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

My insistence that the OnePlus One is not fit for use

michaelmaguire Wednesday at 19:29

 

Hi Jessa,

I'm sorry, but I feel like I've already expended enough time on this.
Also, I don't feel it would be appropriate for me to ask someone else to let me install SDKs so that you can remote into their computer.

A phone which can't be put in a pocket while 'on' for fear of it calling emergency services is simply not fit for use.

I feel like I have been very diligent so far in helping you with your defective product, and I'd like to be done right by now as a customer.

Please refund my money or supply a new OnePlus to try instead (on the chance that it's a one off hardware defect instead of a software issue).

Regards,
Michael

OnePlus insists on me finding a friend's PC on which I should install an SDK for remote debugging

Jessa Wednesday at 16:21

 

Hi Michael,

Thanks for getting in touch. I understand how frustrating it is of not being able to use your OnePlus phone and have to go through a remote session to resolve your issue. Many had the same reaction too. In the long run, numerous OnePlus owners found out that performing the remote session with Level 2 Tech support resolved their issue. Moreover, we will be more than happy to go over with you on the other options in case my recommendation does not work.

We understand as well that you may not be able to perform the steps since you do not have a computer, however, we would really appreciate if there is an available computer that you can work on, like a friend or relative's computer, and spare just a few minutes for the remote session. Our Level 2 Specialist will be able to completely resolve the issue on the device, so as to save your time as well in sending the device for repair. Our Level 2 Specialist will determine as well if the device needs to be replace or repair.

Please let us know if you have any concerns.
Regards,
Jessa

My plea for help -- it's time for OnePlus to step up here and RMA the product

michaelmaguire Monday at 00:40

 

Hi, I'm sorry but I don't have a Windows PC. I borrowed my wife's twice for the two patches you asked me to try so far, but she depends on her computer for work and it wouldn't be responsible for me to do what you're asking with it, in terms of installation and remoting in.

I think I've been more than patient and it's time for you to step up in terms of customer service. I know how hard it can be to make a new product (I am a developer and many years ago developed a smartphone called the BlackBerry) but there's a real bug here.

Today while testing (the latest software I was updated to, apparently not quite the version you asked) I locked the phone and put it in my pocket. A bit later I heard it dialing -- the bug had happened again and it was in the emergency dialer.

Having to turn a phone off before putting it in your pocket just isn't fit for purpose.
It's time for you to send a return packet for this phone. As a developer, I think I've offered useful help and feedback -- I support the idea of your brand and I'd be happy to try another instance of your device to see if I run into the same problem. But if you'd rather not I'll accept my money back too.

Regards,
Michael

OnePlus response: They want me to install SDKs on a Windows Machine and allow a remote debugging session

Jessa (OnePlus)

Jun 8, 06:02

Hi Michael,

Thank you for your quick response.

I understand the urgency of having your issue resolved and being able to use the phone again to its full potential. There will be a need to proceed with booking a remote session to resolve your issue. During the remote session, a Level 2 Tech Specialist will be sending certain files to be extracted together with the installation of certificates and drivers on your PC. There will be a need to tether your OnePlus 1 to your PC and through the remote session, patch fix/ flashing to another ROM may be performed. Furthermore, the process should approximately take up to an hour and you have the option to stop at any point in time.

Access the link below 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.

http://oneplus.setmore.com – HongKong Time Zone
http://oneplustech.setmore.com – Eastern Time Zone

Before the remote session, it is necessary to back up your files from your OnePlus 1 and that the following files below have been download on your PC.Please note that we need WINDOWS MACHINE for this process. (Windows 7 & above)

Oxygen - https://s3.amazonaws.com/oneplussupport/oxygen-dlt.rar

CM - https://s3.amazonaws.com/oneplussupport/DLT-CM.rar

Certificates - https://s3.amazonaws.com/oneplussupport/qc.rar

USB Drivers -> https://developer.android.com/sdk/win-usb.html

Android SDK for Windows -> https://dl.google.com/android/adt/adt-bundle-windows-x86-20140702.zip

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

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,
Jessa

2nd patch applied, but problem still occurring -- sometimes for extra fun emergency dials

michaelmaguire

Jun 7, 07:18

I've followed the instructions up to the part where I've just finished running "ONEPLUS ONE - 1.bat". The device rebooted. Now I'm trying to put it into fastboot mode so I can run "ONEPLUS ONE -2.bat" but I'm having a lot of trouble getting the device to be recognized anymore by Windows.

I now seem to see a device not recognized error. I've tried rebooting both Windows and the device.

