2
One Plus Cable on Fire! via OnePlus 6

  1. Q1528819275298
    Donut Oct 23, 2020

    Q1528819275298 , via OnePlus 6 , Oct 23, 2020 :
    Hi,

    I'm writing this to highlight a product failure incident. I've been a proud one plus user since past 2 years, NO MORE. Recently, my one plus cable, caught fire while the device was on charge, luckily I was awake and sensed the burn so was able to disconnect main supply and avoid any fatality. The cable has already suffered considerable burn & damages (ref image at the end.). It was scary.

    The next morning I went to twitter to highlight the issue and I was being redirected to service centre over dm. The service centre guy invalidated my concern & redirected me back to customer care.

    Upon reaching out to the customer care, I was being redirected to forums i.e here, so I can get expedited help from a product expert. I was flabbergasted with the manner in which customer care desks have mastered the art of redirection by overlooking the timely and right support.


    I seek two things here:

    1. RCA & forensic report of the incident.
    2. Product certification and test result documents for reference.

    1603461118091.jpg

    1603461118206.jpg


    I'm disappointed big time with the manner in which such a grave incident is being managed lightly by the team. Kindly help me understand the product failure. :)
     

    #1
    R1603554419200 and lk221b like this.
  2. Tokolozi
    Nougat Oct 23, 2020

    Tokolozi , Oct 23, 2020 :
    To me, looking at the pictures, it looks like your cable was already frayed before the incident.
    You must always stop using a cable as soon as any physical damage is spotted. Otherwise stuff like this can and will happen.

    Especially since you say the cable was already used 2 years (something the yellowing on the connector also confirms), and this is generally the place on the cable that receives the most stress.

    Also looking on the connector, the side of the USB-C port is not melted but torn/Ripped. Something that wouldn't occur during just a internal fire on the cable:
    upload_2020-10-23_16-13-10.png
     

    Attached Files:


    #2
  3. SoniaB
    Nougat Head Moderator Oct 23, 2020

    SoniaB , Oct 23, 2020 :
    Hey there

    I am not sure why you have been directed to the forums. This is a user forum and your issue should be taken up by OnePlus support direct.

    I will forward this to community admin however, can you please clarify on the cable itself?


    upload_2020-10-23_16-12-27.png

    Were you using the official OnePlus adapter?
    The exposed part of the cable looks like a clean cut. Did you remove any part of the red cabling at all after the incident?
     

    #3
  4. Tokolozi
    Nougat Oct 23, 2020

    Tokolozi , Oct 23, 2020 :
    This would also make any "forensic report" not accurate, the cable must be kept in the original state to see actual failure point.
     

    #4
  5. SoniaB
    Nougat Head Moderator Oct 23, 2020

    SoniaB , Oct 23, 2020 :
    Indeed. Hence my questions.

    Screenshot_20201023-161603__01__01.jpg

    Box 1 and 2, these do not look like burn/melting. They look like cuts. Also, as per the arrow indicator, the inner red cable seems undamaged.

    Also what is perplexing is that other cases of burn, we would see a starting point. Yet the USB side and the white plastic covering remain undamaged if not a bit dirty.
     

    #5
  6. Tokolozi
    Nougat Oct 23, 2020

    Tokolozi , Oct 23, 2020 :
    Hey, The cable fire would have started at [2] you can see charring and slight expansion of the plastic there. But all the other points are not consistent with this. They seem more like damage prior to the fire.

    Hence my belief that he continued to use a frayed charging cable. Example:
    upload_2020-10-23_16-25-11.png

    you can see the connector side (while a different cable) is damaged in a very similar way.
     

    #6
  7. SoniaB
    Nougat Head Moderator Oct 23, 2020

    SoniaB , Oct 23, 2020 :
    Indeed. I am questioning the validity of the claim simply for these reasons. The inner cable seems intact. The cable looks like it's been cut rather than damage by melting the plastic/rubber.

    My old Apple cables always frayed in that same spot. I just used insulation tape and continued using the wire.

