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My experience with customer service

  1. stephaneousset
    Gingerbread Feb 5, 2015

    stephaneousset , Feb 5, 2015 :
    Many participants of this forum have talked about their negative experiences of customer service.
    Before you make a final opinion on the subject , I suggest you to read this:

    To start, I just want to tell you that the Oneplus One is not my first Android phone. I am very comfortable with Rooting, flash Roms, ADB, etc.

    My Name is Stephane (translate Steven in english) I live in a little town name Beloeil, outside Montreal, Quebec, Canada.

    Here's my Story with One Plus CS:

    - 18 January 2015. My Oneplus One Sandstone Black 64 GB turn off suddenly. Tried everithing you can find on the web to restart, reboot, fast reboot or even several ways to recharge the phone...Nothing the phone is dead ! Probably hardware failure.
    - 19 January 2015. I submit a Ticket by the Oneplus Website and explained the problem with the phone.
    - 19 January 2015. Same day. 9 hours later. I received an answer of my ticket. They asked me to send the IMEI of the phone and video of the problem.
    - 20 January 2015. I send My EMEI and a video of a dead phone that don't restart!...yep!
    - 20 January 2015. 1/2 hour later, they send a message that they received my video and that they send my ticket to a technical specialist.
    - 22 January 2015. I received a message from the tech. They send me Patch to fix my problem, but the thing is that the phone is completely dead so impossible to reboot in fastboot Mode.
    - 23 January 2015. I wrote back to the tech and explained that I tried everything (a big list) but my phone is dead.
    - 24 January 2015. Tech wrote me back and asked me to try something else to help to recharge the battery.
    - 24 January 2015. 1 hour later. Wrote back and explained that I had already tried that many time and nothings worked.
    - 24 January 2015. 3 hours after my last message. I received a message that told me that my case is send to RRR (Returns/Repairs/Replacements).
    - 26 January 2015. I receive a message telling me that then open me a RMA (return merchandise authorization) and they asked me follow the link to validate all my informations (name,address, etc). What I did in the same hour.
    - 26 January 2015. 3 Hours later. I receive a confirmation that the RMA request is done and they asked me to followed a link to all the return documentation that I need to print for the carrier.
    - 28 January 2015. TNT (courier) contact me to verified that I have all the documents
    - 28 January 2015. 2 hours later FEDEX came to my house and asked me for the package... oups one document missing! Fedex were to fast, TNT send me the missing document a few minutes after the Fedex guy leave my place!
    - 29 January 2015. Went by myself to a Fedex service counter close to my place with the missing document.
    - 30 January 2015. Tracking indicate that the shipment arrived at the TNT depot. Estimate arrival to Hong Kong 9 February.
    - 03 February 2015. Phone arrived at destination, Kwun Tong, Hong Kong.
    - 04 February 2015. DHL tracking from California, USA showed that a shipment left the facility... Yes my new baby is coming home!
    - 04 February 2015. DHL send me a message. $71.00 CDN taxes and custom fees. I already paid those the first time I ordered my One in November. I don't understand why I have to pay that for a replacement!!!
    - 05 February 2015. One day later cause of bad wether condition, My new Phone arrived to my place ! :)

    Conclusion:
    It took 17 days (counting weekends days) for all process for my defective phone.
    Am I satisfied with the customer service at OnePlus ? Absolutely! It was fast, efficient and professional.
    The communications have always been extremely courteous and polite. The return of the new phone was incredibly fast, 2 days, as soon as OnePlus received my defective phone... Wow!
    The Downside: the $71.00 of customs fees and taxes that I have already paid with my original phone... :-(
    Thanks to Oneplus for the service I received, I really appreciate it.

    Tip . Keep in mind there are 13 hours difference between Canada and Hong Kong. Do the math for your country and make sure that your exchanges are happening in the Hong Kong business hours.
     

    #1
  2. WillL
    Ice Cream Sandwich Feb 5, 2015


    #2
  3. khvace
    Gingerbread Feb 5, 2015

    khvace , Feb 5, 2015 :
    24/7 support is the norm and customers in different time zones will not appreciate that they have to wait (General cases)

    But as a customer, they should be aware that this is a new company and customer service may not be up to mark initially.
     

    #3
    Milad likes this.
  4. Wisming
    Eclair Feb 5, 2015

    Wisming , Feb 5, 2015 :
    I'm also very happy with the costumer-service. I don't understand why people hate it so much
     

    #4
  5. Skimmer490
    Honeycomb Feb 9, 2015

    Skimmer490 , Feb 9, 2015 :
    While your remarks are a reminder that a company can be responsive, 17 days to be without a phone, a tool for productivity and communications, is a bit much. Many persons could not function on a daily basis being without their phone for 2.5 weeks especially if cellular is your only phone. Hopefully as OP develops and matures, this too will improve. Let's hope.
     
