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Got a small problem.
I sold an ASUS Eee Pad Transformer to a guy on eBay around a month ago (January 13th, to be exact). I said the condition was not amazing, it had a few knocks, scratches, knicks etc. However, this guy bought it for £200.
I have just had an eBay message from the same guy who bought the TF. He says the build quality isn't very good and there's a dead pixel on the screen. I did not notice these when I had the tablet. Furthermore, the Transformer's build quality is known to be not so good.
Where do I stand on this? Am I in the right by saying that I won't take it back, because I said 'no returns accepted' on the listing? Or do I have a legal obligation to take this back and refund him the money (obviously I'd prefer the former).
Thanks,
Phil
i would make sure its the same tablet (hes not sending you a different one back) since you said you didnt notice the dead pixel
Have him take a picture of the dead pixel.
And ask him to describe his qualms about the build quality. Hopefully he'll go into depth about creaking and such, things that are a fault of the manufacturer's and definitely not yours.
So long as there is no dead pixel and he isn't complaining about you improperly describing the tablet, I would not refund it.
redbullcat said:
Got a small problem.
I sold an ASUS Eee Pad Transformer to a guy on eBay around a month ago (January 13th, to be exact). I said the condition was not amazing, it had a few knocks, scratches, knicks etc. However, this guy bought it for £200.
I have just had an eBay message from the same guy who bought the TF. He says the build quality isn't very good and there's a dead pixel on the screen. I did not notice these when I had the tablet. Furthermore, the Transformer's build quality is known to be not so good.
Where do I stand on this? Am I in the right by saying that I won't take it back, because I said 'no returns accepted' on the listing? Or do I have a legal obligation to take this back and refund him the money (obviously I'd prefer the former).
Thanks,
Phil
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I would leave it unless he files a claim with paypal. Then just show pictures of it and fight it. It may take a while but it's worth it. That said if he offers to send it back accept the return and sell it again, it will save you the hassle in the long wrong
You shouldn't be obligated to accept returns since it was explicitly stated that you don't accept them.
saintsmmx said:
You shouldn't be obligated to accept returns since it was explicitly stated that you don't accept them.
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That's true unless the user disputes with paypal. If he does so and wins the seller HAS to refund the user.
You have no legal obligation to accept that item back unless you deliberately misrepresented the condition of the item prior to its sale.
If you have pics etc(you would have had them on the eBay listing?) and made clear the condition of the tablet then the customer has no recourse to you.
I'd reply to the customer and advise a dead pixel may be something they can take up with the manufacturer if it's still under warranty, if not, tough luck and sorry but it's nothing to do with you.
-psb
"No returns" policy that sellers use on eBay is meaningless. eBay does not allow it and will side with the buyer 90% of the time. Unfortunately for OP he does not have much recourse if buyer files a SNAD claim with eBay. The only defensive argument he has is to state that the item has been in buyer's possession for some time now and that it was sold as used.
I'd refund the guy 20 quids and call the day. No need to complicate it any further.
greenstuffs said:
I'd refund the guy 20 quids and call the day. No need to complicate it any further.
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If he accepts it, its the best you can expect.
I had the same with a tg01 on ebay, buyer claimed screen scratched even though it wasnt and was told to return the item to me by paypal who froze the money and then refunded him despite me showing photos to the contrary. Lucky for me mine came back unharmed, the buyer obviously didnt like it and used an excuse to get a easy refund. Paypal ignored my proof and my call for proof from the buyer.
In most cases within a 7/14 day period whatever Paypal have as a grace period, they will side with the buyer as long as the buyer does as instructed Im sorry to say.
OK, thanks guys!
I told him to send it back to ASUS. He said he isn't blaming me and he likes the tablet, so it looks like he doesn't want a refund, which is good.
I'll update this thread when/if I get another message from him
EDIT: I'll thank the people I didn't manage to thank tomorrow, ran out of thanks for today
I made an order on the 26/6 where it said that stock was available, a DHL order was created on the 27/7 that stayed on Shipping information received. Contacted DHL after a few days to see where my order was and they said it was never picked up.
