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One Plus tried to fight me on a refund. Sep 13, 2014

deaglecat , Sep 13, 2014 :

OPO need to be careful with paypal. they do monitor vendors performance and customer issues...

 

tanr2001 , Sep 14, 2014 :

They have so far successful on using social networks to promote the One. But this types of things will quickly turns against them. Look at this forum. I question myself why the hell I even bough one.

 

Naquadah , Sep 14, 2014 :

You guys can read about my nightmare here:
http://forums.oneplus.net/threads/so-here-starts-my-nightmare-with-a-doa-phone-as-well.105353/

Yesterday I received a new response several days after opening a second ticket for the same DOA issue as the company completely ignored the first one. Now here's the reply I received, and I quote:

"
Hi,

Would you mind If I assign this ticket to our technical support, they can provide better support at this issue.

Meanwhile, Could you provide more details by attaching some pictures or videos?

Best regards,
Edward"

OMG!
So please help me out here...who on earth or what kinda support group have I then been trying to contact or communicate with all this time for a DOA device, if NOT the technical support team?! So now after like 3 weeks waiting, 2 opened tickets and after the support team's initial request asking me to pay an additional EUR 147 for a touch screen repair, which was a total unrelated issue to a totally dead unresponsive device....they NOW are asking me if it's okay to pass my issue to the 'technical support' team for getting better help?!?!?!

I'm baffled, amazed, completely speechless. I don't think I've ever encountered such incompetence before in my life regarding a company support. They happily took my money, sent me a DOA unit and now they're just trying to stall and jerk people around

And for God sakes...what kind of a useful photo or video can I provide to "prove" a DOA device? Well, it's dead, silent, dark, unresponsive, does not power on at all. A 100% equivalent of a mock-up dummy phone. Do I just put a dead non-powerable phone on a table and take a mug shot of it?! To what end???

As of yesterday my Paypal dispute has been escalated to claim a full refund and then I'll be done with this idiotic company. I've said it before, and I say it again: IF a new company (well the owners are certainly NOT new to this line of business since basically every single one of them are former OPO employees) do not have a clue how to treat their early adopters, the company will not survive in the long run. You can not be a newcomer as a company, selling your first ever line of product very prone and susceptible to both hardware and software issues, some of them quite serious as well, and then don't give a rats a$$ about helping them out! I don't give a flying shit that they won't make any profit during their first year...hell, most companies don't make any kind of money during their first 5 yrs in the business but they still try to take care of their loyal customers.

I will discourage everyone I know from ever going anywhere near one of these units until they get their shit together and I have no idea how things are done in China, maybe Chinese people are much more gullible or simply too scared to claim their own rights, but unfortunately for this company, international customers will NOT "settle" till they get what they are entitled to. This whole thing is simply bullshit and even the Chinese companies WILL eventually learn their lessons and feel the heat to make proper adaptation. Customer support is EVERYTHING.

 

Airbus , Sep 14, 2014 :

Good on you for pointing out the forum to PayPal.

 

captainpotroast , Sep 14, 2014 :

They did a similar thing to me . On the 8tth day of my PayPal claim, they said I was approved for a replacement but since I opened a claim they will only refund my purchase based on the refund policy. My phone is a month old so I knew they were trying to get me to cancel the claim and trust OPO to refund my money even though I didn't meet the refund policy guidelines.

I waited it out and PayPal was in my favor.....

Really sad of OPO to try and do that. I really wanted my phone replaced too, but as soon as they did that, I said to hell with it I want my money back.

 

topsales , Sep 14, 2014 :

I will continue to monitor all the threads and continue to stress to everyone who has to deal with OPO and an RMA is to ESCALATE TO A CLAIM IMMEDIATELY! This is the only way to get your money back.

Don't stop any actions with PayPal until you get your money back. Do not let them promise to handle the issue if you cancel your claim. If you do that you can't go back to PayPal and open it again, because surely OPO won't take care of you without being forced.

As it has been said by others, PayPal watches company performance and if they continue to have poor performance they will lose PayPal as a payment option.

 

Parinya-f , Sep 14, 2014 :

I will keep all these in mind but hope not to have chance to do so.

 

macmus , Sep 14, 2014 :

it seems paypall blocked them.

 

musicmadmac , Sep 14, 2014 :

I spoke to PayPal recently, I closed my claim after support had offered me a solution to my issue. I would say now that if you have a PayPal dispute DO NOT close it until your problem is fully resolved. I had to raise another dispute because there were more problems with my handset and support stopped responding to my ticket.

 

Mad , Sep 14, 2014 :

@ the OP ... i think your blowing this out of proportion. Yes the support sucks but its more likely that they didn't even see your ticket till they got the final notice from paypal about your payment rather then they were trying to claim you were running a scam.
Easy mistake to make when your worked up about something ...

 

deaglecat , Sep 14, 2014 :

ah... I thought only paypal dispute was allowed once.

hence if you start one then you need to make sure that the issue is solved. future issues are also likely to be a problem in that case too.

 

mactron , Sep 14, 2014 :

Everbody with problems please write to androidpolice: http://www.androidpolice.com/contact/
We need to get this into public to force OP to do something about it!

 

knightluder , Sep 14, 2014 :

I think companies forget how customer service is just as important as the product itself. A fact that is missed highly. Apple built its entire brand out of it. How many Apple owners do you know state how much they love the genius bar . Its the main reason most people stick with apple products rather than buy other 's that have more fit and functionality for the users. Great customer service can definitely assist a company continue to be successful with inferior products.

 

macmus , Sep 14, 2014 :

cjackson234 , Sep 15, 2014 :

Yeah, I highly recommend bringing this to a reps attention if you have the same issues as I have.

I appreciate your concern. However, this was not me connecting the dots for fun. I called paypal directly. The rep then read me the response from the vendor (AKA OnePlus). This is not an issue of me having a bad day. This is how they represented the facts.

You are right about one thing. The only reason why they took action on my claim is because they got a final notice from paypal.

 

singlefintj , Sep 15, 2014 :

yikes..

 

cjackson234 , Sep 17, 2014 :

So this morning I woke up to see OnePlus sent me a customer service satisfaction survey. I hope you all take the time to tell them this is not ok. They cannot keep treating support like an annoying afterthought.

 

musicmadmac , Sep 17, 2014 :

Full refund given. OnePlus didn't replace my phone they just refunded due to the PayPal dispute.

 

Naquadah , Sep 23, 2014 :

Good for you m8!
But you did have to pay for the return shipping cost from your own pocket? Did you get any reimbursement for that as well?