Merci de ton message
Je suis juste un peu effaré qu'un commerçant te vende un produit puis quand il est en panne te dit au bout de 4 mois qu'il y a un problème avec ton appareil, non covert par la garantie. Ils me disent que mon one + a été en contact avec l'eau et que la carte mère est détruite or je peux te garantir que ça n'a jamais été le cas ! Je n'ai pas de temps à perdre avec ça et j'ai (depuis qu'il m'ont laissé en rade) un samsung qui fait l'affaire. Donc je leur en fait cadeau c'est pas un problème. seulement, moi je suis honnète et si j'avais fait une erreur avec le one + je ne l'aurai meme pas renvoyé. Donc je dis juste que le SAV est une vaste blague. A ta demande je te communique mes echange de mail avec eux.Je te laisse juge.
Le lien que tu me proposes est invalide.
Salut
Deud
October 14, 2015 13:35
I've a big problem with the screen of my phone : sometimes when I touch the screen to dial a number or write a message, nothing appear. I can't access to the wifi (I can not dial the code/security key). I can't also unlock the sim card.
So I can NOT use my phone anymore!
Could you tell me how i can send you my phone to your services to repair it. It still is under guarantee.
Actually, I don't have a phone any more, Could you tell me how long it will take to receive back my phone repaired? Thank you very much for your help.
If you need, you can reach me at this number : 06-58-73-67-65 (France) or by email :
[email protected]
Jet October 15, 2015 17:45
Hello,
Welcome to OnePlus Customer Service. My name is Jet and I am going to handle this ticket.
We apologize for any inconvenience and allow us to help you regarding the problem.
We would be needing the following info before we escalate the ticket to the technical department who could assist you further.
*A screenshot of your OS Version of your phone.Go to Settings > About Phone ( If it's not possible to see this part, would you remember if it is CM12?)
Thanks and best regards,
Jet
October 18, 2015 14:11
here are the pictures
Thanks
photo 2.JPG (2 MB)
photo 1.JPG (2 MB)
Jet October 18, 2015 16:15
Hi Guy,
Sorry for the trouble you had gone through. I will now escalate this ticket to our Tech support specialist who will better assist you.
Thank you for your patience. Please don't hesitate to contact us if you have any other questions.
Best regards,
Jet
Carmel October 20, 2015 22:15
Hi Guy,
A pleasant day to you.
Thank you for reaching out OnePlus Technical Support. I'am very sorry for the troubles you are experiencing right now. I'm Carmel and I will assist your concern. To have a very smooth process of troubleshooting, I need your full cooperation and patience.
I want to verify, was the phone dropped or exposed to liquid? When did the issue start?Please provide us your IMEI number.
Please try below steps for troubleshooting:
1) Back up all your important files and information, as the process will erase all data;
2) Shut down your phone, hold volume down and power button together, and it will reboot into recovery mode;
3) Once in Simple Recovery, select "Wipe cache partition", and swipe to the right or press the power button;
4 )When you get the "Cache wipe complete" message, continue and select "wipe data / factory reset" to fully re-initialize your ROM.
If the issue persist, please click the link below and follow the steps for flashing your device to Oxygen to resolve the issue.
Please let me know if the issue persist so we can proceed to the next step.
Thank you and have a safe day.
Regards,
Carmel
October 23, 2015 18:50
Hello,
Since you ask, I give you again my IMEI number: 865800020910565
I confirm that my One + One has not suffered shock and was not exposed to moisture.
I tried to do the manipulations that you have offered me but it does not. I rebooted the smartphone but it has no effect. I then tried the second proposal but my PC and even my mac does not detect One + One when connected via USB. Additionally, when I manage to download the files I do not know what to do. The phone is unreachable.
I remind you once again that my tactil screen does not work anymore and all manipulations that require typing a code or are often impossible to navigate.
I'm not an expert on the phone or the computer and I do not understand why you ask me to help myself my phone!
Thank you to tell me what you can do!
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Carmel October 24, 2015 18:40
Hello Guy,
Thank you for keeping in touch.
I understand the urgency of having your issue resolved / of being able to use the phone again to its full potential. There will be a need to proceed with booking a remote session to resolve your issue. During the remote session, a Level 2 Tech Specialist will be sending certain files to be extracted together with the installation of certificates and drivers on your PC. There will be a need to tether your OnePlus 1 to your PC and through the remote session, patch fix/ flashing to another ROM may be performed. Furthermore, the process should approximately take up to an hour and you have the option to stop at any point in time.
Access the link below to book for your preferred remote session schedule and reply to this email with the date and time that you booked so it can duly noted.
EST Time Zone:
Before the remote session, it is necessary to back up your files from your OnePlus 1 and that the following files below have been downloaded on your PC. Please note that we need WINDOWS MACHINE for this process (Windows 7 & above).
Oxygen -
CM -
Certificates -
USB Drivers ->
Android SDK for Windows ->
Android SDK for MAC ->
ROM ->
AFX ->
NOTICE:
Our Tech Support only accesses to the files/application on your PC that are necessary for troubleshooting. We do not and are unable to store, or disclose any information we have access to during this process. The whole process is done with the customer's presence, who has the right to terminate the process anytime during the process.