Contacted OnePlus Live support, where i found out they did not have stock that's why they did not proceed and was told to wait 48 hours. I did.
After 48 hours my order was still not moving, contacted them again, opened a ticket and been trying to find out where my order is, finally they said that the order was lost and after 1 week of live support and support tickets they tried to resend me the order.
After 3 days that the new order stayed in pending and avoiding my question on "when will the new order be shipped" i opened a ticket in paypal asking for my money back.
It only took them 24h to hold the new order and asking me to close the dispute and as they put it "The system will automatically unhold the order upon ending PayPal dispute. Then the order will be shipped out based on the ETD (estimated time of arrival) you saw when you placed this order."
Thanks but not thanks, after i read https://www.reddit.com/r/oneplus/comments/4twljv/oneplus_three_package_has_arrive_but_without_the/ I will never trust OnePlus again.
#NEVERTRUST rather than #NeverSettle.
I post this here, maybe it will manage to save someone the time and money from dealing with OnePlus and their support deparment.
So why instead of going through all of this misery, didn't you just buy one on Swappa??? There are brand new, never used or opened, as well as lightly used, tested phones, often for the same or less money than ordering one.
I just bought one there; in fact, I have bought my last four phones there -- not a single problem with any of them. Very easy and trouble free way to get a new phone.
Wow I was thinking of buying this phone and canceling the Axon 7 since everyone says this has better performance, but after that story no thank you and the other one who essentially got robbed no thanks. Loving ZTE.
some people unfortunately have some bad luck and bad experiences, just b/c this happened to him does not mean it will happen to you, some people just dont have things go right for them, i don't think u should not get the phone off of his bad luck, that is just the way life works, somethings works for people and somethings don't, i had a great experience, i work for at&t mobility and i encounter people who do have such bad luck and we can't do anything for b/c of certain circumstances and yet for some others we can work wonders for. I think it just so crazy how life is on how somethings work out for some people and somethings just go so wrong for people. You just gotta find out what works great for u
it's strange that it was marked as "in stock" because I ordered mine on June 21th (shipping to France) and before I paid it was clearly marked that estimated shipping date was for June 30th, so 9th day later, plus 7 days for DHL shipping.
Anyway I had to go in another country for 2 weeks and sent it to my parents home.
In the end they sent it on June 27th, so 3 days ahead of estimated shipping date and DHL was long as it was told.
On your invoice, what is the "estimated dispatch date"? their stock may differ by continent but for Europe stock was already low.
Anyway you don't need to warn European buyers as it's not possible to order op3 for most European countries, until end of September I think.
This could have been the 2nd OnePlus 3 i ordered from them. The 1st one came within 3 days when they first announced it. Everything went just fine and i was pretty pleased with the phone itself.
In this case i had to go through the process with their so-called "Customer Support", which is one of worse situations I've ever been through and person after person I've talked to in order to solve this was giving me the same answer "Wait 24/48 hours more". This was going more than a week.
@Le_Zouave It said in stock that's why i continued from them and not from any other website, better of getting the product from the source - i guess. Plus, In the ticket when finally the decided that my order was not send, i asked if it would be send "NOW" proceed, if not refund me 'PLEASE', they continued with the 2nd order which stayed pending for 3 days.
@zulu657 I would have bought it from any other website that supported shipping to Cyprus - my country, but since it showed "in stock" and i my previous device came within 3 days i thought "why not".
Point here is, If everything goes as it should then you might get the products you ordered, IF anything goes wrong and you have to solve it with their Support center, then i feel bad for you.
genoxide said:
Read this before ordering.. [OnePlus Support horror story]
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Nah man, already bought 3 phones from this company and they're pretty chill
Mine was fine. Enough said. Scare tactics. Are you paid by a competitor?
Also got mine within 3 days. I was really surprised at how fast it was delivered. On the other hand I have been waiting for a delivery from America (I'm in Austria) for nearly a month. Sometimes the packages get held in customs and can stay there for weeks. Either way a bit of patience if all you need. No point getting all worked up over something so petty. First world problems, am I right? Lol
But still...
This phone is a beast...
