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Open Ears Forum - commitments updates

  1. DerekWJ Administrator Staff Member Dec 30, 2017

    DerekWJ, Dec 30, 2017 :
    Friends,

    We are excited to share our progress with you all on our Key pledges that we promised to our customers in our Open Ears Forum at the end of September 2017.

    As you all know this was our first event where we worked together with our community and customers to identify some of the top issues our users are facing. We received a lot of feedback and suggestions and here are the updates so far:

    1. Add 2 more repair centers in Europe

    We've partnered with 2 new repair centers in UK and Nordics to provide you speedy repair services. Our first new partner to support the UK has been up and running for the last 3 weeks. Our second repair partner will kick-start its repair service from mid-Jan 2018. Initially it will cover repair services for Finland and in future, we'll expand the services to Sweden, Denmark and Norway.

    The steps we have taken have already started to yield results, with average turnaround times reduced from 7 days to 5 days. We are excited to continue making these faster!

    2. Add full FAQ and ensure all policies are up to date

    To start off, we've updated our FAQ page and policies. But we are not stopping there, we've planned to change the layout of our FAQ, policies and main support page to provide better customer experience through intuitive design and navigation options.

    Since the layout planning and design will take some extra work, we'll keep you posted on the estimated time.

    3. Develop a backup application

    Good news! By end of December 2017 we'll have a Beta version of our first OnePlus backup app. And as always, to spot and squash those bugs that pop-up, we'll also have a closed beta tester group. Based on our beta tester group's feedback, a stable version will be released around mid-Jan 2018.

    4. Half-Yearly customer convention

    This year we've reached two important miles stones, our first Open Ears Forum event in London and our first ever Customer support focused AMA. Our Team is working on the feedback and suggestions provided by you, our community, to improve things and provide better support.

    As promised, our next Open Ears Forum event will be held in March 2018. We want you to help us decide where we should go next, so keep an eye out in the coming weeks!

    With that, I'll wrap up this post. As always, let us know what your thoughts and suggestions in this thread.

    Happy Holidays!

    Never Settle,

    Derek
    Customer Service Team
     

    #1
  2. luxuskamel KitKat Dec 30, 2017


    #2
  3. smartbuddy Ice Cream Sandwich Dec 30, 2017

    smartbuddy, Dec 30, 2017 :
    Thanks for the updates, Sounds promising, keep going.

    Wonderful title : "Open ears commitments...":)
     

    #3
    DerekWJ likes this.
  4. youbi Portuguese POC Assistant Head Moderator Dec 30, 2017

    youbi, Dec 30, 2017 :
    Glad that you are still pushing to make it better. :)
    Those times look really great. Because we all know how anxious everyone gets while is waiting for his baby to get fixed. :D I do hope that those great times are also followed by some good ways of constantly know the status of the repair process. Because the truth is that sometimes what worries more the user, is not knowing in what point the repair process is.
     

    #4
    dsmonteiro and luxuskamel like this.
  5. Cheetosdust KitKat Dec 30, 2017

    Cheetosdust, Dec 30, 2017 :
    Hello @DerekWJ

    Thanks for the update, good news in those departments.

    Curious to see where the new Open Forum will be and most of all to try the Backup app.

    Here’s my suggestion: like I said here, why not try an Open Ears Forum here in the Forum. For one or two hours, why not hang with us here? Check some questions and suggestions and really check the pulse of the community?

    Keep it up and a Happy New Year to everyone.
     

    #5
    szskdgi, GongYin and luxuskamel like this.
  6. dsmonteiro The Lab - OnePlus 5T Reviewer Community Expert Dec 30, 2017

    dsmonteiro, Dec 30, 2017 :
    Would love to see the next Open Ears focusing on software.

    Seems to be a key point where you could get some valuable input!
     

    #6
  7. dsmonteiro The Lab - OnePlus 5T Reviewer Community Expert Dec 30, 2017

    dsmonteiro, Dec 30, 2017 :
    Has been done here and on Reddit and I honestly believe it's far less productive than what they did in London.
     

    #7
    luxuskamel likes this.
  8. SurajLoharia Jelly Bean Dec 30, 2017


    #8
    DerekWJ likes this.
  9. rva Froyo Dec 30, 2017

    rva, Dec 30, 2017 :
    Really looking forward to the implementation of the backup app. I might even be interested in being a beta tester if possible.
     

    #9
    macemoneta likes this.
  10. Cheetosdust KitKat Dec 30, 2017

    Cheetosdust, Dec 30, 2017 :
    **Looks at calendar** So... today or tomorrow then? :p
     

    #10
    rva and macemoneta like this.
  11. tbalnt Ice Cream Sandwich Dec 30, 2017


    #11
    KöviOne likes this.
  12. pwseo Ice Cream Sandwich Dec 30, 2017

    pwseo, Dec 30, 2017 :
    Not until the current Deaf Ears program ends. It's been focused on software ever since OnePlus began. You might remember the most successful Deaf Ears'-supported devices: the mythical OnePlus X and the ever so fast and feature-full OnePlus 2.

    Now that was a great partnership with the community. You bastards.
     

    #12
  13. rva Froyo Dec 30, 2017


    #13
  14. Cheetosdust KitKat Dec 30, 2017


    #14
    rva likes this.
  15. MentalDraco KitKat Dec 31, 2017


    #15
  16. pa5t1s Marshmallow Dec 31, 2017

    pa5t1s, Dec 31, 2017 :
    Already available on apkmirror ;)
     

    #16
    Cheetosdust likes this.
  17. Cheetosdust KitKat Dec 31, 2017

    Cheetosdust, Dec 31, 2017 :
    The OnePlus Switch? That one is also available on the Store.
     

    #17
    rva and pa5t1s like this.
  18. pa5t1s Marshmallow Dec 31, 2017


    #18
    DerekWJ and rva like this.
  19. pa5t1s Marshmallow Dec 31, 2017

    pa5t1s, Dec 31, 2017 :
    Yep, saw it right now, while reading the thread.
     

    #19
  20. eye842 KitKat Jan 1, 2018

    eye842, Jan 1, 2018 :
    Did you just let the cat out of the sack or did I miss a "One Plus is coming to Norway" post?
     

    #20
    rva likes this.