OnePlus Repair Service Support: SUBPAR!

Ray
Ray
Nov 7 · 16 min read

This post is a timeline of everything that happened when I attempted to ship my OnePlus 3, which had a broken screen, to their service center in Texas for out-of-warranty (at my cost) repair.

I want to clarify this is not a reflection of the quality of the product. I have always liked OnePlus and even still own the original OnePlus One. This experience is specific to repair and the general customer support.

Their repair costs are clearly stated in this page, where you can see screen replacement costs $62.81.

If you take the time to go over all of the chat sessions and support emails below, you will see all of the following issues:

  1. OnePlus promises a 2 business day turnaround from the moment they receive the device. I did not get one until almost 5 business days (or 7 calendar days) after they received my device.
  2. What’s worse is that I contacted OnePlus multiple times during these days and their general response was always “don’t worry, you will get it”, with complete disregard for the delayed turnaround issue I was bringing to their attention.
  3. The repair tracking site never moved from the very first step during all this time. It went from “waiting to receive device” to “request canceled” on day 17 of OnePlus receiving my phone. Reps kept saying there was an issue with the site. This issue never got fixed, which is why I had to continue contacting Support for updates.
  4. The quote I received (which I can’t screenshot for this post, since it already expired) was over $100, even though the pricing schedule clearly indicates $62.81.
  5. To make this issue worse, one of the support emails I received (which was sent to me well after the quotation) asks me if I am going to pay the $62.81 quotation. When I indicated that was the price on the OnePlus page, but not what I received in the quotation email, that too was ignored in the following response.
  6. Email after email, OnePlus Support (it was always the same 2 reps, Phillip and Joy) either continued to avoid admitting accountability for the company’s delay or simply did not take the time to understand what I was saying, no matter how many times I explained carefully and asked them to read and research in detail.
  7. There is a complete lack of continuity of care. The rep that receives the email simply skims over the one email without reviewing the history of the issue and replies with a canned response that rarely addresses the user’s concern.
  8. Due to all these issues, I asked for my repair to be covered by OnePlus, repeatedly. The response was always either evasive (saying an in-warranty repair could not be honored when I never mentioned in-warranty repair) or simply responding with something like “did you receive a quotation?” or a similar, completely unrelated response to my very specific request.

Needless to say, this was a very frustrating experience (why else would I take the time to compile and write all this?) and one I plan on sharing first with OnePlus management and, probably, in technology forums I frequent. Support is an important factor to consider when deciding on a purchase and I feel the responsibility of sharing my personal experience.

Please read on for details on these interactions and excuse my level of frustration, which was visibly growing with every response. I hope you can understand why.


Thursday 10/17 3:59 PM (half a day after phone was received)

Chat session with Support:

[03:50:09 AM]Steve Gilbert: Hi, my name is Steve Gilbert. How may I help you?
[03:51:09 AM]Ray : Hi Steve. I am writing in reference to a repair, since tracking shows my phone was received in your Texas repair facility this morning, but the repair status still shows as waiting for the device. IMEI 860046031510557. Order SCE1910141032051 .
[03:51:14 AM]Steve Gilbert: Hi Ray, Hope you are doing well.
[03:52:05 AM]Ray : All is well. I hope you received the message above.
[03:52:10 AM]Steve Gilbert: Ray, First of all I do appreciate the effort and time that you have invested in reaching us regarding this matter.
[03:52:17 AM]Steve Gilbert: Thank you for the information. Please give me 2–3 minutes to check on this.
[03:52:24 AM]Ray : Of course. I will be here. Thanks.
[03:53:38 AM]Steve Gilbert: In the meanwhile, Please help me out with the following details to complete the verification. Name. Email.
[03:53:54 AM]Ray : Ray XXXXX and xxxxx@gmail.com
[03:54:31 AM]Steve Gilbert: Thank you for staying connected.
[03:54:38 AM]Steve Gilbert: Thank you for the verification details too.
[03:54:44 AM]Ray : Sure.
[03:55:55 AM]Steve Gilbert: I was able to connect with the service center about this matter and I would like to inform that your device has reached our service center on 2019–10–18.,
[03:56:40 AM]Steve Gilbert: Once the product reaches our service center, it may take
-> 2 business days for inspection
-> Service center will email the final quotation
-> If customer agrees -> 2 business days for repair the device
-> If customer disagrees -> device will be returned, unrepaired and it will take 3–7 business days to ship it back
-> 3–7 business day to ship it back to the customer.
[03:57:01 AM]Steve Gilbert: It seems to be like a status issue with the website.
[03:57:34 AM]Steve Gilbert: Please do not worry as it will be updated in a shorter time period.
[03:58:20 AM]Ray : OK, perfect. I just wanted to confirm and thank you for doing that. I look forward to the next step, that email. Thanks again and have a wonderful day.
[03:58:24 AM]System: The end user Ray has disconnected from chat 231447