Nevermind the cs. All cs are almost the same they are like robots programmed to say what they are about to say.
To answer all,
@GeneralDisaray2 not paid by anyone. Just sharing my 2nd OP3 experience with all of you.
@camdadeye291 First OP3 i ordered as soon as it got announced came in 3 days, was as surprised as you. But as soon as i had to contact their support center for my 2nd order to solve my issue it all went to hell. Plus i would not call losing 500€ a 'first world problem'.
@marc_ecko28 The phone itself is one of the best i ever owned, that's why i ordered this 2nd one along with more cases.
genoxide said:
To answer all,
@GeneralDisaray2 not paid by anyone. Just sharing my 2nd OP3 experience with all of you.
@camdadeye291 First OP3 i ordered as soon as it got announced came in 3 days, was as surprised as you. But as soon as i had to contact their support center for my 2nd order to solve my issue it all went to hell. Plus i would not call losing 500€ a 'first world problem'.
@marc_ecko28 The phone itself is one of the best i ever owned, that's why i ordered this 2nd one along with more cases.
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Like I said a bit of patience is all that is needed, I'm sure it will be resolved. Still a first world problem.
For me all went smooth, even came earlier than estimated time, shipped to Croatia and in ten days after placed order I got it. No problems or anything whatsoever.
i bought total of 3 oneplus.3 never had issue. one phonr was even in my hands 2 days after payment which is insane
Sent from my ONEPLUS A3000 using XDA-Developers mobile app
genoxide said:
I made an order on the 26/6 where it said that stock was available, a DHL order was created on the 27/7 that stayed on Shipping information received. Contacted DHL after a few days to see where my order was and they said it was never picked up.
Contacted OnePlus Live support, where i found out they did not have stock that's why they did not proceed and was told to wait 48 hours. I did.
After 48 hours my order was still not moving, contacted them again, opened a ticket and been trying to find out where my order is, finally they said that the order was lost and after 1 week of live support and support tickets they tried to resend me the order.
After 3 days that the new order stayed in pending and avoiding my question on "when will the new order be shipped" i opened a ticket in paypal asking for my money back.
It only took them 24h to hold the new order and asking me to close the dispute and as they put it "The system will automatically unhold the order upon ending PayPal dispute. Then the order will be shipped out based on the ETD (estimated time of arrival) you saw when you placed this order."
Thanks but not thanks, after i read https://www.reddit.com/r/oneplus/comments/4twljv/oneplus_three_package_has_arrive_but_without_the/ I will never trust OnePlus again.
#NEVERTRUST rather than #NeverSettle.
I post this here, maybe it will manage to save someone the time and money from dealing with OnePlus and their support deparment.
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At first, my phone took longer than stated but I didn't logon to XDA and write a negative review about the situation. Nothing is guaranteed in life except taxes and death! Stuff you order on Amazon Prime - not guaranteed to get to you the next day. The game you purchased from GameStop or Best Buy - not guaranteed to get to you by the stated time and date. The phone you bought from OnePlus - not guaranteed to get to you by the date and time given. I think you missed the part where OnePlus halted sales of the OnePlus 3 due them not being able to meet demand - due to the devices popularity? Guys, please don't be phased by this account of "bad luck". What happened to this guys is not guaranteed to happen to you.
Sent from my ONEPLUS A3000 using XDA-Developers mobile app
speedyjay said:
At first, my phone took longer than stated but I didn't logon to XDA and write a negative review about the situation. Nothing is guaranteed in life except taxes and death! Stuff you order on Amazon Prime - not guaranteed to get to you the next day. The game you purchased from GameStop or Best Buy - not guaranteed to get to you by the stated time and date. The phone you bought from OnePlus - not guaranteed to get to you by the date and time given. I think you missed the part where OnePlus halted sales of the OnePlus 3 due them not being able to meet demand - due to the devices popularity? Guys, please don't be phased by this account of "bad luck". What happened to this guys is not guaranteed to happen to you.
Sent from my ONEPLUS A3000 using XDA-Developers mobile app
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The phone did not take longer, it never came since the 26/7. Actually, it was never packed but they just created a DHL ticket for pickup and that's it. I did not post this to inform people about OnePlus' lack of stock, but to share my experience with their Support deparment.
