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Open Ears Forums: Key Actions Update

  1. David Y. Community Manager Staff Member Jul 5, 2018

    David Y., Jul 5, 2018 :
    Open-Ears-Forums_Key-Actions-Update.jpg

    Hi friends,

    Looking back at the first half year of 2018, one of the highlights would definitely be when we sat with our users, discussing the expectations and directions for our future products, and working together to improve our current products. Let’s take a look at the key actions we’ve followed up with after all these Open Ears Forums.


    Open Ears Forum: Camera
    Hamburg, Germany

    On March 3rd, we had a camera-focused Open Ears Forum in Germany where we heard a lot of useful feedback and expectations from the camera enthusiasts, which helped us better optimize our devices. Below are what we've done based on the requests:
    • Fix compatibility issues with 3rd party camera apps
      In 2017, the OnePlus 5 and 5T are compatible with most 3rd party camera apps. We'll bring the fix to OnePlus 3/3T in the next official update.
    • The camera keeps HDR settings from the last time you used the app
      The feature was available for OnePlus 5/5T in OxygenOS 5.1.0.
    • Optimize editing experience in Gallery collections
      We're still working on it. Hopefully there'll be a fix in the next few months.
    • Optimize panorama experience
      We're working on it and plan to have it fixed in by the end of the year.
    • Optimizations for "oil painting effect" on OnePlus
      The first optimizations version was released for OnePlus 5/5T [HERE]. The second version will be released soon. After it goes stable, we'll update it in an official release.

    Open Ears Forum: Customer Service
    Stockholm, Sweden

    On March 24th, we also hosted our second customer support Open Ears Forum in Sweden. Over the past two months, our team has been working hard to deliver on the promises we made to you. Here are some updates from our customer support team.
    • Improve the OnePlus remote session process
      We have created a very simple animation walkthrough video to instruct our customers on how the remote session works. The Warranty and security terms for remote sessions will be available soon on our policy page. More video guides are available [HERE].
    • Improve agent response
      Over the past two months, we've spent a significant amount of time improving our agents' response, skill, and knowledge. Please continue to let us know how we can improve.
    • Better estimates for repair costs on the support page
      Our new self-service and repair cost page went live early this month. You can find the prices for spare parts [HERE].
    • Community Page Improvements
      We worked with our community team to improve the search filters based on categories. We also fixed bugs related to the error "search result mismatch". Learn more about the refreshed OnePlus community app [HERE].
    Additionally, we've been working on some of the tasks from category B​
    • Reduce turn-around time for repair
      With the help of our partners, we've reduced our overall turn-around time for repairs by 50% in North America and 30% in Europe.
    • Report for repair
      We are working with our partners on providing a less technical report for our customers. This solution will be ready soon.
    Of course, we are still working on the improvements [HERE] from the London Open Ears Forum in 2017.​
    • Develop an app for diagnostics and troubleshooting:
      We're currently testing the initial version of the diagnostics tool and fixing some bugs internally. It will be available for our customers soon.

    Open Ears Forum: OxygenOS
    San Francisco, US

    The software team had been eager to hold an OxygenOS-focused Open Ears Forum for a long time to hear our users' thoughts. Below actions they’ve taken based on the questions the attendees raised:
    • OnePlus Software Maintenance Schedule
      YES! We bought this exciting news for our community last week [HERE].
    • Official Android 8.1 update for OnePlus 5/5T
      It's [HERE] already! And we have something nice in store for you later this year.
    • Support Ring, Vibrate and Silent mode in Alert Slider
      To keep the Alert Slider simple and clear, we’ve brought Ring, Vibrate and Silent Mode on OnePlus 6 to OnePlus 5/5T. It should be ready in the next few months.
    • Accent color customization support
      This feature is already available OnePlus 5/5T in the latest Open Beta [HERE]. And once it goes stable, it will be merged into our official release for OnePlus 3/3T/5/5T and OnePlus 6.
    • Camera2 API support for 3/3T/5/5T
      The Camera2 API is fully supported in most of our devices (OnePlus 3/3T/5/5T/6) by now. We will also fix compatibility issues in the upcoming release.
    • OnePlus Switch support application data migration
      We've been working on this app to ensure it will meet your requirements and yes, the current OnePlus Switch does support application data migration. [HERE] to learn more.
    • Use specific SIM to call out for different user group
      We plan to add this feature to our Open Beta first in the next few months.

    This weekend we will host our first India Open Ears Forum. With everyone's amazing support, we look forward to bringing more exciting news to our community. Feel free to leave your ideas, questions or feedback in the comment section below, we hear you.

