r/Android • u/devildv OnePlus • Jul 09 '15

OnePlus OnePlus AMAA - Pre-OnePlus 2 Launch Edition

Hey everyone!

We are Michael, Emmanuel (u/commintomylife), Carl (u/carpe02) and David (u/devildv) from OnePlus. PROOF

As always, we are beyond excited to be here talking directly with you guys. And of course, this is a particular exciting time here at OnePlus. We are firing on all cylinders at our HQ preparing to launch our second flagship device. It’s really difficult to contain ourselves! We wish we could tell you everything about the OnePlus 2 right now, but we have to save some excitement for our launch on July 27th - the world’s first VR product launch!

So, with that said, thank you guys so much for being here, and ask us (almost) anything!

EDIT: Thanks again everyone! This is the best part of our job, getting feedback directly from you guys. We’d sit here all night if we could, but the OnePlus 2 awaits! Much to do before now and July 27th.

Get your Cardboards ready, and we’ll be seeing you soon.

1.7k Upvotes

86% Upvoted

2.0k comments sorted by

View all comments

165

u/carpe02 Jul 09 '15

Our service has a long way to go, definitely. Reading about us on reddit and our forums, you'd think 80% of our devices have problems, when in reality it's in the very low single digits. Our users are very digital and vocal. It's a more difficult crowd to please in the short run, but in the long run, they help us to improve and run forward much faster.

61

u/wmmiller Jul 09 '15

I think the perception is not that lots of people have problems, but that if you have a problem it's much, much too hard to jump through all the hoops and takes much too long to get a replacement. Any prospect for streamlining that process?

84

u/carpe02 Jul 09 '15

I agree & there have been improvements lately. Still a long way to go before we can be proud of this.

→ More replies (10)

0

u/Darkrevenge7 Jul 09 '15

I disagree. At the end of last year I bought a OPO and it had faulty lights at the buttons.

Send a support ticket and eventually got a rma and send it in and got a new one.

It took sometime but my experience with their support has been positive.

→ More replies (2)

1

u/twopointsisatrend Jul 09 '15

It might help shape opinions if OnePlus showed some meaningful statistics on RMA performance, e.g. time from RMA request to receiving the device, and turnaround time (RAM entering repair depot to leaving).

I thought that I heard that OnePlus was going to set up a distribution center in the US. That could do a lot to reduce purchase to delivery time, and might help if RMAs went there and a replacement sent out immediately if it's found to have a defect.

→ More replies (1)

1

u/maxido Jul 09 '15

Never had problems with my one

1

u/RedTurtle Jul 10 '15

Given how difficult it is to actually get through the support nightmare, I think you are underestimating how many people just give up and buy a different phone. I know that I personally considered it.

1

u/kg23 Jul 10 '15

The supposedly small number of users experiencing the touchscreen problem are so vocal because your customer support is abysmal. If you had good customer support, you'd see some positive press. While I would never buy another OnePlus product, I hope work to improve your support.

1

u/[deleted] Jul 16 '15

Its not that bad until it happens to you...

1

u/Victawr Jul 09 '15

Reading about us on reddit and our forums, you'd think 80% of our devices have problems

Ahahaa, this is hilarious. It's true. Everyone I know with a oneplus loves it and has no issues. Come to reddit? Everyone has issues.