Tuesday 10/22/19 1:39 PM (3.5 business days after phone was received)

20 minute phone conversation with Customer Support where I explained the problem ad infinitum. The rep kept apologizing and saying “don’t worry, you will receive a quotation”, completely missing the point. I eventually asked for a Supervisor and was promised either a callback or, in its defect, an email from a Supervisor before the end of the day. Neither of these ever happened.

Tuesday 10/22/19 1:39 PM (3.5 business days after phone was received)

Chat session with support:

[01:28:03 AM]Alex Grey: Hi, my name is Alex Grey. How may I help you?
[01:28:18 AM]RAY: I am contacting you in reference to RMA# SCE1910141032051.
[01:28:19 AM]Alex Grey: Hi Ray, Hope you are doing well.
[01:29:10 AM]RAY: The phone, according to tracking, was received in your repair facility at 9AM last Thursday. It has been 5 days since and the status still shows as “Service Requested” on your repair tracking page.
[01:29:48 AM]Alex Grey: As I understand you would like to know the repair status of the device .
[01:30:03 AM]Alex Grey: Please do not worry . I will assist you in this case .
[01:30:19 AM]Alex Grey: Could you please confirm these details for verification purpose
1.Full Name:
2.Email id:
3.Phone number:
[01:30:44 AM]RAY: Correct. And also why the website isn’t reflecting any changes. Name = Ray XXXXX, Email = xxxxx@gmail.com, Phone = XXX-XXX-XXXX.
[01:30:59 AM]Alex Grey: Thank you for the details .
[01:32:44 AM]Alex Grey: As I have checked 18 October service center received the device .
[01:32:57 AM]Alex Grey: It would take 2 business days for inspection .
[01:33:36 AM]Alex Grey: As I have checked the device is being inspected currently .
[01:34:04 AM]RAY: My FedEx tracking states the device was received on 10/17 at 9:00 AM.
[01:34:33 AM]RAY: Even if it’s the 18th like you say, today is the third business day.
[01:34:46 AM]RAY: And the website still shows as the device not being received.
[01:35:11 AM]RAY: It’s in the first step. It hasn’t even reached the “Received at Service Center” step according to your page.
[01:36:11 AM]Alex Grey: Ray , On 18 the we have received the device . 21 and 22 are the 2 business days . Kindly wait till the end of 22 so that service center will send you the inspection details .
[01:36:21 AM]Alex Grey: Please do not worry .
[01:36:41 AM]RAY: So the 18th doesn’t count either?
[01:36:44 AM]RAY: I do worry.
[01:36:48 AM]Alex Grey: There might be technical issue in the website . But the device is in inspection .
[01:37:13 AM]RAY: Look, copy & paste from the FedEx tracking site: Delivered Thursday 10/17/2019 at 9:04 am.
[01:37:31 AM]RAY: Signed for by: T.PARVIN
[01:37:48 AM]Alex Grey: RAY, as I have checked using my resources I have shared you the information that the device is under inspection .
[01:37:56 AM]Alex Grey: Kindly bear with us .
[01:38:05 AM]RAY: That’s the full Thursday, the full Friday, the full Monday and half of Tuesday. By my count, that’s 3.5 business days.
[01:38:34 AM]Alex Grey: Ray, 21 and 22 are the 2 business days . Kindly wait till the end of 22 so that service center will send you the inspection details .
[01:38:59 AM]System: The end user RAY has disconnected from chat 238730

Tuesday 10/22/19 2:28 PM (3.5 business days after phone was received)

Email from me to OnePlus:

According to FedEx, my device was received in your facility on Thursday 10/17 at 9:04 AM EST (signed by T. Parvin). It is now Wednesday at 2:030 PM EST and I have still to receive an email with a quotation. OnePlus states this will be received within 2 business days of receipt of the device. However, it has been almost 4 business days (6 total days) and I have NOTHING.

