[damiand2002]

I have been trying return the phone for the last 2 days and have been given the run around. I have talked to 2 different people and they keep telling me to do the same thing after i already told them it wasn't working. Horrible customer service!!!!

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[tpmbb10]

What are they telling you to do? I'm on the fence with the OP support. I'm currently initiating an RMA due to faulty sensors and they've been fairly responsive.

But at one point I was bummed out about the issues and I asked about simply returning it and they told me I could do that but it would need to be returned and inspected before they released the funds. I then quoted the "No Hassle Returns" mentioned on the OP3 web page, and they disconnected the chat! LOL

I'm still leaning towards exchanging my OP3 for a new one but I'm curious to understand the runaround you're getting in case I change my mind.

[damiand2002]

Well they keep telling me to click on service request and to create an rma but everytime i click on it. It wont load up. Won't let me create an rma. Well the second person i talked to said he was going to create one for me. Well i got an email about doing the process again but it wont let me. So i dont know whats going on. I talked to another person and he once again walked me thru the same processs thats not working. He said he was going to take it one person up and to wait for an email. Got the email to do the process again😑

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[Aquila]

It may be worth it to retry the process in a different browser.

[Armeniandave]

I thought I saw on another post if you have an ad blocker that it won't load. Not sure if you do or not but worth a try.

[tpmbb10]

Yeah that sounds familiar. I don't even have a "Service Request" button on any browser I use on any platform. I explained that to them a couple of times and finally they created the RMA on my behalf. I've been disappointed by the lack of any troubleshooting or discussion when I contact them. Like I said the jury is still out for me - it's been almost 24 hours and I've not heard back from the L2 support about setting up the remote session to kick off the RMA. But like I said as long as they are being responsive and things move along I'm ok.

EDIT: For the first time I now have the service request button! Wow. I'm going to try submitting it and we'll see what happens.

[damiand2002]

I have tried 2 different browsers. I got another person helping me now. Hopefully i can get this resolved

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[Aquila]

Let us know if you need a hug or a high five. Just curious, why are you returning it? Are you exchanging or straight up returning?

[tpmbb10]

I just received the RMA shipping labels from the 3rd party authorised service center. They quoted the support ticket I created 2 days ago (last update 24hrs ago). Whether or not this is a result of the new service request I created this morning (I referenced the ticket #) or coincidence, I have no idea. Time to roll the bones and send this one for an exchange.

[Malek J]

I have been trying return the phone for the last 2 days and have been given the run around. I have talked to 2 different people and they keep telling me to do the same thing after i already told them it wasn't working. Horrible customer service!!!!

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I'm curious about the process myself and how long it takes

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[damiand2002]

I'm returning because battery life on this phone is horrible!!! With very little use i get about 5hours of battery. And thats using it about 20-30 mins.

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[fuzzylumpkin]

Yeah there's definitely something wrong with your phone. As I'm sure you know, most of us get 5 hours screen on time.

Apparently their support, so good luck! Hopefully they sort you out.

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[damiand2002]

Yea thats what i read. It was supposed to have great 🔋 life but i guess i got the bad one.

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[tpmbb10]

Is that the only thing you don't like about the OP3? Because that clearly sounds like a hardware fault and OP should exchange it for a new phone. My battery life is so good I'm actually hesitant to exchange mine for the faulty accelerometer/gyro sensors. But since everyone else seems happy with their battery life I'm going to do it. It's always disheartening to have a defect after you've purchased a new piece of kit but even the Apples of the world produce the odd lemon. I'm going to give them another chance - I really think for the money this phone is such a solid buy. Only if my second OP3 has a defect I'll probably mark it down as fate and look elsewhere but I'm still keen on the 3.

On the RMA process side, they seem to be organised in so far as L1 support schedules an appointment for a remote session, and they tell you in advance all the files you need to download in advance. I actually missed their email (busy doing other stuff) last night, so I logged into live chat and they scheduled another remote session appointment for this evening. So even though it's taking some time, I've been happy with the level of communication and follow up so far. I'll report back in when any next steps take place. Given the errors I'm seeing in the Sensor self test when I dial *#808#, hopefully there'll be clear direction after the call.

[damiand2002]

Looks like after 3 days they are about to send me the shipping label and a rma number. I just need to wait 2 more days or a least thats what the email said.

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[damiand2002]

I actually found a brand new lg g5 for 380 so i am getting that. Better camera, better screen and swappable 🔋!!

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[anon(1733)]

That's a good price. But i don't i don't buy used devices myself. Hope it works out for you. Sorry the Oneplus didn't.

[36dbldz]

I just sent mine to the repair location in Texas due to a crackling in the speaker. The person on the chat said 6-10 business days until I get a replacement device

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[Jdane07]

I'm RMA'ing mine because of an annoying dead pixel. Hoping to get an exchange done, because I honestly love the phone.

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[J Dubbs]

That's a good price. But i don't i don't buy used devices myself. Hope it works out for you. Sorry the Oneplus didn't.

I don't do used either. And I no longer buy online because of too many new items that were actually used, and didn't work. Tons of scams online. Even through Amazon. That, plus all the hassles of the returns combined with ridiculous chat only support, has steered me away from online buying, and using companies that don't have an actual phone number for support. Best Buy matches new online prices, and if the phone has an issue or I want to return it, I walk in, exchange it or get my money back, and walk out

I dealt with HTC's "chat" only support and it sucked big time. Motorola had a 24/7 toll free line, I had no wait, they talked to me in clear english till the problem was resolved, and even remotely viewed my phone to verify the settings. That's support

[damiand2002]

Well i finally got my rma and a shipping label. It only took 4days!!!!

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[lsmith9523]

How did things turn out with your return and refund? I am going through the process as well. I keep waiting for my refund to show in my PayPal account, but nothing as of yet!! AARRGG..

Well i finally got my rma and a shipping label. It only took 4days!!!!

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[anon(1733)]

How did things turn out with your return and refund? I am going through the process as well. I keep waiting for my refund to show in my PayPal account, but nothing as of yet!! AARRGG..

My refund went very smooth. I applied for a RMA. Got that the same day. I sent the phone out the next day and they received it three days later on a Friday. That following Tuesday they refunded my money. I had zero issues.

[lsmith9523]

Yes, shortly after my post I received an email stating that my device had been inspected and I should be receiving my refund within the next two days. The next morning my money was back in my PayPal account. So, I must say my return process was very smooth. I do miss the device, for I thought it was great. Hopefuly 1+ will issue updates to address the issues that some of us experienced.

My refund went very smooth. I applied for a RMA. Got that the same day. I sent the phone out the next day and they received it three days later on a Friday. That following Tuesday they refunded my money. I had zero issues.

[tpmbb10]

My RMA for a replacement hasn't been quite so smooth. Like anywhere I suppose, not all support reps are created equal. A live chat agent confirmed to me on July 15 that my phone had been inspected by the authorised service centre and qualified for replacement. Yay! A few days later, still no update with tracking number or anything. Another live chat session confirmed I was qualified for replacement, and that I should receive it within 7-10 business days after inspection. Fine. As of yesterday, still nothing. Another chat session, and again they were able to tell me that I was eligible for a replacement, only THIS TIME they triggered the process. Moments later I had an email asking for me to confirm my shipping address, and this morning I had another update saying they'd created a new order for me for the dispatch of the replacement, which I can see now online and is in the status of "Processing".

Assuming the next part of the process goes as well as my initial order, it would seem that their tools and process work reasonably well, but the people portion of this service is where it fell short on this occasion. Anyway, a week or so delay isn't the end of the world. Fingers crossed for a phone with none of the real bad issues.