I had delays with products that i ordered from the Internet, but as soon as i contacted the company they handled it, like any company that respects their customers would. OnePlus support did not.
What i saw from their support department is keep the customer waiting. At least that what they showed me. It was not with 1 guy of their support, but with most of them, only 2 guys that i spoke with in live support actually came clear and i respect that.
The order was made before OnePlus came out in public and halt the sales, but that again plays no role as again I'm saying that my issue is not with their lack of stock, but with their lack of support and respect for their customers.
Was it bad luck? Yes. Will this happen to anyone else? Hope not. But in the case it happens and you need to contact their customer support, I feel bad for you.
genoxide said:
The phone did not take longer, it never came since the 26/7. Actually, it was never packed but they just created a DHL ticket for pickup and that's it. I did not post this to inform people about OnePlus' lack of stock, but to share my experience with their Support deparment.
I had delays with products that i ordered from the Internet, but as soon as i contacted the company they handled it, like any company that respects their customers would. OnePlus support did not.
What i saw from their support department is keep the customer waiting. At least that what they showed me. It was not with 1 guy of their support, but with most of them, only 2 guys that i spoke with in live support actually came clear and i respect that.
The order was made before OnePlus came out in public and halt the sales, but that again plays no role as again I'm saying that my issue is not with their lack of stock, but with their lack of support and respect for their customers.
Was it bad luck? Yes. Will this happen to anyone else? Hope not. But in the case it happens and you need to contact their customer support, I feel bad for you.
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Have you received your device?
Sent from my ONEPLUS A3000 using XDA-Developers mobile app
speedyjay said:
Have you received your device?
Sent from my ONEPLUS A3000 using XDA-Developers mobile app
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Nope. I opened a case with Paypal for a refund 4 days ago.
I still wouldn't go as far as to say that this is appalling service. It's just a classic case of bad luck. Not every company has made their millions abiding by the book. If companies didn't make mistakes, they'd definitely be something wrong.
Sent from my ONEPLUS A3000 using XDA-Developers mobile app
I placed an order on 11/1 and got my package on 11/7. When I opened the box and realize that the package was not for me, it's an order for someone else, I contacted customer support immediately through online chat. I had to open the box and took pictures to prove wrong items received. Then the customer support told me I have to make a request of replacement online and refused to help me open the case. I opened a RMA request and waited 2 days and nothing happened. This time I contact OnePlus through phone and I was told that I should not request RMA for replacement, this is logistics department problem. I also opened a PayPal dispute on 11/8 just in case OnePlus do not want to fix the issue. Nothing wrong right? You can't just trust people without protecting yourself.
So my case was transferred to OnePlus logistic team and my RMA request was closed. I submitted prove of pictures again and again and then the guy from logistic team told me they need 5-7 days to investigate the issue. I was upset because this is so stupid and totally wasting of my time. Anyway, OnePlus finally agreed to take the wrong package back and scheduled a pick up on 11/16. The returned package was delivered to warehouse on 11/19 and I remind the logistic team that package was delivered. I got an reply and said they are following up to get confirmation from warehouse.
Today, 11/21, I send an email again and ask if the confirmation was received. I got a reply and said they got the confirmation and they are ready to process a replacement in one condition - I WILL HAVE TO CANCEL MY PAYPAL DISPUTE FIRST. Seriously? The OnePlus got its phone back and then ask me to remove my own protection. Then OnePlus will ship a new phone to you. Will this time the phone be correct model? You will not know.
I know I can just request to get a refund and place a new order, it will be much more fast, but I see this as an opportunity to see how OnePlus run business. I also gave OnePlus 1 star review on OnePlus website few days ago, and my review never show up.
Again, phone is great, but the company is not really.
Its crappy you received the wrong package and its taken so long to get a replacement. However I would agree with oneplus that you need to cancel the dispute. You are not "removing your protection", but are agreeing with OnePlus that they are sending you a new phone and is making it right. So really there is no dispute needed. Your protection is still in place by opening new dispute if it came to that. I would be sure to document what is taking place if there is such a place when canceling the dispute.
