[OnePlus X General] BonsaiGil:
OPX Screen Replacement Correspondance

Bit of a long one here, but I though I'd share my experience trying to get the OnePlus X screen repaired through OnePlus directly. So far I've not had much luck. You can see the correspondence below. The price has seems to be rising and I haven't heard anything back from OP for coming up to a week.

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James - December 18, 2015 15:43

The front screen is cracked. The touch screen is still working. What would the replacement cost be?

Miguel December 18, 2015 21:33

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Hi James,

Welcome to OnePlus customer service. I'm sorry to hear about your OnePlus device. Could you please send us a clear photo showing the damage to the phone for us to better assess the situation?

Regards,

Miguel

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James - December 19, 2015 14:44

Hi,

Please see attached picture.

Kind Regards,

James

IMG_20151219_144027.jpg (3 MB)

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Miguel December 19, 2015 20:35

Hi James,

Thank you for the quick response and for sending the requested photo. I will now forward your ticket to our repair team for further assistance and instructions.

Best regards,

Miguel

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Frida December 23, 2015 08:39

Hi James,

Sorry to hear what happened to your One. Since such damage to the screen 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:

Touchscreen display repair GBP 90

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 and repair order for you to pay. And 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,

Frida

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** This case closed as it was over Christmas so I opened a new support case. I've posted the information below.

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James - January 04, 2016 11:35

I'd like to request the previously quoted screen repair service.

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David January 04, 2016 16:19

Hi James,

Sorry for the trouble you had gone through. I will now escalate this ticket to our RRR 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,

David

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James - January 06, 2016 12:24

Hi David,

Thank you for your help.

How long does the escalation usually take? I've not heard anything from the RRR Specialist yet.

Thanks

James

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Carmel January 06, 2016 18:07

Hi <User Name>,

Thank you for your patience. Based on the feedback from our technicians we have determined that your device is qualified for repair, please see below for the repair unit and price:

Repair Unit: 1 - OnePlus X Onyx (UK)

Repair Price: 110

Note: You will not be required to pay for the repair fee until we receive your parcel

To finalize this procedure, you will need to follow these instructions:

Step 1. Verify your RMA

Please verify your RMA to verify your request 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 2. Ship with prepaid label

Please head over to Royal Mail to complete your label

Choose "Faulty" for reason for return, and follow the instructions online to make your own label, then print it out.

Please take the necessary precautions in making sure you back up all your data as well as remove any additional accessories or personal items from the device.

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.

Please include the receipt for your device in your parcel. This can be found in your OnePlus.net account under My Orders.

Make sure that your parcel is ready to be shipped and your device is securely packaged

Take your package to your local post office and use the printed pre-paid label to drop off the package there.

Make sure you keep the receipt (with the tracking number) once you hand over the package to the post office

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.

Keep safe,

Carmel

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James - Thursday at 10:40

Hi Carmel,

In previous correspondence I received the following email:

"Hi James,

Sorry to hear what happened to your One. Since such damage to the screen 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:

Touchscreen display repair GBP 90

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 and repair order for you to pay. And 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,

Frida"

This email states the repair cost would be £90 with shipping included in this.

It also said this would be valid for 90 days.

Your correspondence has added £20 pounds onto the cost and I'm unsure why as its been nowhere close to 90 days.

Hope you can help.

Kind Regards,

James

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James - Monday at 12:40

Hi,

Hope you're well.

Is there any update on my last message?

Hope you can help.

Kind Regards,

James

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** So far I've still heard nothing back... what seemed to be really good customer service at first, is changing quickly.

Just wanted to share with everyone as I think they seem to be chopping and changing with their repair costs.

£90 with collection and return postage seemed good, on Vifocal the screen alone is around £70.

Anyone else had a successful screen repair?