Realme Customer Service - Unprofessional, Pathectic & Non-Existent With Any Standards
Following is my horrific experience with Realme support or customer service. Providing screenshots of the communication that I had with Realme support (my personal details like name, location is obscured for privacy reasons). There is no exaggeration or dramatization. I also read that EU X2 Pro buyers also facing issues in receiving any replies to their concerns. They even deleting most of the posts in Realme Community forum, which talks about the issues faced by buyers. My only intention is to create awareness how unprofessional & shamelessly Realme CS team operates. For me it is never about the issue with the device but the service provided, even as big as a company Samsung is, goofed up with their Note 7 device but they acknowledged & recalled it. Sorry for the lengthy post, but IMO it is necessary for all the details to be presented. But if you don't have time & to put it in one sentence, it has been 15 days since I raised the complaint on 02-12-209 (very next day I received the device) & 7 days since I sent them DOA certificate on 09-12-2019(as requested by them) that I received from authorized service center (visited 2 days, travelled almost 200km, lost 2 work days), but still no reply from them.
Update 1: So, after bugging them on Twitter for 3 days & after I shared my experience with their survey team(I received a random call from their survey team asking how was my experience with their service center people during my visit to their service center), I was finally contacted by their Escalation team & then received an email from the so called "relevant" or "concerned" team, [email protected] (after 16 days I raised the complaint), asking whether I prefer refund or replacement. I replied them I want refund only. And the DOA certified device is picked up from me, at last (after 10 days of getting DOA certificate from their authorized service center). Now, I have to wait & see how many days they will take to to process the refund or to send a replacement device.
Taking out the long....... text of my full story(I'll attach the screen shot of the text I've removed in case any one wants to read it to kill their time -). But will update further as they deal with my case.
Update 2: Still haven't heard anything from them yet. They neither issued a refund nor a replacement device. This is day 8th since they picked up DOA certified device on 19th Dec, 2019 & it has reached them as per the tracking. I just tweeted at them asking about the status.
Final Update: After another series of tweets on their twitter handle over couple of days(27th & 28th Dec), asking what is it stopping them to provide a resolution even after DOA device has reached them, I got a call from a Service team guy ([email protected]) on 28th December who repeated same phrase that I've been hearing since 2nd December from everyone at Realme, 'The issue has been forwarded to "Concerned & Relevant" team which is Orders team ([email protected]), and I should expect to be contacted by them very soon'. I've asked him if it does even make any sense to them in repeating same sentence over different support channels (call, chat, email & twitter) yet nothing being done and threatened them I would drag them to Consumer court (although both he & I know it was a bluff & nothing will happen to them even if I do it). Anyway, yesterday 29th December, Realme guys have initiated refund & with that I'm greatly relieved this is over (I will never ever purchase anything from them directly). Advance Happy New Year to me!!.
Apparently, their support team negligence was not limited in my case only. Here is tweet from another guy who was still waiting for refund even though his device was picked up two weeks earlier & reached Realme warehouse a week earlier (I suppose he was seeking refund from the beginning unlike me who only wanted Replacement).
Did not read your whole post. I see you must be really butt hurt to have spent time to type all these. Surprised not a single party invloved tells you the phone comes with a pre installed screen protector and what you find may not even be on the actual screen.
mjskraju said:
Following is my...
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A tl;dl version please...
acyg said:
Did not read your whole post. I see you must be really butt hurt to have spent time to type all these.
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More than butt hurt lol, I actually typed it over few days on Word lol, not to post it here(although I wanted to share the screenshot of it here as well), but mostly to post the screenshot of the full story to Realme Support twitter handle, because every time I contact someone at Realme I had to this, explaining full story, anyway. And guess what happened, when I contacted them through twitter on the status of my complaint (after providing my details), they asked my "detail concern" (their exact words), and I just gave them link to this post, saved a lot of time for me -.
acyg said:
Surprised not a single party invloved tells you the phone comes with a pre installed screen protector and what you find may not even be on the actual screen.
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You really think it didn't occur to even "a single party involved" including me that it might just be on the screen protector only??. After seeing the phone first hand, service centre people decided it might be beyond the screen protector (it's not a scratch, small grove or indentation mark if those are correct words). Going through the reviews on Flipkart.com, I'm not the only unlucky guy to receive the phone with some kind of marks on it. And then there is that purple patches issue of the screen that I mentioned (but you didn't read the full post to know that).
But (if you read OP without any prejudice) the reason for my butt hurt is their CS team, not the issues with the device, (I understand no device is perfect, & there are other issues with the device), even after sending DOA certificate to them(it wasn't easy for me to get DOA), I received no reply till now. I don't know about you, I normally buy the phone to use it, not to keep it aside in a sealed(by service centre people) pack waiting for it to be replaced. And I was hardly be able to use it, even though it is more than 20 days since I bought it & more than 16 days it got delivered.
Honestly, if paid via paypal, just open a claim, get refunded and either buy another phone or buy another from them, Yes I agree they are useless, but going via paypal probably is the best route.
Thank God, I was going to buy this but no. After service too bad from Realme and no custom ROM's at all and very worst color OS.....
well that was an experience reading a ton of words. in summary, their customer support service doesn't help customers at all and only ignores insignificant or little problems the consumers have regarding the products they bought.
now that i've found out about their jack**** customer service, im gonna cut ties with realme.
I totally agree. We have no customer support. We are left alone....What I hope is that we will get unlocked bootloader with working FP and new ROMs..
