faulty phone with dead Home button under warranty. My case is even more interesting since One Plus insists on me returning the phone to a Hong Kong address even though I reside in London. It was unlucky for me to get the phone in Hong Kong (definitely not cheaper than the London price). When I commented about the fact that Adam seemed to be the only guy who showed some enthusiasm in dealing with customers' issues at One Plus, I was reprimanded by one moderator for being disrespectful to Adam and was told to be more patient!! I just wonder how One Plus managed to have such a devoted fan base? Perhaps someone can educate me!!