Problem solved: SOLD THE ONEPLUS AND BOUGHT SOMETHING ELSE

michaelmaguire Monday at 14:24

 

Hi, I noticed you've closed this ticket as solved.

The problem is not 'solved' with the phone, but it's solved for me -- I sold my OnePlus this morning.

Hopefully someone else will use the phone in a different configuration which won't expose this problem for them, or will find your 'lean' approach to customer service more appealing.

Cheers,
Michael

OnePlus closes down my ticket as solved (again)

This is an automated email from the OnePlus Support Team regarding ticket 298135

Hi michaelmaguire,


Just wondering if you've had a chance to review the latest update from Jefflee? Jefflee provided an update some time ago, but we haven't heard back from you.

The ticket is now marked as 'solved'.

However, if you'd like to provide an update, or require more time to work through our latest comment, simply reply to this email to reopen the ticket.

If your inquiry was resolved, this ticket will be closed in 5 days.

Thanks! Have a great day!
OnePlus Support

OnePlus begins to come clean: many have same problem "GhostTouch"

CS - Camaymayan, Jefflee June 16, 2015 16:49

Hi Michael,

Thank you for responding. Sorry for all the inconvenience that has caused to you.

Please understand that before offering a hardware repair or replacement, we need to assess the device more by doing the needed advance troubleshooting steps using the remote session with our engineering team that will only take an hour of diagnoses. Once the level 2 tech already provided the remote and still the issue persist, we then proceed with the necessary repair or replacement options. I personally recommend to book for the remote since you might not get a response right away depending on the queue build up.

In the meantime, kindly access the link below and follow the instructions.

https://forums.oneplus.net/threads/ghost-touch-fix.314410/

Hoping for your kind consideration and understanding.

Thank you and have a good day.

Regards,
Jefflee

Asking OnePlus again to RMA -- or at least treat my time as valuable

michaelmaguire June 15, 2015 20:40

Hello, I'm glad to hear that you don't just have Windows support as previously indicated, but also Mac support.

However, that doesn't solve the problem that I've already devoted enough time to your product.

It's OK for you to ask for my help as a customer, but it's not acceptable for you to assume it or demand it, and refuse service unless I volunteer more of it.

You're now really taking me for granted as a Software Test Engineer.

I've already provided about 3 hours of my time for you, and as I've indicated, that's all I have right now.

If you insist, I'm willing to offer further help, but at standard London STE rates. From checking out jobsite, £550/day seems reasonable -- note this is less than my normal rate. The minimum billable unit will be a half day at a time.

If you're happy with that, please send an email address so we can arrange for invoicing.

Alternatively, if you don't wish to value my time for what's it's worth, then RMA the phone and have your own people spend their time fixing it.

Regards, 
Michael

OnePlus still refusing to RMA -- insisting on me installing SDKs and testing for them

CS - Camaymayan, Jefflee June 14, 2015 15:51

Hi Michael,

Thank you for reaching out. Sorry to hear about that.

If in case you have a Mac PC please try this files.

Android SDK for MAC ->https://dl.google.com/android/adt/adt-bundle-mac-x86_64-20140702.zip

ROM ->http://builds.cyngn.com/factory/bacon/cm-11.0-XNPH44S-bacon-signed-fastboot.zip

AFX ->https://drive.google.com/file/d/0BwVwtv1me2AqTndRZ2RYbDQzNG8/view?usp=sharing

There is the link 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.

https://www.oneplus.setmore.com --HongKong Time Zone
https://www.oneplustech.setmore.com --EST Time Zone

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,
Jefflee

In my opinion, OnePlus is no longer acting in good faith

michaelmaguireSaturday at 13:47

 

Hello,

As I explained before, I don't have a Windows PC I can installed your tools on nor do I have any further time to devote to your faulty product.
I have already indicated this but you now appear to be ignoring my previous responses and it's beginning to feel to me as though you are acting in bad faith.

I have already:

1) provided a video of the problem in action ( https://www.youtube.com/watch?v=nIO0EFLlvqo )

2) attempted several firmware upgrades you have requested (documented in this ticket and now on a blog which I have published: http://oneplusoneproblems.blogspot.co.uk/ )

3) Taken hi res pictures of outside and inside of phone as you have requested ( http://oneplusoneproblems.blogspot.co.uk/ )

Your product is not fit for use.

If you wish to test the OnePlus One, RMA the product and perform whatever tests you need yourselves.

Are you refusing to refund or repair it? If so, I will have to appeal to the faulty goods provisions of the UK Sale of Goods Act 1979.

Regards,
Michael

OnePlus's "really understands" the situation but refuses to RMA

CS - Camaymayan, Jefflee Saturday at 20:08

 

Hi Michael,

Thank you for reaching out. We really understand the situation. Please remember that this is a step by step process, if in case the remote session won't help, the level 2 agents will determine whether you will be able to receive any replacements and warranties.

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.

Hoping for your kind consideration and understanding.

Regards,
Jefflee