As if we are left only with Realme....we will be n deep sh*t.
On their community forum the bootloader unlock thread as disappeared.
Or they are trying to fix the fingerprint problem together with the OTA Updates and Widevine L1 with the bootloader unlocked or they simply removed that thread because it was having to complains about those issues.
Even so, they are ignoring the community, the same community they praise they ear.
The problem is that most users are Indian and i hardly see anyone complaining about it.
Enviado do meu RMX1931 através do Tapatalk
salespalace said:
Honestly, if paid via paypal, just open a claim, get refunded and either buy another phone or buy another from them, Yes I agree they are useless, but going via paypal probably is the best route.
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No Paypal is accepted on their realme.com/in website. Actually, Paypal is irrelevant in India.
Zulfi said:
Thank God, I was going to buy this but no. After service too bad from Realme and no custom ROM's at all and very worst color OS.....
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Unfortunately, It's the trade-off you need to make. Their devices are okay & bang for the buck especially the lower end devices like Realme 5 pro, which I've recommended to many people in the last few months and few people in my work & friends circle bought it & happy with it too. But for high-end devices (as I said in OP, X2 Pro is not much cheaper than OnePlus 7T), they need to provide a decent after sales support at least. Otherwise, they will have really hard time to achieve a success like OnePlus has achieved.
patalao said:
On their community forum the bootloader unlock thread as disappeared.
Or they are trying to fix the fingerprint problem together with the OTA Updates and Widevine L1 with the bootloader unlocked or they simply removed that thread because it was having to complains about those issues.
Even so, they are ignoring the community, the same community they praise they ear.
Enviado do meu RMX1931 através do Tapatalk
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They even removed many threads in their website(realme community) that were created by other people, who raised other issues like lack of LTE CA, at least in India LTE+ or 4G+ is not working properly on X2 Pro. I observed this first hand, in the couple of days I've used X2 Pro. My 3 years old Lenovo Zuk Z2 plus (released in 2016) get constant 4G+ network in my home, while on X2 Pro I barely got 4G+ or LTE+ in my house with same network provider & SIM card. With LTE+ on Zuk Z2 plus, I used to get data speeds upto 40 Mbps while on X2 Pro with LTE only (without CA) I got max data speed of 20 Mbps in my home.
patalao said:
The problem is that most users are Indian and i hardly see anyone complaining about it.
Enviado do meu RMX1931 através do Tapatalk
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In India consumer rights & consumer laws are almost non-existent, unless you really have money & time to followup and file a complaint in a consumer court. So, any company (especially big ones) get away with even no customer service at all. In 2018, I bought Xiaomi Poco F1 in the first few seconds of first release sale. It had some serious QC issues (many early adopters have had the same), I returned it (thankfully I bought it from e-commerce site Flipkart.com). Bought it again after 2 months, that one also had issues, but I kept it until the back camera died completely, with barely few days in the warranty. But still bought another Poco F1, in October 2019, because for the specs it offers at its price & huge custom ROM development community. So, it is like keep whatever you get or spend really long time & money to chase the product manufacturer.
I have no problem at all after buying it on Europe site through ebay, paid with Paypal my 8/128 version at 369 eur. If i encounter any issue i open a dispute in ebay or Paypal (first 180 days).
Realme is still young, i have had Xiaomi before, situation was not better about customer service, i always prefer seller guarantee.
Updated OP with the latest info, which basically nothing heard from them.
I'm very sad. I bought this device on Amazon (sold and shipped by Amazon). I'm using it since 8 days and, talking about performance. No problems, absolute smoothness and very few bloatware (if any).
In these days I've read this thread and also searched other sources in the net, and I've to say that the squalor of Realme Customer Care is established.
Now I'm thinking if I should give it back and buy another phone.
I bought 5his device because it's one of the absolute top about hardware. But the lack of assistance makes me think the possibility to have custom support is extremely low.
Sent from my Realme RMX1931 using XDA Labs
Final Update: After another series of tweets on their twitter handle over couple of days(27th & 28th Dec), asking what is it stopping them to provide a resolution even after DOA device has reached them, I got a call from a Service team guy ([email protected]) on 28th December who repeated same phrase that I've been hearing since 2nd December from everyone at Realme, 'The issue has been forwarded to "Concerned & Relevant" team which is Orders team ([email protected]), and I should expect to be contacted by them very soon'. I've asked him if it does even make any sense to them in repeating same sentence over different support channels (call, chat, email & twitter) yet nothing being done and threatened them I would drag them to Consumer court (although both he & I know it was a bluff & nothing will happen to them even if I do it). Anyway, yesterday 29th December, Realme guys have initiated refund & with that I'm greatly relieved this is over (I will never ever purchase anything from them directly). Advance Happy New Year to me!!.
Apparently, their support team negligence was not limited in my case only. Here is tweet from another guy who was still waiting for refund even though his device was picked up two weeks earlier & reached Realme warehouse a week earlier (I suppose he was seeking refund from the beginning unlike me who only wanted Replacement).
Related
Just been speaking to Vodafone to check my order status, as they were supposed to call when more stock was due yesterday. Been told by one of the managers that they were told late yesterday that they now have no future stock dates, as HTC were seeking to fix 'hardware issues' with the phone. She used the word recall when referring to existing Vodafone phones, and then mentioned the camera explicitly.
So for those of us with unfulfilled orders the wait continues.
And for those whose phones see the world with a pink hue, a hint of things to come? Anyone else spoken to Voda in the last 24 hrs?
