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Struggles with OnePlus Customer Support - A user's tale

  1. B_Wrath
    Nougat Jul 29, 2020

    B_Wrath , Jul 29, 2020 :
    I think there is a misunderstanding. I don't want his mail ID to put up. I want you to tag him with his forum ID if he has one.
     

    #61
  2. Amanda W.
    Head of Global Community Staff Member Jul 29, 2020

    Amanda W. , Jul 29, 2020 :
    We are terribly sorry that we made so trouble for you. I have talked with the CS team this morning and they're working on this case. I'm sure and promise that this problem will be solved sooner.

    btw, It might be better if we set up a new category for discussing CS support, not only for users easier to report their problem, but also to make the CS team more convenient for collecting all the cases.o_O
     

    #62
  3. SRD.
    Lollipop Jul 29, 2020

    SRD. , via OnePlus 7T , Jul 29, 2020 :
    Yes, thanks [e]1f60a[/e]. This should be the way forward imo.
     

    #63
  4. razzor228
    Accessory Tester, OnePlus TV Product Ninja 2021 Jul 29, 2020

    razzor228 , Jul 29, 2020 :
    I don't think he has a forum ID.
     

    #64
    Starcommander, Batman360 and Dresa91 like this.
  5. Dresa91
    User of the Year 2016; Most Active User 2020 Jul 29, 2020

    Dresa91 , Jul 29, 2020 :
    great idea!:)
     

    #65
  6. B_Wrath
    Nougat Jul 29, 2020

    B_Wrath , Jul 29, 2020 :
    Thanks Amanda! That's nice of you.

    But the bigger picture is, I want the customer support team to be of more help to the community as a whole. I don't want them to just respond because it got escalated by staff here.
    I know my way around the forum and I know people whom I can contact for escalation. But most of the general public don't. This isn't the way to go about it.
    It might be really helpful if we have a new category. And it might be helpful to maybe have a thread where the current staff team members can be put up for easy reference. Just their forum tags.
     

    #66
  7. Tobikage
    Nougat Jul 29, 2020

    Tobikage , Jul 29, 2020 :
    OT:
    How about allowing users to filter out and only view categories / sections that they want to see on the forum home page.....while you're taking suggestions.
     

    #67
  8. Amanda W.
    Head of Global Community Staff Member Jul 29, 2020

    Amanda W. , Jul 29, 2020 :
    Sure, The CS team should more focus on our forum, especially most of the new users are coming here to ask for help.
    However, The trouble we are now facing is it's hard or inefficient for the CS team to notice and respond timely while the threads that about asking for help were posted in every category.
     

    #68
  9. B_Wrath
    Nougat Jul 29, 2020

    B_Wrath , Jul 29, 2020 :
    Yup. That's why I said a separate category.

    Maybe have an intern to move the CS threads to the category when a thread is created in other categories? I am assuming someone monitor the forums.
    Or we can ask the mods to move it when we tag them in the threads.
    That's just me thinking out loud.
     

    #69
  10. Monica Z.
    Global Contact Center Head Staff Member Jul 29, 2020

    Monica Z. , Jul 29, 2020 :
    This is very good idea and we had a good practice in China.
    Sorry for what happened to you. It sounds excuse to explain that the high volume caused your trouble. Rest assured I've discussed with Amanda today about all our forum users' situation with CS. We both thought that we should create a different session for hearing you out. Once this session is created, I'm going to watch it out myself as I do think this is a way around that I can see how my team is doing to support users. And with all the feedbacks I can implement more good practice to improve our performance.
     

    #70
  11. Dresa91
    User of the Year 2016; Most Active User 2020 Jul 29, 2020

    Dresa91 , Jul 29, 2020 :
    great to know that users getting heard:)
     

    #71
  12. B_Wrath
    Nougat Jul 29, 2020

    B_Wrath , Jul 29, 2020 :
    Hey Monica! Thanks for your views.
    I was going to tag you in this thread:D

    And thanks for identifying one solution in the forums.

    On the other hand, forum isn't the place actual CS should happen. I want to know your views on ramping up the CS team and improving the efficiency and accuracy in the CS team.
    I know that CS is outsourced to a third party. Are they audited properly? How is their efficiency mapped?

    I know I sound like an insane person asking for stats and figures, discussing technicalities, but it out of the love I have (or at least trying to hold on to) for the company.

    I have tried to bring many on the OnePlus bandwagon, and most don't jkoj because of the CS. It is quite a well known fact that OnePlus CS is virtually non existent.

    I really hope this changes. OnePlus isn't a small company anymore. It actually pains to see people pay $1000 up front and wait for 3 weeks to get even a response from CS.
     

    #72
  13. Dresa91
    User of the Year 2016; Most Active User 2020 Jul 29, 2020

    Dresa91 , Jul 29, 2020 :
    TRUE!!!
     

    #73
    Amanda W., buntycubal, SJBoss and 5 others like this.
  14. ASCHENTE_V
    KitKat Jul 29, 2020

    ASCHENTE_V , Jul 29, 2020 :
    Happy Ending? - Hell NO 🤭🍿[e]1f525[/e] Waiting for new threads with same content...
     

    #74
    buntycubal, Starcommander and Dresa91 like this.
  15. Dresa91
    User of the Year 2016; Most Active User 2020 Jul 29, 2020

    Dresa91 , Jul 29, 2020 :
    this is another point :p
    getting heard and realization are something else/different :p
     

    #75
  16. ASCHENTE_V
    KitKat Jul 29, 2020

    ASCHENTE_V , Jul 29, 2020 :
    I got it 😆 I meant I've been seeing such responses from officials for years, especially when at least minimal hype is created. Then all I see are SAME threads like this and new promises, new AMAS, new or maybe old 🤔 "measures"...

    Wheel is spinning, time for a new turnover... Nothing more meant than what I said. Cheers [e]270c[/e]️
     

    #76
    buntycubal, Starcommander and Dresa91 like this.
  17. Dresa91
    User of the Year 2016; Most Active User 2020 Jul 29, 2020

    Dresa91 , Jul 29, 2020 :
    yeah...same old promises....
     

    #77
    buntycubal and Starcommander like this.
  18. Tobikage
    Nougat Jul 29, 2020


    #78
  19. Tobikage
    Nougat Jul 29, 2020

    Tobikage , Jul 29, 2020 :
    I remember some people suggested the same thing back in 2015-2016 when OP were setting up support and nobody at OP picked this up even though people were ready to volunteer said help / support section. :rolleyes:
     

    #79
  20. Dresa91
    User of the Year 2016; Most Active User 2020 Jul 29, 2020

    Dresa91 , Jul 29, 2020 :
    :rolleyes:
     

    #80