[ONE General] silverton:
I really just need to vent about this...

I initially emailed on 05/09/2015, I've made it nowhere in the RMA process other than verbally assaulting their tech support (I only sort of feel bad). I've been moved around to five different people. The first three told me the exact same thing. The fourth did what the third said they would, and the fifth is what the fourth said they would be.

05/09/2015 Melissa wanted a video of the problem.

05/15/2015 I told her that's not something I should have to do for a well documented defect.

05/17/2015 Chris wanted a video of the problem.

05/17/2015 I told Chris I didn't have another device to record video with and again said I thought it was ridiculous I had to do this.

05/17/2015 Chris requested a screencast video of the device showing its ghost touches.

05/17/2015 I told Chris that it was a cool day so that the device was not acting abnormally at the moment and asked if I should warm it up in the oven.

05/17/2015 Chris thanked me for the reply and said we would pick up once the problem showed again. 05/17/2015

05/17/2015 I sent Chris a link to "lmgtfy" with the search query "one plus one touch screen issues". 86.8M results. I then told him if we waited for my device to show the defect again, that I could be in a life or death scenario and being unable to unlock my device is just... I'm dead. Worst case, but seriously you guys. It could happen. 05/17/2015

05/17/2015 Chris again thanked me for the reply and said he would be escalating it to the proper department for assistance. 05/17/2015

05/19/2015 Elmer wanted a video of the problem, and pictures of the device.

05/19/2015 I told Elmer I didn't have another device to take video or pictures with, and then suggested he do an Advance RMA so that I could take pictures with a properly function OPO.

05/19/2015 I was with a friend that day and I low and behold, the scenario where I couldn't unlock my phone showed up! So I sent it to them.

https://drive.google.com/file/d/0B4MvQwyeqEj2M1dQSWNMaFdNOGs/view?usp=sharing

05/20/2015 The next day I send another screencast video of my phone.

https://drive.google.com/file/d/0B4MvQwyeqEj2X3BlVW5tYURHZzA/view?usp=sharing

05/21/2015 I send them an email saying I like how quickly the replies were when I was fighting them on the videos, but then don't reply when I do. I also told them they had lost me permanently as a customer. "it's good to end bad relationships early."

05/22/2015 Chrystle sends me links to two different zip files. One called, ONEPLUS+ONE-FIX-Windows.zip, and the other OPO-Display-patch.zip. She informs me that they are Windows or Mac only.

05/22/2015 I send two different messages, one saying that I do not run Windows or Apple operating systems on my computer, requesting that I get something that will be flashed in recovery, or something that could work with Linux. Fast forward through my work shift. I get home and download the files anyway and extract them. there is a .bat file in there with a bunch of commands flashing partition files using fastboot. open up a terminal and I start copying and pasting the lines so I don't make any mistakes. Get to the one about flashing the userdata partition, and the script as a typo. the file has a capital G and the script is showing a lower case g. Those are 500MB "patches" just FYI. One did nothing, and the other made it worse. They were both CM11S. http://i.imgur.com/bEq9Boy.png http://i.imgur.com/InuCpLo.png respectively.

05/23/2015 I send several messages. It's early AM but I send an email asking if it's amateur hour because of the typo in the first rom. Then another message saying that the typo was also in the other patch zip. Yeah, that's right. both zips had the same typo'd batch script. It's funny they treat us like we know nothing. I finish the email with "Idiots."

05/24/2015 Cherie asks if my device was ever dropped, bumped(???), or exposed to liquids. Also goes on to explain that the CPU and Camera are close together and that the camera material transmits heat quickly so the device can feel warm there. Then suggests I close apps running in the background. Also then recommends that I recondition the battery by fully charging and discharging it three times. And also says not to use the phone while it's charging because it needs to rest. She then wanted me to install a multitouch testing app to screencast, and also requests pictures.

05/24/2015 I say I've never dropped the device, and am unsure what they mean by bumped. And say the device hasn't been anywhere near water in my possession. (near enough to cause an issue anyway). I'm just going to quote myself here, "What causes overheating of the display? And my typing is not the problem. HTC MyTouch 4G, Samsung Galaxy S3, LG Nexus 4. Those three devices could keep up with me. Ah, those were the days. Such fond memories of accurate touch screens.S o the CPU is close to the other components in the phone? That's amazing! How do you do it in such a small package? Crazyness. Though, my Nexus 4 is even smaller, must be magic to be able to fit the cpu and camera in there together. Material of the camera transmits heat... Well, most things are conducive of heat. I close background apps frequently enough. I keep the screen brightness close to 50%. The phone needs a rest while charging? Why is that? Did it get fatigued? Is it tired? Did it have a long day? I've never had an electronic device that "needs to rest". Sounds like YOU NEEDed to improve the cooling capabilities of the device. My battery usage is also not abnormal, nor under heavy load does the battery get hot. I get 7 hours of screen on time. That's absolutely amazing! Now if only I could use it for those 7 hours I'm able to turn the display on. Common problem with Li-Po batteries that are old. Are you saying I have an old battery in my device that needs to be reconditioned? I better not since I've only just bought the phone a month ago. Pull the notification drop down menu down, press the back button, and restart the device... What? How's that any different than just rebooting it? The last step of this RMA process pretty much sealed the deal that yall are idiots, and this is just kind of the icing."

