2
Oneplus has worst after sales service

  1. vikramgujral
    Eclair Jul 17, 2016

    vikramgujral , Jul 17, 2016 :
    I purchased a OnePlus 3 on 15 June 2016. Which was delivered to me on 16th June.

    Thereafter I registered it on servify app and got a confirmation email after that on 22nd my phone screen got cracked and I raised a claim on the servify app.

    My phone was picked up by servify on 23rd June but they used third grade courier partner and it reached b2x in 28th after 5days.

    Thereafter I received a call from b2x that screen is out of stock and it will take 15 days to get the stock. . Although during this period I have called the onplus customer care so many times and talked to Mr. Suresh from escalation department said that he would confirm from his back end team and provide a warranty extension and will provide me the job sheet details further he said that he will callback in 24 hrs. After that i called several times on customer care to talk to him but he never came on the phone never did he give a call back and Everytime I called the executive assured me that he will call by the end of the ay but he never called.

    After 23 days I received the phone yesterday the screen has been repaired but your inexperienced staff has left a defect in the device . The volume button on the left side of the device is not working in fact it's stuck not even moving your staff has not repacked the device properly after replacing the screen. Your staff has left a defect in the phone during the repair.

    OnePlus may be the flagship killer but your after sale service is pathetic. All your are concerned with is selling your phone once a customer purchases the phone you are not bothered at all for providing service beacause you have trapped the customer.

    This complimentary insurance is also a frivolous gimic to woo clients , this infact creates confusion servify and onplus keep blaming each other for deficiency in service. Moreover b2x staff had asked me to pay Rs.1000 as charge towards out of warranty service repair, although my phone is in warranty , thereafter Servify sent me an email giving their account details and I made a bank transfer of Rs.1000 just to get my phone at earliest coz I was fed up.

    During this period oneplus or Servify did not issue any document any job sheet even though Mr. Suresh from oneplus escalation had assured. However after constantly requesting the B2X I finally got the job sheet on email.
    After I received the phone I did not receive any invoice or job sheet closing receipt, neither was I provided any receipt towards payment of Rs.1000.

    Now on Servify app when I checked service history in that I see that the invoice amount is just 460.

    Oneplus and Servify are just cheating customers and giving a brainwash by offering free accidental damage, so that people buy their phones , but they have the worst after sales which means more than what you are selling.

    Oneplus may be selling best phones but it has worst infact pathetic after sales service.

    Job No: [removed by moderator]
    IMEI No [removed by moderator]
    Mobile no. [removed by moderator]
     
    Last edited by a moderator: Jul 18, 2016

    #1
  2. shamil
    Donut Jul 18, 2016

    shamil , Jul 18, 2016 :
    Take it up with Servify, not OnePlus. On another note, thanks for you mobile number.
     

    #2
    dejan16v and Shuzaan like this.
  3. sfomin
    Nougat Jul 18, 2016

    sfomin , Jul 18, 2016 :
    you gonna call him after 12 for a chat? [​IMG]
     

    #3
    Shuzaan, shamil and Lancelot_69 like this.
  4. superplus
    Head Moderator Head Moderator Jul 18, 2016


    #4
    Shuzaan likes this.
  5. vikramgujral
    Eclair Jul 19, 2016

    vikramgujral , Jul 19, 2016 :
    Both are equally at fault, Servify is responsible in delay of service and oneplus b2x for deficiency
     

    #5
  6. shamil
    Donut Jul 19, 2016

    shamil , Jul 19, 2016 :
    B2X isn't OnePlus.
     

    #6
    Shuzaan likes this.
  7. shamil
    Donut Jul 19, 2016

    shamil , Jul 19, 2016 :
    A candid conversation :p
     

    #7
    sfomin likes this.
  8. vikramgujral
    Eclair Jul 19, 2016

    vikramgujral , Jul 19, 2016 :
    Well let me say I sell 1000 machines and I tell you to provide service for them, will I not ensure that you are qualified enough to service the machines I have sold to my customers, will I not have some supervision upon you, and if I do not then those 1000 customers who purchased those 1000 machines will not buy any machine from me in future because there is no proper service for the machines I make.

    I hope this answers your query this is the case with oneplus and b2x
     

    #8
  9. vikramgujral
    Eclair Jul 19, 2016

    vikramgujral , Jul 19, 2016 :
    M
    Moreover by this thread I am trying to show the conduct of all the parties involved in the after sales system and I have written specifically what went wrong on part of each one of them
     

    #9
  10. jerrymilton
    Jelly Bean Jul 19, 2016

    jerrymilton , Jul 19, 2016 :
    You should just rename your thread "Don't buy Spevify insurance" and be done with it. And buy a phone case while your at it.
     