I've also tried switching the order -- running "ONEPLUS ONE -2.bat" which says: < waiting for device > then plugging in the device.

It finally showed:

######### This patch is Created by ONEPLUS Technical Support. #######
###### This patch should only be used for ONEPLUS ONE 64GB Global Version. #####
#
< waiting for device >
erasing 'persist'...
OKAY [ 0.031s]
finished. total time: 0.031s
target reported max download size of 1073741824 bytes
sending 'persist' (4244 KB)...
OKAY [ 0.141s]
writing 'persist'...
OKAY [ 0.109s]
finished. total time: 0.250s
erasing 'reserve4'...
FAILED (status read failed (Too many links))
finished. total time: 1.250s
sending 'reserve4' (5176 KB)...
FAILED (command write failed (Invalid argument))
finished. total time: -0.000s
erasing 'oppostanvbk'...
FAILED (command write failed (No such device or address))
finished. total time: -0.000s

And then Windows reported that fastboot.exe has stopped working.

I'll try a few more combinations to see if I can get it to let me run "ONEPLUS ONE -2.bat" 

-----

michaelmaguire

Jun 7, 07:20

This time it seemed to work:

######### This patch is Created by ONEPLUS Technical Support. #######
###### This patch should only be used for ONEPLUS ONE 64GB Global Version. #####
#
erasing 'persist'...
OKAY [ 0.030s]
finished. total time: 0.030s
target reported max download size of 1073741824 bytes
sending 'persist' (4244 KB)...
OKAY [ 0.136s]
writing 'persist'...
OKAY [ 0.088s]
finished. total time: 0.225s
erasing 'reserve4'...
OKAY [ 1.610s]
finished. total time: 1.610s
target reported max download size of 1073741824 bytes
sending 'reserve4' (5176 KB)...
OKAY [ 0.166s]
writing 'reserve4'...
OKAY [ 0.107s]
finished. total time: 0.273s
erasing 'oppostanvbk'...
OKAY [ 1.618s]
finished. total time: 1.618s
target reported max download size of 1073741824 bytes
sending 'oppostanvbk' (10240 KB)...
OKAY [ 0.324s]
writing 'oppostanvbk'...
OKAY [ 0.143s]
finished. total time: 0.467s
target reported max download size of 1073741824 bytes
sending 'boot' (5578 KB)...
OKAY [ 0.178s]
writing 'boot'...
OKAY [ 0.092s]
finished. total time: 0.271s
target reported max download size of 1073741824 bytes
erasing 'userdata'...
OKAY [ 1.827s]
sending 'userdata' (141075 KB)...
OKAY [ 4.420s]
writing 'userdata'...
OKAY [ 2.522s]
finished. total time: 8.768s
target reported max download size of 1073741824 bytes
erasing 'system'...
OKAY [ 0.251s]
sending 'system' (801285 KB)...
OKAY [ 25.088s]
writing 'system'...
OKAY [ 14.815s]
finished. total time: 40.154s
target reported max download size of 1073741824 bytes
sending 'recovery' (7510 KB)...
OKAY [ 0.238s]
writing 'recovery'...
OKAY [ 0.116s]
finished. total time: 0.356s
target reported max download size of 1073741824 bytes
erasing 'cache'...
OKAY [ 0.033s]
sending 'cache' (10432 KB)...
OKAY [ 0.330s]
writing 'cache'...
OKAY [ 0.174s]
finished. total time: 0.539s
target reported max download size of 1073741824 bytes
sending 'modem' (56337 KB)...
OKAY [ 1.766s]
writing 'modem'...
OKAY [ 0.726s]
finished. total time: 2.493s
target reported max download size of 1073741824 bytes
sending 'sbl1' (295 KB)...
OKAY [ 0.013s]
writing 'sbl1'...
OKAY [ 0.021s]
finished. total time: 0.034s
target reported max download size of 1073741824 bytes
sending 'dbi' (11 KB)...
OKAY [ 0.004s]
writing 'dbi'...
OKAY [ 0.014s]
finished. total time: 0.018s
target reported max download size of 1073741824 bytes
sending 'aboot' (376 KB)...
OKAY [ 0.015s]
writing 'aboot'...
OKAY [ 0.022s]
finished. total time: 0.037s
target reported max download size of 1073741824 bytes
sending 'rpm' (185 KB)...
OKAY [ 0.009s]
writing 'rpm'...
OKAY [ 0.026s]
finished. total time: 0.035s
target reported max download size of 1073741824 bytes
sending 'tz' (283 KB)...
OKAY [ 0.012s]
writing 'tz'...
OKAY [ 0.021s]
finished. total time: 0.034s
target reported max download size of 1073741824 bytes
sending 'LOGO' (9591 KB)...
OKAY [ 0.304s]
writing 'LOGO'...
OKAY [ 0.135s]
finished. total time: 0.439s
...
OKAY [ 0.013s]
finished. total time: 0.013s
rebooting...

finished. total time: 0.005s
It is done Now :)
Press any key to continue . . . 

