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Service Requests

  1. R1573906109225
    Cupcake Dec 17, 2021

    R1573906109225 , Dec 17, 2021 :
    I put in a service request on Monday. I got a confirmation email the same day saying they would be sending a shipping label. I'm expecting by email.? How long does it normally take for them to get the ball rolling? My phone is now dead and I would love to get my phone back ASAP. It's a great phone and I've been very happy with it. I think it's a hardware issue.

    Thanks
     

    #1
  2. pablofg1978
    Head Moderator Head Moderator Dec 17, 2021

    pablofg1978 , Dec 17, 2021 :
    Check your spam folder, if you cant find it, contact support again
     

    #2
    HarshKK14 and Tobikage like this.
  3. R1573906109225
    Cupcake Jan 14, 2022

    R1573906109225 , Jan 14, 2022 :
    I have an update with my debacle. I have had multiple online chats and emails with customer service and I have to say this experience has been absolutely horrible. They have had my phone since mid Dec. 2021 and everytime I contact them I feel like they just give a canned response. Multiple times they didn't even address or acknowledge my concerns/issues I'm having with the repair status. Then I got an email stating they were going to escalate my claim to see why my phone has been just sitting in Texas for a month. Today I get an email with the RMA and a shipping label and the directions on how to ship my phone!!! I bought my phone because I love the flagship killer mentality but my belief/love blah blah blah for ONEPLUS has died. The language barrier is devastating.
    I didn't mention that my phone was only 10mo. old. Oneplus told me it was still under warranty. Today I got an email from Oneplus asking if I got an email from their repair facility, requesting payment. Is this how they operate? So dissatisfied with customer service.
     

    #3
  4. puccellino
    Lollipop Jan 15, 2022

    puccellino , Jan 15, 2022 :
    Only certain things are under warranty. It depends what the fault was with your phone..... i.e. what they say it is.

    OnePlus customer service is not great, the best that can be done here is to escalate the issue through a moderator. No guarantee you wil get the outcome you want though.
     

    #4
  5. R1573906109225
    Cupcake Jan 15, 2022

    R1573906109225 , Jan 15, 2022 :
    My phone was a prob. a 9.5 out of 10 cosmetically. It was never dropped in water, dropped or mishandled in any way. Ethan from customer support said he would check with the service center about warranty. Wouldn't OnePlus know this?
    How can I escalate this with a moderator? They've literally had my phone for a month now.
    So disappointed with this whole ordeal, I just bought a 9 Pro from Best Buy and it's sitting in the box due to this mess. Prob. just going to return it and jump off the OnePlus bus. Owning a "flagship killer" means nothing if CS sinks my flagship. Sorry for ranting, very frustrated.
     

    #5
  6. puccellino
    Lollipop Jan 16, 2022

    puccellino , Jan 16, 2022 :
    You are allowed a small rant under your circumstances. @keithnyc .....is there anything you can do to help this guy get his phone back, and a definitive answer on what's wrong with it?
     

    #6
    keithnyc likes this.
  7. keithnyc
    Moderator Moderator Jan 16, 2022

    keithnyc , Jan 16, 2022 :
    I will reach out...thanks for the tag, mate
     

    #7
    puccellino likes this.
  8. R1573906109225
    Cupcake Jan 16, 2022

    R1573906109225 , Jan 16, 2022 :
    Lol. Agreed. It has been difficult at times because of some language barriers I think. Thank you so much.
    These are some pics of what's going on. Typically after this screen the phone would just shut down. Sometimes not power up then shut down immediately. It would do this on its own with touching it too.

    Cheers
     

    Attached Files:


    #8