Okay. So I thought the post office lost my RMA'd device because USPS tracking showed that it had been in the same location for nearly two weeks, but after calling Google Support they confirmed that they received my device a week ago. Which brings my two questions:
1. Wouldn't Google have sent me an email saying they received my device? I was worried that the RMA was going to expire because of the brilliant USPS, and the specialist just casually mentions they got it a week ago.
2. How long does it take to process a replacement device? If they received it a week ago, wouldn't they have shipped it out by now?
Obviously, I know you guys aren't Google, so you won't have all the answers. I just wanted some answers from people who went through the process already to make sure I'm not overreacting or something.
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i think i have to RMA my oneplus one for a hardware issue with the display being stuck on inverted colors. so i filed a support ticket on the oneplus site a few days ago, and i still haven't received a response, only an email acknowledging they got the ticket, nor can i even find the ticket i submitted anywhere in my account. i know they ask for patience, but i've been told they get about 2k support tickets a day, and that some people have waited a month for a reply. is this really true??? do i have to wait a month for them to even respond with initial tech support?? or what if i reply to their email to update the support ticket and request a RMA to exchange the phone or fix the display? will i have to wait an entire month for them to acknowledge my request to put in a RMA, and then even longer after that to do the actual warranty exchange/repair?
eudemonics said:
i think i have to RMA my oneplus one for a hardware issue with the display being stuck on inverted colors. so i filed a support ticket on the oneplus site a few days ago, and i still haven't received a response, only an email acknowledging they got the ticket, nor can i even find the ticket i submitted anywhere in my account. i know they ask for patience, but i've been told they get about 2k support tickets a day, and that some people have waited a month for a reply. is this really true??? do i have to wait a month for them to even respond with initial tech support?? or what if i reply to their email to update the support ticket and request a RMA to exchange the phone or fix the display? will i have to wait an entire month for them to acknowledge my request to put in a RMA, and then even longer after that to do the actual warranty exchange/repair?
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Contact Paypal I had the same issue and no response even after 3 emails in a week. If they don't respond to Paypal within 7 days they issue you a full refund and you keep the phone that is what I was told by Paypal.
Normally your answer on your ticket within 10 days... I m also in the procedure for rma. After they answer the first time,it's going faster. I've waited 10 days for an answer and after 3 days later my phone was picked up by TNT. 3 days later it was in Hong Kong... Now I wait for the new one. Since the rma was approved,I saw an new order in my account....
Succes !! It takes much too long...but that's the risk...
Sent from my HTC One X+ using XDA Free mobile app
thanks for the responses. yeah, i think i'm going to file a claim with paypal, and hopefully they come through in a more timely fashion. the overwhelming amount of RMA's and support tickets really doesn't bode well for them as a startup. it's rather disappointing because i've been fighting for them to succeed for months, even after all those terrible invite contest ideas. now i'm running out of excuses for them...
I purchased the OnePlus One Sandstone Black 64 GB directly from oneplus.net after I finally received an invitation on January 09, 2015. I've been playing with it since I received it in the middle of the next week, but have not put in a SIM card. Currently, I'm using with my S5 for a little while longer with t-mobile.
I was looking tonight at different options and used the cricket website to test the IMEI/ESN number for this phone. It came back as blocked. I also used swappa.com and sure enough it's blocked
What in the world can I do?? I tried to post to the oneplus page but don't have enough responses yet. After reading all of the horror stories about their customer service, and since it has been over 14 days, I can only imagine the worst. I will call my credit union and see if I can dispute the charges since I was shipped an unusable (at least I think) phone and certainly hope I won't be expected to pay $349 for something I can't use.
Any help, suggestions, or ideas about what I can do in this situation will be greatly appreciated! Also, has this happened to anyone else?
Thanks!
I'd suggest you open an RMA request with OnePlus, as well as a PayPal dispute. Do the PayPal dispute first so that you can quote a reference number for the case when you request an RMA from OnePlus, they usually are more responsive when there's PayPal dispute involved.
Transmitted via Bacon
Timmaaa,
Thanks for the idea of including the paypal dispute information, that is a great idea! I've added it in my ticket with oneplus and we'll see what happens next.
I did receive a response to the oneplus ticket that I opened last night. Basically in my ticket I was letting them know that I wanted to exchange my phone for one that is not blocked and one that I can actually use. (in re-reading it I may not have been clear enough on what I wanted though, so I was much more specific in my follow up). This was their response:
Hi Scott,
We're sorry that you no longer wish to keep your purchase. Unfortunately, we are only able to process devices or unopened accessory return requests made within 14 days of delivery, in accordance with our Return Policy (http://oneplus.net/privacy-and-legal#returnpolicy). Thank you for your understanding.
Best regards,
Gail​
--Sheesh, that isn't what I said at all
Just reply again, making sure that you're very clear about it being a defective unit.
Transmitted via Bacon
Well, things went from broken to working really quickly. I explained to OP in better detail exactly what was happening and gave them my paypal dispute id. They wrote back to ask me for screen shots showing it was a blocked IMEI/ESN number. This morning when I went back to swappa and cricket the numbers were no longer blocked and showed clear and ready to go.
My best guess is that the blacklist database was having issues last weekend and gave a false report on my phone. I doubt that OP had a chance to fix the issue (I really don't know though I suppose they might have).
Anyway, this ended up with me apologizing to OP, and learning a lesson to wait a few days before jumping off the deep-end when something like this happens. In my defense though, spending $349 on a phone that was blocked was a hard pill to swallow
Timmaaa, thanks again for your help!