    #10
    dejan16v likes this.
  11. stephenboyo
    KitKat Jul 19, 2016

    stephenboyo , Jul 19, 2016 :
    This is old news...but welcome to the club
     

    #11
  12. Tobikage
    Nougat Jul 19, 2016

    Tobikage , Jul 19, 2016 :
    You do know the fact that B2X is an AUTHORIZED OnePlus service provider right ?
     

    #12
    Linanc7 likes this.
  13. michaell2345
    Eclair Jul 19, 2016

    michaell2345 , Jul 19, 2016 :

    It is not a humorous thing to buy an excellent phone only to find that if something goes wrong with the phone, the after sales customer service is horrible.

    Farming out problems with the phone to a third party insurance company is "passing the buck" so to speak. OnePlus should take responsibility to repair the phones they sell. Passing the problems to an insurance company is tantamount to OnePlus saying, "I sold you the phone, now - go away" to someone else to fix your problem.

    OnePlus has a reputation of making a superb phone at about one-half the price of similar quality phones (Samsung e.g.). If the superb phone functions without any trouble, customers are happy and they saved money.

    It is only when there is a problem with the phone does the customer learn that after-sale service at OnePlus is abominable.

    While it is true the company is fairly new (three years) and is trying to improve, if the terrible after service continues, eventually, sales will be negatively affected. The terrible after sale service is not a secret.

    I am lucky, my OnePlus3 has had zero issues except a minor problem with the SIM number recognition (the problem still remains). I love the phone even though it has the minor SIM issue. I can live with the minor error. Maybe there will be an update sometime in the future to fix the problem.

    I called support several times to find out how to resolve the SIM issue only to reach representatives who knew almost nothing about the workings of the phone. One agent spoke to me as though he understood the problem. He put me on hold for ten minutes to "consult" with someone who can tell him how to resolve the problem. The agent returned and began talking nonsense concerning how to resolve the SIM issue. I knew he did not know what he was talking about with resolving the minor SIM problem.

    Just in case any reader sees this post, I am including a link to an article that discusses the minor SIM issue that remains with OnePlus phones. Maybe some reader will know how to resolve the issue.
    -
    https://community.ee.co.uk/t5/Android-Forum/Sim-card-number-different-to-actual-number/td-p/72734

    Bottom line - OnePlus3 = Great phone - but - inadequately trained after sale service employees.
     
    Last edited: Jul 19, 2016

    #13
  14. vikramgujral
    Eclair Jul 19, 2016

    vikramgujral , Jul 19, 2016 :
    Yes exactly B2X is also authorised service centre , the one where my service centre is a "premium service centre" as mentioned on the Jobsheet
     

    #14
  15. Tobikage
    Nougat Jul 19, 2016

    Tobikage , Jul 19, 2016 :
    I've had a surprisingly good experience at the Regeneresis service center in my city.....got a battery replaced on the OPO.
     

    #15
  16. shamil
    Donut Jul 19, 2016

    shamil , Jul 19, 2016 :
    There is a due diligence contract between OnePlus and B2X. Their SLA and other service agreements are between them. Your beef is with B2X and unjustly OP. OP don't own and control B2X as far as I am aware. It may be that in 1000 cases, there are a handful of issues which aren't remedied in a significantly positive manner but don't fall afoul of the SLA..

    That is fine. However, you cannot fault OP for B2X's independent actions.

    Yes. That just means that they are authorised by OnePlus to carry out repairs without voiding the warranty.

    See above.
     

    #16
  17. Jitesh Saitawadekar
    KitKat Jul 19, 2016

    Jitesh Saitawadekar , Jul 19, 2016 :
    Than you have never been in MI service center :p if you visit their service center you would definitely kill one of their service center guy or girl who attends you :p:D
     

    #17
  18. Tobikage
    Nougat Jul 19, 2016

    Tobikage , Jul 19, 2016 :
    It is in turn the responsibility of OnePlus to make sure the customer gets service for THEIR products if they are passing off their after sales services to a 3rd party.

    If B2X had a forum , I'm sure OP would go and complain there. :rolleyes:
     

    #18
  19. Oisinc
    Cupcake Jul 20, 2016


    #19
  20. bastian181074
    Cupcake Jul 20, 2016

    bastian181074 , Jul 20, 2016 :
    Live Chat - NO ITEM RECEIVED

    Avatar
    Dolores Today at 16:37
    Hello S ,

    Good day

    I am going to escalate your ticket to a logistics specialist who will be able to better assist you with this matter.

