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ONEPLUS 9 PRO battery hardware damaged due to overheat, and denying the replacement

  1. N1528399859115
    Cupcake Apr 21, 2021

    N1528399859115 , Apr 21, 2021 :
    ONEPLUS 9 PRO battery hardware damaged due to overheat, and denying the replacement.
    Service centre is denying as the phone damage was said on 16th day after receiving. As I placed for repair, My damage protection plan isnt eligible anymore. Please help
     

    #1
    Montu001 likes this.
  2. Bongzerker
    Gingerbread Apr 21, 2021

    Bongzerker , Apr 21, 2021 :
    How do you know the battery was damaged due to overheating? Serious question. The phone is very new and I find it unlikely that any modern lithium smartphone battery could be damaged from casual overheat in the course of less than a month.
     

    #2
    Akshat Sehgal likes this.
  3. dinamoski
    Honeycomb Apr 21, 2021


    #3
  4. Swejuggalo
    OnePlus 9 Series Expert Community Expert Apr 21, 2021


    #4
    AbandonedTrolley and the_o2 like this.

  5. #5
  6. Ruqhaiya Taskeen
    OnePlus Bug Hunter Staff Member Apr 22, 2021

    Ruqhaiya Taskeen , Apr 22, 2021 :
    We'll do our best to help you. If you can provide the following information, that will help us track down what’s happening and figure out the best way forward. Please check DM!

    Regards,
    Ruqhaiya Taskeen
     

    #6
  7. Bongzerker
    Gingerbread Apr 22, 2021

    Bongzerker , Apr 22, 2021 :
    Please check your DM. You gave me instructions to get logs from my phone by entering #800# into the dialer but when I do I just receive the error "T-Mobile - US Message
    Connection problem or invalid MMI code". Not sure what to do.
     

    #7
  8. N1528399859115
    Cupcake Apr 22, 2021

    N1528399859115 , Apr 22, 2021 :
    Found it by diagnosing via oneplus care, and i was getting 6hr backup after 100% charge, at lowest perfomance ( 60hz, battery saving, minimal brightness, draining like an open tap while taking videos. and heated upto 47degrees
     

    #8
  9. N1528399859115
    Cupcake Apr 22, 2021

    N1528399859115 , Apr 22, 2021 :
    update is of no use, shoot a video for 3 minutes you will see. battery backup just 6 hr
     

    #9
  10. N1528399859115
    Cupcake Apr 22, 2021

    N1528399859115 , Apr 22, 2021 :
    nop, just diagnosed, and battery backup is showing will last upto 6hrr after 100percent charge
     

    #10
  11. Swejuggalo
    OnePlus 9 Series Expert Community Expert Apr 22, 2021

    Swejuggalo , via OnePlus 9 Pro Stellar Black , Apr 22, 2021 :
    This could just as well be something acting crazy and draining the battery... May even be a 3rd party app.
    Check with this app. Does it remain calm or highly active?

    View attachment 1597858
    Also my guide that may help in seeing what causes drain/heat and problems.

    https://forums.oneplus.com/threads/battery-analysis-and-battery-drain-trouble-solving.1413430/
     

    #11
  12. N1528399859115
    Cupcake Apr 22, 2021

    N1528399859115 , Apr 22, 2021 :
    Dude, i havent installed any 3rd party apps, it was factory reset twice before concluding, i am not a noob
     

    Attached Files:


    #12
  13. N1528399859115
    Cupcake Apr 22, 2021

    N1528399859115 , Apr 22, 2021 :
    had dm ed pls respond
     

    #13
  14. Swejuggalo
    OnePlus 9 Series Expert Community Expert Apr 22, 2021

    Swejuggalo , via OnePlus 9 Pro Stellar Black , Apr 22, 2021 :
    So by factory reset you also mean you haven't restored all apps either then? Simply running a clean system?
    And nothing at all makes the CPU act like crazy?
    It is just the claim of damaged battery that makes me wonder what you base it on.
    The battery would normally not be permanently damaged just by a overheat warning unless the device is somehow defect . Even if battery was permanently damaged what would stop it from happening again if it failed in protecting the first battery?
    If SoC and battery heats up for no good reason at all and not even "top -m 10" in adb shell shows any massive CPU activity I'd call it a defect not damaged battery.
    Is it hot now too or has that passed?
    There have been cases of corrupt battery stats where users got very strange battery readings. So that is also a possibility.
    Hope your bug report leads to a solution, but you may want want to consider looking at what actually happens on the CPU right now to rule out any fishy behaviour.
     

    #14
    Akshat Sehgal likes this.
  15. N1528399859115
    Cupcake Apr 22, 2021

    N1528399859115 , Apr 22, 2021 :
    the bug has been checked by the service center, they also mention software issue and reverted that battery is having issue. Might be another scam that oneplus inefficient quality testing and analyze like the co-operation with hazzleblad, where hazzleblad hardware is missing
     

    #15
  16. N1528399859115
    Cupcake Apr 22, 2021

    N1528399859115 , Apr 22, 2021 :
    yes heating was found, without any apps I repeat without ANY RESTORATION, recorded a video which was heated in just 2 mins of recording MR EXpert, ask the service center in COCHIN VYTILLA , which is co-op with XIAOMI
     

    #16
  17. Swejuggalo
    OnePlus 9 Series Expert Community Expert Apr 22, 2021

    Swejuggalo , via OnePlus 9 Pro Stellar Black , Apr 22, 2021 :
    My guess is that they referred to the battery and heat fixes in 11.2.3.3 and 11.2.4.4. Did they actually do anything with the phone or was it only discussion?

    Answered someone else with a high drain and high heat (around 65 on CPU). Devcheck showed that something was using the CPU very aggressively.
    If he could track that activity down he could also possibly solve it...
    If battery stats (also full device stats) does not give enough help this command may show the processes names behind it. (even built-in apps can act crazy)

    CPU usage (adb shell) : top -m 10 (or a other number of your choosing).

    Adb installation.
    https://www.xda-developers.com/install-adb-windows-macos-linux/

    I've seen users having all kind of strange things happening. One user found a process stealing 100% on one CPU core all the time. The process was hidden behind Android OS in the battery stats. The command showed the full name of the process that the Android OS was running.
     

    #17
    Akshat Sehgal likes this.
  18. Bongzerker
    Gingerbread Apr 22, 2021

    Bongzerker , Apr 22, 2021 :
    This is completely normal.
     

    #18
  19. N1528399859115
    Cupcake Apr 22, 2021

    N1528399859115 , Apr 22, 2021 :
    t
    hats the backup oneplus flagship gives, is this the quality of your flagship, its better you guys refund me , I Dont want a heating pan which is 47degree celsius after recording a video to my face
     

    #19
  20. Akshat Sehgal
    Gingerbread Apr 22, 2021

    Akshat Sehgal , via OnePlus Community App , Apr 22, 2021 :
    Agreed
     

    #20