I thought the pink hue was a software issue, or at last that is what HTC were reported to have said a few days back and they said they would be releasing a fix. If it is a hardware issue I wonder if the same recall is going to apply to HD2s from other networks, like O2 for example? And if those already sold are going to be swapped?
I'm not too fussed anyway as the hue on mine is barely noticeable, but I have seen photos from some where it's frankly terrible. Despite the quality of a camera on a phone being fairly low on my list of important features, if I owned one of those I would be interested in a swap.
I assume the Vodafone dont know what is really happening, I dont think HTC would lie about this huge issue.
After a week of tests on my handset that I sent to HTC repairs. HTC are returning it back to me without them doing anything apart from installing logging software that identifies the sms issue.
It has been explained to me several times that it [camera] is a software issue that can only be fixed with a patch that will be released as soon as they can, they are working on it.
I had a call from Voda yesterday (since I emailed a complaint to the UK CEO, I get regular update calls lol) to say that the stock they were expecting hadn't turned up and that the next delivery *should* be 2nd December
Edit: got another call this afternoon from the nice girl who is keeping an eye on my order to inform me that they may get some earlier than the 2nd, she's going to call me back on Monday.
I have a HD2 from Vodafone and mine is ok ok no problems with the camera. Got it last week
Only yesterday, I was told 11th December by a Vodafone rep, middle of next week by a T-Mobile rep, and possibly monday by an O2 rep.
All of these companies were meant to give me a call as soon as the hansets came in. It turns out I've missed 1 delivery by T-Mobile, 2 by O2, and 3 by Vodafone even though I ordered with them some 3 weeks ago!!!
I also thought the camera was an issue that HTC are working on. If there was to be a recall t would be for all phones, as Vodafone ones aren't branded.
Damn this is turning out to be a hard phone to get.
I had put an order i with Voda Business and voda general public. The latter said it would be with me by Sat, i called on the Friday to confirm and was told that a small batch came in but wasn't available to their department therefore wasn't available for me and they projected the next batch would be in around the 11th of Dec.
I then called back to make my feelings heard and was told that one would be with me by Monday and was already in transit. This it turns out was the phone i ordered through the business department which must have priority over regular customers.
I haven't heard anything regarding recalls etc but haven't spoken to them since Friday, so i'm really hoping it will be here on Monday. If not i won't be happy!!!!
Just to confirm the 11 december date. Vodafone UK informed me on 27/11 (which I had been previously told was the date the HD2 shipment where due into their warehouse) that this will not now be until 11/12.
However if there are hardware issues this may well drift into 2010.
I'd hazard a guess the delay is due to some of the bugs noted in this forum seen on the first shipped ROM.
As many people have said here - the average mobile consumer expects their device to just 'work' when it comes to the basics (calls, sms etc). Vodafone aren't doing their own ROM but instead taking what HTC have provided; this means bugs and all. Trouble is while the average WM user who has paid £500 from Expansys etc would come here to look to fix such bugs, the average Vodafone user would be on the phone / back to the Vodafone shop complaining that their phone is "rubbish, doesn't work, can't use it, refund please". I'd therefore guess this is why they are delaying accepting HTC shipments - until their own QA people are happy.
For the record - while I understand this view - I personally would MUCH prefer them to just send me a phone and I'll update it to later firmware when available. But that's just my personal preference! Guess such things are the price you pay when a high end tech gadget like the HD2 attempts to make it into the mainstream consumer market - you're never going to please everyone. On the one hand HTC should have probably done a bit better with their QA, on the other hand no doubt they were under pressure to release. Whichever way they could have jumped their would have been complainers!! I mean, the people on here complaining about basic bugs - would they have been happier if the phone was delayed until say March next year?! Maybe some would've been, but probably not most.
IMO HTC have to keep people on-board by providing updated ROMS / Hotfixes quickly - weeks not months.
Just my opinion..
How long do these hotfixes take to come? I mean, shouldn't some HTC programming team be able to fix all this in ONE DAY?? (*providing it is software problems of course).
I am stuck here with a faulty handset that O2 can't replace because they have no stock. I'm just wondering whether to ditch it and go with another manufacturer. Even if it was working perfectly (which I somehow doubt will happen) it's still a total nightmare typing on the virtual keyboard. I have to correct virtually every word I type and for a previously hardcore texter, I have actually come to loathe texting. It has become a chore!
sunking101 said:
How long do these hotfixes take to come? I mean, shouldn't some HTC programming team be able to fix all this in ONE DAY?? (*providing it is software problems of course).
I am stuck here with a faulty handset that O2 can't replace because they have no stock. I'm just wondering whether to ditch it and go with another manufacturer. Even if it was working perfectly (which I somehow doubt will happen) it's still a total nightmare typing on the virtual keyboard. I have to correct virtually every word I type and for a previously hardcore texter, I have actually come to loathe texting. It has become a chore!
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Sounds like the HD2 isn't for you re. txt'ing. I felt similar around 2 yrs ago (in that I hated touch screen phones for txt'ing) but have since come round. Each to their own.
Re. the hotfixes etc, sadly turning them around in a single day just isn't realistic. Maybe on a home-brew app, but it is with these sorts of timelines which lead to the mistakes in the first place. I'd say you'd be looking at a turnaround time of 2 weeks MINIMUM from bug identification to public release, most probably longer. While it certainly isn't ideal I'd be happy if they turned things round in <1 month.
