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OnePlus 7 Pro Stuck in RMA HELL! Terrible customer service.

  1. Borijess3 Eclair Jun 7, 2019

    Borijess3, Jun 7, 2019 :
    So I bought my phone on the preorder date. received it a couple days later. That is when the good news ends. Once I received phone I noticed there was a defect. So less than 24hrs I am shipping it back to OnePlus at my cost. It arrives at Acer there RMA center on the 28th of May. Once I noticed they received it, I call and ask what's the status. Nobody knows and the OnePlus website is not being updated. After countless chats and phone calls I am still in the same spot with little to no updates. I am getting told that Acer is overwhelmed with RMA and the the 12gb is on backorder and I would have to wait. Then I am told that the phone has not been inspected and waiting for Acer. Another call and then then they tell me first RMA was in correct ant that a new one will be created. Now I am getting told that the Acer service center is having technical difficulties. All these excuses and no real answer. OnePlus has my phone and my money. Just really frustrated with the whole RMA and customer service process. Very archaic and disappointing for a company that is now charging flagship prices. Hopefully someone from OnePlus sees this and can really help me out. [e]1f614[/e]


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    #1
    LinusJian and Y1541003265932 like this.
  2. matthu.2711 The Lab - OnePlus 7 Pro Reviewer Jun 7, 2019


    #2
    KoolVishal likes this.
  3. Borijess3 Eclair Jun 7, 2019

    Borijess3, Jun 7, 2019 :
    That's the original phone. Not the replacement. This is when they received it.
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    #3
  4. matthu.2711 The Lab - OnePlus 7 Pro Reviewer Jun 7, 2019

    matthu.2711, Jun 7, 2019 :
    Have you received an email? When I got my 6 fixed they were great with feedback and keeping me updated. Got an email from the company and a tracking number to track the process
     

    #4
  5. Borijess3 Eclair Jun 7, 2019

    Borijess3, Jun 7, 2019 :
    I have but not much info. Tons of confusion no definite answer on what part of the process I am in.
     

    #5
  6. matthu.2711 The Lab - OnePlus 7 Pro Reviewer Jun 7, 2019

    matthu.2711, Jun 7, 2019 :
    And no tracking number or link?
     

    #6
  7. Borijess3 Eclair Jun 7, 2019

    Borijess3, Jun 7, 2019 :
    My replacement has not been shipped. So no tracking number.
     

    #7
  8. matthu.2711 The Lab - OnePlus 7 Pro Reviewer Jun 7, 2019

    matthu.2711, Jun 7, 2019 :
    No, a tracking number or link to track the repair?
     

    #8
  9. Y1541003265932 Cupcake Jun 8, 2019

    Y1541003265932, Jun 8, 2019 :
    I am in the exact same position as you and it is extremely frustrating. The first representative I talked to quoted me that it will take 7-9 days after I shipped it.

    The service center received my phone on Tuesday the 28th, but the RMA page never got updated. I talked to a live chat representative again and they forwarded the conversation to the team that deals with RMA status and their reply for where my phone is and how long it will take is

    "
    We have received your device at service center and it is under inspection. Once when the device inspection is passed we will be sending new device.
    You will receive the tracking number via email when the device is ready to ship.

    Here is the TAT for replacement process for your information.

    Replacement:
    -> 2 business days for inspection
    -> If inspection passes, forward to special task force. Replacement Order will be created. 2 business days for processing.
    -> If inspection fails, offer repair instead. Replacement is cancelled.
    -> 3-7 Business days for shipping (Maximum of 12 business days from the time the service center received the parcel)
    "

    It's been 9 business days since the service center received the phone. Looks like it the service center is closed so the maximum of 12 days is not accurate as I have not even received an email saying the inspection passed. So it looks like the earliest I would get the phone is Monday + 2 days for processing + 3 days for shipping = 15 days.

    There seems to be complaints for every RMA request for newer phones for OnePlus. Sending older phones for RMAs always seems be much faster and people always have positive feedback for that, I just wished it was the same for their newest phone.
     

    #9
    Borijess3 likes this.
  10. Borijess3 Eclair Jun 11, 2019


    #10
  11. B_Wrath Lollipop Jun 11, 2019


    #11
    Liehjan and Borijess3 like this.
  12. Borijess3 Eclair Jun 11, 2019


    #12
  13. B_Wrath Lollipop Jun 11, 2019

    B_Wrath, Jun 11, 2019 :
    She is a senior moderator. She may be able to help in escalating your problem.
     

    #13
    SoniaB likes this.
  14. Borijess3 Eclair Jun 11, 2019

    Borijess3, Jun 11, 2019 :
    Thank you!
     

    #14
  15. Borijess3 Eclair Jun 11, 2019

    Borijess3, Jun 11, 2019 :
    For whatever reason they cancelled my original RMA and started a new one. Maybe so it wouldn't look so bad cause it was taking so long.


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    #15
  16. B_Wrath Lollipop Jun 11, 2019

    B_Wrath, Jun 11, 2019 :
    I'm not guaranteeing you anything though. She doesn't work for OnePlus.
     

    #16
  17. Borijess3 Eclair Jun 11, 2019

    Borijess3, Jun 11, 2019 :
    That's ok. Any help is greatly appreciated!
     

    #17
  18. Rahstyles Gingerbread Jun 11, 2019

    Rahstyles, Jun 11, 2019 :
    That is pretty messed up.. I would demand for a Discount or call my CC company up and back charge that bs
     

    #18
    Borijess3 likes this.
  19. SoniaB Nougat Senior Moderator Jun 11, 2019


    #19
  20. SoniaB Nougat Senior Moderator Jun 11, 2019

    SoniaB, Jun 11, 2019 :
    Hey there

    If you would like your case escalated also, can you please PM me your support ticket/RMA number.
    I got borijess3's from the screenshots. [​IMG]
     

    #20
    Gaurav Rohilla likes this.