View attachment 1270978
Hello everyone!
As Pete mentioned in his
recent post, "
nothing is more important to us than the health and wellbeing of our employees, customers, community members, partners, and the entire OnePlus family." OnePlus remains committed to serve and provide continuity of after-sales services during these uncertain times.
While the coronavirus situation continues to evolve, we wanted to take a moment to let you know that the OnePlus Support team is taking immediate initiatives to ensure safe and smooth customer service as best as we can for our users in all supported regions at this time. Preventive measures have been implemented at all locations, including enhanced cleaning procedures, strict hygiene, sanitation requirements, and requiring work from home in accordance with guidance from local government and public health authorities across the globe.
Our hope is that we can continue to provide uninterrupted after-sales service to the best of our ability. To achieve this, we've set up a special team that will continue to assess this situation as it evolves, adjusting existing policies and operations temporarily to best maintain continuity and support.
To meet some of the most urgent needs of our customers, we've come up with the following plans for all regions, effective immediately:
- Extending everyone's warranty to May 31 if yours expires between March 1 and May 30.
- Extending our return and replacement period from 15 to 30 days.
- Providing free two-way shipping for all returns, replacements, and repairs.
Additionally, we are also working on a back-up device program that will allow you to stay connected with your loved ones if your phone is out for repair. Initially, the back-up device program will be in the pilot stage available for Europe and North America with limited stock, however, we will do our best to support you.
We are aiming to make the process simple and fast so that users who don't have a spare phone at hand during repair can easily apply for a back-up unit through OnePlus support channels.
We've also added an FAQ page to answer some of the common questions regarding warranty adjustments and our service continuity plan based on regions. You can find more here:
India Europe North America
It is truly heartwarming to see everyone coming together to help each other. We are all in this together and we are thankful for each of our team members, the entire OnePlus community and all of our partners for their support and contribution to help implement these changes within such a short time.
We encourage all our customers to follow public instructions to stay safe and healthy, and know that we are with you in these challenging times.
If you have any further questions or concerns, please reach out to
OnePlus Support for help and follow
@OnePlus_Support on Twitter for more updates on our action plans.
Stay Strong!
OnePlus Support Team
Never Settle.
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