I know, I know, not ideal the bugs are there in the first place, but such is life!
hmm... I can undestand what youre saying and I can agree in some of it. But if it is a hardware error with the camera, is dosen´t fit under the decription "bug" in my opinion
As to whriting on the HD2 I totally disagree, it´s so nice and i whrite very fast on it
madindehead said:
I also thought the camera was an issue that HTC are working on. If there was to be a recall t would be for all phones, as Vodafone ones aren't branded.
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Hi Madindehead - is there a way of checking my vodafone internet usage? Cant seem to find it online on my account page?! I know there is a fair usage policy of 500MB but when I checked my phone this morning the notification tab stated I had been connected to the HSDPA network for 6 hours?! am I right in thinking this is just the connection being kept alive?
Also is there any software out there that can monitor my 3G connection?
I wouldn't worry too much about the FUP to be honest, I don't know anyone who got told off for going over. Plus I think that if everybody tries to stay below it they'll never change it, on the other hand if the majority of people goes over it they might "officially" raise it.
Got mine this morning, woot. Would have had it yesterday but Royal Mail suck...
chrisnz1947 said:
Just to confirm the 11 december date. Vodafone UK informed me on 27/11 (which I had been previously told was the date the HD2 shipment where due into their warehouse) that this will not now be until 11/12.
However if there are hardware issues this may well drift into 2010.
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they had a huge batch in on Monday 30th November
Starfury said:
they had a huge batch in on Monday 30th November
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Correct, I ordered mine on-line last night and have an RM tracking number for it to be delivered tomorrow morning
I got mine from Vodafone yesterday, not branded in anyway at all.
My mate got his too from Vodafone on Monday.
Problems I have so far
1. Can't send SMS messages at all!
2. Bluetooth wont switch on
No issue with the camera so far, battery life not too bad.
Can't get any twitter or facebook updates to notify me when screen locked, but then I havent read the manual!!
Lovely phone though
fz9999 said:
Correct, I ordered mine on-line last night and have an RM tracking number for it to be delivered tomorrow morning
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You're lucky then! I've ordered through Vodafone business, and they can't access the online stock (why not?) and won't get their own stock until 14th December.
Frustrating.
Me:Hello, The Xperia Arc launches on the 28th, I was wondering if it will come in a Silver color as well? Or only black/blue?
Rogers:Dear Sir/Madam,
Thank you for taking the time to write to us, we appreciate your use of online customer service.
In your recent email, you were inquiring if Rogers has any plans to release the Xperia Arc in Silver.
I would like to inform you that we presently do not offer this wireless device and are not aware of the colors of our devices prior to launching the device.
We would ask that you continue to check www.rogers.com periodically for launch dates of our upcoming wireless devices.
We apologize for any inconvenience.
If you have any further questions, please feel free to email me again at www.rogers.com/contactus. Alternatively, you may also contact Customer Service by phone at 1-888-764-3771. Their hours are of operation are from 6am to 2am, Eastern Standard Time, 7 days a week.
You are a valued customer and we thank you for your business.
Regards,
David
Bummer.
solidkevin said:
You are a valued customer and we thank you for your business.
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...but we won't answer you question but put some generic replay template and send it to you.
It OK! they may sell it and reveal it after launch on 28th. it may be exclusively to best buy? here in the US this is what would happen. any other color goes to Best Buy.
We will see.
i just asked the same question over at redboard.rogers.com, just waiting for a reply now.
6 more days til launch
Rogers' Customer Support E-mail service never actually helps you with anything as far as my experience goes with them. I'd try calling the customer service and see if they fare any better, but if not, release is just around the corner anyways...
How do you guys know for sure it launches April 28th on Rogers? I heard from a rep its May 2nd.. but not sure if he knew 100% either
Bah at least you got an answer....
I think i subscribed 3 times already to their pre order thing ( yes great programming there.... ) and never got the call on the week of the 15th or anything since then
Plus I called the Customer Relation departement two , three times to see if the reason I wasnt contacted was because I'm not eligible to an upgrade and couldnt get a stupid answer...
They won't even speak of pricing or anything , even less release date, even tho Rogers officially announced it.
The only bit of information that I managed to get was:
"It is launching before May"
So i doubt the may 2nd date is valid =|
well if it helps confirm that its the 28th, i pre-ordered mine from a sony style store and they are getting it for sure on the 28th, which would mean rogers will as well.
i had a chance to play with it in store the other day, man is it fast! i had an iphone 4 and an atrix prior and to be honest i see no difference in speed between dual cores and single cores. maybe a second or two delay in opening heavier applications but thats about it. either way, cannot wait till thursday
If you were buying an S5 off-contract (in my case, to maintain unlimited data), is there any downside to purchasing the DE? I understand you won't get any OTA updates, but they can be flashed at the expense of losing the unlocked bootloader, pretty much giving you a retail phone.
My reasoning is since currently there's no way to unlock the retail version, it would be best to get the DE so you can have root and do a bit more. If the retail version is later unlocked, then there's no problem flashing ROMS and updates to the DE since it can be unlocked again. If it never is unlocked, then you can still flash an OTA, but you'll have a forever-locked phone. Since there's no price difference, seems to make sense to just go for the DE?
Just wanted to see if my thought process made sense or I was missing some glaring positive or negative to one of them.
Thanks!
That was pretty much my thoguh process. The only other difference I noticed was the warranty on the DE is only for 30 days or until you change the software, whichever comes first.
