Hello All,
I would like to explain my experience with One Plus, especially considering the upcoming release of the OnePlus Two, there's no time better than the present.
I would like to start by talking about my initial experience of the phone and some clear advantages and disadvantages. For the first 5 months of having this phone I thoroughly loved it through and through, the camera was great, the screen was crisp and despite the occasional lack of responsiveness when unlocking the phone, it was all round one of the best spec'd phones for the price.
However this experience completely changed at the start of April. I noticed issues with typing slowing down, and occasional ghost swiping. This was just the start of my issues to come.
Eventually after a month of the issues becoming worse, I decided to finally get in touch with the (dreaded) OnePlus Tech Support. This was where I realised the low price of the phone was compensated somewhere... The Tech Support
Just for some background information I am incredibly careful with my phone, and meticulous about how I handle it outdoors or in different environments that might potentially cause harm.
However in April I finally decided to take the plunge and go through the process of RMA. At first I was asked to send in a video of my screen, this was a simple process and didn't require much effort.
From this point I was then asked to install a separate ROM from a .BAT file to test if it was a software issue, this repeated itself twice, which I understand is just a diagnosis step, and no real issue in the scheme of things.
I was asked to remove the case as well, and despite being very gentle, this resulted in the case chipping on one side, I mentioned this multiple times to the service desk and I was never directly responded to, just ignored in regards to the case.
However this is where the big issues start... I was then asked to send off my phone to One Plus, after initially being given the option of collection, which apparently wasn't available, I printed off the labels and sent the phone out in the original packaging (again with being meticulous).
I then asked how long approximately it would take for the phone to be returned, this is when they responded with "2 weeks".
They acknowledged the phone arrived several days later, and they then "further proceeded your RMA request."
12 hours later, they diagnosed my phone with water damage, and:
"Based on the damage condition, we can offer the repair service. Here's the quotation:
Motherboard repair GBP 167.00 Repair cost EUR 11.00"
Let me just reiterate, they had diagnosed my phone 12 hours later, and were more than happy to quote me this amount, despite only having an initial check.
Now this is where the meticulous part of me really showed its face, I had taken photos all over the OnePlus One prior to sending the phone off from every angle, and as this first check was a general overview I called them out on the water damage, knowing that:
A) The phone has never been anywhere even close to water, in any way or form and B) I have images of all the outer water damage sensors and none of them have been triggered.
Now here is the biggest issue, since making this comment, I haven't been given a straight answer or proof and I have been waiting 12 days as of yet. They keep repeating that I must wait for "proof of their inspection", but I am very sceptical that they will not just send me a note of a technician that has not really done anything other than scan the phone over and falsely note the issue.
I am really at the end of my patients and unsure as to what to do now. Would anyone be able to advise or help.
Tldr; Got Ghost Swipe issues, took pictures of the phone, sent phone off, OnePlus falsely accused water damage from initial inspection (I have images to prove otherwise), still haven't heard anything other than canned responses for the last 12 days.
Thanks!
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