1
Very happy customer support story.

  1. frankiecortina
    Ice Cream Sandwich Sep 15, 2015

    frankiecortina , Sep 15, 2015 :
    Hello every one. I just want to share my story and experience with the support team over at OnePlus . so the issue started with the device simply not turning back on and this is where the ticket started.
    That's when I got prompted to create a remote session.
    Aug 3, 21:40

    Hello Frank,

    This is Rommel from chat support.

    I understand the urgency of having your issue resolved / of being able to use the phone again to its full potential. There will be a need to proceed with booking a remote session to resolve your issue. During the remote session, a Level 2 Tech Specialist will follow these procedures:
    ----------------------------------
    This email helped me get set up. I was a little nervous about letting someone have remote access but I let it happen. I actually missed the first scheduled appointment because I didn't know where to go. They sent me several emails and on August 18th I finally completed a remote session. The level 2 could not fixed so it was raised to a RMA.
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    Next I got an email asking about any other potential damage ( water etc.)
    Aug 19, 00:49

    Hi Frank,

    Good day to you!

    Thanks for getting in touch with us. I'm sorry for any inconvenience caused. The situation of your device is qualified for a replacement. Before initiating the RMA process, will need to check the physical condition of your device. Do you recall has you device ever been dropped into, or exposed to liquid? If so,
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    I responded no and they asked for my imei number. They gave me useful info on how to find it but I kept it in a safe place so it was easy for me to find without the working phone. Then I got this email
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    Aug 20, 00:52

    Hi Frank,

    Good day.

    Sorry for the inconvenient experience. Based on the feedback by our tech support, this case is qualified for a replacement.

    I have created a RMA request for you. Please go to to verify your request details, pickup address and shipping address, so as to initiate this replacement RMA procedure. Once it's verified, we will proceed with the pick-up arrangement.
    -------------
    It basically just said verify your address and if we inspect the phone and find water damage , your SOL. Understandable.next step..
    ------------------------
    Aug 21, 07:27

    Hi Frank,

    We're pleased to inform you that your RMA was verified and we are going to arrange the pick-up accordingly. The device(s) will be collected by our partner, GPSK Ltd. (UK) via DHL.

    Instructions:
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    This email gave me not so clear instructions on how to schedule a pick up. I sent out a couple questions and they cleared everything up for me very quickly. So then I got the date for pick up , got labels from the dhl company , and they came and got it.after a couple days and an email asking for the tracking info I got conformation of them receiving the device. So far so good.
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    Aug 27, 09:56

    Hi frankiecortina,

    We've received the parcel at warehouse and will further proceed your RMA request.

    Best regards,
    Michael
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    Next I got this email letting me know they would replace the device for sure
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    Aug 28, 04:52

    Hi Frank,

    Good day!

    We're sorry to keep you waiting.
    We are happy to inform you that your returned item(s) are received and have passed the inspection. We are now ready to release your replacement device. But before doing that, please confirm if this is your correct shipping address:
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    Now here's where it gets interesting.. I sent a couple emails within the next week not hearing anything back. Until one day I got this.
    -------------------------
    Sep 3, 07:32

    Hello Frank,

    Good day!

    Thanks for getting in touch and we're sorry to keep you waiting.
    Based on your order records, your device's warranty ended last July 24, 2015. In that case, we can no longer proceed with your request for replacement. And in order for you to get a new device, you may need to pay our motherboard repair service that will cost you USD 223.
    However, you have the option not to proceed with the repair service we are offering you. In that case, we will have to return your device to you at your own cost of USD 45.84 (since we already shouldered the shipping fees when we picked up your device). Hope you understand.

    Let us know which option would you prefer.
    Thank you for your patience and cooperation.

    Best regards,

    Shiera
    -----------------------
    This made me so angry. After going through the whole process this was like a slap in the face. I sent a couple long emails basically saying I thought onplus was a better company then that then to go against there word and basically threanted to give them more of a bad name by not recommending there devices but at the same time was sincere and asked them to see what they could do.
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    I thought all hope was lost until about a week or so later I got a random email..
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    Sep 11, 05:18

    Hi Frank,

    Good day!

    Thank you for getting back to us. We are sorry for the waiting and any inconvenience caused.

    Your returned item(s) are received and have passed the inspection. Now we are going to release the replacement order to be processed. You will be notified via email with tracking number info. once it's shipped.

    Let us know if there is anything else we can help you with. Thank you!

    Best regards,

    jan ice
    ------------------
    The email also came with a thank you for your order and an invoice! I was so stoked and it didn't cost me a thing. The device just got in my hands and although lengthy and a little unhappiness, someone at OnePlus is looking out for us and made sure I got my replacement.. That or it was a mistake... Oh well. Also every email was almost by a different person so that was a little confusing but over all I'm happy. Just thought you future buyers should know !
     

    #1
    rudiverr likes this.
  2. rudiverr
    Gingerbread Sep 15, 2015


    #2
    frankiecortina likes this.
  3. frankiecortina
    Ice Cream Sandwich Sep 15, 2015

    frankiecortina , Sep 15, 2015 :
    Just thought people should know since it seems only bad stories are written and it gives opo a bad rep :)
     

    #3
    rudiverr likes this.