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US Repair Center

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Have you had to apply to Texas service center for repairs

  1. Yes, and I was satisfied

    0 vote(s)
    0.0%
  2. Yes, and I was NOT satisfied

    50.0%
  3. No

    50.0%
  1. alex.logan
    Eclair May 21, 2020

    alex.logan , May 21, 2020 :
    I would like to ask for other OP user experience with the TX service center. I am perplexed at their response to a repair request for OP7Pro which is still under a 1 year manufacturer's warranty.

    My phone started to have mic issues during phone calls from handset a couple of months ago. That was followed a few weeks later by screen sporadically going out. Screen also no longer has the same brightness level.

    I sent the phone is for repairs. They response was that the device was out of warranty (?!?) and I would have to pay for repairs. This is where it gets interesting. They attempt to charge me for what seems to be every single part in the phone, even for a battery cover ironically, which is in a virgin condition. Here is the quote:

    Item Description Quantity Amount
    1 RF cable(right No.3) 90.2mm black OP7 Pro 1 $0.20
    2 Rear camera OP7 Pro 1 $75.00
    3 Fingerprint module OP7 Pro 1 $14.00
    4 Recevier OP7 Pro 1 $4.00
    5 Mainboard and sub-board connect FPC OP7 Pro 1 $0.80
    6 Front camera elevating bracket Mirror Gray OP7 Pro 1 $8.00
    7 RF cable(right No.1) 129.5mm white OP7 Pro 1 $0.20
    8 RF cable(left No.1) 58.3mm black OP7 Pro 1 $0.20
    9 Mainboard bracket OP7 Pro 1 $4.00
    10 Sub-board CN/US/EU OP7 Pro 1 $5.00
    11 Antena board(W) OP7 Pro 1 $0.10
    12 Mainboard TMO 8+256 OP7 Pro 1 $290.00
    13 RF cable(left No.2) 86.5mm black OP7 Pro 1 $0.20
    14 USB port FPC OP7 Pro 1 $4.00
    15 Front camera OP7 Pro 1 $15.00
    16 Thermal gel OP7 Pro 1 $0.00
    17 Back cover Nebula Blue OP7 Pro 1 $28.00
    18 Screen FPC OP7 Pro 1 $1.00
    19 Speaker OP7 Pro 1 $6.00
    20 Front camera lens OP7 Pro 1 $2.00
    21 Front camera elevating motor OP7 Pro 1 $20.00
    22 Antena board(9) OP7 Pro 1 $0.10
    23 Screen Mirror Gray single slot OP7 Pro 1 $165.00
    24 Labor fee for spare parts replacement 1 $30.00
    25 Middle frame antenna bracket OP7 Pro 1 $0.40
    26 Battery OP7 Pro 1 $11.00
    27 Antena board(7) OP7 Pro 1 $0.10
    Sub Total $684.30
    Total $684.30

    The sad irony is I could get this device new for around $500.
    This is my third OnePlus device. It is disheartening to see company is treating a loyal customer this way. I hope they do come to their senses.
    In case the thread is viewed by a related party, here is the service request number:
    OP202004271708173155
     

    #1
  2. Tobikage
    Nougat May 21, 2020

    Tobikage , May 21, 2020 :
    Date of purchase ? Assuming you purchased through official channels ?

    You need to question as to why the "device is out of warranty" first.

    If the device was physically damaged or if any of the water damage indicators were triggered , they will deny you warranty just FYI.
     

    #2
    G_plusone and alex.logan like this.
  3. alex.logan
    Eclair May 21, 2020

    alex.logan , May 21, 2020 :
    I purchased the phone at T-Mobile store, so yes, it was purchased through an official channel less than a year ago (on first day of availability :)). Yes, I am a OnePlusHead.

    Not sure what they could find. I do wipe down my phone periodically with a wet cloth (the virus is out there), but I would never submerge the phone or poor water over it obviously as I am aware it does not have official IP68 certification.
     

