Sep 27, 2023 07:47 PM
477 Views
Please find a brief customer service and customer care journey I had so far and nothing being resolved as of now.
30/08/2023 - Issue started with phone power button.
31/08/2023 - Went to the service centre in Aluva, they raised a service record IN09095X230831005. Since the part is not in stock, they mentioned they will call back. They didn't collect the device.
09/09/2023 - Service engineer called and informed parts arrived but cannot be covered under warranty as the power button is external component. In our defence, there is no external damage and to make an assessment phone were never with them. They cut the call rudely.
09/09/2023- I contacted the customer care and escalated the case with case ID 230909-005067. Promised callback in 24-48 hours by service agent.
12/09/2023 - No call back received even after 72 hours and I contacted the service centre again. Service centre agent assured it will be resolved at the earliest.
14/09/2023 - No calls again for 2 days and I contacted service centre. This time agent promised a callback by End of the Day.
15/09/2023 - No call backs again and I contacted the service centre. This time agent again promised a call back in 24 hours and assured he will personally track and get the ticket to a resolution.
As expected no calls received in 24 hours and I decided to wait for the call as contacting them and a moving deadline is not doing me any good and thought they will callback once everything is sorted out.
27/09/2023 - I received an email afternoon saying that the issue is now resolved as "the repair has been completed with your device and has been delivered successfully" where I was waiting for a promised call back or resolution for 12 days. They decided to close the ticket from there end even without moving a finger to help their KPIs probably.
27/09/2023 - I contacted the customer care again and this time the agent was telling as we have mentioned in the mail, issue is resolved. When I contested, they told I can collect the device from service centre while my device was never accepted by service centre. Then they mentioned the service centre will assess it and will provide final resolution were in first instance my complaint was about the service centre assessment. I have insisted on keeping 230909-005067 open as it is a testament for OnePlus failing customer care and incompetency. They have now opened another escalation 230927-008523 to keep their KPI clean while their customer satisfaction is dirty and on the floor. Now they have promised another call back in 24 hours and you all know what happens with OnePlus's promises lately.