Regards,
Carmel
October 29, 2015 11:12
Bonjour,
il est impossible de sélectionner une date! aucun emplacements disponibles.
Devrais-je jeter mon One + !!!!
2015-10-24 19:40 GMT+02:00 Carmel (OnePlus Support) <
[email protected]>:
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May November 02, 2015 21:08
Hello Guy,
Thank you for getting in touch.
We apologize though that we’re running out of slots for an appointment, we can assure you that this has been escalated for further actions and to ensure that this will not be taken for granted. It would be best that you check the link from time to time or better to check it by next week. We wanted to help you the best thing that we could .
Our sincere apology for any delay.
Sincerely yours,
May Dy
November 09, 2015 10:56
Etes-vous vraiment sérieux !!
Je attends la nomination que vous avez proposé de me le 12 Novembre à payer ce problème.
Rien est résolu!
Le 7 novembre 2015 22h02, "OnePlus One One One Support" <
[email protected]> (mailto:
[email protected]) a écrit:
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Lyndon November 09, 2015 18:16
Hello Guy,
Please book a remote session so that we can help you resolve the issue. It will also enable us to know if the phone needs a repair or replacement.
Regards,
Lyndon
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November 11, 2015 21:53
J ai pris un rendez-vous pour une réparation a distance . Le rendez-vous a été confirmé par mail. Maintenant vous me dites que je n'ai pas rendez-vous! !! Mais sérieusement, vous ne voulez pas régler le problème ???
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Rommel November 12, 2015 15:50
Hi Guy,
My name is Rommel and I’ll be handling the remote session today. I hope you have already downloaded all the files that we requested for you to download.
For your privacy, please put all the files in one folder and open them up. We will only be working on the said files. Kindly stay in front of your computer for the duration of the remote session which may take from 45 minutes to an hour. Kindly make sure as well that the computer you will be using let's you have full admin rights. Any encryption, anti-virus and firewalls on it should also be turned off just for the duration of the remote session. This allows speedy access.
Are you ready to start the session?
Regards,
Rommel
Rommel November 12, 2015 16:47
Hi,
Thanks for your feedback. As you are using Mac, please download these files before we can take the remote.
Android SDK for MAC ->
CM -
NOTICE:
Our Tech Support only accesses to the files/application on your PC that are necessary for troubleshooting. We do not and are unable to store, or disclose any information we have access to during this process. The whole process is done with the customer's presence, who has the right to terminate the process anytime during the process.
Best regards,
Rommel
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Rommel November 12, 2015 17:06
Hello ,
Let's start the remote session.
Please click this link so we can start the session.
Password: 0174
Thank you.
Regards,
Rommel
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November 12, 2015 17:15
Hello Rommel
i have downloaded the files. Remote support service is loading
2015-11-12 17:06 UTC+01:00, Rommel (OnePlus Support) <
[email protected]>:
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Rommel November 12, 2015 17:25
Hi,
Please click this link so we can start the session.
Password Code: 1548
Thank you.
Regards,
Rommel
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Rommel November 12, 2015 17:36
Hi,
Please click this link for a new session,
Password Code: 6562
Regards,
Rommel
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Rommel November 12, 2015 17:57
Hi Guy,
Thank you for your time. We unable to do the remote session due to the restriction on your Mac PC. I will escalate your ticket to our Supervisor for approval to bypass remote session and process replacement.
Regards,
Rommel
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November 19, 2015 09:06
Le probleme n'est toujours pas résolu. J'ai rendez vous dimanche :
2015-11-18 21:04 GMT+01:00 OnePlus Support <
[email protected]>:
rendez vous one plus.PNG (20 KB)
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Marty November 20, 2015 00:02
Hi Guy,
Good day!
Thanks for reaching out. Marty here from the OnePlus RRR (Returns, Replacement and Repairs) Team. I'm glad to be of assistance for you today. Please accept our apologies for the inconvenience this issue may have caused. No need to worry, we are here to help and to bring the best possible solution for you. We have begun processing your RMA based on the feedback from our technicians. To finalize this procedure, you will need to follow these instructions. (Note: for devices that have physical damage, external and/or internal, a repair fee may be quoted based on the arrival inspection.)
Step 1. Arrange a pre-paid pickup
You will first need to schedule a pickup from DHL, our partner courier.
1) Head over to DHL and fill in all the required fields.
2) Make sure you select the time and date of when you will be available at your specified collection address.
3) Once you completed the booking, you will see a link to download the label. Please print it out and have it ready for the courier.
4) Once collected, the item will be back with our service center (GPSK Ltd / Handtec) within 1-3 business days. Please wait for our arrival confirmation.
Please note: All returned products are subject to inspection upon arrival. Should the device not meet the conditions of our warranty, we reserve the right to have it resolved via either of the following two approaches upon customer's confirmation: 1). Customer will pay for the corresponding repair fee to receive a replacement; or 2). Customer will pay for the two-way shipping costs to return the damaged device.
