yashsingh1/xdaforums huggingface dataset:
[ONE General] sic0048:
I think there is just some confusion regarding the "Chinese" phone. I doubt they were every planning on shipping you a Chinese version of the phone. Both versions are produced in China, so just because your phone was going to be shipped directly from China, it doesn't mean it wasn't going to be the international version. By shipping directly from Hong Kong, they could pay for the custom fee in one shot. If they sent it from the North America distribution center, it adds another layer of complexity that they didn't want to deal with. Their comments didn't say anything about shipping you a Chinese version - I think you read too much into their comments.
[ONE General] caseyc:
I would have thought that too, but they didn't refute it at all.

Instead of saying they were shipping me the same model, they told me the models were different and she couldn't guarantee it would work properly here.
[ONE General] Denisuu:
Damn :( Really sorry to hear that!

Friends ordered 2 from china, the LTE bands don't matter since we live in Europe i hope for them that they don't get a faulty one.

So the hardware from the international one and the Chinese one are really different? I thought it was just software, kernel related or whatever. So there is no way to mod the modem to work exactly like the international one.

I hope for you that this gets resolved!
[ONE General] CrashTestDroid:
Heads-up to OP: I read a couple other ppl have reported camera not detected on an earlier build of CM-11s, upgrade fixed it. Have you tried factory wipe & install CM11 M8?
[ONE General] sic0048:
Well I think she misunderstood your question too. I think she was simply stating how the two versions were different. I wouldn't take her response as a confirmation that they were sending out a Chinese version.

You have to remember that English may not be the native language of the people you are getting support from......

All in all, I think there has just been a misunderstanding in the communication. I really doubt they were sending you a Chinese version to replace an International version unless you specifically asked for it.
[ONE General] caseyc:
Thanks, and I believe the hardware is more or less the same but in order to use North American bands you need to flash a radio and I'm a bit nervous to do anything like that with this phone in case it's an actual hardware problem. I'm worried that OnePlus may try to refuse warranty support because of it.

I tried, and no it didn't work. Wiped everything including system, flashed M8, and still only front-facing camera. Looks like it might actually be hardware-related.
[ONE General] jobankler:
Can you please send me a invite then? i wanna join you so bad!!!!! pm me at least =(
[ONE General] caseyc:
You obviously didn't read any of my post.

Since you probably still won't, the answer is no.
[ONE General] caseyc:
I'm not mad at her, I'm not sure why you're so adamantly defending her. It's not her fault at all, she just works there.

"All in all," I think you're voicing your opinion much like I've voiced mine, and I'm not sure why we're still arguing about it... You're allowed to interpret that conversation however you like, just like I did.

In my opinion, when I ask if the model I'll be receiving from China is different from the one I purchased in North America and they come back to me with "China version and global version could support different bands" that tells me that they are likely sending me a different model that "could support different bands."

If it makes you happy, technically speaking neither of us are right since it hasn't happened yet.

Yeesh.
[ONE General] E-nr:
We're not gonna replace it with a Chinese version, that was just a bit of lost in translation action.
[ONE General] caseyc:
Excellent, yes I had just confirmed that with the customer service rep this morning.

For future reference, TNT shipping is possibly the worst courier for returns from a consumer.

They only pick up from 8AM-5PM Mon-Fri (which is when I and most people work), you cannot drop it off anywhere for them, I need to provide (create) a commercial invoice with my signature, provide customs information (ie: export license, some sort of harmonized code?), all of which I don't have since I'm just a consumer, and provide them with 4 copies of all of this, signed and dated.

Here begins the hour of paperwork and printing required to return my defective product. There has got to be an easier way.
[ONE General] caseyc:
Oh right, and a lithium battery form too....
[ONE General] E-nr:
Oh dude, I know. I've been wondering for so long why there isn't a startup delivery service that ONLY hires people willing to work when the rest of us are at home. Oh well. We're not happy either about how this is turning out, so keep us updated (via your customer support contact) and we'll evaluate the procedure. In non-business speak - we're looking for a better provider, but I'm aware that doesn't help you at this point.
[ONE General] livito:
Wow I am really sorry to read that, I like must of us had to wait a week or 2 to actually get the phone (express shipping dont do any difference) but thank God my phone is flawless (knock on wood), I hope that was an isolated issue.