To make matters worse, the tracking on your website still doesn’t even show my device as received.

I have chatted with your reps twice and spoken on the phone with one and I still have no straight answer,

This is far from the service I expect from OnePlus and hope you can provide some feedback as to why all this is happening. My family and I have purchased 3 phones and other accessories from you, but with customer service this disconnected, we are certainly reconsidering our loyalty.

Sincerely,


Wednesday 10/23/19 3:50 PM (4.5 days after phone was received)

Email from Phillip Smith from OnePlus:

Hello OnePlus User,

Thank you for contacting OnePlus Customer Support.

We appreciate your time and effort in reaching out to us.

About your query on repair status. Please do not worry, be rest assured. As checked through the repair status of the broken screen we could see that the device is under the inspection process. Hence, post-inspection you will receive the repair quotation.

Hope the information helps you.

If you have any further questions do let us know. We are glad to assist accordingly.

Regards,
Phillip Smith
OnePlus Customer Support

OnePlus is 2.5 days late on their promise. Why should I not worry?

Wednesday 10/23/19 3:55 PM (4.5 days after phone was received)

Finally the quotation! 2.5 days late and, apparently, triggered by that last email, since it arrived 5 minutes later.

Thank you for your patience. We have checked the device delivered to our service. The confirmed fault is not covered by the manufacturer warranty.We offer paid repair, according to the attached quotation.

Service request#: SCE1910141032051

Please click on the link below, to proceed with payment:
https://www.r2dservices.com/OnePlus/#!/main/payment?OrderId=XXXXX

IMPORTANT:
Please answer within 5 business days. In case of no answer, device will be sent without a repair.

This message has been generated automatically, please do not reply. For any additional matters,please contact at https://support.oneplus.com/.

Regards,

OnePlus Care
S&B industry, inc — OnePlus authorized repair center

When you clicked on that link, the final quotation was not the $62.81 stated on the OnePlus pricing schedule. It was over $100. Yet another reason for frustration over the disconnect.

Wednesday 10/23/19 4:25 PM

Email from me to OnePlus:

I am not sure if you took the time to read my message before responding “Do not worry”. Your process states I will receive a quotation email within TWO business days of receiving my device. It has been FIVE and still nothing. How should I not worry? I have contacted support via chat twice and via phone once and I keep getting “do not worry”. It makes absolutely no sense! Your support process leaves much to be desired. At this point, the least you could do is cover the repair for my device for free. It’s really the least you could do in this circumstances. It’s called customer CARE.


… No response…


Thursday 10/24/19 8:53 AM

Email from me to OnePlus:

Am I going to get a response to this email? The quotation was finally sent on the 5th business day of you receiving the device. Is OnePlus going to be covering my repair due to extenuating circumstances, your tracking website not updating for 5 days, the multiple times I had to contact you for information, not returning the supervisor callback or follow-up email I was promised two days ago and all other issues that have made this repair a small nightmare? I will be sure to share my feedback, positive or negative, in social media and technology forums I frequent.

Sincerely,


Friday 10/25/19 1:35 PM

Email from Phillip Smith from OnePlus:

Hello OnePlus User,

Thank you for connecting back to us.

We the difficulty that you are going through without having the device to make calls and to use social media application. However, as the device has a physical damage we will not be able to consider the repair as in-warranty and even if we select the repair as in-warranty post inspection service center will change the status to out of warranty to which we do not have access to make any changes.

If you had any further questions do let us know. We are glad to assist.

Regards,
Phillip Smith
OnePlus Customer Support

What??? “Having the device to make calls and to use social media application”? Someone please tell me that’s the response of someone who read my email carefully! And when did I request in-warranty repair? Complete carelessness and disconnect.