-----

michaelmaguire

Jun 7, 07:27

I now seem to have version:

CyanogenMod version 11.0-XNPH38R
Android version 4.4.4
Baseband version MPSS.DI.2.0.1.c7-00020-M8974AAAAANPZM-1
Kernel version 3.4.0-cyanogenmod-g33fa374
build04@cyanogenmod #1 Mon Oct 6 11:03:38 PDT 2014
Build number KTU84Q

I'm immediately being prompted for a system update, which I'll accept 

-----

michaelmaguire

Jun 7, 07:32

After the incremental update, I'm now at:

11.0-XNPH44S
4.4.4
3.4.0-cyanogenmod-gd8c0761
build04@cyanogenmod #1
Tue Nov 4 11:57:57 PST 2014
KTU84Q 

-----

michaelmaguire

Jun 7, 07:37

It is now telling me that my system is up to date and that no updates are available, even when I manually check.

This seems a bit strange, given that I know Lollipop 5.0.2 is out there.

Can you give me a bit more background about what we are doing here? Are you intentionally trying to get an older version (4 Nov 2014) of the Cyanogen build so we can see at which point in your releases a touchscreen problem might have been introduced?

Is this the version you want me to test? 

-----

michaelmaguire

Jun 7, 18:10

I have now been offered an incremental and a full system upgrade to Lollipop, which I accepted. I now have:

12.0-YNG1TAS17L
5.0.2
3.4.67-cyanogenmon-g1cbb9b0
Tue Apr 21 2015
LRX22G

Can you confirm that's the version you wanted me to test for the problem? 

-----

michaelmaguire

Jun 7, 18:12

(This seems like exactly the same version numbers you had me test back in May 13, 2015 20:18 above) 

-----

Jessa (OnePlus)

Jun 8, 02:19

Hi Michael,

Thank you for keeping in touch. The patch we sent to you contains CM 11S version 38R with TPK 20 that will help us fix the problem with your One.

i just want to know if you are still experiencing problem with you phone? Please keep us posted.

We'll wait for your response.

Regards,
Jessa

-----

michaelmaguire

Jun 8, 03:24

So are you saying you want me to repeat the process, but this time NOT accept the updates offered?

Where do I find the TPK 20 version number?

OnePlus proposes another patch

Jessa (OnePlus)

Jun 7, 00:22

Hi Michael,

Thank you for keeping in touch and we appreciate your cooperation of sending us the requested photos.

I feel sad that the issue still persists after running the first patch. We will be sending you another batch file that can fix the problem. I understand that you performed the steps before but this is different patch.

We prepared an Automated batch file which will fix your issue automatically, all you need to do is to download the zip file from the link below and extract it, after extracting please open the "README.pdf" and follow the instructions.
PLEASE NOTE :- IT WILL DELETE ALL YOUR PHONE'S DATA> PLEASE BACK UP YOUR PHONE'S DATA

https://s3.amazonaws.com/oneplussupport/OPO-Display-patch.zip

Please note that this patch is not applied for accessories or physical damage issues. Also this will only work on Windows computer.

Kindly get back to me for the result. Thanks for your kind cooperation.

Regards,
Jessa

Pictures taken (posted on this blog)

michaelmaguire

Jun 5, 08:52

Hi, I have taken the pictures you have requested. Please find them here:

http://oneplusoneproblems.blogspot.co.uk/2015/06/oneplus-one-photos-as-requested-interior.html

http://oneplusoneproblems.blogspot.co.uk/2015/06/oneplus-one-photos-as-requested-exterior.html

Can you please advise as to the next steps?

Regards,
Michael

OnePlus One photos as requested (interior)

OnePlus One photos as requested (exterior)

OnePlus Support wants pictures of my phone before proceeding any further

CJ- Menoza, Elmer (OnePlus)

May 24, 15:36

Hi Michael,

Thank you for your reply. Please send us a few clear pictures of the device from all angles ( the front side , back side, left side , right side , the top and the bottom of your device) and also send us a picture of the back of your Oneplus One (Without the sandstone/baby silk cover). To learn how to remove the back cover from your OnePlus One you can watch the video from the link below

https://www.youtube.com/watch?v=I8nF0eHL5cY

Once we receive these pictures from you, we would be happy to assist you further.