05/25/2015 Cherie requests pictures of my device. And says if I do she promises my device will be like new once she forwards me to their Level 2 support.

05/25/2015 I send them the pictures they requested.

05/26/2015 I send them a screencast AGAIN saying, "Can we stop playing games?"

https://drive.google.com/open?id=0B4MvQwyeqEj2dGNidWNxRlkzVFE&authuser=0

05/26/2015 Llores sends me an email about setting up a remote session with Level 2 support. Requests that I download a few files and to set up an appointment. For Windows there were five zips linked. One for OxygenOS(I'm presuming) "oxygen-dlt.rar" 784MB. One for CyanogenMod(again, presuming) "DLT-CM.rar" 512MB. a Certificates rar that I did not download, as these are probably Windows driver things. The Android SDK which I did not need. CM11S from cyngn website 510MB. And an archive titled AFX. Which has two files in it, a persist.img and a reserv4.img... a measly 10KB.

05/26/2015 "Are you new? Or did you just not read anything? The operating system on my computer is Debian Linux. No one needs to remote access my computer because I've already proven I'm smarter than you. I do not trust any of you to access my personal computer. It is unnecessary. If you're level two tech support maybe you can fix the amateur hour typo in the previous fixes automated scripts that didn't do jack didn't squat for my device. My device has an intermittent hardware issue that needs to be resolved with a different device that has been factory reconditioned or refurbished. No amount of software is going to fix a hardware issue. Waaaaiiiittttt, you guys are that dumb huh? Holy ****. LOLOLOL." and shortly after, "I hope you can understand, that I do not want anyone accessing my computer, and running commands. A miskey from an idiot at OnePlus (witnessed from a script typo and the inability to read a conversation history) could erase all of my personal files. I would be highly aggravated, and you've only seen me mildly irritated."

And there we are so far. This kind of service is absolutely unacceptable. It doesn't matter how much the phone was. Someone on the OPO forums said they paid for the phone, not tech support and warranties.

Also, the DLT files are password protected, which I'm sure the L2 support lackey knows the passwords, I'm trying to break in to it using rarcrack, but.... bruteforcing something is relatively slow.

05/27/2015 Cherie emails me again and from the sounds of it, she had no recollection of our previous conversation. She says that Level 2 tech support needs to remotely access my computer.

05/27/2015 I tell Cherie that I've already mentioned I will not be allowing anyone from their company to remotely access my computer. Request one of their computers be sent to me for them to remotely access and flash my phone. Then go on to say that they probably won't do that because you don't trust me with your data as much as I don't trust them with mine. Tell them I will be going through with a paypal dispute.

05/27/2015 Cinderella says, "Thank you so much for the response. We understand your point of view on the said issue,I understand how frustrating it is of not being able to use your Oneplus phone and have to go through with this process. Many felt the same reaction too. In the long run, numerous Oneplus owners found out that patch fix resolved their touchscreen issues as it may install those missing "TPK firmware" on the phone."

05/27/2015 I say I don't understand why someone needs to remotely access my computer when I've already proven that I'm more than capable. And that if she gives me the password I'll be out of their hair, forever and ever.

05/27/2015 Cinderella says she understands that a remote access can be challenging but my ticket is being handled in a timely manner by tech support and that remote sessions are recorded for security purposes.

05/27/2015 I tell Cinderella that they've done nothing to gain the trust for me to open up my computer to them. Say if they give me the passwords to the .rar's I would set up a remote session.

05/28/2015 Ethan emails me informing me that it is the tech that will be unzipping the files during the remote session, and to let him know when I've booked an appointment.

05/28/2015 I get on the site to book a remote session. The next available time is 06/06/2015 @ 6:30pm. No idea if that's local time or not, But either way, who is at work at 6:30pm OR 9:30PM? I send Ethan an email telling him the company is a joke, and that I'm getting my money back. I tick the "this issue is resolved" and hit the reply button.

I am really sad though, I love the phone and I wish it would work properly. :(