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Trade in not honored or phone returned

  1. jonald11
    Donut Jan 10, 2022

    jonald11 , Jan 10, 2022 :
    Hello, just seeing if anyone has suggestions and sending a warning to anyone thinking of using the OnePlus trade in feature. It seems to be a scam.

    On Dec. 1 I bought a OnePlus 8 for my wife and traded my almost brand new Google Pixel 5a (she hated the Pixel, and missed her broken 7t). I followed all of the procedures, bought the phone, confirmed OnePlus offer of $330, and did the trade.

    OnePlus received and accepted the phone on Dec. 13, but never refunded the $330 to my account as promised in writing (I have all paperwork and correspondence). Now they are saying they won't return my Pixel 5a either, because the $330 was worth more than the $300 I paid for the OnePlus 8.

    So they are keeping my own property, which they acknowledge is worth more than the one I bought, but not compensating me it. They stole my Pixel 5a. This is my sixth OnePlus, and I'm a very good customer.

    But I got an email from a Kyle Green saying if I want the refund I have to buy ANOTHER OnePlus

    Anyone with similar experiences or suggestions?

    Thanks
     

    #1
  2. camohan
    Assistant Head Moderator Assistant Head Moderator Jan 10, 2022

    camohan , Jan 10, 2022 :
    Hi there, if you have not opted for the trade in what would have been the price of the OnePlus 8 one would have to pay on December 1?
     

    #2
    Tokolozi likes this.
  3. Bobbie63
    Nougat Jan 10, 2022

    Bobbie63 , Jan 10, 2022 :
    This is……..I don’t know, it’s almost I’m missing something here.😳😳

    If things are the way they are, this is theft, don’t really have any other words. Maybe they forgot to check what was payed for the OP8 and what they offered for your Pixel, that’s fine, mistakes happen but to keep the phone and not give a refund????

    @dsmonteiro , I’m back, would you care to look into this please?:)
     

    #3
    dsmonteiro likes this.
  4. Bobbie63
    Nougat Jan 10, 2022

    Bobbie63 , Jan 10, 2022 :
    Does that really matter? From what he wrote it was $300 (currently $249).

    the trade-in procedure states

    7721090F-5C16-43BB-9C8E-8113BC6C821B.png
     

    #4
  5. camohan
    Assistant Head Moderator Assistant Head Moderator Jan 10, 2022

    camohan , Jan 10, 2022 :
    You are probably right. I thought the $300 user paid was the net amount after deduction of $330, cz OnePlus 8 use to retail at $699 before.

    I also did not get the point of why someone has to pay first when it's a trade off as in old school barter exchange. If OnePlus priced the Google pixel at $330, the user should be able to get the phone free of cost once the trade off is recieved by OnePlus.
     

    #5
    Caomhin and Bobbie63 like this.
  6. dsmonteiro
    OnePlus Community Team Staff Member Jan 10, 2022

    dsmonteiro , Jan 10, 2022 :
    Thanks for the tag, as usual, @Bobbie63 !
    Hey jonald11, I will send you a DM to request some additional details so that we can escalate this issue with CS.
     

    #6
  7. Bobbie63
    Nougat Jan 10, 2022

    Bobbie63 , Jan 10, 2022 :
    I know but they trade in procedure is different I guess part is because of the fact of the return policy and the fact they work with a third party for trade ins
     

    #7
    Caomhin likes this.
  8. camohan
    Assistant Head Moderator Assistant Head Moderator Jan 10, 2022

    camohan , Jan 10, 2022 :
    Yup seems like a case of refund / reimbursement later on. In which case the user should get the refund, makes no sense to hold on to the $330.
     

    #8
    Bobbie63 likes this.
  9. Bobbie63
    Nougat Jan 10, 2022

    Bobbie63 , Jan 10, 2022 :
    Nope…..well it does when you take “OnePlus’s point of view”. It should be possible to trade in something of a higher value than what you buy, guess there’s where things go wrong….

    However, don’t correct your own mistakes over the back of others.
     