Thank you

Best regards,
Elmer

Fun times with OnePlus's customer support email gateway not working

michaelmaguire

May 23, 18:01

Hello. This issue isn't resolved -- it has reoccurred.

Apparently your email reply gateway for customer service requests isn't working.

I.e. your email says "###### please type reply above this line ######" but you never seem to get the replies.

What would you like me to try next?

Regards,
Michael

Fun times with OnePlus patching instructions -- but now updated to correct patch version

Maloloy-on Maricar (OnePlus)
   
May 16
       
to michaelmaguire
##- Please type your reply above this line -##

Your request (298135) has been updated. To add additional comments, reply to this email with your message typed above this line.
Maloloy-on    

Maloloy-on Maricar (OnePlus)

May 17, 03:34

Hi Michael,

Thank you for trying our patch fix, yes that's the correct information. My question is that after the patch fix was the issue on your device resolved? Please give us a feedback

Thank You for your cooperation!

Regards,
Mary

-----

michaelmaguire

May 14, 04:18

After the update, I now have:

Cyanogen OS version
12.0-YNG1TAS17L

Android version
5.0.2

Baseband version
D1.3.0.c6-00230-M8974AAAAANAZM-1

Kernel version
3.4.67-cyanogenmod-g1cbb9b0
build04@cyanogenmod #1
Tue Apr 21 13:54:34 PDT 2015

Build number
LRX22G

Can you please confirm this has the version you'd like me to test with?

-----

michaelmaguire

May 14, 04:00

After attempting that update again, I now see YNG1TAS17L available for my system for lollipop. Installing it now.

-----

michaelmaguire

May 14, 03:56

Strangely, checking System/About phone/Updates shows::

XNPH05Q Incremental

available again. Trying to install it again.

-----

michaelmaguire

May 14, 03:54

Rebooting phone and looking in Settings/About phone, I now seem to be back down to


Android version
4.4.4

Cyanogen OS version
11.0-XNPH05Q

Kernel Version
3.4.0-cyanogenmod-gc73a4ec
build04@cyanogenmod #1
Wed Jan 28 11:41:35 PST 2015

Build number
KTU84Q


Can you please confirm this is the version you expected me to end up with?

Cheers,
Michael

-----

michaelmaguire

May 14, 03:44

I did:

r did you mean:

- Power Off your ONEPLUS ONE and remove the USB cable (if connected).
- Now Press and Hold Volume UP and Power Button. Your Device should enter into fastboot Mode.

then resumed at step:

- Now Run “ONEPLUS ONE -2.bat”

This seemed to complete the load with success.

Immediately after first boot, after doing a bit of sign-in setup, I see:

XNPH05Q Incremental

available, which I am installing now.

-----

michaelmaguire

May 14, 02:42

Hi, your README !!!!!!!!.pdf instructions are unclear.

They state (with round bullet points, not numbers):

Now Run “ONEPLUS ONE – 1.bat”
Your device may reboot after running this step, if it is rebooted then, please put the device back in fastboot mode (Repeat step 1, 2 and 3). If the device is not rebooted then follow the next step.

My phone rebooted after running ONEPLUS ONE – 1.bat”.

Given that the steps aren't numbered, do you want me to re-run exactly first three bullet points:

- Back up your data.
- Power Off your ONEPLUS ONE and remove the USB cable (if connected).
- Now Press and Hold Volume UP and Power Button. Your Device should enter into fastboot Mode.

Or did you mean:

- Power Off your ONEPLUS ONE and remove the USB cable (if connected).
- Now Press and Hold Volume UP and Power Button. Your Device should enter into fastboot Mode.
- ONEPLUS ONE – 0.bat

Suggestion from OnePlus tech support to try a patch

Jhan (OnePlus)
   
May 12
       
to michaelmaguire
##- Please type your reply above this line -##

Your request (298135) has been updated. To add additional comments, reply to this email with your message typed above this line.
Jhan    

Jhan (OnePlus)

May 12, 16:25

Hello michael,

Thank you for getting in touch.We apologize for the inconvenience caused to you.

Please try this software patch as this may fix the issue for you.

All you need to do is to download the zip file from the link below and extract it, after extracting please open the "README.pdf" and follow the instructions.

