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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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