OnePlus nightmare, please help

kieraowl

Oh, and I read a LOT of reviews before purchasing this phone. I bought it precisely BECAUSE it represented great value for money in terms of the technical specification.

What none of those reviews tell you, however - and this is a really important part of the consumer experience- is that customer service is absolutely the worst. It's the one thing that isn't really tested with any rigour by Cnet, TechRadar, the PC magazines, or any other tech site. And it should be factored in.

fleshandbone

Should have got an IPhone

theonlywayisup

kieraowl wrote: »

Egan - my problem isn't just with the water issue. It's with the quality of customer service generally. Seriously, have you tried calling them? It's hard even to get the call to connect.

The difficulty is, customer service isn't free. Firms with good CS have to invest in staff and training. Those costs are ultimately filtered into the product and the consumer pays more. Bypass this and get a bargain from a HK or Chinese company and you know that the CS will be non existent - a bit like a guarantee.

kieraowl

But cheap doesn't necessarily mean bad customer service. Lots of things are cheap that have decent service, rights and guarantees. I have bought a lot of furniture from Ikea, and not had a problem, for example.

I think many people absolutely do NOT know that they are going to get terrible service when the phone goes wrong. It does not say on the OnePlus website 'useless warranty because there is no support'.

I think people expect a decent standard of service - quite rightly - and are surprised when it is not offered.

kieraowl

(If the deal is "this is cheap because customer service is the worst consumer experience you will ever have" they ought to be upfront about that).

theonlywayisup

kieraowl wrote: »

But cheap doesn't necessarily mean bad customer service. Lots of things are cheap that have decent service, rights and guarantees. I have bought a lot of furniture from Ikea, and not had a problem, for example.

I think many people absolutely do NOT know that they are going to get terrible service when the phone goes wrong. It does not say on the OnePlus website 'useless warranty because there is no support'.

I think people expect a decent standard of service - quite rightly - and are surprised when it is not offered.

I did not say cheap = bad CS.

I don't know why you are selecting bits of posts here.

I said if you go to HK or China, then you are forgoing any customer service.

pulliptears

fleshandbone wrote: »

Should have got an IPhone

Please point me in the direction of a dual sim iPhone.
(and by that I mean real dual sim that can take calls from both without having to swap inputs like the aftermarket iphone adapters)

powerful_Rogue

fleshandbone wrote: »

Should have got an IPhone

Because this has never happened to an iPhone before......Oh wait

https://www.youtube.com/watch?v=MFN6nIxAQe8

indesisiv

kieraowl wrote: »

Oh, and I read a LOT of reviews before purchasing this phone. I bought it precisely BECAUSE it represented great value for money in terms of the technical specification.

What none of those reviews tell you, however - and this is a really important part of the consumer experience- is that customer service is absolutely the worst. It's the one thing that isn't really tested with any rigour by Cnet, TechRadar, the PC magazines, or any other tech site. And it should be factored in.

When they first set up the company there were issues with the first phones. I returned my first and second phone to them. The CS was fantastic both times.
Incidentally my one plus one is now well over 2 years old and still going great guns.

I dealt with CS for my friends One Plus 2 and again the CS was one of the better ones I have dealt with.

Seriously try and deal with vodaphone if you want crap CS.

If you look at most people who have issues with repairs on ANY phone it is normally that the water indicator has been tripped and they are saying it didn't get wet. Seems like a common thing with all phones.

I can honestly say that I would buy another one plus phone as they have been excellent for me.

BadBehaviour

I'm pretty sure if it had been in water there would be corrosion inside so it would be easy to check.

They probably just saw the water damage indicators red and concluded it has been dropped in water.

If you want, you could get an engineer to open it and verify that it has no corrosion that proves water has entered into the device and damaged it and give the report to the company and see if they then turn around.

Mind you, apparently even just a bit of condensation could cause the indicators to turn red. It could have happened while using it in the kitchen in the middle of cooking. This is not water damage though.