PROtein20 said:
Its crappy you received the wrong package and its taken so long to get a replacement. However I would agree with oneplus that you need to cancel the dispute. You are not "removing your protection", but are agreeing with OnePlus that they are sending you a new phone and is making it right. So really there is no dispute needed. Your protection is still in place by opening new dispute if it came to that. I would be sure to document what is taking place if there is such a place when canceling the dispute.
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Agree completely. They're asking in good faith that you cancel the dispute so that they aren't scammed money. So as a good customer, you need to cancel that dispute.
I've returned a OnePlus 3T because it was chipped and they shipped me a new one. Same with my OnePlus 5T when battery was dying too fast they just sent me an replacement. So personally I've had good experience with them. So I guess everyone has there own experience.
I would like to explain about a situation that I had to go through with OnePlus customer service.
I got my new OnePlus 7 Pro around 3pm today. I excitedly opened the box and turned the phone on. I looked it over and saw something on the back. "What is that?" I thought. Inspecting it closer, I saw a ripple in the plastic foil that adheres to the glass back and gives the shimmery look. It wasn't a huge deal, but still a flaw, and I should have a flawless phone after shelling out 750 dollars.
Ok, I'll contact support.
I called them and spoke with someone that I suspect was in China. She stated that she was sorry for the inconvenience, but I could submit an RMA. Since it was within the 15 days, I should get an email soon with the shipping label and info. The whole process could take a couple of weeks though....sucks but ok, I should get the flawless device I paid for.
About 2 hours later I got an email from Acer whom I guess handles OnePlus's returns. There was not a shipping label. I figured I would contact chat support, surely they just forgot to attach the label.
Well over 45 mins later, they finally decipher what I'm asking for and tell me that OnePlus isn't going to pay for shipping back to them. What? Surely a mistake, right? They delivered a flawed product.
I decided to call. I either got the same exact lady that I had earlier when I called, or they all use the same name, I dont know. Anyways, I explained the situation, and again she assured me that I would not have to pay shipping back to them. She asked me to wait on hold and she would see what the deal is. Welp, 20 mins later she comes back on and says "we are sorry sir but because there is nothing wrong with the OTG cable, you will have to pay for shipping back to us." Ok what the heck, this is about a phone lady, I again gave her my info and she apologized and asked me to wait on hold. Another 15 mins later and she came back on and said, and I quote "I am so sorry sir, but Acer will not pay for shipping back to their service center." I'm like what, I'm talking to OnePlus, this is a OnePlus phone, I want them to pay for shipping back since they delivered a flawed product. "I'm sorry sir, Acer is who handles the returns and they will not pay."
So I asked her to change my RMA to a return instead of exchange. I'll be footing the bill to send the phone back and will never consider another OnePlus product again.
I'm posting this for those on the fence. Just know that if you ever have problems their customer service is a joke. Thank God I was within the 15 day window. The main reason I asked for them to change to a return instead of exchange was the whole time I was thinking....I'm within the window of return and this is how they treat me? What if the ffc goes out? The screen? I dont want to go through it again. Hope this info helps out others. Im sorry I don't get to be a part of this community. I could tell it was going to be a good one. Take care.
JLine05 said:
I would like to explain about a situation that I had to go through with OnePlus customer service.
I got my new OnePlus 7 Pro around 3pm today. I excitedly opened the box and turned the phone on. I looked it over and saw something on the back. "What is that?" I thought. Inspecting it closer, I saw a ripple in the plastic foil that adheres to the glass back and gives the shimmery look. It wasn't a huge deal, but still a flaw, and I should have a flawless phone after shelling out 750 dollars.
Ok, I'll contact support.
I called them and spoke with someone that I suspect was in China. She stated that she was sorry for the inconvenience, but I could submit an RMA. Since it was within the 15 days, I should get an email soon with the shipping label and info. The whole process could take a couple of weeks though....sucks but ok, I should get the flawless device I paid for.
About 2 hours later I got an email from Acer whom I guess handles OnePlus's returns. There was not a shipping label. I figured I would contact chat support, surely they just forgot to attach the label.
