1) When I first decided to return my OnePlus 3, I went to the OnePlus website to look for instructions. The instructions make it sound like there is a return button right on your order history page, so I went there, but couldn't find any return button. I looked everywhere, but couldn't find anything. Oddly, I noticed that my order still said "Shipped out" and not complete or something, even though I had received the phone a week prior.
2) So next, I called OnePlus customer support hoping to initiate the return process over the phone. The girl on the phone seemed kind and told me she opened a return ticket and that I would be receiving an email with further instructions. Great!
3) Here is the email I eventually got from OnePlus:
Ok, so I confirm my email address.
4) And then this email:
Err, that's what I tried originally before I called, but it didn't work. And why do I even have to do this now? I thought the return request was already opened. I even have a ticket number. I just need instructions on how to send this thing back at this point. So I reply with:
5) Next reply from OnePlus:
Ummmmm.. yeah, I've already tried that multiple times. What the crap. So I reply:
I attached a screenshot of my order history page showing no return button and the "Shipped out" status.
6) OnePlus is back again:
Oh yeah, I'm sure cookies are the problem. So just to be diligent, I clear cache and cookies and try again. Same deal. This time I looked closer and actually noticed that even my OnePlus One and OnePlus 2 orders still say "Shipped out" and not complete. So I send this email back with another screenshot:
And that's where we're at currently...
2) So next, I called OnePlus customer support hoping to initiate the return process over the phone. The girl on the phone seemed kind and told me she opened a return ticket and that I would be receiving an email with further instructions. Great!
3) Here is the email I eventually got from OnePlus:
Quote:
| Hello ..., We will have to quickly verify your picking up address & shipping address before creating the RMA (Return Material Authorization). This is the address we have based on your OnePlus account. ... In case you want to specify a different picking up address & shipping address, please provide the shipping address using the format below so that we can update our records: ... Please let me know if you have any questions. Best, VS-Vince |
4) And then this email:
Quote:
| Hi ..., A pleasant day to you! This is Val from OnePlus RRR (Repair, Replacement and Return) team. Please be inform that in order to let our customers more efficiently deal with RMA (Return Merchandise Authorization) request, we have launch a function which customers can directly apply service request in "My order history Page". To create your RMA, please see below for a quick step by step tutorial: Step 1: Head over to your "My Orders" page <http://ift.tt/28YtgQK; and click the "service request" button to begin your repair and warranty claim. Step 2: Select RMA Type. You can select Return, Replacement or Repair. Step 3: Choose the Items. Step 4: Fill in Reasons and upload attachment. Step 5: Confirm the email. Step 6: Choose or input an address. Step 7: Submit the RMA request. If you successfully submitted the RMA, you can find it under My Account > Service Request. If there's an error upon making an RMA from our website, please provide a screenshot so that we can forward it to our web specialist and please let me know if you have any questions. Regards, Val OnePlus Customer Support |
Quote:
| I am not able to submit a return request from the order history page because the order still shows as shipped, but not delivered or complete, even though I received the phone a week ago. So if you can just go ahead and start the return process for me I would appreciate it. |
Quote:
| Hi ..., Thank you for updating us. I do apologize for the delay of response. Regarding your inquiry, you may visit you OnePlus Account since your order is already complete so you can create directly for your request. Please let us know if you have any other concerns. Best regards, Kelly |
Quote:
| There is no place to create a return request on my account! I already told you, and I checked again to make sure. My order says "Shipped Out", not complete, and there is NO button to start a return. Here is what my order history shows. It says my order is still shipping even though I received the phone 9 days ago, so there is no way for me to start my return from that page. |
6) OnePlus is back again:
Quote:
| Hi ..., Good day! Thank you for your quick response. Sorry for the inconvenience caused. I would like to confirm if were you able to try to refresh the webpage and deleted the cache and cookies or have tried using different browser? Hope this help. Please let me know if you have any questions. Regards, Val OnePlus Customer Support |
Quote:
| I tried deleting the browser cache and refreshing the page and there is still no button to start a return. I actually noticed that not even my OnePlus 2 or OnePlus One orders from previous years show as complete. They all stop at "Shipped out". Here is another screenshot of my order history page. I am growing impatient. I just want to return the OnePlus 3. How hard can it be? |
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