Aug 09, 2016 04:26 PM
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One Plus has created a lot of hype with some amazing advertisement tactics and the never ending wait periods.
I was super excited when I bought one plus one in 2015 and let me tell you it has some fantastic specs which will put to shame those flagship phones with similar/lesser specs and double the price. A Screen size of 5.5 inches, super fast 3 GB Ram and 64 GB HardDisk, its a monster which sits in your pocket.
So far so good, all went well till 10 months. Then I started noticing that the phone's 3G connection started misbehaving. Whenever the phone was connected to 3G, it went out of range and/or did not connect to internet. 2G was working fine. Hurray I discovered the workaround. It was - to stay connected to internet use only 2G:).
The next big discovery was with my LCD panel which started to come out slightly. Not sure what caused this as the phone did not receive any damage or never fell off from my hands. I visited their Service Center which I believe is a franchise chain that One Plus has contracted. They examined my phone and advised that it is out of warranty. I reminded them to check again as warranty is for 1 year and the phone was only 10 months old. They recognized their mistake, took a copy of my invoice and kept my phone. They advised me to visit their service center again in few days.
It was a case of manufacturing defect with LCD panel. Since the phone was under warranty I was expecting a LCD panel replacement. For 2-3 weeks I kept calling their Customer Service and everytime I got a response that a call back will be arranged in next 24 hours. Those 24 hours never came:). After 3 weeks, and getting fed up with the response from customer service, I escalated the matter again and this time I came to know that the case has been rejected with reason - out of warranty due to customer induced damage. With zero dents and no breakage to the LCD Panel which was working absolutely fine, not sure how a decision was taken to reject my case. A new LCD costs 8k bucks, a option which was out of question. With no fault of mine, I went through this frustrating after sales nightmare, thanks to One Plus.
I was planning to upgrade to One Plus 3 soon, but have changed my mind now. This is an eye opener. One case, may not change the quality of customer service or after sales technical support. However to be the No.1 in business, companies need to adapt and provide a good after sales service. Else Customers have become smarter now;)