    Cheers!
     

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  2. the_reckoner Ice Cream Sandwich Jul 5, 2018


    #2
  3. idkwhoiam322 Marshmallow Jul 5, 2018

    idkwhoiam322, Jul 5, 2018 :
    Thanks for the update, David.
    It's good to see the discussed issues being worked and improved upon. I'm sure everyone is happy about the recent software update schedule released as well as project treble implemented which something even Samsung gave up on their older devices.
    Glad to see such positive improvements, and I hope to see the same from the India Open Ears. Good luck, have fun to everyone that's attending, hope you guys can make a difference. :)
     

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  4. Tobikage Marshmallow Jul 5, 2018

  5. BobbyVK Lollipop Jul 5, 2018

    BobbyVK, Jul 5, 2018 :
    Awesome David, you guys are doing a great job.

    BTW I don't see updated pricing details for India. To quote an issue, I was told that 3T's back cover costs INR 13k however from the pricing chart you gave, it translates to INR 3k approx

    @BeingIncog
     

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  6. PankajS Ice Cream Sandwich Jul 5, 2018

    PankajS, Jul 5, 2018 :
    Great work OP team, always nice to see companies working on User feedback :)
     
    Last edited: Jul 5, 2018

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    Ryanf78, Hananie, Vladut123 and 5 others like this.
  7. Eslavath_Roshan Honeycomb Jul 5, 2018


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  8. Impulse_CK Honeycomb Jul 5, 2018

    Impulse_CK, Jul 5, 2018 :
    Great work as always. But still there is no fix for camera 2 api problems. Also no mention about it in article. Hope you guys fix it soon.
     

    #8
    Vladut123 and G_plusone like this.
  9. gamerxsoft Gingerbread Jul 5, 2018

    gamerxsoft, Jul 5, 2018 :
    Nice to see action on the promises made!
    Best thing is old devices are still supported with same enthusiasm as the new device.
     

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  10. Martin_VN Honeycomb Jul 5, 2018

  11. Sri Krishna Kanth Eclair Jul 5, 2018

    Sri Krishna Kanth, Jul 5, 2018 :
    You guys are already the best in the smartphone hardware and software .. and now you guys are in the process of becoming THE BEST in terms of supporting software for your devices such as 3,3T,5,5T and now 6.. Keep rocking

    -
    A Long term ONEPLUS USER...
     

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  12. Drasm19 Honeycomb Jul 5, 2018

    Drasm19, Jul 5, 2018 :
    I have to say that I'm truly impressed by this. I never thought that project treble would come to 5/5T and you guys did it!

    #NeverSettle.
     

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  13. TheSpoken Ice Cream Sandwich Jul 5, 2018

    TheSpoken, Jul 5, 2018 :
    Nice to see the accent color wheel that's on the 5/5t beta coming to the 3/3t, we've been asking that for a while now.
     

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  14. Tobikage Marshmallow Jul 5, 2018

    Tobikage, Jul 5, 2018 :
    Did you even try reading ?
     

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  15. Yashshah_36 Honeycomb Jul 5, 2018


    #15
    G_plusone likes this.
  16. B.yashaswi Ice Cream Sandwich Jul 5, 2018

    B.yashaswi, Jul 5, 2018 :
    @David Y. This post made my day and you people posting all these, builds the connection more stronger which indeed resulting to stick with Oneplus

    Btw will that alert slider update comes to 3/3T
     
    Last edited: Jul 5, 2018

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  17. denniskp28 Gingerbread Jul 5, 2018

    denniskp28, Jul 5, 2018 :
    a second Cam Update? thats great
    i think it great that you, Oneplus, anounce your Plans!

    thank you.
    i Hope that Volte Support in Germany and other countrys will also arrive
     

    #17
    Jesús Ramírez and G_plusone like this.
  18. the_o2 KitKat Jul 5, 2018

    the_o2, Jul 5, 2018 :
    Good to know that the camera related issues are addressing now :)
     

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  19. the_o2 KitKat Jul 5, 2018

    the_o2, Jul 5, 2018 :
    Congratulations everyone who are going to attend it :)
     

    #19
    Punk_69, idkwhoiam322 and BeingIncog like this.
  20. Wackencorpse Jelly Bean Jul 5, 2018

    Wackencorpse, Jul 5, 2018 :
    Really a lot of information on a cloudy thursday morning. But it is nice to read that OnePlus is listening to their customers feedback and try to improve everything the best way they can do. I hope and believe this is the right way to improve their service and products. Go on this way...
     
    Last edited: Jul 5, 2018

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