Good luck.
[ONE General] caseyc:
I have googled the crap out of this issue and I can't seem to find anyone else who has had the same problem. A few people had flash issues and such but none that I could find with entirely defective cameras.

I'm guessing it's just not connected internally since it's not recognized at all by the OS.

I left work early yesterday so I could be at home for the TNT rep to pick up my phone. He pulled up in an unmarked minivan, talking on his phone. He came in, signed some of the shipping papers, then took my phone and left, barely saying a word.

I'm really hoping it makes it to Hong Kong but he didn't leave me with much confidence. I'll be watching the tracking info like a hawk.
[ONE General] caseyc:
Appreciate the words, in all honesty it's not more convenient at all for a consumer to have the phone picked up in my opinion. Situations will vary, but in my case I would have much rather dropped it off at a business than schedule a window, leave work early and wait for someone to show up.

I'll add updates here and in the support ticket as I see them but I have a feeling there won't be much activity for the next while. I noticed the shipping to Hong Kong was ordered to be economy by OnePlus. I'm guessing 1-2 weeks before they receive it in HK.
[ONE General] Vincent Vegas:
I'm done with this amateur hour of a mobile phone company. I'm passing entirely on the OnePlus One.

Maybe all the growing pains will be sorted out before they release the OnePlus Two.
[ONE General] F3L1XZS:
I bought a One Plus One after previously owning an iPhone 5S for about a year and previously owning a GS2 and a Gnex before that. My friend who is currently staying at my place also purchased a One Plus One. Both of our devices arrived on the same day, presumably from the same batch.

Initially his had the yellow band issue (which cleared itself up after a few days), and after that he noticed it also had a dead pixel (or some anomaly, to me it looks more like when something is pushing onto the display from the bottom)

Mine arrived with no issues... or so I thought. While helping my friend out with documenting I saw what looked like a huge scratch running through the phone. Upon further look, and I'm still not sure what type of panel anomaly this is, but the best way to describe it is a line of slower-moving pixels that appear to be a very subtly different color than the rest of the pixels on the screen.

For both of the issues (my friend and mine's) tickets were opened. His reply is that it wasn't considered an anomaly, and I have yet to receive a reply other than "I can't make out the anomaly from the pictures you've provided me."

The customer service is absolutely dismal so far, and I'm thinking about holding off on selling my iPhone 5S (which I was in the process of selling) and seeing what One Plus will do about my device. If they cannot exchange the device for one that properly works, or they refuse to do so, I'll just have to sell it on EBay or somewhere and buy an LG G3.
[ONE General] eksasol:
I have to say the PR of OnePlus is not very good, they're outright lying the customers about the yellow screen issue by posting a fake side by side comparison. I mean if they are certain the yellow is glue that go away then they can admit that and assure the customer instead of playing with us like this. https://forums.oneplus.net/threads/re-yellow-screen.40239/
[ONE General] IIIPowerIII:
DHL always have some high fee, no matter the package cost, it always seem to be 30-40$ each time...

I ordered mine this morning(in canada too), Lets hope I wont have all these problem..

Yea it end up at 415$ but my S5 was 800$ so its a good deal anyway if the phone is great.
[ONE General] caseyc:
Don't get me wrong, the phone was amazing. It just seems like you sacrifice the customer service and quality control for a cheaper phone. Not sure if it's worth it.

Also, I'm already at $450, not $415. Considering the phone is advertised as being $350 I'm not overly happy about that but yes, it is still inexpensive vs other flagship phones.
[ONE General] IIIPowerIII:
I dont expect any customer service when I buy my phone ;) Most of them doesnt even have a guarantee since theyre rooted/unlocked as soon as I get them.

But Ill see when I receive it, if its that bad, Ill just sell it and if its great, Ill sell my Note 3 or S5. Im bored of samsung phone, They dont share anything so CM cant get on them..