    Last edited: Mar 5, 2015

    #5
    riahc3 and dhaugru like this.
  6. AsadP
    KitKat Mar 4, 2015


    #6
  7. StuartTonkin
    Jelly Bean Mar 4, 2015

    StuartTonkin , Mar 4, 2015 :
    Legendary Post. Some mod sticky this please :)
     

    #7
    RonaldM and SoniaB like this.
  8. SoniaB
    Nougat Senior Moderator Mar 4, 2015

    SoniaB , Mar 4, 2015 :
    If you still have your original invoice showing that you paid the taxes originally, you can claim the money back from DHL by stating that this was a replacement. Provide a copy of the original paid invoice and that it was a return and replacement.
     

    #8
    RonaldM, Oyathnkso and siocnarf13 like this.
  9. srvan1
    Honeycomb Mar 4, 2015

    srvan1 , Mar 4, 2015 :
    It's already February the 5th where you live with CDN currency? Barely the 4th here.
     

    #9
  10. sparkie1984
    Froyo Mar 4, 2015

    sparkie1984 , Mar 4, 2015 :
    Your happy about a 17 day turn around that involves sending videos and waiting ages for replies. Perhaps I'm spoilt by Apples fantastic customer service

    I think that's crap customer service.

    This is the massive thing that worries me about this phone. There's such a poor infrastructure to back it up.
     

    #10
    riahc3 and dhaugru like this.
  11. Bassilk
    Ice Cream Sandwich Mar 4, 2015

    Bassilk , Mar 4, 2015 :
    It's a web-based merchandise. No centers of any kind. (at least not everywhere). What better way would you expect support to go through? Feel free to share, they might take it into consideration. At the end of the day, they try to care and cater for all their customers.
     

    #11
  12. sparkie1984
    Froyo Mar 4, 2015

    sparkie1984 , Mar 4, 2015 :
    I'd expect a quicker service, I appreciate apple has much much more money and the infrastructure in place but still.

    Why can't you deal with one person in one department? 17 days is not acceptable in my opinion and if that's on a good experience I think I will seriously have to consider buying another phone.

    They could do some basic fault finding then offer an advanced replacement or something surely
     

    #12
    dhaugru likes this.
  13. jacksrage
    Cupcake Mar 4, 2015

    jacksrage , Mar 4, 2015 :
    17 days to come from another country isn't bad... Think of all the transitions that had to go through. I get your point on the multiple points of contact and wait times but if its all through emails who knows how many they are responding to at once.

    Branch replacement offices in multiple countries would be a good idea though, but I think the lack of that is what helps keeps the price down.
     

    #13
    sparkie1984 likes this.
  14. green_sea
    Eclair Mar 5, 2015

    green_sea , Mar 5, 2015 :
    It took them 11 days just to send me to RRR specialist. This is by far the worst customer service I've ever seen. And God only knows how long it will take them to replace their shitty product (suffering from faulty touchscreen).

    I'll never buy a product that doesn't have US based customer service no matter how cheep it is. Period.
     

    #14
  15. Majinferno
    Ice Cream Sandwich Mar 5, 2015

    Majinferno , Mar 5, 2015 :
    It took me 2 months to get a replacement headset from steel series. 2 months and people here are complaining about 2 weeks.


    Seriously guys 2 weeks for a company of 80 employed based in China is pretty great. Cmon see the bigger picture. Its not like apple when they can just send you to the store with many service centers in the nation. 2-3 weeks isn't that bad. Heck, it takes 2-3 weeks for me to just receive an item from China in the first place. Doing some rough math, basically they ship overseas in around a week or so.
     

    #15
  16. siocnarf13
    Jelly Bean Mar 5, 2015

    siocnarf13 , Mar 5, 2015 :
    J'imagine que tu parle le français si tu reste a coté de Montréal, comme les gens on dit un peu plus haut, contacte DHL afin d'expliquer que c'était un remplacement, il devrait normalement te rembourser.

    If you don't speak french, just read @SoniaB post.
     

    #16
    SoniaB likes this.
  17. dhaugru
    KitKat Mar 5, 2015

    dhaugru , Mar 5, 2015 :
    New...in a year they couldn't ramp up customer service??? I had a similar situation with HTC...advanced replaced my new phone (credit card was used) and had a replacement device in 3 days.

    I don't think 17 days should be celebrated.
     

    #17
    wrezanoor, sparkie1984 and Skimmer490 like this.
  18. dhaugru
    KitKat Mar 5, 2015

    dhaugru , Mar 5, 2015 :
    I hope your kidding.
     

    #18
  19. Majinferno
    Ice Cream Sandwich Mar 5, 2015

    Majinferno , Mar 5, 2015 :
    HTC compared to Oneplus? OK.....
    1 year to sell world wide shouldn't be taken so lightly. Profit margins are low and with only 80 employed, 2-3 weeks overseas isn't that bad considering companies like steel series or klipsch that are in the U.S take around a month or in some cases more just to replace a product.
     

    #19
  20. dhaugru
    KitKat Mar 5, 2015

    dhaugru , Mar 5, 2015 :
    Way to "Settle" for a 17 day replacement.
     

    #20
    wrezanoor likes this.