Well over 45 mins later, they finally decipher what I'm asking for and tell me that OnePlus isn't going to pay for shipping back to them. What? Surely a mistake, right? They delivered a flawed product.
I decided to call. I either got the same exact lady that I had earlier when I called, or they all use the same name, I dont know. Anyways, I explained the situation, and again she assured me that I would not have to pay shipping back to them. She asked me to wait on hold and she would see what the deal is. Welp, 20 mins later she comes back on and says "we are sorry sir but because there is nothing wrong with the OTG cable, you will have to pay for shipping back to us." Ok what the heck, this is about a phone lady, I again gave her my info and she apologized and asked me to wait on hold. Another 15 mins later and she came back on and said, and I quote "I am so sorry sir, but Acer will not pay for shipping back to their service center." I'm like what, I'm talking to OnePlus, this is a OnePlus phone, I want them to pay for shipping back since they delivered a flawed product. "I'm sorry sir, Acer is who handles the returns and they will not pay."
So I asked her to change my RMA to a return instead of exchange. I'll be footing the bill to send the phone back and will never consider another OnePlus product again.
I'm posting this for those on the fence. Just know that if you ever have problems their customer service is a joke. Thank God I was within the 15 day window. The main reason I asked for them to change to a return instead of exchange was the whole time I was thinking....I'm within the window of return and this is how they treat me? What if the ffc goes out? The screen? I dont want to go through it again. Hope this info helps out others. Im sorry I don't get to be a part of this community. I could tell it was going to be a good one. Take care.
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Do you have any pics? I would also be ticked off.
I would be upset too, but Apple and Samsung are going to have the same customer service too.
OnePlus stopped paying for return shipping couple of years ago.. if you have paid with PayPal, going can claim the return shipping with PayPal...
insomnia77 said:
Do you have any pics? I would also be ticked off.
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Now that I've cooled off, I'm weighing keeping it. On one hand I'm scared of dealing with support if anything mechanically malfunctions with the phone. On the other hand, I've been using Samsung for 8 years straight, and I miss having root and flashing roms.
I'm going to leave the first post the same though, because I think the frustration is warranted and others may be interested to know what it's like dealing with them.
I attached a picture of the defect, its incredibly minor....I wasn't sure that I was even going to contact them in the first place. But I kept saying man, you paid 750 for a new phone it should be without flaws...
I don't know, I'll see how I feel tomorrow.
Bradl79 said:
I would be upset too, but Apple and Samsung are going to have the same customer service too.
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Apple has stores you could take the phone and swap it, but I've never dealt with them.
I've dealt with Samsung for their appliances a few times and never had anything this bad. It's hard to even convey in writing how frustrating those several hours dealing with them were. That last call with the lady who mentioned the otg cable was maddening. That 45 minutes was seriously a total waste of time.
JLine05 said:
I would like to explain about a situation that I had to go through with OnePlus customer service.
I got my new OnePlus 7 Pro around 3pm today. I excitedly opened the box and turned the phone on. I looked it over and saw something on the back. "What is that?" I thought. Inspecting it closer, I saw a ripple in the plastic foil that adheres to the glass back and gives the shimmery look. It wasn't a huge deal, but still a flaw, and I should have a flawless phone after shelling out 750 dollars.
Ok, I'll contact support.
I called them and spoke with someone that I suspect was in China. She stated that she was sorry for the inconvenience, but I could submit an RMA. Since it was within the 15 days, I should get an email soon with the shipping label and info. The whole process could take a couple of weeks though....sucks but ok, I should get the flawless device I paid for.
About 2 hours later I got an email from Acer whom I guess handles OnePlus's returns. There was not a shipping label. I figured I would contact chat support, surely they just forgot to attach the label.
Well over 45 mins later, they finally decipher what I'm asking for and tell me that OnePlus isn't going to pay for shipping back to them. What? Surely a mistake, right? They delivered a flawed product.
