OnePlus are great at customer service

Around a year ago, I bought a OnePlus X phone. I was given a whole bunch of warnings by a whole bunch of people that their customer support was terrible and if the phone broke, I stood no chance of getting it repaired.

Well, it broke. Specifically, it stopped charging. I had to wiggle the connector, charge it by holding the lead at different angles, the works. That was really annoying. So I thought: they should fix this. Here’s what happened.

Tuesday evening, at eleven pm, I used the “Live Chat” thing on OnePlus’s website, and was put in touch with a service engineer named “Irish”. I explained the problem. Irish said: OK, we’ll fix that; if it turns out you broke it you’ll be charged, if not we’ll fix it. A pleasant conversation, in which he talked me through setting up an RMA request on their support site. Shortly thereafter, I received by email a DHL dispatch note, which I printed out and glued on the outside of a jiffy bag with my phone in it. DHL rang me up the next morning to arrange pickup; I arranged that for this Monday. A chap arrived and picked up the phone. Today, four days later, I’ve just got the phone back, delivered back to me by DHL again, and it works.

It is hard to imagine how customer service could be any better than this. My thing broke, they picked it up from my flat, repaired it, and delivered it back to my flat at their expense, with no complaints, in four days. This is excellent. Thank you OnePlus, thank you Regenersis the OnePlus service centre, thank you Irish. Maybe I’m unusual; maybe OnePlus have upped their game in the last year; maybe this is just luck. But this is a sterling example of how interaction with a company should go. OnePlus: exemplars of customer service. I am impressed.

More in the discussion (powered by webmentions)

  • Joe Ressington responded at twitter.com Wow.
  • Stuart Langridge responded at twitter.com hence writing about it :)
  • content ex machina responded at twitter.com It turns out that @oneplus are bloody great at customer service. Who knew, eh? kryogenix.org/days/2016/11/0…
  • content ex machina responded at twitter.com arrived already? Fantastic.
  • content ex machina responded at twitter.com is it the same device with the mark?
  • Stuart Langridge responded at twitter.com it is! and it works fine
  • content ex machina responded at twitter.com bobby dazzler, can't ask more than that.
  • Alex Russell responded at ... (twitter.com)
  • Peter Rushforth responded at ... (twitter.com)
  • content ex machina responded at ... (twitter.com)
  • steve bickle responded at twitter.com @one plus I Also had great customer service. Sent phone to be fixed, DHL screwed up the return. OnePlus replace my 1+1 with a 1+2 ☺️
  • Iain Cuthbertson responded at ... (twitter.com)
  • Tarus BALOG responded at twitter.com I'm glad they worked for you. I still have a Oneplus One they won't even look at unless I disassemble it first. Never again.
  • Stuart Langridge responded at twitter.com yeah; unsure whether they have improved their service or I'm just lucky or you're just unlucky :)
  • Adrian Bradshaw responded at plus.google.com Nice, makes me more likely to buy another phone from them in the future
  • Tarus BALOG responded at plus.google.com Heh, can't figure out how to comment on your blog.I'm glad it worked for you. While +OnePlus devices are affordable, they still aren't cheap, yet I fe…
  • Dave Wickham responded at twitter.com I did! Good to know I'm not the only one though.
  • Joe Borg responded at plus.google.com I had the same issue with my HTC One, ended up sending it back almost bi-monthly to get the connector re moulded and then gave up and got something el…
  • Birmingham.IO responded at twitter.com Stuart Langridge: OnePlus are great at customer service by @sil buff.ly/2euJKp6 #PlanetBirmingham
  • James Byrne 🏹 responded at ... (twitter.com)
  • OnePlus Support responded at twitter.com Thanks for your wonderful feedback, Stuart! We'll keep on doing our best to provide you great service. #NeverSettle :)
  • Stuart Langridge responded at twitter.com happy to give credit where it's due :-)
  • Jono Bacon responded at plus.google.com Nice!
  • Marius Quabeck responded at ... (plus.google.com)
  • Nils Gerstner responded at ... (plus.google.com)
  • Ruben Ramalho responded at ... (plus.google.com)
  • Jan Moren responded at ... (plus.google.com)
  • stealth banana responded at plus.google.com I had the same thing happen with my Moto X. However, they wanted me to ship it at my own expense for them to "look at" and when I asked for a time th…