    Please let me know if you have any questions.

    Best,

    Dolores

    Avatar
    S. Today at 16:47
    I did ask you what act or any terms and condition says I have to contact courier YOU have chosen once there is a problem with delivery??? Never heard about such of practice by any online shop any country...


    Avatar
    Coco Today at 18:19
    Hi S.,

    Good day!

    I'm writing to you with regards to your order #xxxxxx. This is Coco from Logistics team. I'll be the one to handle your support ticket.

    We are looking into this issue with the courier now. To expedite the process, please file a complaint (as the recipient of this shipment) to PL Post and request a complaint number.

    Contact Information :
    Helpline: 801 333 444 (landline phones, local call charge)
    (+48) 43 842 06 00 (mobile phones and abroad, operator charge)
    Helpline is available from Monday to Friday between 8:00 a.m. to 8:00 p.m..

    E-mail:
    uslugi.pocztowe@poczta-polska.pl
    uslugi.finansowe@poczta-polska.pl

    This will expedite the investigation and the following solution process (if it's confirmed) significantly. Please keep us updated when you eventually get the complaint number. Thank you for your understanding and cooperation.

    If in case you have further questions or inquiries, please don't hesitate to contact us back.

    Best Regards,
    Coco


    Avatar
    S. Today at 19:26
    I don't understand what are you talking about... I've already told to few of you...I'm buyer who paid for item + delivery...It is not my bussiness who did you hire for delivery service...You're obligated to deliver my item...If you unable to do that ,then sort out the problem instead of trying to make me do your job!!! Contact the courier company by your self as YOU hired them NOT ME!!! Anyway no point to send any email to polish company as its very unlikely they speak english...
    ONCE AGAIN...I didn't get what I've paid for...No item...While checking out there was no information about the buyer is obligate to contact and chase courier company choosed by OnePlus...Let me know where is my item and when it's going to be delivered...that's all

    Avatar
    S.Today at 19:29
    I'm UK citizen so what's the point to hire courier from Poland??? Those polish contact details and tracking informations are useless for anyone outside of Poland...DID NOT RECEIVE THE PARCEL

    Avatar
    Dolores Today at 16:37
    Hello S.,

    Good day

    I am going to escalate your ticket to a logistics specialist who will be able to better assist you with this matter.

    Please let me know if you have any questions.

    Best,

    Dolores

    Avatar
    S. Today at 16:47
    I did ask you what act or any terms and condition says I have to contact courier YOU have chosen once there is a problem with delivery??? Never heard about such of practice by any online shop any country...

    Avatar
    S. Today at 16:48
    I did ask you what act or any terms and condition says I have to contact courier YOU have chosen once there is a problem with delivery??? Never heard about such of practice by any online shop any country...

    Avatar
    Coco Today at 18:19
    Hi S.,

    Good day!

    I'm writing to you with regards to your order #701010607. This is Coco from Logistics team. I'll be the one to handle your support ticket.

    We are looking into this issue with the courier now. To expedite the process, please file a complaint (as the recipient of this shipment) to PL Post and request a complaint number.

    Contact Information :
    Helpline: 801 333 444 (landline phones, local call charge)
    (+48) 43 842 06 00 (mobile phones and abroad, operator charge)
    Helpline is available from Monday to Friday between 8:00 a.m. to 8:00 p.m..

    E-mail:
    uslugi.pocztowe@poczta-polska.pl
    uslugi.finansowe@poczta-polska.pl

    This will expedite the investigation and the following solution process (if it's confirmed) significantly. Please keep us updated when you eventually get the complaint number. Thank you for your understanding and cooperation.

    If in case you have further questions or inquiries, please don't hesitate to contact us back.

    Best Regards,
    Coco

    Avatar
    S. Today at 19:26
    I don't understand what are you talking about... I've already told to few of you...I'm buyer who paid for item + delivery...It is not my bussiness who did you hire for delivery service...You're obligated to deliver my item...If you unable to do that then sort out the problem instead of trying to make me do your job!!! Contact the courier company by your self as YOU hire them NOT ME!!! Anyway no point to send any email to polish company as its very unlikely they speak english...
    ONCE AGAIN...I didn't get what I've paid for...No item...While checking out there was no information about the buyer is obligate to contact and chase courier company choosed by OnePlus...Let me know where is my item and when it's going to be delivered...that's all

    Avatar
    S. Today at 19:29
    I'm UK citizen so what's the point to hire courier from Poland??? Those polish contact details and tracking informations are useless for anyone outside of Poland...
     

    #20