In Response to the "Refurbished Phone" Rumors

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  1. Bradon H
    Honeycomb Dec 4, 2014

    Bradon H , Dec 4, 2014 :
    Hello friends,

    As you know, it was recently suggested that OnePlus has sold used or refurbished phones as new. On the forums, user indest made a list of 7 other users who had claimed to have received used or refurbished phones from us, sold as new. We completely understand why this sort of information would be cause for great concern, and we’d like to thank indest for bringing this to our attention.

    We have of course never sold a used or refurbished phone labelled as new (or otherwise). But, there was still some sort of an issue here - one we took very seriously. So, we immediately contacted the 7 users in question and launched our own investigation. In addition to speaking directly with the 7 affected customers, we began an extensive investigation at our factory and with our logistic partners. In the name of full transparency, this is exactly what we found:

    Case 1
    The user had found some dust on his new OnePlus One and was also experiencing some technical issues. He also found a deleted photo which he assumed was from someone who owned the phone before him. Because of these things, he (understandably) assumed that the device was used. This is the image that he reportedly found on the device (note: we have blurred out any personally-identifiable information):


    We ran a battery of tests on the image without conclusive results. However, we managed to locate an email address on the image, which belonged to a seemingly random person in France. We determined that he was not a OnePlus Global customer. We contacted this person, and he confirmed that he had indeed taken the image in question. However, he did not take the image on a OnePlus One, nor had he ever even used a OnePlus One. Weird, right?

    Image 1.png

    We are not suggesting that our customer was dishonest about finding this image on his device. We are simply relaying the fact that the image was not taken on the device in question (or a OnePlus One at all). We don’t have an answer (yet) about how this image could have ended up on his device. But, we are still working on finding the answer to that question.

    Regardless, our records back up the fact that the device was not used or refurbished. The device was manufactured on July 14, 2014 and shipped to our customer on July 20, 2014. The customer then reported that the phone was allegedly refurbished 4 days later.

    It’s impossible that the phone could be used, returned, and re-sold in this time frame.

    Case 2
    Upon speaking with the customer, we became aware that his box was not factory sealed. There was no shrink-wrap on the box, and the red thread that opens the factory seal had already been pulled and re-taped.

    The package was seemingly tampered with after we shipped it. The device was brand new when it left our warehouse, and we are working closely with our logistics partners to find out exactly what happened afterwards.

    Case 3
    The customer was concerned that the device was used because the operating system was reportedly fully loaded and set up upon arrival. However, there were no other signs of the phone being used or damaged. Assuming the customer's account was accurate, there was likely a minor glitch when installing the OS at the factory.

    The device was manufactured on November 3, 2014 and shipped to our customer on November 21, 2014.

    Case 4
    The customer reported to have found some dust and minor scratches on the device.

    The device was manufactured on October 13, 2014 and shipped to our customer on October 18, 2014. It’s impossible that the phone could be used, returned, and re-sold in this time frame.

    Case 5
    The customer had made a forum post about some technical issues, but never meant to suggest that his phone was refurbished. His response was taken out of context and incorrectly added to the compiled list of users who claimed their device was used.

    Case 6
    Upon removing the graphic screen protector from the new device, the customer reported to have found a second, clear piece of film on the screen. The customer assumed that this was a used phone because it had an old customer’s screen protector applied to the screen.

    For a brief period, we added 2 layers of film to new devices to assist in protecting the screen during shipping. Later tests concluded that the added benefit was minimal at best, so we stopped applying a dual layer of film. However, it was completely normal for brand new devices to be shipped this way within this particular time period.

    Case 7
    This customer has yet to respond to our requests for contact, so we haven’t been able to conduct a full investigation on their order. However, for now, it’s safe to assume that the the case is similar to the above cases.

    The bottom line is this: Out of 500,000+ devices sold, 7 people claimed to have used or refurbished devices. Some of the claims were more substantial than others. While we take full responsibility for any possible dust and/or scratch issues a couple of these customers experienced, all of the devices were brand new. Out of over 500,000 devices, a handful perhaps slipped by quality control and were sent out with minor imperfections, but they were in no way used or refurbished.