I decided to call. I either got the same exact lady that I had earlier when I called, or they all use the same name, I dont know. Anyways, I explained the situation, and again she assured me that I would not have to pay shipping back to them. She asked me to wait on hold and she would see what the deal is. Welp, 20 mins later she comes back on and says "we are sorry sir but because there is nothing wrong with the OTG cable, you will have to pay for shipping back to us." Ok what the heck, this is about a phone lady, I again gave her my info and she apologized and asked me to wait on hold. Another 15 mins later and she came back on and said, and I quote "I am so sorry sir, but Acer will not pay for shipping back to their service center." I'm like what, I'm talking to OnePlus, this is a OnePlus phone, I want them to pay for shipping back since they delivered a flawed product. "I'm sorry sir, Acer is who handles the returns and they will not pay."
So I asked her to change my RMA to a return instead of exchange. I'll be footing the bill to send the phone back and will never consider another OnePlus product again.
I'm posting this for those on the fence. Just know that if you ever have problems their customer service is a joke. Thank God I was within the 15 day window. The main reason I asked for them to change to a return instead of exchange was the whole time I was thinking....I'm within the window of return and this is how they treat me? What if the ffc goes out? The screen? I dont want to go through it again. Hope this info helps out others. Im sorry I don't get to be a part of this community. I could tell it was going to be a good one. Take care.
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JLine05 said:
Now that I've cooled off, I'm weighing keeping it. On one hand I'm scared of dealing with support if anything mechanically malfunctions with the phone. On the other hand, I've been using Samsung for 8 years straight, and I miss having root and flashing roms.
I'm going to leave the first post the same though, because I think the frustration is warranted and others may be interested to know what it's like dealing with them.
I attached a picture of the defect, its incredibly minor....I wasn't sure that I was even going to contact them in the first place. But I kept saying man, you paid 750 for a new phone it should be without flaws...
I don't know, I'll see how I feel tomorrow.
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I cant believe they dont pay return shipping for something that is clearly a defect. I've returned things to Samsung and given a return label hassle free.
Why did you phone, you should have used the site :
https://www.oneplus.com/uk/support/contact?from=foot
I'm pretty sure the chat agents are in OnePlus and would be much more accommodating.
The most recommended RMA process is to raise a support ticket, then make a post on the OnePlus forum and mention one of the mods who can have someone look at it for you, if it's especially egregious like this issue is then you should get a satisfactory outcome using that method.
Also the reason why buying it from a store is usually better, you can then just take it straight back to that store. Online sales are always inherently more difficult for support.
Hey, man. sorry about your experience. I'm the same way with regards to wanting a flawless device. If there isn't a restocking fee, i would just say to return and buy another one (if theyre unwilling to RMA). It's lame to have to pay return shipping, but this way you can at least save your "RMA karma" for if you really need it. Either way, if you're not happy with it, don't just settle...no pun intended lol
JLine05 said:
Now that I've cooled off, I'm weighing keeping it. On one hand I'm scared of dealing with support if anything mechanically malfunctions with the phone. On the other hand, I've been using Samsung for 8 years straight, and I miss having root and flashing roms.
I'm going to leave the first post the same though, because I think the frustration is warranted and others may be interested to know what it's like dealing with them.
I attached a picture of the defect, its incredibly minor....I wasn't sure that I was even going to contact them in the first place. But I kept saying man, you paid 750 for a new phone it should be without flaws...
I don't know, I'll see how I feel tomorrow.
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djsubterrain said:
Why did you phone, you should have used the site :
https://www.oneplus.com/uk/support/contact?from=foot
I'm pretty sure the chat agents are in OnePlus and would be much more accommodating.
The most recommended RMA process is to raise a support ticket, then make a post on the OnePlus forum and mention one of the mods who can have someone look at it for you, if it's especially egregious like this issue is then you should get a satisfactory outcome using that method.
Also the reason why buying it from a store is usually better, you can then just take it straight back to that store. Online sales are always inherently more difficult for support.
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Using that link in USA redirects you to the site I used. Also, the reps I spoke with were OnePlus reps (though not very good ones).
And we cannot purchase from a store here unless we are Tmobile customers. Tmobile requires you to sign up for service if you buy the phone from them.