Scott
Glad you managed to get it resolved....... Enjoy your OnePlus One
I decided about a month ago I was going to get a new phone, and was looking for good specs but low price without signing a contract (AT&T) is my carrier. I just got a Samsung Galaxy S5 from them in December, but it was only 16gb and locked up tighter than fort knox. So, after 2 months of struggling to operate within 16gb of memory, I decided I wanted something better.
So, I searched around and found the Oneplus. However this was fraught with getting an invite from someone. So, I created an account on their site, store and forums. Then looked around a bit, but asked for nothing. This was mid January, and after looking around I decided i needed to wait until now to get one. So I never looked back. Well, the morning of the day I was going to get serious, I got an invite direct from oneplus, without ever asking for it. So I went ahead and ordered it.
Just wondering if this is a rare occurance , or does oneplus eventually just give everyone an invite after a month or so?
Everyone just eventually gets an invite, they're not reading your mind. There's no timeframe on it though, they dispense invites to coincide with their manufacturing capability.
Transmitted via Bacon
I signed up around after black friday and received 2 invitations since then. I never used them though so I guess they didn't send anymore. That was over a month ago.
I see, so everyone does get an invite at some point. That means that many of the people running around pleading for an invite when they "claim" to have been waiting for months and not gotten one yet means they are being less than honest with the rest of the forum members.
Heya, I need some advice regarding issue I'm facing right now.
I bought Google Pixel back in december, but unfortunately vibrator stopped working on 3rd week. I bought device from the carphone warehouse (London,UK). I went to them and told them about this they said me that they can only help if device is in 14 days period, after that warranty goes straight to google and you need to contact them to get it replaced.
Now here the magic happens
I called google on 3rd January regarding this, they told me to send back faulty device which i did on 7th of January. They have dispatched my new device on 19th of January but sadly because of the uneducated (not trained) support team they shipped it to wrong address. They told me that I have to wait till they get the device back, so I contacted shipping company and explained the situation to them and they returned the device to warehouse where it came from and they also have sent me the copy of all transits. Now since then my device is still stuck in same process as they have some technical glitch in their system they cant send me back my old device or neither replacement device. I'm chasing them since 4 months now but no one is helping me out. Every-time I get the same answer that our specialist are working on the issue and thank you for being patient. In march I moved to my home country ( Pixel is officially launched in my country ), now there is no way I can sue them over legal way as I'm not in same country (I guess) and I lost the device as well. I have almost hundreds of email regarding try to resolve the issue but they just don't give sh*t about customer. I have paid full amount in cash and right now I have nothing but just emails full with apologize .
Its a shame for google to unable to fix a simple shipping issue since 4 months. I have been told that all the experts are working on my case but who cares. How can they became expert if they cant fix single issue in 4 months. I have talk about this issue on multiple site but no answer from anywhere. For google it just a matter of dispatching new device to me and resolve the issue later as I have submitted my old device but no Luck.
I have been ripped off by google over my pixel device.
Its a Google USA support team who is handling my issue right now.
Any suggestion will be appreciated. If you can tag the person who can help or can rise the issue on XDATV for just a few seconds will be very very helpful.
Have you been on the phone instead of email. Explain situation to get escalated to management.
Try the Pixel user community at productforums.google.com. What have they been saying other than thanks for being patient? You need to speak to someone directly, phone or live chat would be great but I'm not sure they have it. Good luck anyway, I hope it gets resolved.
I am not complaining in this post, I just wanted to see how everyone else was doing in getting their phone.
I ordered my phone on PDA Plaza.
I pre-ordered well before the Release Date (Jan 18.)
On the Product Page, it says "Ships within 10-15 business days after purchase". It has now passed 15 days.
I contacted support and waiting a response.
It has been almost a Month since i pre-ordered, and not a single email from PDA Plaza to update me on anything, even if its delayed.
I am starting to think perhaps a Refund is in order, and maybe look somewhere else.
If you've received your device, where are you Located? where did you Order from?
thanks
That's just bad customer service! Hate that. Hate giving my money to companies like this. Keep us updated
Cancelled my order with them, and ordered from vopmart instead
karkid1 said:
Cancelled my order with them, and ordered from vopmart instead
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thanks for your reply.
i will check out vopmart.
_sC said:
thanks for your reply.
i will check out vopmart.
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seems like Chinese New Year right now no one will be shipping until next week earliest vopmart says orders will be processed On the 10th I think. I'm getting tired of trying to obtain this phone thinking I might just keep my mate x2 collectors edition since gms and push notifications fully work anyway
Hello,
I just want to ask how's everyone's order doing? I have placed an order on PDA plaza last January 28 and have yet to receive a tracking number for the order. I am in contact with customer service via email but they just keep promising that they expect to receive and ship the order after every week with different reasons; i.e. Chipset Shortages, Ukraine-Russian war (really?). At this point im beginning to tire in waiting and getting more anxious that i may have been scammed.
Anyone here who can share their experience with them?
Thanks.
Just placed my order today with PDAPlaza, product description said Ships within 20-25 business days after purchase, hoping to get it by this date, will keep everyone posted.
Could not speak more highly of Trinity: https://trinityelectronic.boutir.com/ Ordered, shipped and received in 7 days.
rocky272727 said:
Just placed my order today with PDAPlaza, product description said Ships within 20-25 business days after purchase, hoping to get it by this date, will keep everyone posted.
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So, it is now almost 28 business days and no news. PDAPlaza mentioned that they should get it by tomorrow and will ship the same day, I don't think so. Placed order cancellation request.
I ordered mine (magic vs ) from alibaba and got it in 5 days.