Step 2. Verify your RMA
Please verify your RMA details and shipping address, to finalize the RMA procedure.
Please note: Make sure to verify your RMA after Step 1. An unverified RMA may result in significant delays when processing. Details of your RMA can no longer be changed after verification.
Step 3. Get prepared
1. Please take the necessary precautions in making sure you back up all your data and remove any additional accessories or personal items from the device.
2. Please print out your RMA slip and fill in all required fields. Once completed please place it in your parcel before shipping, this will help expedite the process.
3. Make sure that your parcel is ready to be shipped and your device is securely packaged when the courier arrives.
Ticket ID: 448581
If you have any questions regarding the process, please do not hesitate to contact us so we can assist you with it.
Best regards,
Marty
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L2 - Mich November 21, 2015 23:08
Hello Guy,
Since RMA has already been initiated for you phone we will just consider the session that you booked for Sat, Nov 21, 5:00 pm – 5:45 pm as cancelled. Thank you and good day!
Sincerely,
Mich
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Lyne December 15, 2015 03:36
Hi Guy,
We are sorry for the inconvenience caused. Please accept our sincerest apologies.
All returned items are inspected first before a replacement device is shipped. Your items have been received at the warehouse and are now in the middle of this procedure.
At the first stage of inspection, we have unfortunately found that your device’s first water damage indicator has been tripped. We will be performing an advanced technical report to diagnose if there was indeed water damage to the motherboard and will provide you with that report when it is completed.
Thank you for your patience and cooperation.
Best regards,
MLyne
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Jiki December 31, 2015 16:50
Hi Guy,
A pleasant day to you. I hope you are doing great with your holidays.
This is an update with your RMA request with us. We are so sorry if this has taken quite some time now. We are still coordinating with our techinicians to speed up the final tech inspection for your device. However, there might be some delays due to the holidays.
We are asking for your patience and consideration with this. We would greatly appreciate your understanding with the situation. We'll update you once the result is available.
Happy holidays and Kind regards,
Jiki
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January 13, 2016 19:30
Bonjour ?
Mais combien de temps vous faut-il pour dire quel est le problème de ce téléphone ????
2015-12-31 16:50 GMT+01:00 Jiki (OnePlus Support) <
[email protected]>:
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Jiki Friday at 19:30
Hi Guy,
Good day.
We are so sorry for this troublesome experience. The motherboard of your OnePlus device was damaged due to exposure to liquid (please check the final tech report attached with this email) and since such damage was caused by mis-use/ accident, it's not covered by OnePlus Limited Warranty. We can offer repair service for this. Here's the quotation:
Motherboard repair EUR 213
Repair cost EUR 7
Total EUR 220
Payment Terms: Pre-paid via PayPal;
Quotation valid for: 30 days.
Note. : Costs of two-way shipping (picking up the damaged device and shipping the fixed one) is covered in this quotation.
Upon your conformation on the quotation, we will create an RMA (Return Merchandise Authorization) and repair order for you to pay. Then we will further proceed with picking up the faulty device and shipping you a fixed one.
Looking forward to hearing from you soon.
Best regards,
Jiki
448581.pdf (100 KB)
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Saturday at 09:51
Monsieur,
Vous avez mis 4 mois pour me dire que mon téléphone était endommagé suite à une mauvaise utilisation ! Or, je peux vous assurer que mon téléphone n'a jamais connu de contact avec l'eau, ni d'accidents !
J'ai vite compris que vous n'avez jamais eu l'intention de le réparer ou de prendre vos responsabilités.
j'ai de nombreux amis qui se plaignent des mêmes problèmes avec leur One +.
Je considère que vous n'êtes pas sérieux et que vous vous comportez comme des personnes malhonnêtes.
Vous pouvez être sûr que je ne prendrai plus jamais le risque d'acheter votre marque One + et que je m'employerai à faire savoir au plus grand nombre quel genre de srvices vous proposez.
2016-01-15 19:31 GMT+01:00 Jiki (OnePlus Support) <
[email protected]>:
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Lyne Sunday at 19:43
Hi Guy,
Thank you for getting in touch and sorry for any inconvenience caused.
We know that this is not the kind of news you are expecting to hear and we also feel the same. That is why we've requested from our warehouse to investigate this case. Your returned device was inspected upon the arrival. Our technicians had an advanced checking of your device and we requested to reinspect it for further diagnosis. They confirmed that the motherboard has contact with liquid and indeed, they have provided us the final inspection report of their findings.
Likewise, it was first determined during the advance inspection. As you can see in the report provided, the White PH sticker inside the device completely turned to red. The White PH indicator will turn to red if the motherboard has contact with water. The indicator can be seen clearly in the report provided. This case is not covered by the Limited Warranty that's why we can no longer proceed with a free replacement. Furthermore, we can offer repair service for this with a corresponding fee to fix this existing damage and all other issues of your device. Kindly let us know if you would like to proceed with the repair.
Thank you for your cooperation and understanding.
Kind regards,
MLyne