I'm not too worried about warranty, $600 dollars and only 16gb? That's my Anger towards their progress on internal memory should be 32gb and 64gb the upgrade.
KarlStyles said:
That was pretty much my thoguh process. The only other difference I noticed was the warranty on the DE is only for 30 days or until you change the software, whichever comes first.
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True...hopefully warranty isn't an issue especially since the phone is waterproof.
razzrmaxx said:
I'm not too worried about warranty, $600 dollars and only 16gb? That's my Anger towards their progress on internal memory should be 32gb and 64gb the upgrade.
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Agreed, at least external storage is expandable. Currently on a GNex with internal storage only.
1) As others have stated, this belongs in Q&A
2) If warranty is no concern, and you're buying off-contract anyways, then there is no reason to not buy the dev edition.
MrHyde03 said:
1) As others have stated, this belongs in Q&A
2) If warranty is no concern, and you're buying off-contract anyways, then there is no reason to not buy the dev edition.
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Thanks, and sorry mods feel free to move. I thought the Q&A section was for technical questions on the phone and didn't want to muddy the tech chat there.
Mods thanks for moving and members, thanks for your responses and votes. Ordering the DE today! Seems like we already have a custom recovery and root confirmed for this device
One question, with the faulty camera, since I have had one already, would that be covered after the 30 day or 1st flash? Or would you be suck with a non working camera even though they know it is their problem?
kilroy1stcav said:
One question, with the faulty camera, since I have had one already, would that be covered after the 30 day or 1st flash? Or would you be suck with a non working camera even though they know it is their problem?
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I'm wondering as well. Figured I'd wait a week or two and see if I run into any camera issues before messing around with my phone. I might contact samsung support tomorrow and ask them.
KarlStyles said:
I'm wondering as well. Figured I'd wait a week or two and see if I run into any camera issues before messing around with my phone. I might contact samsung support tomorrow and ask them.
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If it breaks in 30 days, then I say you could probably return it for a fix.. But the moment you Flash a Custom on it or it passes 30 days. SOL.
That was my guess as well, which is why I'll wait a week or two to make sure there aren't any glaring hardware issues. I'll probably contact them just to confirm though.
Are there some serious camera issues with the device? I saw a post on discolored glass, but that was it...
Also...regarding warranty?
http://www.samsung.com/us/support/s...dl_cd=ET-G900VMKAVZW&prd_mdl_name=ET-G900VMKA
Samsung Galaxy S® 5 (Verizon), Charcoal Black Developer Edition
ET-G900VMKA
Warranty
STANDARD LIMITED WARRANTY
What is covered and for how long?
SAMSUNG TELECOMMUNICATIONS AMERICA, LLC ("SAMSUNG") warrants that SAMSUNG's handsets and accessories ("Products") are free from defects in material and workmanship under normal use and service for the period commencing upon the date of purchase by the first consumer purchaser and continuing for the following specified period of time after that date:
Phone 1 Year
Batteries 1 Year
Case/Pouch/Holster 90 Days
Other Phone Accessories 1 Year
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From Samsung.com, add the phone to your cart, go to your cart, click 'guest checkout', scroll down past the developer information to the first checkbox, it reads:
"I understand and acknowledge that the device I am about to order is intended for software developers and is not intended for general consumer use. I hereby agree that this device will be covered by warranty for 30 days or until I change the original software on the device, whichever period is shorter. Thereafter, service for the device will be provided for a charge."
I had to check that box to place my order.
---------- Post added at 11:22 AM ---------- Previous post was at 11:17 AM ----------
Samsung has acknowledged the camera problems though, so they might be willing to swap the device out after the 30 day period/software change if a camera issue does pop up.
"Samsung has now confirmed that it's aware of the reports and is actively trying to assist impacted customers. In a statement, a company spokesperson told The Verge, "We have learned that a limited number of Galaxy S5 devices may have an issue that causes 'Camera Failure' pop-up error message." S5 owners with a busted camera are asked to call 1-888-987-4357 to arrange an exchange under Samsung's warranty, or they can visit their respective carrier for a swap."
http://mobile.theverge.com/2014/4/25/5653192/samsung-confirms-fatal-galaxy-s5-camera-problem
Welp, got the DE device in Monday and very impressed so far. Nice improvement over my Galaxy Nexus! Thanks for all the help as usual XDA.
Hello everyone.
First of all would like to apologize for my English, but I'll do my best to try describe what I think and feel about recent news of OnePlus break up with cyanogen, as commenting about what their practices are.
To tell you guys a bit about me, I'm a student of finance and marketing strategy, love programing and I love android as most of you cyanogen mod project.
I've been very disappointed with OnePlus customer service, where I have identified that this company is moved by something else than merit and honesty, and feel is only right to share with you what I think.
I have been around here for a while and I have seen many people complaining about the costumer services and RMA service. I've made an exercise to understand how it works out, since I got also problems with my phone.
If you are inside PayPal 45 days dispute date, OnePlus will reply to you until two weeks if your question is commercial.
If your question is more technical, and require RMA, they'll reply to you only if you open a dispute on PayPal. If not, you'll be waiting... A while... And waiting...
I've requested an RMA because I think I got unlucky with my phone. I was with my girlfriend, she woke up and stop breathing, she was white and I jumped to get the OnePlus phone to call 112 (911 in Portugal ), but the phone didn't reply, had a sod with stock 44s ROM. I was lucky to have another phone nearby which led me to call an ambulance. Since this night, I told this story to cyanogen and they have been very supportive and are now making all the efforts to try discover what's causing this.
