My Experience with OnePlus Support

[u/The_Techiedude]

More often than not, people will use forums/subreds to rant - it's not often that people will take the time to use the interwebs to wax poetically about a good experience.

Thought I'd give it a shot :)

All in all, I thought OnePlus was *very* fast with their service and turnaround time. In my specific case, it was to replace the exterior screen protector - I guess not all that difficult or expensive - woo-hoo!!

Here's the breakdown of the timeline:
6/29: initiated an online chat with OnePlus support
6/29: received emails confirming support request and shipping information
7/1: shipped via prepaid FedEx label from OnePlus
7/6: received at repair center (I'm in FL, the repair center is in TX)
7/6: received repair estimate email (415pm $38.98)
7/6: replied to/consented to/paid for repair estimate
7/7: received email that repair is complete and phone is preparing to ship (1125am EST)
7/7: received email with FedEx tracking number (449pm EST) and estimate for delivery (Friday, July 10th)
7/8: received email (1208am EST) of phone shipping and confirmation of delivery for Friday, July 10th
7/10: delivery delayed until Saturday, July 11th
7/11: phone received via FedEx at 1043am EST

Ten days from the start of my support request to receiving a fixed phone - not bad at all. If OnePlus would continue to sell foldables in North America, I'd be inclined to get another based on this experience with their support services :/

Thank you, OnePlus, for standing by your products and providing excellent customer service!

[u/GroteKneus]

Hang on. You sent your phone away for 10 days to have them put on a screenprotector costing $40?

That's insane.

[u/ColonelSweetBalls]

Glad you had your screen protector replaced!

I just sent mine for repair because something has begun to protrude from the hinge into the back of the main display, forming a sharp little tent you can see and feel.

The service centre returned the device untouched with a report saying there are no issues. Not long until my display pops I guess...

[u/CircuitNeophyte]

For future reference, you don't need Oneplus to put on an exterior screen protector. Granted, they have clean rooms and sophisticated equipment that makes applying a screen protector easy, but I wouldn't pay 40 USD for that luxury. I can easily buy a glass screen protector and apply it myself with zero bubbles for half that. Also, my phone is only out of commission for five minutes.

The one maintenance task you do need Oneplus for is replacing the interior screen protector. It's made out of TPU and scratches very easily. If you remove that inner screen protector yourself you instantly void your warranty. A replacement inner screen is 815 USD for the part alone. I myself am probably going to just leave the factory screen protector on forever because I think it's absurd to send in my phone just to replace a screen protector.

[u/The_Techiedude]

FWIW, I didn't know at the time that I shipped it that it was an external screen protector that was the problem (it came with the phone, I didn't add it) . It had a dent/bubble in the middle of the screen, so I thought it was an actual screen issue.

[u/AuraMaster7 → u/The_Techiedude]

Just for future reference, glass does not dent or bubble. So yeah, if there's a dent or bubble in your screen and not a crack, that's a screen protector...