    We have also not seen any evidence of fire damage itself. Edit: especially since user has claimed "avoid any fatality" so the fire was significant? I am wondering why there are no pics of the physical damage it caused to the table or the flooring??
     

    #7
  8. Tokolozi
    Nougat Oct 23, 2020

    Tokolozi , Oct 23, 2020 :
    Additionally here is a fund article on how internal cable short fires generally behave:
    [​IMG]

    They rarely ever actually make flames due to the fire repellents in the rubber used.
     

    #8
  9. SoniaB
    Nougat Head Moderator Oct 23, 2020

    SoniaB , Oct 23, 2020 :
    Which why I also added an edit to my post:

     

    #9
  10. Liehjan
    Lollipop Oct 23, 2020


    #10
  11. yashwant24
    OnePlus Accessory Tester Oct 23, 2020

    yashwant24 , Oct 23, 2020 :
    My cable is in same condition and it just heats up at the broken spot. Nothing more than that.
     

    #11
  12. Liehjan
    Lollipop Oct 23, 2020

    Liehjan , Oct 23, 2020 :
    You should stop using that cable if it's damaged!
     

    #12
  13. SoniaB
    Nougat Head Moderator Oct 23, 2020


    #13
  14. yashwant24
    OnePlus Accessory Tester Oct 23, 2020

    yashwant24 , Oct 23, 2020 :
    On it's way. Delivery is taking too long than expected.
     

    #14
  15. SoniaB
    Nougat Head Moderator Oct 23, 2020

    SoniaB , Oct 23, 2020 :
    Well if it's a genuine concern then of course I want to help. However, I do have to question or ask for clarification on some things that don't add up, especially when the repair centre would have personally inspected the cable. They would have given a reason for their rejection in giving him a new cable.

    If it was damaged prior due to wear and tear, then warranty is not applicable and he knowingly used the cable in that state.
    If indeed he did cut away at the wire as the close up of the wire suggests, then again OnePlus are not liable. There is a question mark over the validity of his claim.
     

    #15
  16. Areebanwar
    Honeycomb Oct 23, 2020

    Areebanwar , Oct 23, 2020 :
    Damn. @SoniaB and @Tokolozi absolutely adhered to his request down to the T,

    deeming this completely unrequired.

    *Mind blown* :eek:
     

    #16
    B_Wrath, Tokolozi, Bouncer71 and 2 others like this.
  17. Q1528819275298
    Donut Oct 23, 2020

    Q1528819275298 , via OnePlus 6 , Oct 23, 2020 :
    Yes I had been using the official charger & cable. After the burn up, I looked into the cut area to see if the cable was safe to use, since I was on 1% battery & I had to rush somewhere.
     

    #17
    Starcommander likes this.
  18. Q1528819275298
    Donut Oct 23, 2020

    Q1528819275298 , via OnePlus 6 , Oct 23, 2020 :
    It was minorly frayed before I guess. Don't follow the later part, hence went to service centre/support desk for an explanation.
     

    #18
    Starcommander likes this.
  19. Q1528819275298
    Donut Oct 23, 2020

    Q1528819275298 , via OnePlus 6 , Oct 23, 2020 :
    I appreciate your question mark and your ability to jump ships and conclude something which you just derived from scheming through the post.

    Neither did I ask for a replacement nor do I seek one, I'm more concerned about this from user safety point of view (something we saw with certain galaxy & mac models), and am hence seeking the clarification on the same lines. I hope it's not too much to ask or to lil to offend. :)
     

    #19
    Starcommander likes this.
  20. rhyd1am
    Jelly Bean Oct 23, 2020

    rhyd1am , via OnePlus Community App , Oct 23, 2020 :
    Really!!! You are claiming that OnePlus is responsible for a "possible fatality", yet you went on after the incident, to investigate if the cable was safe enough to use to charge your device anyway?

    My personal opinion (and it is only my opinion). You've been using a damaged cable for too long, and now that it has finally stopped working, you've decided to try and blame OnePlus for it 🙄.

    In short..... Never use damaged cables.
     

    #20