I just wanted to document my experience so that others can make an informed decision when purchasing a OnePlus product. First my OnePlus One was a great phone. I've never had an issue with it. The OnePlus Two is not nearly as nice. After 2 months of owning it the home button/fingerprint sensor died completely. I decided to make a warranty claim to have it fixed.
My ticket began on 1/9/16 with instructions on trying to re-add my fingerprint and make sure my device had the latest OS on it. I had already told OnePlus the button was dead/non-responsive and I had factory reset and updated to the latest OS. So this was a wasted correspondence.
The next day, 1/10, I was asked to book a remote session with a level 2 service technician. They were completely booked out for 9 days. I booked the date for 1/19 and downloaded the requested files.
On 1/19 I had the remote session and the technician did not appear to know what he was doing. Nothing got resolved but I was asked to book another appointment. There were no appointments for remote sessions available so I had to wait until 1/20 to schedule the appointment.
On 1/20 I was able to book another appointment for 1/29.
On 1/22 the OnePlus support sent me an email asking if I had booked an appointment. I responded and I told them I did.
On 1/26 I received this:
Just wondering if you've had a chance to review the latest update from Enrico?
This ticket will now be marked as 'solved' because we haven't heard back from you for some time. However, if you'd like to provide an update, or require more time to work through our latest comment, simply reply to this email to reopen the ticket.
If your inquiry was resolved, this ticket will be closed in 5 days.
Thanks! Have a great day!
OnePlus Support
I never received any communication from Enrico, and I responded stating this and asked them not to close the ticket.
On 1/29 about 5 minutes before my second remote session I was emailed and told the Technical support specialists have exhaused every option and the session was no longer required. They then told me to wait 24-48 hours for a RMA authorization.
On 1/30 I was asked for my contact information and I replied with it.
On 1/31 I received my RMA instructions.
On 2/1 I received my RMA shipping label. I mailed out the phone immediately.
On 2/5 I received this:
Just wondering if you've had a chance to review the latest update from ?
This ticket will now be marked as 'solved' because we haven't heard back from you for some time. However, if you'd like to provide an update, or require more time to work through our latest comment, simply reply to this email to reopen the ticket.
If your inquiry was resolved, this ticket will be closed in 5 days.
Thanks! Have a great day!
OnePlus Support
I never received any update.
On 2/13 I was asked by email if I had shipped the package and if I had the tracking number. They already had the tracking number since they gave me the shipping label and they had the phone for 10 days already. I replied yes and gave him the tracking info.
The next week, I can't recall which day I started a live chat and asked where my phone was and if it was being returned. I was told it was still at the repair facility and it was being worked on currently. It was due to ship soon. The same day I received the phone back from the repair facility.
I didn't get a chance to open the box until 2/18. The repair report said the screen was replaced and did not mention anything about the home button that was non-responsive. The home button did work now though. I noticed the charging port no longer held the charging cable securely, this was a new issue. I inserted my sim card and the phone would not receive any reception. I tested my card with another phone and there were no issues with it. I promptly emailed the http://ift.tt/1lZIs4k about the issue.
I did not hear back and began a live chat on 2/19. I was told I needed to provide OnePlus with the repair report stating the screen replacement. I provided the report immediately.
On 2/20 I was told my issue was high priority and I needed to confirm sending my phone into the repair facility. I replied as asked if I was required to get my phone repaired or if I could get a replacement.
I did not hear back by 2/24 so I began another live chat was was told my issue was now going to be upgraded to urgent priority and I should wait 24-48 hours for a response.
On 2/26 I did not hear back yet so I began another live chat. I was told to wait 20-30 minutes for a reply.
I did not hear back in 3 hours so I began another live chat. I was told I needed to send pictures of the phone to the repair team. I did immediately and was told to wait another 24-48 hours.
So here I am, with a useless OnePlus 2. I've sent emails 4 days in a row to the "RRR" team who is supposedly handling my situation and I have not received any response.
