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Hey everyone!
We understand that support plays a significant role in the after-sale experience. This is why, in the last three quarters, OnePlus' support team has been working on some significant improvements, shaped by your valuable feedback. And now, we want to take a moment to share some of the key milestones with our community.
First Exclusive Service Center in Nordic
With the intention of providing a faster and better support to the Nordic and Baltic countries, OnePlus Helsinki Exclusive Service Center (ESC) started its operations in June this year covering these regions. Users can also drop by our Helsinki ESC for walk-in service requests, to experience:
1. Fast repair service
2. Hands-on experience with the latest OnePlus devices
3. Ask questions and enjoy a cup of hot coffee.
You can
learn more about our Helsinki ESC in our Finnish section.
Faster Service
Our Netherlands post-in repair service center turnaround time has decreased by 6%, providing faster service for our customers in Benelux, France, Germany, Spain, and Portugal regions. This means that you'll have to wait less to have your phone repaired, providing you a smoother experience.
In the future, we will further expand our local repair centers and offer swap unit services starting with the Netherlands and later to the UK and other EU regions.
OnePlus Care Exclusive Benefits - OCT 2019
Along with our latest flagship, the OnePlus 7T, we announced OnePlus Care Exclusive Benefits in India. We received an amazing response from our users in India including requests providing these benefits in other regions. All we can say now - Stay tuned for more updates for other regions.
OnePlus Care Benefits offers:
1. Free 1-Year Extended Warranty
2. 50% off on battery replacement
3. Upgrade Plan
WhatsApp Support (India) - OCT 2019
WhatsApp support allows you to get in touch with one of our support chat agents almost instantly from your phone. WhatsApp service is available in India from 9 am to 9 pm IST (Mon-Sun).
We are also working on bringing WhatsApp support to EU regions, to provide you with another alternative channel to contact support.
China Offline Support Expansion
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We are further expanding the OnePlus exclusive repair center (ESC) footprint in China. In the third quarter of this year, four new ESC started operations in Hefei, Changsha, Xiamen, and Shijiazhuang.
North America - Self Service App
Our team is working hard to bring the OnePlus Care application to the North American region, to allow users to easily submit service requests and track the repair status. This application is expected to launch at the end of November. We will keep you posted and let you know when it is available for our users in North America.
OnePlus and Community Moderators Meet
On 4 July 2019, members of the OnePlus support team met community moderators in Shenzhen HQ for an open discussion. OnePlus support milestones were shared, plans were discussed in lengthy brainstorm sessions, which led us to kick off some challenging but valuable projects like the OnePlus Care App, OnePlus Care Benefits program and WhatsApp support.
OnePlus Support on Social Media - A new Chapter
Back in 2016, we started social media support to mainly assist OnePlus users with their queries. Starting from this year, we are bringing more updates from OnePlus Support including helpful tips, video guides, new changes, milestones and OnePlus Support inside stories. Feel free to let us know if you want to see more helpful content via our
Twitter support channel.
OnePlus Star
We come across some inspiring after-sales stories that push us even further to go beyond and make a difference. We believe these stories are worth sharing with everyone and so we brought our first OnePlus Star, Dilshad, to the spotlight.
Watch Dilshad's story:
Have you ever been helped by a real OnePlus support Star? Tell us about them and, if your story is selected, you and the OnePlus Star who helped you will be featured in a short video. Share your stories with us by sending an email to
customerstories@oneplus.com.
Once again, we would like to thank our community and users for your support. Do let us know if you find these improvements helpful and what we can do to help you better.
Your feedback will help shape the future of our Customer Service.
Never Settle.
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