OnePlus nightmare, please help

theonlywayisup

I've had a quick look at their site. They have a UK telephone number but I cannot find an address anywhere. Although they do make reference to EU legislation they don't say where they are (not that I can see) which is a fundamental rule with UK companies and online selling.

What about the address you sent the phone to?

agrinnall

The OnePlus UK Terms of Sale state the the seller is based in Hong Kong, but they also make reference to the CRA 2015.

https://oneplus.net/uk/privacy-and-legal

There is an address here for OnePlus Telecom Ltd. but it's not clear whether this is the same company.

http://www.bizdb.co.uk/company/oneplus-telecom-ltd-08900307/

theonlywayisup

agrinnall wrote: »

The OnePlus UK Terms of Sale state the the seller is based in Hong Kong, but they also make reference to the CRA 2015.

https://oneplus.net/uk/privacy-and-legal

There is an address here for OnePlus Telecom Ltd. but it's not clear whether this is the same company.

http://www.bizdb.co.uk/company/oneplus-telecom-ltd-08900307/

I missed the Hong Kong reference, quite well hidden.

kieraowl

Thank you so much for helping me! I am not very well at the moment, and this is very stressful and I am very moved by your generosity in taking the time.

It says 'OnePlus phones purchased on oneplus.net come with a 2 year limited warranty, in compliance with EU consumer laws, starting from the date of delivery'. Does that mean they are bound by EU regs?

I have had a look on Twitter and there are loads of people with miserable customer service experience with this company. I have started a Twitter handle to collate them all to put pressure on OnePlus to make changes, not just for me but for all of those who are upset and out of pocket.

I hope to get in touch with some UK consumer journos to see if they will cover them.

theonlywayisup

kieraowl wrote: »

Thank you so much for helping me! I am not very well at the moment, and this is very stressful and I am very moved by your generosity in taking the time.

It says 'OnePlus phones purchased on oneplus.net come with a 2 year limited warranty, in compliance with EU consumer laws, starting from the date of delivery'. Does that mean they are bound by EU regs?

I have had a look on Twitter and there are loads of people with miserable customer service experience with this company. I have started a Twitter handle to collate them all to put pressure on OnePlus to make changes, not just for me but for all of those who are upset and out of pocket.

I hope to get in touch with some UK consumer journos to see if they will cover them.

They say they offer a 2 year warranty, but a warranty can be anything they want it to be. If they say they also comply with EU consumer laws then we are back to you disputing their claim and proving yourself that the fault in an inherent one. During the first 6 months it is up to them to prove it isn't an inherent fault, because they have cited water damage, it really falls back to you to dispute their claim.

I assume the phone is still with the German repairers? What have they said about returning it? Are there any guides online that may help you make a repair or could you try a local repair store?

kieraowl

They are demanding payment of £167 to fix it. I imagine I could get them to return it and then take it to an independent repairer?

I am highly suspicious, having found out that I'm not the only one with this problem and knowing for a fact that it hasn't been wet. My husband and I are pretty straight up when we have problems - and we would simply buy a new phone if this were our fault (we recently did break another piece of tech we own - our fault - and we bought a new one. Wouldn't dream of trying to con a manufacturer). I strongly suspect something that verges on a scam here, which is why I want to take it on.

JJ_Egan

As above the EU regs do not cover user damage . The water indicators triggered is very common on many brands of phone . Always the customer says i did not get it wet and that's why they put the indicators in .

[Deleted User]

kieraowl wrote: »

I think OnePlus have installed a sensor that triggers when exposed to normal atmospheric levels of water, such as you would find in an ordinary domestic house.

Such "conspiracy theories" won't help you get a working 'phone, I'm afraid. Put such unlikely suspicions you may have away and concentrate on the job at hand.

If you don't want to pay them £167 to fix the 'phone, you'll need to have it returned to you and then arrange for an independent inspection paid for out of your own pocket. If the inspection finds an inherent fault rather than water damage, you'll be entitled to the cost of the inspection and a repair.

I can't see any other way forward for you other than to see if you can get a cheaper repair at a service agent local to you.

theonlywayisup

The only other consideration, you may get the phone back, pay for a report and prove your case for the company to totally ignore you. They are in Hong Kong and getting them to comply with their own terms regarding honouring EU regs might be tricky.

[Deleted User]

theonlywayisup wrote: »

They are in Hong Kong and getting them to comply with their own terms regarding honouring EU regs might be tricky.

There are posts about such failures from foreign sellers all the time on here. Buyer beware; if the deals seem too good to be true they usually are!