OnePlus India — Service rejected even though product was in warranty.

Address:

D-19, D block, Connaught Place, New Delhi, 110001

Hi,

If I think of the word "FRAUD" OnePlus is the brand that comes to my mind. You have today lost a loyal customer after the pathetic experience I have had with your "SERVICE CENTRE" and "CUSTOMER SUPPORT TEAM". Case ID:[protected]

Let me start from the beginning: On 12th of April while I was using my phone (One plus 7 Pro phone- Rs 48, 999) suddenly stopped working and the screen got turned off with an error message "Qualcomm Crashdump mode". Since, I am not a tech savvy person, I didn't understand what exactly happened to my phone.

Therefore, I checked on Google and I realized that after I installed oneplus software update (Android 10 open beta) in my 7 pro phone and since there was a bug in it, my phone got crashed and the qualcomm crashdump mode came up.

The next morning I immediately contacted their customer support team and sought assistance from them but due to this Global Pandemic, they had limited support. After a long wait, I finally got through to one support agent over the chat. Initially, the agent asked me the issue and tried to resolve it by asking me to press and hold the volume up and power button together and reboot. This was of no help, then he told me that he had to escalate this to his higher end to remotely access my phone and fix the issue. Hence, I asked him to arrange a call the same day itself but he told me I will get the call in the next 24 hours as the higher support team was not available on Sunday. I tried convincing him that I needed the help urgently because the phone was the only way to connect to my family as I'm alone and all my contact and data is in the phone. Eventually, I had to agree because I was helpless.

Further to this, the next day I waited for the call but there was no revert, then I followed up and the support agent who answered my call sent an email and asked me to install some software in my laptop and wait for another 24 hours. I got a little upset and yelled at the agent and asked to prioritize my case as I needed support urgently. Post that, I waited for another 24 hours and I didn't receive any support even after calling them and asking them to transfer my call to the higher team as it's a working day and they might be available. They didn't transfer my call and asked me to wait and told me that I will get a call in the evening. I didn't receive any call later that evening. I sent a couple of emails and didn't receive any support until 15th of April. Meanwhile, my phone completely got turned off and there was no error message as well on the screen.

On the 16th, I received a call and the guy tried fixing the issue but he couldn't and told me since my phone is not turning on they can't fix it and asked me to visit a service center. Due to strict lockdown, everything was shut and I was left with no choice but to wait.

I safely kept my phone and waited until the lockdown got over in Delhi. On 30th of June the lockdown got over and the service centre resumed. In order to be assured that the service centre is open I tried calling them on the number provided on Google i.e. [protected], [protected] but nobody answered the call as the line was always busy. Eventually I decided to visit them on 4th July but there was a long queue and I didn't receive their support and only few people were allowed due to social distancing. I again went on 11th but they told me they are closed today even though it was showing as open on Google when I checked a night before. I then visited the Service Centre in CP Delhi, and after a long wait they just checked my phone and told they can't fix it and asked me to contact customer support as the warranty got over on 5th July, 2020.

Tried calling the customer support the same day but after 25 minutes of being on waiting twice, the call got disconnected stating that due to heavy call volume they can't provide me support. (Attaching the call waiting recording)

Is it my fault, I raised a complaint on 12th of April, 2020 (my phone was in warranty then), and after all that hassle they say they can't help me because the warranty is over. Seriously?

I now don't care about the phone repair, I just need all my data which is there in this 7 Pro phone and a complete refund with a compensation.

One plus has just seen my loyalty because I have had really good experience in the past and I have used almost all the One plus phones before 7 Pro and now I will never use any product of this company and neither will I recommend anyone.

I have attached all the proofs in this email and if I don't receive my refund and all the data from the phone, I have already copied the consumer forum email address in this email. They will further take the action.

Please help me resolve this!

Regards,
Neha