As far as the method you mentioned about visiting the forums, you may have a point there, but how is that to be known by a new customer? I think it's a good contribution for other users that may be looking this topic up later, so I appreciate it!
I am located in Germany so my experience would probably differ and I don't know what other options and resellers there are in the US.
However, I have ordered my phone to Amazon and there the shipping date is may 31st from the beginning. I know I will have to wait longer, but I just love their service. 30 day return period and I only have to deal with them once there is something wrong with the device. I have been reading horrible stories about oneplus customer support and your case would upset me as well. I honestly wouldn't keep it after spending that much money and send it back. (I will would still get a new one). Being forced to pay anything extra is outrages though.
Luckily, I never had to do any rma with my older oneplus phones yet and I am getting a new one every year. Still, I will stick with Amazon, just in case.
JLine05 said:
Using that link in USA redirects you to the site I used. Also, the reps I spoke with were OnePlus reps (though not very good ones).
And we cannot purchase from a store here unless we are Tmobile customers. Tmobile requires you to sign up for service if you buy the phone from them.
As far as the method you mentioned about visiting the forums, you may have a point there, but how is that to be known by a new customer? I think it's a good contribution for other users that may be looking this topic up later, so I appreciate it!
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No problem, hope you get a satisfactory outcome and sorry your first experience with OnePlus has been soured like this.
Thanks everyone. I've decided that I am going to send it back. I may buy another one, I haven't quite decided that yet. I wish Amazon US had it
Bradl79 said:
I would be upset too, but Apple and Samsung are going to have the same customer service too.
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I had a great experience with Samsung with my wife's phone. Phone was still under warranty and they took care of it right away. They paid shipping both ways and got the new phone in less than 8 days. I have not had any experience with OnePLus customer service but I am not surprised with the experience OP had. I have OP6 and thankfully it runs flawless. When I purchased OP6, it was at least $200 cheaper than comparable flagship phones from well-known manufacturers. In order to sell quality phones at a razor thin margins, usually they cut corners with customer service/after-sales service. I hope OP gets the refund in a timely fashion.
I was being sarcastic, With customer service it's all one of the same though, one person can have a great experience and others not so much like this poor fellow, I used to work for att customer relations and heard horror stories similar to this and some worse, also heard great things for both Samsung, crApple, LG and some not so good. It is really in all who u get, if ur not happy just hang up and move on, BC it could be that person's manager or team lead who does not want to do anything for anyone, there were some like me who would try to help as much as possible, again it comes down to the manager, team leader, call center manager or above. I hope u can get it resolved to ur satisfaction. Just RMA it
I'm in the UK, had to send back a OnePlus 5. Free shipping, got it back within 4 days. Think it went to the Czech Republic. Was about a year ago.
Sound awful your experience though
Hey, Hey XDA World!!!
As some of you who utilize Amazon may know, there has been a huge problem with companies who pay for fake reviews to elevate their sales. IMHO, Amazon has been fully aware of the problem. My main concern is that when ANY sort of discussion comes up about this on the Seller Forums, they shut it down with the claim that 'they're looking into it' or 'we forwarded your concerns to the appropriate team'. This is my reason for opening the thread here on XDA-Dev, so people may discuss it without being censored by the Corporate Overlords who, by the way, took away Seller's ability to call Amazon for immediate support. They make us rely on ONLY the forums.
Another big problem Amazon Seller Support uses this response with is the old "A-Z Refund Scam" where someone will purchase a high-dollar item, claim it arrived broken and return something not resembling the originally purchased product, which in one case a scammer bought a top-end gaming laptop, made an a-z refund claim saying it was broken and proceeded to box up and send dog s**t to the seller.
One pissed off seller made a topic post yesterday and Amazon closed it just 7 hours ago.. "It was a lively discussion".. :good: Here's the topic post: https://sellercentral.amazon.com/fo...ent-to-gain-traction-to-this-issue/560288/128
As an Amazon Seller, it is frightening to see Amazon allowing this and other worse types of abuse to continue. What are your thoughts on this?
Potato? :silly:
Deaddpool said:
Potato? :silly:
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My thoughts exactly lol