CS - Camaymayan, Jefflee
Sunday, 14 June 2015
Saturday, 13 June 2015
In my opinion, OnePlus is no longer acting in good faith
michaelmaguireSatur
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
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
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
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
Wednesday, 10 June 2015
My insistence that the OnePlus One is not fit for use
michaelmaguire
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
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
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
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
Monday, 8 June 2015
My plea for help -- it's time for OnePlus to step up here and RMA the product
michaelmaguire
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
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.
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)
Certificates - https://s3.amazonaws.com/
USB Drivers -> https://developer.android.com/
Android SDK for Windows -> https://dl.google.com/android/
Android SDK for MAC -> https://dl.google.com/android/
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.
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
Jessa
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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.
Jefflee