OnePlus India — Nord Ce2 5g

Case Id:[protected]
By going with oneplus good reputation and good reviews about the brand I decided to purchase the newly launched model Oneplus Nord CE2 5G in March-2022. I didn’t know that this would turn out to be a nightmare for me.
The problems started just after one month and I started having difficulty in making and receiving calls (The most basic feature of a cell phone). The ongoing call would blank (stopped hearing voice) for 20-30 seconds and it call would get disconnected automatically. Initially, I thought it must be due to a network issue in some areas and not due to the phone so didn’t pay much attention but then it started happening everywhere and wherever I go. Then I started paying attention to it. Then a new problem started related to the internet. In my cousin’s home, I observed that my cousin’s old Samsung phone was having good connectivity and speed and on my phone, I wasn’t even able to open the browser and let me tell you both the phone were having sim cards from the same network provider(Jio). Just to be sure that there is no problem with the sim card itself I exchanged sims in both the mobiles and yet the same issue.
Then I visited the authorized oneplus service center in my city Belgaum. They 1st said it must be due to a software update issue and updated software and gave it back to me. I used it for 4-5 days and observed the same problems so again I decided to visit the service center. This time they told me I will have to leave my mobile with them for 2-3 days for observation so I said fine and gave my mobile to them. They used my mobile for 3-4 days and gave it back to me by saying they didn’t observe any problems and suggested I change the simcard just to be sure. So I did that too and replaced my old sincard with the new one. Still, no use and the same problems persisted. So I thought to make service center people better understand the problem I decided to make a video related to internet connectivity I kept my mobile and my cousin’s mobile side by side and took a video of opening the browser and checking net speed by using another 3rd mobile. After I showed this video to the service center they told me that they would replace the motherboard (Heart of the mobile) of mobile.
Now starts my journey of real agony. On 25th may the service center ordered the part. After a week they receive the motherboard and after trying to calibrate it for a day they come to know that they have received a motherboard of 6gb ram version and my mobile version is 8gb. They reorder the part and told me that the part will arrive just within 4 days. No starts the real game 4 days turn into 7 days and so on. They told me I can contact the helpline. I did that and they told it will be resolved as fast as possible by the 13th or 14th. In the meantime, just to check with the service center when I call them I was extremely shocked as they gave the part arrival date as 27th June(almost one month after the part was ordered). Then After 2-3 calls to the helpline, people told me they will escalate the issue with higher-ups. The higher-up person wrote me a mail that he will get back to me within 4-5 business days. After I ping over mail to ask for the status update no response. Again I call the helpline and get the response that they will arrange a call back from an assigned higher-up from the escalation team. Doesn’t happen. Then again, I call the helpline after a day. They are saying they need 24-48 hrs for a response after they get the status from the service center. 1st of all I am not able to understand what they will achieve by talking with the service center as the part is pending from the warehouse. And during one call with the helpline, the helpline executive just kept his microphone idle for 3-4 mins and I could hear background noise after trying to speak with him for 3-4 mins I only hung up the call.If this is the level of service for newly launched mobile then I can imagine what would be the level for mobile launched 2-3 years ago.

Right now I am beyond disappointed and I have decided that this would be my last oneplus product ever. I thought it would have been better If I had sold of my 3 months old oneplus mobile at a loss instead of this mental agony.