From OnePlus I've been waiting, and waiting...
This information about RMA awful service, you can see around you, just by searching xda.
But why I say is all about marketing?
Remember this : https://oneplus.net/blog/2014/11/a-letter-to-our-indian-users/
If you read carefully, you don't have even once, the question about "why cyanogen mod is dumping OnePlus?"from the people which are commenting the blog. Most of them are criticising Cyanogen Inc move. If we compare to this forum, the thread of opinions about this matter, we'll see that many of us "defended" Cyanogen Inc.
This was a first move marketing strategy. But left a mistake when they leave a comment such us : "
We can’t explain Cyanogen’s decision because we don’t fully understand it ourselves. But we can explain exactly how we’ll continue offering our fans in India an amazing user experience and support for this device."
Why? Simple, if was cyanogen Inc giving the first news about the partnership in India, would leave the idea OnePlus were a weak partner to work with. So to contradict this, they make this statement of accusing the other side with an open question, to "instruct" to think... Because is so awkward for them not being exclusive.
They even add the detail, they've arranged a team of people which will develop android for us! That to give a feeling of being secure and continuing to buy OnePlus phones in the future. Perhaps that was their deal after all, getting liberated from cyanogen and stop paying them.
Cyanogen Inc, is a company which is working with different partners, it's only normal they have been making new business along the way. OnePlus probably didn't like to be shared, and that was a kids move. I've bought OnePlus because of having cyanogen os inside. How about you?
They do the same thing as their emails of client support. You insert a ticket and after one week, they send a reply saying they'll get back to you... And after another week that they are training people to get to help us quicker.
What kind of training is needed? 6month training? Do they receive that much of emails? To train someone for replying to emails, they need only 1 week at max, to know the company procedures. Is just an excuse to make use believe well be helped.
On this link I posted the following statement, as I was angry at them for not replying to my RMA request since 24november : https://oneplus.net/blog/2014/11/a-letter-to-our-indian-users/
"OnePlus should improve client support instead of backstabbing their partners... I don't even understand how you guys get feeded on such a novel. "
And here they've made a new mistake.
If you check the link, they've deleted. Now coming back to thought.
After this I thought the possibility of this blog edit being moderated by someone so that it can pass on the feeling that cyanogen is bad, and OnePlus is good. (good Enterprises do leave costumers at their own free will to speak about the company, but this one, doesn't like you to speak about it...)
Basically, as I hoped to share with you in this post, they've create this marketing gimmick to give the idea they are working at their best, but in fact they just want the money on the table in the future.
I'm sad to not have seen this earlier... But I won't be buying again a OnePlus phone. Not only because of the lack of honesty, but also because of lack of interest to give support to the user's.
Cyanogen Inc has been covering many of their phones defects which some of us encountered with better updates (those defects are reboots, sods and other bugs).
I told them by email, about what happened to me to request an RMA. They didn't even reply, or care.
I'm. Now analysing a legal way of making a legal action in Europe against this company as I feel we are being fulled by them.
I hope I was able to share my thought with you.
Have a pleasant day guys.
Thank you from Spain, Portuguese brother. It is really necessary to hear different news about Opo. Many people have bought this phone and we need really good support for a 325€ phone
And 112 call problem....I can't believe....This situation is when a phone have to response, not only with internet and so on...
That's the problem. They are a Chinese based new start up with no previous Backend let's not talk about OPPO and such. They offer a top spec phone at mid range price, no one knew what support would be like. It appears to be non existant. In some regards I'm inclined to remain with a known manufacturer for my next device which has service centres is your own country. From many posts customer supports seems awful thankfully I've no need for the time being to contact support but anything could happen in the future. If they want to be successful they need to stop buying fancy chairs for themselves and provide an efficient customer service to their customers. Avoid the official oneplus forums it's even worse there.
At the end of the day we all knowingly purchased this device not knowing what customer services would be like and now users are paying the price with a lack of support.
More to add... Dam this is really bad. http://www.gsmarena.com/oneplus_denies_rumors_of_shipping_refurbished_phones_-news-10412.php
As someone who owned an OPO for just under two weeks, and who followed the forums on the OPO site, I have no doubt that the OPO has a much higher percentage of issues with their phones over the competition (say up to 5-10% if not more?). There are simply way too many people raising technical issues.
And for as many people raising technical issues, there are probably an equal number of those raising issues with support (if not higher). So these are some definite red flags to keep in mind when considering buying the phone.
I can say from personal experience that I had a new device (built Nov 4th) that had two technical issues (the yellow band at the bottom and some issues with the touchscreen). So in this regard, I'm definitely in the group with those who had hardware issues.
I can also say from personal experience that I submitted a ticket and got a response within 3 days to return my phone for an exchange. So, in this regard, I guess I got a better experience than most. I have to say I was surprised at the quick response but as I was still in my two week window, maybe that got flagged somehow and they decide to respond to those requests first to stop customers from submitting a full return (within the two week window).
In the end, I sold the phone so never had to follow through with support to see how it would have turned out.
Again, the wide array of peoples experiences is definitely a red flag and if OnePlus wants to succeed in the long run, they have a lot of work to do. Buying a phone and hoping for one that has no issues shouldn't be a lottery experience. It's a shame really since there is a lot of things to like about the phone.
I really hope they improve.. But I already lost hope.
Best advise to keep in mind is "you get what you pay for"
I honestly believe that we all knew the risk we were taking when buying this phone.
