Review OnePlus 7 Pro warranty challenge and bad customer service

[Mushroomweb]

Potential OnePlus Customer alert: The camera did not pop up and this phone literally died on the 19th day of purchased. Repair center claimed that the phone had "water damage" and refused to fix or replace. They want to charge $382.08 to repair the phone! This phone was not near any water when we had it but they blamed it on the customer to avoid the repair cost. We suspect that they shipped out a defective item because the package was not sealed. After going back and forth for a month... The last reply from them said customer "should" have reported that (not sealed) in the first place knowing that we would report our issues with them to social media, BBB, consumer agencies, etc... This is the first time we ordered any OnePlus product, how do we know what it should look like?! Plus, how it becomes customer's responsibility for a defective phone sent out?!
We own different phones from other major companies such as HTC, Sony, LG, Google, etc. , none of them had problem like this or refused to honor their warranty when we had issues with their phones. I am writing this to let potential buyers know how poorly and ineffectively OnePlus handles their customer's issues.

 

[hang-the-9]

If you get something that was not sealed, that shows that it was not new. Was the phone packaged like new with plastic protector on it? You did not do a return to where you bought it from? Most places have a return policy form them not just from the company that made the product.

They have no way of knowing how you got the phone or what happened to it before it was reported as bad. There is almost always a strip that changes color when the phone is around moisture, also they can check for other clear signs of water damage. I have not run into a place that fakes that to get you to pay for the repair yet.

 

[Mushroomweb]

If you get something that was not sealed, that shows that it was not new. Was the phone packaged like new with plastic protector on it? You did not do a return to where you bought it from? Most places have a return policy form them not just from the company that made the product.

They have no way of knowing how you got the phone or what happened to it before it was reported as bad. There is almost always a strip that changes color when the phone is around moisture, also they can check for other clear signs of water damage. I have not run into a place that fakes that to get you to pay for the repair yet.

We bought the phone from the OnePlus website directly. Their customer service is in Philipine and there is no supervisor to speak with. That means there is no authority figure to make individual executive decision. The repair center actually is Acer Service Corp. in Texas. Recently, they sent another email to ask for the repair cost but will waive the labor cost; however, the email did not disclose the exact costs for any of those... It's just too time cosuming and too much to deal with something seems so simple with OnePlus. The fact is we spent the full price ($699) for the new phone but it only worked for 19 days plus wasted over a month and still no working phone in hand unless we will pay extra hundreds!

We are working with our credit card company, have filed a complaint with BBB and reported to FTC. Both credit card company and BBS agreed with us and accepted our complaints. We are writing this review to warn other future buyers so they don't need to go through this. Besides fancy features, reliability, customer service and company practices should be carefully considered when it comes to choosing the right phone or any devices... Otherwise, you will end up with an expensive fancy looking paperweight!