My Note 3 Octa and my Galaxy S5 are pretty old already and none of them have Official CM 11 or PA. So yea I cant keep going with Samsung Touchwiz Roms...
[ONE General] fetko:
I have gotten the invite from one of the OPO forum users. He was not going to order the OPO as he decided differently. I got lucky. :o
[ONE General] caseyc:
Well if they're defective when you get them you're going to want customer service, trust me.
[ONE General] caseyc:
Congrats! Good luck with your purchase!
[ONE General] AgentTran:
Almost worse then my process of RMA'ing my Blackberry Playbook and then having the new one D.O.A. and giving up.
[ONE General] caseyc:
To my surprise, I get an email this morning with tracking info for my replacement unit.

After all of this garbage we've been through over the past couple weeks, I check the tracking on my replacement shipment from OnePlus and it's coming from California via DHL in the end anyway. After that nightmare of paperwork and shipping, nothing's different. It's not coming from China, and not from a different courier, nothing.

If I get hit for customs again on my warranty replacement, I'll be knocking on their door for some cash back. Un-frickin-real.
[ONE General] force70:
And ive been back and forth on whether to pick one of these up or not.just got an invite to purchase via email about 30 min ago.

After reading this and other horror stories im leaning towards not bothering with it.

G3 and note 4 on the horizon anyway....they waited too long to send invites out i think.

sent from Canada via my Note 3, Note 2 or One X +
[ONE General] caseyc:
Yeah, it's tough. The phone itself is great but for the cost to get it in your hands (nearly $500) it might be worthwhile to wait and invest in a phone with a little more quality and service around it for an extra $100 or so...

Had I known this headache was possible I would have avoided buying it for sure.
[ONE General] squall81:
two weeks ago someone stole my HTC One vivid blue :( , does anyone have an invitation to the OnePlus one to share? thank you
[ONE General] 350Rocket:
Hope it works out for you. I got the Nexus 5 because of cost but signed a new 2 year contract for it because of lack of funds. Would have been better to pay $350 for it from google but the upside is Telus mobility my provider backs it for warranty issues. They even called me a few days after I bought it to make sure all was well.
[ONE General] E-nr:
For what it's worth, we've made some changes to the process: https://forums.oneplus.net/threads/im-decided-this-news-story-did-it.57228/page-2#post-2628976
[ONE General] caseyc:
That's great, however you're shipping my replacement phone back using DHL again (after promising you'd ship it from China to avoid the customs charges) which is going to cost me between $30-$60 all over again.

I plan on refusing the shipment if they try to collect FYI.

Regardless of changing the process to ship it back, perhaps an entire overhaul of EVERY process is required? Invites system that doesn't work, quality control that doesn't catch a non-working rear camera, return shipping using a company that requires a novel of paperwork, charging shipping on a refund, repeatedly using a courier that incurs customs charges to the customer, etc.

OnePlus is an absolute joke and the OnePlus One is just another $500 phone when all is said and done.

Avoid buying if at all possible.
[ONE General] Luxferro:
Don't forget to have your credit card company charge back the initial purchase :angel:

I've got an invite the other day. have like 8 hours left to decide.. but think I am just gonna let it timeout. Shipping stuff from china shouldn't come close to costing $60. I ordered something semi-expensive that shipped from Hong Kong w/ next day shipping for less than $30, all via fed ex.
[ONE General] :
can I have it?
[ONE General] Luxferro:
It's already claimed and tied to my account.
[ONE General] :
can I have your account?
[ONE General] caseyc:
Called DHL and once again there is a $33 customs fee attached to the shipment.

This brings the grand total of the phone to approx. $485 and who knows if the new one is even going to work.

OnePlus didn't even mark on the shipment that it was a warranty replacement like they said (and are supposed to for customs), I'm pretty sure they WANTED me to get screwed over with customs again.

OnePlus and DHL can both rot in hell together.
[ONE General] caseyc:
You can have mine for $600 BNIB, shipped.

Sadly that would only give me $100 profit at this point, hah...

Oh man, screw this phone and the company that "made" it.
[ONE General] IIIPowerIII:
Shipping a box like that with 350$ insurance will cost you 30$... And it's a 2 days shipping.

I send a lot of packages with USPS and it's the price.