PLEASE NOTE :- IT WILL DELETE ALL YOUR PHONE'S DATA> PLEASE BACK UP YOUR PHONE'S DATA

https://s3.amazonaws.com/oneplussupport/ONEPLUS+ONE-FIX-Windows.zip

Please note that this patch is not applied for accessories or physical damage issues. Also this will only work on Windows computer.
Let us know if it fix the issue.

Best regards,
Jhaniece

Fun times with OnePlus email reply gateway not working, but at least OnePlus can now view YouTube

Leo (OnePlus)

May 8, 04:50

Hi Michael,

Thank you for your prompt response. I will now forward your issue to the concerned department.

Best Regards,
Leo

michaelmaguire May 8, 04:48 For clarity's sake, let me repeat my message: Hi Leo, I've uploaded the video to YouTube.com for you, and tested that the link works from my phone and my laptop: https://youtu.be/nIO0EFLlvqo Can you try again, and let me know if you're having a problem viewing YouTube videos? Cheers, Michael

michaelmaguire May 8, 04:47 Your email reply gateway doesn't seem to have worked: MIME-Version: 1.0 Received: by 10.28.62.80 with HTTP; Tue, 5 May 2015 09:45:40 -0700 (PDT) Received: by 10.28.62.80 with HTTP; Tue, 5 May 2015 09:45:40 -0700 (PDT) In-Reply-To: <XZVCVB0Z_5548de048c87e_26543f8f9fecd31c4871e2_sprut@zendesk.com> References: <XZVCVB0Z@zendesk.com> <XZVCVB0Z_5548de048c87e_26543f8f9fecd31c4871e2_sprut@zendesk.com> Date: Tue, 5 May 2015 17:45:40 +0100 Delivered-To: michael.maguire@gmail.com Message-ID: <CAEYw0YFOpEmDMbxGqCNiJEnfz05jEt1uNb0CDcpAqe8iLzY2PQ@mail.gmail.com> Subject: Re: [OnePlus] Re: My phone appears to have a hardware or software bug. How can I return it? From: Michael Maguire <michael.maguire@gmail.com> To: OnePlus <support@oneplus.net> Content-Type: multipart/alternative; boundary=001a114424b69dcfaa05155868bf --001a114424b69dcfaa05155868bf Content-Type: text/plain; charset=UTF-8 Hi Leo, I've uploaded the video to YouTube.com for you, and tested that the link works from my phone and my laptop: https://youtu.be/nIO0EFLlvqo Can you try again, and let me know if you're having a problem viewing YouTube videos? Cheers, Michael On 5 May 2015 16:13, "Leo (OnePlus)" <support@oneplus.net> wrote: > ##- Please type your reply above this line -## > > Your request (298135) has been updated. To add additional comments, reply > to this email with your message typed above this line.

Fun times with OnePlus not being able to view my YouTube video

Leo (OnePlus)

May 5, 23:13

Hi Michael,

Sorry for the inconvenience. We are having some errors when opening the video, may I request to please re-send it or upload the video on your Google Drive or Dropbox and just send us the link.

Best Regards,
Leo

Initial report to OnePlus customer support

Request received: My phone appears to have a hardware or software bug. How can I return it?
System (OnePlus) <support@oneplus.net>
   
May 5
       
to Michael
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Your request has been received and is being reviewed by our support staff. Please note that due to the large amount of support tickets we're handling, response may be slower than usual. If your issue may be something common, please check out our knowledge base at http://oneplus.net/support or our forums at http://forums.oneplus.net – where you might find your question already answered.

Should you solve your problem by yourself please log in to your ticket overview at https://oneplustech.zendesk.com/ and close your ticket.

Thank you for your patience!

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Michael Maguire

May 5, 18:04

Recently, my OnePlus One has started to misbehave when I try to bring it out of the lock screen. It appears to press buttons along the right side of the screen all by itself. I've uploaded a video of this behaviour here:

https://youtu.be/nIO0EFLlvqo

Note that it started doing it while I still had KitKat. I did a factory reset but it still occurred. I was then prompted recently to upgrade to Lollipop, which I did. The problem persisted, even after a factory reset again.

Perhaps there's something wrong with the touch screen?

Regards,
Michael

Decryption unsuccessful errors

As a general best practice for my personal data, I wanted to encrypt my phone, but ran into problems with this several times.

My OnePlus One has started misbehaving

Sometimes in the lock screen random buttons just start pressing themselves.

Started happening with KitKat. A factory reset and an upgrade to Android 5.0 Lollipop didn't help.