    We are currently working closely with the factory to ensure that every single phone continues to be shipped in absolute-perfect condition, but we hope that our findings here put to rest the rumors that we are somehow attempting to pass off used phones as new.

    We thank you for your patience over the last few days. We are still taking this matter very seriously, and we apologize for any concerns that the rumors have caused.

    npt, luxuskamel, drmartin and 460 others like this.
  2. Bapubhai
    Eclair Dec 4, 2014

    Bapubhai , Dec 4, 2014 :
    Good to know that, One plus took the mater seriously and did the proper investigation. This really matters to increase customer faith on the company.

  3. vince31
    Honeycomb Dec 4, 2014

    Last edited: Dec 5, 2014

  4. p4r4d0x
    Ice Cream Sandwich Dec 4, 2014

    p4r4d0x , Dec 4, 2014 :
    interesting. Good to see this is investigated properly. Case 1 is very interesting though.
    Last edited: Dec 4, 2014

  5. iTrollz
    KitKat Dec 4, 2014

    Last edited: Nov 16, 2015

  6. juddlevy
    Honeycomb Dec 4, 2014

    juddlevy , Dec 4, 2014 :
    Great. What about the touchscreen problems many of us face? Seems like you guys gave up on that thread.

  7. Hanson Lee
    Marshmallow Dec 4, 2014

  8. Silverchaoz
    Lollipop Dec 4, 2014

    Attached Files:

    Last edited: Dec 4, 2014

  9. dsmonteiro
    Community Consultant Staff Member Dec 4, 2014

    dsmonteiro , Dec 4, 2014 :
    Good to see such a thorough response!

    I already had done the math, around 1 claim for 100.000 which is super low, but it's good to see you explaining that even those claims are not used phones.

  10. keithnyc
    Moderator Moderator Dec 4, 2014

    keithnyc , Dec 4, 2014 :
    Well, at least for a temporary period of time, I guess it does!

  11. navyking
    Eclair Dec 4, 2014

    navyking , Dec 4, 2014 :
    Great now how about u hurry up shipping black Friday orders, its gonna be a full week i got both rhino shield and case but no phone makes me sad panda :(

  12. tmchen85
    Cupcake Dec 4, 2014

    tmchen85 , Dec 4, 2014 :
    Good to know 1+ is taking the steps necessary and hoping everything works out ok in the end.

    seether84 likes this.
  13. Lunatasian
    KitKat Dec 4, 2014

    Lunatasian , Dec 4, 2014 :
    Glad this was FINALLY addresessed.
    Tired of people being crybabies about this.

  14. David S.
    OnePlus Europe Staff Member Dec 4, 2014

    David S. , Dec 4, 2014 :
    We haven't, it's just that the technical explanation is very complex and we need to "translate it" to make it understandable for people that are very into electronics and for people that are not so keen on the technicalities of the industry.

    tarreco, cdrp83, faalajf and 19 others like this.
  15. pritambhadane
    Gingerbread Dec 4, 2014

  16. Aaahh
    Marshmallow Dec 4, 2014

  17. ronclon
    Honeycomb Dec 4, 2014

    ronclon , Dec 4, 2014 :
    Excellent response. I think anyone with half a brain knew it was ridiculous to think a company trying to build a reputation would do this anyway. It won't stop those who seem to have some personal problems with Oneplus from starting up other accusations though.

    Qazi.Rza, Wishmaster, ramsabi and 9 others like this.
  18. hsharma18
    Gingerbread Dec 4, 2014

  19. avinashadvani
    Jelly Bean Dec 4, 2014

    avinashadvani , Dec 4, 2014 :
    Well done one plus. There are lot who make a mountain of a molehill... Nothing much can be done.
    Keep on rolling out the good stuff one plus.

  20. juddlevy
    Honeycomb Dec 4, 2014

    juddlevy , Dec 4, 2014 :
    I appreciate the response. So you have figured out exactly what the problem is then? Is it hardware or software? Can you answer that at least please? And when can we expect a detailed response? Thank you.