Transmitted via Bacon
timmaaa said:
I honestly believe that we all knew the risk we were taking when buying this phone.
Transmitted via Bacon
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Yeah but one thing is selling other is near stealing...
jgcaap said:
Yeah but one thing is selling other is near stealing...
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It's nowhere near stealing, that's just sensationalism, we paid money and we got a product.
I thought i read cm will still support the oneplus moving forward? Id assume at least give us lollipop offcially. I bought this device 2nd hand about 3 weeks ago. Ill admit its no where as spectacular as they make it. My next purchase in march will be the htc m8 successor. I wont buy another oneplus product.
On the flip side, most of the people that bought this phone are enthusiasts and phone junkies who tend to be more critical and nitpicky about every single detail.
If this was a carrier subsidized phone, I bet there would be less complains and regular users would not even notice the yellow banding.
Btw I still feel the phone is junk quality and feel like Fisher Price if you ask me even though mine has no issues!
What is this breakup nonsense? There's no breaking up.
As for the customer support, you have to learn to manage your expectations. I bought myself a Chinese 64gb opo for
350euros including shipping, knowing full well what I'm buying and who in buying from. First of all this device can only be purchased online so less than stellar customer support is to be e expected. Second, it's a new company, and a small one at that so missteps are to be expected.
At the end of the day we bought this phone for the insane price. Don't expect to get the same quality of life services you'd get from a more established device maker like sony or HTC or even Samsung. You can't have it both ways. You can't have something insanely cheap and insanely good. The world is built on compromise and I for one am happy with the compromises I've made to own this device. If you're not, simply move along to a better device. Because for every 10 disgruntled, unhappy opo customers, there are 100 quiet happy ones that live in perpetual satisfied bliss with their cheap but powerful device.
Sent from my OnePlus One
devilsshadow said:
What is this breakup nonsense? There's no breaking up.
As for the customer support, you have to learn to manage your expectations. I bought myself a Chinese 64gb opo for
350euros including shipping, knowing full well what I'm buying and who in buying from. First of all this device can only be purchased online so less than stellar customer support is to be e expected. Second, it's a new company, and a small one at that so missteps are to be expected.
At the end of the day we bought this phone for the insane price. Don't expect to get the same quality of life services you'd get from a more established device maker like sony or HTC or even Samsung. You can't have it both ways. You can't have something insanely cheap and insanely good. The world is built on compromise and I for one am happy with the compromises I've made to own this device. If you're not, simply move along to a better device. Because for every 10 disgruntled, unhappy opo customers, there are 100 quiet happy ones that live in perpetual satisfied bliss with their cheap but powerful device.
Sent from my OnePlus One
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This. This is 100% correct.
Transmitted via Bacon
devilsshadow said:
What is this breakup nonsense? There's no breaking up.
As for the customer support, you have to learn to manage your expectations. I bought myself a Chinese 64gb opo for
350euros including shipping, knowing full well what I'm buying and who in buying from. First of all this device can only be purchased online so less than stellar customer support is to be e expected. Second, it's a new company, and a small one at that so missteps are to be expected.
At the end of the day we bought this phone for the insane price. Don't expect to get the same quality of life services you'd get from a more established device maker like sony or HTC or even Samsung. You can't have it both ways. You can't have something insanely cheap and insanely good. The world is built on compromise and I for one am happy with the compromises I've made to own this device. If you're not, simply move along to a better device. Because for every 10 disgruntled, unhappy opo customers, there are 100 quiet happy ones that live in perpetual satisfied bliss with their cheap but powerful device.
Sent from my OnePlus One
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Devil. I can understand you have a different opinion from me. But this is way over none sense.
When a company States on the site of the possibility of getting RMA support for two years, that means you will buy a product which includes on the price RMA support for two years. Doing anything else beside that is stealing, as you are tricking the customer to buy something which he won't have. Without RMA support I wouldn't have bought. They should be honest company and not have this type of bad practices which completely destroys their credibility.
Beside that, between European bothers is law to have 2 years RMA support. The product came from Ireland company so I have the right to get that RMA support no matter during that time.
You assuming that you buy a Chinese product with this price I should not expect support. Sorry but is thanks to people like you that probably Chinese manufacturers do not respect laws in others people's country's, which not only I complete reject as is a matter of time to find a effective way of making them comply to this. As last resort I can always go by to request a ban on the product sales in Europe using European supreme Court. Wouldn't be the first time a Chinese manufacturer would have their product banned because of this practices. And in the end, if they want to make money, they have to comply.
I shared this because I decided to denounce the bad practices of marketing made by this company to people which believe what is on their site.
Thank you for taking your time reading.
BTW, every for-profit company is all about marketing. Any company that's not is bankrupt. This problem is no less the consumer's fault than the company's.
CafeKampuchia said:
BTW, every for-profit company is all about marketing. Any company that's not is bankrupt. This problem is no less the consumer's fault than the company's.
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There are rules in this world... Which should be sacred and respected, not only to keep the trust between two economical agents, but also to not affect the commercial lines and expectations of the product which we are buying or investing. Believing in those words, which you just wrote that is a consumer fault, but you have to add lines. Is a consumer fault only, and only if you accept that as an outcome.
I don't accept, so I'll do whatever I can to have my rights.
When is published on the site my rights, the company has two doors, respect the regulation or get banned from the market. That's how it works on Europe. And I won't expect less than seeing my issue solved.