    #9
  10. jonald11
    Donut Jan 10, 2022

    jonald11 , Jan 10, 2022 :
    The price of the OnePlus 8 was $299, which was a great deal. And if they had told me they wouldn't offer $330 the Pixel, I still would have bought the phone.

    But they didn't do that. They charged me to buy the OnePlus, didn't credit me for the $330 they promised AND kept my Pixel, finally sending me an email yesterday saying I would have to buy ANOTHER OnePlus if I wanted credit for the Pixel. I hope they can straighten it out because I love OnePlus phones and have been a customer for many years and phones.
     

    #10
    Bobbie63 and camohan like this.
  11. jonald11
    Donut Jan 10, 2022

    jonald11 , Jan 10, 2022 :
    Thank you very much. I appreciate your help.
     

    #11
    dsmonteiro likes this.
  12. jonald11
    Donut Jan 11, 2022

    jonald11 , Jan 11, 2022 :
    UPDATE UPDATE:

    I just want everyone to know that OnePlus has responded and they will make good on the trade as promised. And I want to make clear that all of the staff was very responsible and polite. The real problem is the actual computer process of the trade in. If it didn't meet the requirements for trade in, it should have just rejected my offer as being worth more than the phone I was purchasing.

    But OnePlus has corrected that and I should see the credit on my card within a few days, from what I understand.
     

    #12
    Bobbie63 likes this.
  13. jonald11
    Donut Jan 14, 2022

    jonald11 , Jan 14, 2022 :
    UPDATE UPDATE:

    I just want everyone to know that OnePlus has responded and they will make good on the trade as promised. And I want to make clear that all of the staff was very responsible and polite. The real problem is the actual computer process of the trade in. If it didn't meet the requirements for trade in, it should have just rejected my offer as being worth more than the phone I was purchasing.

    But OnePlus has corrected that and I should see the credit on my card within a few days, from what I understand.
     

    #13
    Bobbie63 likes this.
  14. Z1591222790775
    Eclair Jan 19, 2022

    Z1591222790775 , Jan 19, 2022 :
    I am in the middle of a Trade-In fiasco for my 6t...its been going on for months. A third party company, Phobio, does the eval and they reduced the valuation by 70%, plus they are denying the $100 "bonus" promised on the Oneplus site back in Nov.
    For anyone interested I have filed a review on Trustpilot against both OnePlus and Phobio. Perhaps if enough of us do this someone will act.
     

    #14
  15. Z1591222790775
    Eclair Jan 20, 2022

    Z1591222790775 , Jan 20, 2022 :
    The scores below are not specifically about OP customer service. Reading the Excellent reviews they are mainly in reference to the phone itself. I have no issues with the hardware, they do make a good phone imo. It's their customer service and trade in programs that are the problem...that is reflected in the 74% Bad and Poor reviews.

    From Trustpilot.com...
    Reviews 1,961
    Excellent 20%

    Great 4%

    Average 2%

    Poor 5%

    Bad 69%


    Update...3+ months, 40+ emails and countless hours spent, I finally got the refund.
     
    Last edited: Feb 10, 2022

    #15
  16. P1591261271213
    Cupcake May 4, 2022

    P1591261271213 , May 4, 2022 :
    I purchased a new Oneplus 10 Pro, trading in my 2 year old 8 Pro in the process. The 8 Pro is in perfect condition and i was offered £210.00 for it plus a bonus £60 for upgrading, total trade-in value of £270.00. Send back without issue only to receive an email saying the offer was being revised down to £50.00 total due to screen damage. I requested the handset back and checked it immediately upon receipt. The phone and screen are both still in perfect condition. I'm extremely disappointed with the service offered by Oneplus. The hardware is excellent, but this trade-in experience reeks of poor-service. The 10 Pro will be my last handset from the company.
     

    #16
  17. clenga
    Cupcake May 24, 2022 at 1:02 PM

    clenga , May 24, 2022 at 1:02 PM :
    this is terribly bad for business oneplus.... you are going to lose so many customers if you cant get the third party company in line
     

    #17