I'll receive mine tomorrow, it left CA this morning. For 30$ shipping, it's an awesome speed for delivering it to Canada.
[ONE General] caseyc:
Sadly I wish they shipped it from China - it's unlikely that I would've been charged customs again if they would have.

Instead, they ignored everything they promised to do (ship from China, mark the package "Warranty Replacement" to avoid customs), and shipped from California using DHL all over again, with no mention at all that it is a warranty replacement.

The cost so far is up to approx. $485.
[ONE General] caseyc:
You're totally right, just be prepared when DHL shows up at your door asking for another $30-$60 in customs fees.

It's not the shipping charge that bugs me, it's the customs charges. I'm now up to $98 in shipping ($30 for original shipping, $33 customs the first time, $35 customs for the warranty replacement).
[ONE General] Denisuu:
I just ordered mine i'm pretty sure I wont regret it... Got an invite after all :D I held 2 scalper phones yesterday they where great still I wanted the european one.

if you decide that you don't want it I could use a few more, but I guess there are many :D

I really really hope that mine isnt faulty so I dont have to go trough all of this trouble
[ONE General] IIIPowerIII:
I already paid my fee from DHL.

If they shipped by UPS/FedEx it would be much higher. They took the fastest method while being the lowest fee.

You can't order international and not expecting border/importing fee.

These fee have nothing to do with OnePlus One. You didn't order a 20$ item so that fee was expected.

You know you can do all the importing paper yourself and save these fee, all the company offer it. You need to call them and go to the border, so you choose to loose a day of work or pay 30$, the choice is easy.

For the RMA cost, im pretty sure they made a mistake and contact them and theyll give your fee back.
[ONE General] caseyc:
It wasn't international, it was national. USPS, UPS, and FedEx all haven't charged customs at all. I've ordered a lot of phones from the US and the only one I paid customs on before this one was the nexus one, again using DHL.

Believe me, I'm not new to ordering stuff online. Between oneplus not shipping from China or labelling it a warranty replacement like they said they would, and DHL charging $35 customs twice for the same product, you can't tell me that you wouldn't be upset about it.
[ONE General] IIIPowerIII:
Something from US to the canada with Fexdex and UPS youll have a fee to pay 100% of the time, unless you pay them upfront in the shipping. Order from Amazon.com and they charge it upfront, order from someone, theyll make you pay once you receive it.

The only exception is USPS that sometime charge them but more of the time, nope

And you can be lucky with your 30$ DHL Fees, here they are 72$.
[ONE General] maddog497:
They aren't upset about the fee, it's the fact they are having to pay the fee the second time for replacing the first defective phone. I agree that there shouldn't be a second fee for this. I am not sure but if you contact customs after the fact and show it was a warranty issue, they may reimburse you.
[ONE General] IIIPowerIII:
You know OnePlus one guy are human too. It might be a mistake, he didn't even contact them to see if they would reimburse it. A warranty is always free and that should be the case here.

OnePlus one might not even know that they forgot to check warranty one...
[ONE General] maddog497:
Your right, they are human. But if you read the whole thing, he stated to them his concern about getting billed twice for import fees and they confirmed it would by marked warranty replacement and that didn't happen.

Mistakes happen and hopefully they realize that and make good on it.
[ONE General] caseyc:
Uh, what the hell? Did you not read any of my post?

1: They said they would label it "Warranty Replacement"

2: They also said it was coming from China

3: It left California via DHL directly

4: Called DHL, it wasn't labeled warranty replacement like they said it would be. DHL had no idea at all, I ended up having to provide paperwork to prove it.

Every word of this is in my update. They had no reason to mess that up at all, it was OnePlus who had said initially that they would try to avoid customs fees by labeling and such, which they didn't do.

Also, regarding DHL, using your own experiences and generalizing them for all of Canada? Doesn't work that way. I already told you, I've bought many things from the US using mostly UPS and USPS, and I've NEVER been charged customs at the door by either of those companies. Tennis racquets from Amazon.com, Chromecast from Amazon.com (before they were available in Canada), no customs, and nothing including in the shipping charges labeled as being for customs. In fact in both cases I'm pretty sure I used the free worldwide shipping which is just USPS.