Alright i found a effective way of solving this: http://ec.europa.eu/consumers/ecc/contact_en.htm
Anyone who needs can use this. According to a friend of mine, everything is sorted within 2 weeks most of the time.
Will keep giving you guys news about this.
jgcaap said:
Believing in those words, which you just wrote that is a consumer fault, but you have to add lines. Is a consumer fault only, and only if you accept that as an outcome.
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That's not what I'm talking about. The consumer sets the tone in the market by placing demands on it--ie, the best product at the lowest price with no compromises. (Doesn't that sound like OnePlus's marketing strategy?), but ultimately that's not possible. There will be compromises. TANSTAAFL.
Example: The American consumer blames corporations and the government for the loss of jobs overseas, then goes to Walmart and buys electronics from China and clothes from SE Asia, later on a car from Korea. Who's to blame? The customer is placing the demands on the market, companies are trying to oblige, and the compromise is that it will cost American jobs. Then we point the finger at government and evil corporations for trying to meet our demands while remaining profitable. Want to keep jobs in the US, be willing to pay more for stuff made in the US.
This situation is similar. The consumer demands a low-price, no compromises phone, OnePlus One tries, fails (compromises in quality and customer service), the consumer complains. No compromise means being willing to pay full price and then getting a top-tier product with excellent customer service. Pay less, and you should expect less. TANSTAAFL.
With the OnePlus One, I knew I was paying half price for a phone with great specs from a Chinese upstart willing to open their doors for business at little-to-no profit and a mere months-long history. I anticipated problems (kept my Nexus 5 just in case), took the risk, and I won. I do genuinely feel bad for those of you who've had bad experiences. You are missing out on what should have been a great product.
CafeKampuchia said:
That's not what I'm talking about. The consumer sets the tone in the market by placing demands on it--ie, the best product at the lowest price with no compromises. (Doesn't that sound like OnePlus's marketing strategy?), but ultimately that's not possible. There will be compromises. TANSTAAFL.
Example: The American consumer blames corporations and the government for the loss of jobs overseas, then goes to Walmart and buys electronics from China and clothes from SE Asia, later on a car from Korea. Who's to blame? The customer is placing the demands on the market, companies are trying to oblige, and the compromise is that it will cost American jobs. Then we point the finger at government and evil corporations for trying to meet our demands while remaining profitable. Want to keep jobs in the US, be willing to pay more for stuff made in the US.
This situation is similar. The consumer demands a low-price, no compromises phone, OnePlus One tries, fails (compromises in quality and customer service), the consumer complains. No compromise means being willing to pay full price and then getting a top-tier product with excellent customer service. Pay less, and you should expect less. TANSTAAFL.
With the OnePlus One, I knew I was paying half price for a phone with great specs from a Chinese upstart willing to open their doors for business at little-to-no profit and a mere months-long history. I anticipated problems (kept my Nexus 5 just in case), took the risk, and I won. I do genuinely feel bad for those of you who've had bad experiences. You are missing out on what should have been a great product.
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Sorry I agree with you here...
Wow, Essential's support and customer service are not ready for primetime. I reserved a couple of Essential phones along with two cameras for $50. I received the black phone I ordered but no camera. I figured it wasn't available and yet and would probably ship separately. I followed up with Essential this week and after a bunch of back and forth they're refusing to honor the $50 camera deal even though I reserved one. I'm really surprised and while annoyed about the camera I'm more alarmed about what sort of company would operate this way and I can imagine how their future conduct and support will be going forward. I asked them to help me return the phone in light of this and I haven't heard back. What the heck?
The phone seems cool but the company not so much. I would discourage everyone from buying any Essential products at this point as they clearly break their word and can't be trusted.
Yes I got mine yesterday and used it to video my house for insurance purposes (pray IRMA keeps going west please).
What would you like to know about it?
got mine yesterday also
Got mine yesterday.
OP, did you get a pre-order notification for the camera?
I got a separate pre-order notification for the camera.
Got my yesterday morning. Works great. Just checked my bank statement, too, and it was $50 as their emails and confirmation confirmed.
When you reserved your phone, did you opt for the cameras at that time, too? If so, your email reservation (mine was dated June 12th) should list the 360 Camera as an "Added Extras" option... If it does NOT, you didn't participate in the promotion, which has since ended, and while it's disappointing that you missed out on it, their customer service team is doing their job. If, however, your email confirmation from when you reserved the phone states you have a phone AND a 360 Camera as an added extra, then yes, they should be honouring that, and you should point out clearly that you have that confirmation in writing.
I don't know what your email says, and I mean no disrespect. I'm simply pointing out that this very well could be a mistake on their end which they really should correct, but it also could be human error on your part, as well, which is unfortunate, but not their fault.
Yep. Got it and love it. Turns out Windows 10 Photo and Video player make watching the 360 video super easy, as does Virtual Desktop for VR use.
Got mine.
Sent from my ONEPLUS A3000 using Tapatalk
Thanks for the comments all, and I'm glad Essential honored the $50 price for at least some of you. For those curious, I did indeed reserve 2 cameras at the time I placed my 2 pre-orders for the phones (for $50 how could you go wrong?) so I hold Essential responsible and I would caution others from doing business with Essential. They still have not told me how to return the device to them so I will have to file a chargeback with my bank and proceed from there. I also find it disappointing they have no plans to make the software images available for download like Google does. Hopefully the phones work well for those of you who are going to keep them over time because if you have any issues I suspect you're on your own.
Got mine yesterday.
Its not worth 200 IMHO