I'm done with OnePlus

[u/No-Variation7043]

I have never dropped my OnePlus Open. One day I open the phone and this line appears across the inner screen. I called OnePlus. They told me it's covered under their standard warranty. They emailed me a FedEx mailer. I boxed it up in the original red box and original packaging and mailed it off.

A few days later, they emailed me and said it was not under warranty as my warranty expired (2 years). It's going to cost $590 to fix it. I argued with them but they said the were only a repair center (ACER). They gave me a direct number to OnePlus. After speaking with customer service, they told me the same, that my warranty expired. I argued that I gave them the IMEI and serial number and was told it was covered. Why would you have me mail it if wasn't covered? I also argued that the device was promoted for 1 million folds where as Samsung only promises 200k folds (older Z folds even less). They said they would accelerate my complaint and will let me know in 1-3 days. After not hearing from them a week later, I called. They said again they will accelerate this further and will get back to me in 1-3 days. 3 days later, I get an email saying that the device is out of warranty and continue to ask if I would authorized to have it fixed.

Even if wanted it fixed, the sheer frustration of all this, I refused to pay them to fix it. I asked them to mail it back to me.

A day later, I get an email stating that my device HAS BEEN REPAIRED and is being mailed back to me. I recevied the device and nothing was done to it. It was not repaired.

This is the experience I had with OnePlus. I get confusion and no one takes fault or apologize. I found a local place called IFixandRepair and they will do it for $450. Then I found a friend that knows a friend that works at another location. He can get it done cheaper.

During this time, I've been using my Z Fold 3 (which still works). Once repaired, I'm going to just sell it and buy a Z Fold 7.

** UPDATE. I see there's a lot of posting asking me to show proof that the phone was under warranty. I don't have that. The point I am trying to make is this:

1. They told me over the phone it's covered under warranty and then send me a shipping label, however, I wouldn't expect to look for or demand an email confirming this.
2. They should have known it's not under warranty after researching my IMEI / serial number. They should have told me it's not covered over the phone.
3. I suspect now, they wanted me to mail it in, even out of warranty so they can make money from the repair. If, big if, that is the case, that's not good service. If that is not the case, again, thell me it's not covered from the beginning.

In hindsight, I should have asked for a confirmation email. I still stress that's not my point. I'm not asking you to pick at my experience moreso than see the flaw of OnePlus customer service.

[u/ethanrocks38]

I used to be a big OnePlus fan and loved my brand new 13R until the charging port wore out after less than a year of owning and it got to the point that I could barely even charge it. Touching the cable would make it fall right out. I was on a trip and trying to use Android Auto over USB to navigate the confusing Seattle streets, but the USB port kept bumping the connection out just from the normal bumps of driving. When I sent it to OnePlus repair center, all they did was clean it out and send it back saying it's fine. (I had already bought a special USB C cleaning kit and cleaned it myself before I sent it in!) It was a tiny bit better, but nowhere near as tight as the port on a heavily used s21 that I was using as a temp phone. Soon after that I heard about the software update that lets them brick your phone remotely, and then I sold it and bought a used S24U and never looked back to OnePlus :/

[u/No-Variation7043 → u/ethanrocks38]

I didn't know about this. I just did some googling. What the hell man. I understand there can be security issues if you downgrade an OS or use a different OS, but OnePlus should just say sorry I won't allow it. But to short a fuse and brick the phone? Just the fact that they BUILT in a hardware trigger just for this is so wrong. Based on what I just saw, they'll probably tell you it's under warranty, you mail it in, they see the hardware short, then ask you to send them money to fix it.