The last time I was charged customs was when I bought my Nexus One about 4 years ago, $60 fees via DHL. It was also the last time I used DHL.

In fact, even if I had the customs reimbursed, $14.25 of the $33.56 on the original customs charge was

DHL PROCESSING FEES

. Not actual customs fees, just DHL fees for bringing the item into Canada and passing it by customs.

Again, your experiences are your own, but I've never been charged customs charges by anyone other than DHL, period. Quit making up rules about 100% of the time things shipped from the US to Canada are charged customs... hahah, oh man.

DHL is hands down the worst courier to use for shipping from the US to Canada, at the very least in my situation. Maybe you live in NWT or Yukon or something where customs are taken more seriously, but here I don't get nailed by anyone but DHL.
[ONE General] IIIPowerIII:
Did you contact them after that? Nope. They said they would make it a warranty one but the guy who shipped it didn't.

So just contact them... Customer suck so much, they can't even read in your mind.

If they don't want to reimburse it after you contacted them, then yes there's a problem. But right now all I see, you have a problem and do nothing but cry on the Internet.

But that's fine I'm out of this thread, ill enjoy my One tomorrow.
[ONE General] caseyc:
Oh sorry, I didn't realize you were me.

Of course I contacted them after finding out I was being charged customs, I'm still waiting for a response. They don't have a phone number or direct email access, all they have is a support ticket system that they take anywhere between 12-36 hours to respond to. I've asked them to reimburse the customs charges, they haven't responded yet.

As I explained earlier in the thread (that you didn't read), I'm posting this so everyone can see the crappy experience I'm having with them. I'm not writing it here to get anything done about it. I have 2 support tickets and an RMA ticket open with them to handle these issues. They just don't respond quickly and can't actually provide what they say they will (as I've explained numerous times) which is why I wanted to share the story.

And who's crying on the internet? I had a story clearly explaining everything, you didn't read it and began arguing points that don't even make sense about your shipping history (which apparently also 100% applies to all 35 million Canadians).

Resorting to insults generally means you realized you're wrong, and I appreciate that because I think we knew it anyway.

Good chat, later bud!
[ONE General] caseyc:
Also, not to be a total jerk (because I don't wish this hell that I'm going through on even my worst enemy) but I kinda hope you have an issue with the phone so you can truly understand what a nightmare it is to deal with them.

Instead of blindly defending a company you know nothing about, try putting yourself in my shoes. It's obviously a first world problem, but damn is it ever frustrating!
[ONE General] an_xda:
This is a horrible experience. I placed my order today and will hope for the best. Seems the yellow-band issue is pretty common... Fingers crossed though.

Just wanted to confirm - did you decide to live with the yellow-band issue (not as big a deal as it is made out to be) and RMA'd only for the camera issue?
[ONE General] caseyc:
Yeah I did. I didn't find the yellow band all that intrusive, especially considering how impressive the display was otherwise.

I would've gladly kept the phone had it not had a defective camera.
[ONE General] caseyc:
Alright, so finally some good news!

To my extreme surprise, I received a call from Andy at OnePlus this morning. I had actually requested a phone call during the initial RMA request, so after several weeks without a call I definitely wasn't expecting one now. This is the only response I have had since informing OnePlus that there were customs charges on the second shipment a few days ago, so I was impressed to see that they were concerned enough to actually call about it. That, and I left some pretty heated words in the support ticket that may have forced the call. I'm not sure, but either way I was definitely happy to receive the call.

Anyhow, Andy assured me that if I did indeed get charged a second set of customs charges that OnePlus would have no problem reimbursing them for me. He sent a follow up email so that I knew where to send the invoice/receipt to, and so that's where things are sitting now.

On a side note, I managed to negotiate the charges down with DHL from $35 to $15, but not without providing them every single piece of proof I had (export paperwork with TNT, commercial invoice, copies of RMA info from 1+ website, etc.) that I had shipped the other unit back to them. Even still, I am hoping that they hold up their offer and reimburse the remaining amount.

I'll update again once everything is sorted out. Fingers crossed...