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OnePlus 7 Pro - sent for repair via UPS and has gone missing

  1. P1558453781404
    Cupcake Jan 9, 2021

    P1558453781404 , Jan 9, 2021 :
    I am writing this in the hope that someone from OnePlus will read it and be able to escalate the issue to a senior manager.

    I bought a OnePlus 7 Pro in May 2019, and have been very happy indeed with it until about 6 weeks ago. Then I noticed that the fast charging was not working, and that ordinary charging started dropping out randomly, and the charging socket was working loose. As it was still under warranty I raised a support ticket with OnePlus. I sent the phone in its original packaging and it was collected by UPS on December 11th. I tracked it via UPS and the last trace of it was in Cologne on December 15th – since then nothing. I chased UPS who started an investigation – this has failed to find the phone. I then contacted OnePlus support, who told me to wait until the UPS investigation had concluded. This investigation finished a week ago, and since then I have been told that the issue has been escalated to the Service Centre in Poland. Repeated attempts to find out what is happening in terms of a replacement for the missing phone have been met with the same answer – it is with a team in the service Centre, and we have made them aware of the problem. If there is someone from OnePlus who is reading this, could they please escalate the issue and find out what is happening, as it is now nearly a month since I sent my phone for repair.

    I really enjoyed the OnePlus 7 Pro, and so far my experience of OnePlus has been excellent – I would not want this to be spoilt.
     

    #1
    nizamsyed786 and Dr_Mridul like this.
  2. SoniaB
    Community Hero 2020 Head Moderator Jan 12, 2021 at 7:23 AM

    SoniaB , Jan 12, 2021 at 7:23 AM :
    Hey there

    I just received an update from CS Escalation team.

    They will reach out to you today (within the next 24hrs due to timezones) and make arrangements for replacement device.

    Please do keep me updated and if you require further assistance or me to chase up again, just tag me.
     

    #11
    nizamsyed786 and Tobikage like this.
  3. J4t1np4r3kh
    OnePlus Accessory Tester Jan 9, 2021

  4. drl431
    Community Hero 2020 Jan 9, 2021

    drl431 , Jan 9, 2021 :
    Rather than sending the phone out for repair, you could have just cleaned out the usb-c port on the phone. Its probably full of pocket lint.
     

    #3
    Artemus. likes this.
  5. OnePlusSanjoySaha , via OnePlus 7 Pro Nebula Blue , Jan 9, 2021 :
    No but he mentioned the charging socket was working loosely.....this is sad indeed & only the person, lost his phone can understands it but I don't know how can anyone be of any help over here !😓
     

    #4
    ghostofcain likes this.
  6. P1558453781404
    Cupcake Jan 9, 2021

    P1558453781404 , Jan 9, 2021 :
    Yes I already did that before I reported the problem. There was no dust in there. As I said the problem was that the charging socket had become slightly loose.
     

    #5
  7. drl431
    Community Hero 2020 Jan 9, 2021

    drl431 , Jan 9, 2021 :
    Ok, but the connector appearing loose is also a symptom of pocket lint in the bottom of the usb-c port. However, it is still possible the port was damaged.
     

    #6
  8. SoniaB
    Community Hero 2020 Head Moderator Jan 9, 2021

    SoniaB , Jan 9, 2021 :
    Hey there

    Can you please confirm your Case ID and I will escalate to admin?

    Thanks for the tag
     

    #7
    Tobikage and OnePlusSanjoySaha like this.
  9. P1558453781404
    Cupcake Jan 9, 2021

    P1558453781404 , Jan 9, 2021 :
     

    #8
  10. SoniaB
    Community Hero 2020 Head Moderator Jan 10, 2021


    #9
    Tobikage and Dr_Mridul like this.
  11. P1558453781404
    Cupcake Jan 11, 2021

    P1558453781404 , Jan 11, 2021 :
    SoniaB

    Thanks for your help. When should I expect a reply from Admin ?
     

    #10
  12. P1558453781404
    Cupcake Jan 13, 2021 at 11:52 AM

    P1558453781404 , Jan 13, 2021 at 11:52 AM :
    SoniaB _ I really appreciate your help on this. James Wilson from the CS team sent me an email yesterday about a replacement phone. I responded with a couple of questions but I have not received a reply from him since then - 24 hours ago. If there is any way you could speed up the process it would be great.
    Thanks again
     

    #12