Saturday 10/26/19 12:46 PM

Email from me to OnePlus:

Please read my message again. I never mentioned warranty. I mentioned OnePlus covering (paying for) the cost of the repair. OnePlus promises a 2 business day turnaround time from the moment you receive the phone till the moment I get a quote. it was FIVE business days. I had to contact support 4 times (check the support records) and got no help in expediting this. This describes a pretty poor customer service experience. Hence, I am asking that OnePlus makes up for this by paying for my repair.

Sincerely.


Sunday 10/27/19 1:44 PM

Email from Phillip Smith from OnePlus:

Hello OnePlus User,

Thank you for connecting back to us.

About your query, we are sorry to inform you that we do not provide in-warranty repair as the device is out of warranty. We would also like to inform you of the reason to get the quote delay for your repair. We would like to inform you that firstly, it depends on the shipment of the package and once it reaches the warehouse it could take 2 business days for the inspection of the device.

We hope the information helps you.

If you had any further questions do let us know. We are glad to assist.

Regards,
Phillip Smith
OnePlus Customer Support

Here we go again with the in-warranty repair that I never requested. And is the rep really mentioning that it could take 2 business days when it took 4.5 and it’s now 7.5 business days since the receipt of my phone?


Monday 10/28/19 2:12 AM

Automated email from OnePlus:

We remaind you that the confirmed fault is not covered by the manufacturer warranty. We offer paid repair, according to the attached quotation.

Please click on the link below, to proceed with payment:
https://www.r2dservices.com/OnePlus/#!/main/payment?OrderId=XXXXX

IMPORTANT:
Please answer within 2 business days. In case of no answer, device will be sent without a repair.

This message has been generated automatically, please do not reply. For any additional matters,please contact at https://support.oneplus.com/.

Regards,

OnePlus Care
S&B industry, inc — OnePlus authorized repair center

“Remaind”? I understand misspelled words in a chat or rep’s email, but this in an automated email simply looks unprofessional. Even if the email was redacted by S&B and not OnePlus, this is a vendor OnePlus picked and uses. Quality standards should be in place and enforced. Yes, at this point, everything is frustrating me, but can I be blamed?

Monday 10/28/19 8:52 AM

Email from me to OnePlus:

You aren’t reading my messages at all. It’s pretty frustrating. Please take the time to do a little reseerch before replying with a canned response and quickly move on to the next message from the next customer.

You repeated what I said, that you promise a 2 business day turnaround from the moment you receive the phone until the moment you send me a quote. Check records. You received the phone from me on Thursday 10/17 at 9:03 AM EST. You did not send me a quotation until Wednesday end of day. That’s FIVE business days. During that time, I contacted support 5 time (3 chat, 2 phone) to see why there way a delay and I never got a response, only “do not worry”, which I could never understand since the quotation was already way past the deadline and therefore there was a clear reason for me to be worried.

This is why I am requesting OnePlus to cover the cost of my repair.

Sincerely,

Monday 10/28/19 2:49 PM

Email from Joy from OnePlus:

Hi Ray,

This is Joy from One Plus Customer Support. I hope this email finds you well.

With regards to your device that you sent for repair I would like to confirm if you already received the quotation

Since the phone was tagged as out of warranty the service center are requiring you to pay 62.81 for the repair cost

If you are agree with the repair cost just make a payment but if not kindly refused the quotation and the phone will be sent back to you unrepaired

If you have any questions or clarification feel free to reply to this email Thanks again

Best regards,
Joy
One Plus Customer Support,

Impossible!

Monday 10/28/19 7:32 PM

Email from me to OnePlus:

Once again, you fail to review my issue in detail and admit there was a problem (you did not send the quotation within the published 2 business days, but instead 5 business days) or try and make up for it (by paying for the repair). Instead, you ask if I am going to pay the $62.81 (which is the correct as per your pricing page) when the quotation I received is actually for $114.23. The disconnect of your support system is unbelievable.

This is the last attempt I make at someone taking a little bit of extra time in reviewing ALL of my correspondence in DETAIL and sending me a response I consider worthy of a decent support system before I document all this in detail and share through social media, technology forums and other means as as I see fit.

Sincerely.


Tuesday 10/29/19 1:56 PM

Email from Phillip Smith from OnePlus:

Hello OnePlus User,

Thank you for connecting back to us.

