How I got robbed by OnePlus
I was a happy owner of a Samsung Note 4, when a day, while I was writing a text message, It has died.
So, I decided to look around for bit and I choice to buy the new OnePlus 3. I was fascinated by this phone, therefore I also bought the Sandstone Case and a Dash Charge.
I received the package on July 18, 2016. When I opened the parcel I did not find neither OnePlus3 nor Sandstone Case but only the Dash Charge.
I was quite upset because the parcel was intact without any signs of tampering or damaging.
On the shipping label is written:
“Contents: UN3481 Lithium ion batteries in compliance with ADR S.P. 188”
I immediately opened a ticket with OnePlus explaining what happened. I only received answers where they say to file a complaint with the shipping company. I called the shipping company (DHL) more than once explaining everything but DHL won’t let me file a complaint because the contents of the parcel that I received match what they have on record in their systems. That is, only the battery charger was shipped.
At this point, I said to OnePlus that is impossible for me to file a complaint to the shipping company but once again I received the same answer.
Given that, was impossible to get a different answer, I decided to open a dispute with Paypal hoping to see my money back.
Two days after, I was able to talk with the logistic team, but this only after 2 tickets, 8 emails, 4 tweets, 4 posts on Facebook, 1 post on Reddit
Anyway, this is the answer by the logistic team:
Hello Emilio,
As I was about to create the reshipment order I was notiified that you have filed a dispute to PayPal over this transaction, which means you resort to PayPal to have the dispute settled. Therefore we are unable to proceed with the replacement RMA at this point.
Could you please have the PayPal dispute closed, so we can resume our support process, to arrange the reshipment accordingly?
Hope for your understanding and cooperation.
Kind regards,
Mich
I wanted to trust them and I closed the dispute with Paypal. (But that was my biggest mistake!)
I notified them about it, but again no answer, after only 3 days I received a reply.
Hello Emilio,
Thank you for the patience. We have now processed a shipment order for the missing items: 1 — OnePlus 3 Graphite (EU) and 1 — OnePlus 3 Sandstone Case. You will be notified via email with tracking information once it has been shipped.
Please let me know if you have any questions.
Kind regards,
Mich
My order was in pending for about 2 weeks, therefore, I contacted them in order to get an update and this is the answer I had:
Hello Emilio,
Good day! This is Irish from Logistics Department.
We have already created a resending order#A1400581980c, which will be processed and shipped soon. You will be notified with the tracking information once the package is dispatched.
Please check your OnePlus account to follow your orders update.
Let me know if you have any other questions.
Best regards,
Irish
But when I went to see my order status (the day after), it has been “Canceled”.
I was shocked so once again I contacted them asking why.
Here the answer:
Hello Emilio,
Thank you for reaching OnePlus, this is Sean from Logistics team, I would be very glad to assist you with your concern.
The order has been cancelled due to the investigation done by our logistics team and our partnered shipping company which is DHL. They’ve found out that the package was delivered intact and no damage has been found as well.
Should you have any other concerns regarding OnePlus, please do not hesitate to contact us. Have a great day!
Best regards,
Sean
In conclusion, I’ve been robbed by OnePlus and there is nothing I can do in order to get my money back, but I really hope that this story it can help someone in a such situation.
See the ticket below and parcel label.
Parcel label