The whole process is extremely upsetting.
I hope this helps some other people decide whether or not to purchase an item from OnePlus.
My ticket began on 1/9/16 with instructions on trying to re-add my fingerprint and make sure my device had the latest OS on it. I had already told OnePlus the button was dead/non-responsive and I had factory reset and updated to the latest OS. So this was a wasted correspondence.
The next day, 1/10, I was asked to book a remote session with a level 2 service technician. They were completely booked out for 9 days. I booked the date for 1/19 and downloaded the requested files.
On 1/19 I had the remote session and the technician did not appear to know what he was doing. Nothing got resolved but I was asked to book another appointment. There were no appointments for remote sessions available so I had to wait until 1/20 to schedule the appointment.
On 1/20 I was able to book another appointment for 1/29.
On 1/22 the OnePlus support sent me an email asking if I had booked an appointment. I responded and I told them I did.
On 1/26 I received this:
Just wondering if you've had a chance to review the latest update from Enrico?
This ticket will now be marked as 'solved' because we haven't heard back from you for some time. However, if you'd like to provide an update, or require more time to work through our latest comment, simply reply to this email to reopen the ticket.
If your inquiry was resolved, this ticket will be closed in 5 days.
Thanks! Have a great day!
OnePlus Support
I never received any communication from Enrico, and I responded stating this and asked them not to close the ticket.
On 1/29 about 5 minutes before my second remote session I was emailed and told the Technical support specialists have exhaused every option and the session was no longer required. They then told me to wait 24-48 hours for a RMA authorization.
On 1/30 I was asked for my contact information and I replied with it.
On 1/31 I received my RMA instructions.
On 2/1 I received my RMA shipping label. I mailed out the phone immediately.
On 2/5 I received this:
Just wondering if you've had a chance to review the latest update from ?
This ticket will now be marked as 'solved' because we haven't heard back from you for some time. However, if you'd like to provide an update, or require more time to work through our latest comment, simply reply to this email to reopen the ticket.
If your inquiry was resolved, this ticket will be closed in 5 days.
Thanks! Have a great day!
OnePlus Support
I never received any update.
On 2/13 I was asked by email if I had shipped the package and if I had the tracking number. They already had the tracking number since they gave me the shipping label and they had the phone for 10 days already. I replied yes and gave him the tracking info.
The next week, I can't recall which day I started a live chat and asked where my phone was and if it was being returned. I was told it was still at the repair facility and it was being worked on currently. It was due to ship soon. The same day I received the phone back from the repair facility.
I didn't get a chance to open the box until 2/18. The repair report said the screen was replaced and did not mention anything about the home button that was non-responsive. The home button did work now though. I noticed the charging port no longer held the charging cable securely, this was a new issue. I inserted my sim card and the phone would not receive any reception. I tested my card with another phone and there were no issues with it. I promptly emailed the http://ift.tt/1lZIs4k about the issue.
I did not hear back and began a live chat on 2/19. I was told I needed to provide OnePlus with the repair report stating the screen replacement. I provided the report immediately.
On 2/20 I was told my issue was high priority and I needed to confirm sending my phone into the repair facility. I replied as asked if I was required to get my phone repaired or if I could get a replacement.
I did not hear back by 2/24 so I began another live chat was was told my issue was now going to be upgraded to urgent priority and I should wait 24-48 hours for a response.
On 2/26 I did not hear back yet so I began another live chat. I was told to wait 20-30 minutes for a reply.
I did not hear back in 3 hours so I began another live chat. I was told I needed to send pictures of the phone to the repair team. I did immediately and was told to wait another 24-48 hours.
So here I am, with a useless OnePlus 2. I've sent emails 4 days in a row to the "RRR" team who is supposedly handling my situation and I have not received any response.
The whole process is extremely upsetting.
I hope this helps some other people decide whether or not to purchase an item from OnePlus.
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