About your query on in-warranty repair. We would like to inform you that the inspection had been completed on 23–10–2019 and the quotation has been already sent to your mail. Hence, we would request you to pay for the repair.

We would also like to inform you that if the payment link has been expired for repair please get back to us with the below details so that we could send you the new payment link for repair.

1. RMA number:
2. IMEI number:

If you had any further questions do let us know. We are glad to assist.

Regards,
Phillip Smith
OnePlus Customer Support

Does anybody even read emails before they respond at this point? Do they make the slightest attempt at understanding what’s being asked?

Tuesday 10/29/19 5:30 PM

Email from me to OnePlus:

Exactly. The quotation was completed on 10/23 at the end of the day and the phone was received on 10/17 at 9:03 AM EST according to FedEx tracking. That’s FIVE business days and not the TWO business days that you promise. Can’t you really not understand my emails? Is it really that difficult to take the time and read them carefully? This is like my 7th one and they all explain the same thing and I have yet to receive one where you admit you did not meet what is promised. It’s that simple.


… No response…


Thursday 10/31/19 3:11 PM

Email from me to OnePlus:

No response? Will OnePlus admit their promised turnaround time for a quotation email was overdue by 3 business days or more than double the time they promise (2 business days)?

Thursday 10/31/19 9:50 PM

Email from Phillip Smith from OnePlus:

Hello OnePlus User,

Thank you for connecting back to us

We apologize for the delay in the response.

We understand that the inspection process took 5 days from the item receipt date and looking to get the repair as in-warranty.

In this case, we will be escalating the case to the concerned team and once we receive the update on this we will do the needful.

If you had any further questions do let us know. We are glad to assist.

Regards,
Phillip Smith
OnePlus Customer Support

Finally Phillip understands! This sounded promising. He admits OnePlus was delayed by 3 days and understand I am asking for my repair to be covered. He says he will escalate the request. Something good could finally come out of this. Except…


Friday 11/1/19 2:07 AM

Automated email from OnePlus:

We remaind you that the confirmed fault is not covered by the manufacturer warranty. We offer paid repair, according to the attached quotation.

Please click on the link below, to proceed with payment:
https://www.r2dservices.com/OnePlus/#!/main/payment?OrderId=XXXXX

IMPORTANT:
Please answer within 2 business days. In case of no answer, device will be sent without a repair.

This message has been generated automatically, please do not reply. For any additional matters,please contact at https://support.oneplus.com/.

Regards,

OnePlus Care
S&B industry, inc — OnePlus authorized repair center

Friday 11/1/19 1:54 PM

Email from me to OnePlus:

All that happened is that I received the same quotation email AGAIN. No feedback or explanation as to why it initially took 5 days instead of the 2 that you promise. The disconnect of your support system is out of this world incredible.


Saturday 11/2/19 2:00 AM

Automated email from OnePlus:

We’d like to inform you that your service request has been cancelled due to the reason given below.

Service request#: SCE1910141032051
Device model: 0101070201
Cancellation reason: Payment unpaid

If you need further assistance please feel free to reach out
OnePlus support https://www.oneplus.com/support
Apply for repair https://www.oneplus.com/support

This message has been generated automatically, please do not reply. For any additional matters,please contact at https://support.oneplus.com/.

Regards,

OnePlus Care
S&B industry, inc — OnePlus authorized repair center

Saturday 11/2/19 1:42 PM

Email from Phillip Smith from OnePlus:

Hello OnePlus User,

Thank you for your patience.

As we understand that you have received the same quotation for repair. However, we have already escalated this case to the concerned team and surely we will do the best which we can in this case.

Your understanding is highly appreciated.
If you had any further questions do let us know. We are glad to assist.

Regards,
Phillip Smith
OnePlus Customer Support

Wait, Phillip is escalating again. I do wonder at this point if that really means anything.


Sunday 11/3/19 9:21 AM

Email from Joy from OnePlus:

Hi Ray,

This is Joy from One Plus Customer Support. I hope this email finds you well.

I have checked the repair request and the current status was sent back based on the tracking number 780685127387 customer received

Can you please reply to this email if you already received the device so i can tagged this ticket as solved Thanks and have a Great Day!


Thursday 11/5 — I receive my defective phone back.

Ray

Written by

Ray

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