    #3
    Tobikage and G_plusone like this.
  4. G_plusone
    Marshmallow May 21, 2020


    #4
  5. pablofg1978
    Nougat Head Moderator May 21, 2020

    pablofg1978 , May 21, 2020 :
    The op7 pro was released on may 14, so technically at today is out of warranty
     

    #5
    alex.logan likes this.
  6. alex.logan
    Eclair May 21, 2020

    alex.logan , May 21, 2020 :
    The service request is dated Apr 27, 2020. Also, the service center has had it for 6 days now.
     

    #6
    Tobikage likes this.
  7. G_plusone
    Marshmallow May 21, 2020

    G_plusone , May 21, 2020 :
    First day of availability on T mobile store might not be May 14th
     

    #7
    alex.logan likes this.
  8. alex.logan
    Eclair May 21, 2020

    alex.logan , May 21, 2020 :
    First day at T-Mobile was 5.14.2019, but then again, service request was initiated in April, so this is a mute point.
     

    #8
    G_plusone likes this.
  9. G_plusone
    Marshmallow May 21, 2020

    G_plusone , May 21, 2020 :
    Thanks for the clarification
    Hopefully your repair issue would be sorted out
     

    #9
    Tobikage and alex.logan like this.
  10. alex.logan
    Eclair May 21, 2020

    alex.logan , May 21, 2020 :
    Thank you. I appreciate this. I have been with OP for many years. Hopefully, this is not the end of the road.
     

    #10
    G_plusone likes this.
  11. pablofg1978
    Nougat Head Moderator May 21, 2020

    pablofg1978 , May 21, 2020 :
    you should contact support and ask them why it is out of warranty and why there is the need to replace so many parts.
    If you dont receive an answer, I'll be happy to help you to escalate it
     

    #11
    G_plusone, keithnyc and Tobikage like this.
  12. alex.logan
    Eclair May 21, 2020

    alex.logan , May 21, 2020 :
    I appreciate your offer. I did contact support earlier today and got no discernable answer to questions. If you have the opportunity to further my case, my gratitude to you in advance.
     

    #12
    G_plusone likes this.
  13. pablofg1978
    Nougat Head Moderator May 21, 2020

    pablofg1978 , May 21, 2020 :
    I will send an ecalation
     

    #13
    keithnyc, alex.logan and Tobikage like this.
  14. Tobikage
    Nougat May 21, 2020

    Tobikage , May 21, 2020 :
    I'm assuming they ****** up and gave you an estimate for someone elses phone that was run over by a truck or something.
     

    #14
    G_plusone and alex.logan like this.
  15. Tobikage
    Nougat May 21, 2020

    Tobikage , May 21, 2020 :
    What happened to....o_O
    ??

    or not applicable in this case since he's already submitted the device ?
     

    #15
    G_plusone and alex.logan like this.
  16. keithnyc
    Marshmallow Moderator May 21, 2020


    #16
    G_plusone and alex.logan like this.
  17. pablofg1978
    Nougat Head Moderator May 21, 2020

    pablofg1978 , May 21, 2020 :
    Well, he submitted his device before the warranty is over anyways. Let's see the response from the cs
     

    #17
    alex.logan likes this.
  18. alex.logan
    Eclair May 22, 2020

    alex.logan , May 22, 2020 :
    I cancelled the received payment request for $684.30. Hopefully, that does not automatically close the service ticket.
     

    #18
    G_plusone likes this.
  19. alex.logan
    Eclair May 22, 2020

    alex.logan , May 22, 2020 :
    Wrong guess. This is the notification I just got:
    'This is to inform you that your device repair was not complete due to the reason mentioned below. Please keep an eye on the waybill number for return shipping status.
    Service request#: SCE2004282332217
    Device model: 5011100625
    Cancellation reason: requested by customer'
    @pablofg1978
    @keithnyc
    Is it possible to let them know the device should not be sent back?
     

    #19
  20. pablofg1978
    Nougat Head Moderator May 22, 2020

    pablofg1978 , May 22, 2020 :
    Let me contact cs again
     

    #20
    alex.logan likes this.