ComplaintsforOnePlus USA Corp

• Initial Complaint

  04/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 10/19/23, I purchased a cellphone ( model,OnePlus Open, IMEI# ***************) from OnePlus for $1879.98 with a one-year warranty.On 03/10/24 almost six months later, I opened a repair ticket (repair reservation #USSI240311008) with OnePlus, because a black dot/spot suddenly appeared on the cellphone screen, due to its defective screen.On 03/14/24, OnePlus provided and emailed me the shipping label **** tracking # 1ZX94R098797122863) to ship the b/o cellphone to its service center for repair. Per **** the broken cellphone was dropped off at a *** facility on 03/16/24 and delivered it to the OnePlus receive center on 03/20/24, a person named ***** signed off the packet at the dock.On 03/23/24, I contacted OnePlus to check the status of the repair and I was told the service center received the phone and it normally takes 3 to 5 business days to inspect it. From 03/23/24 to todays date (04/21/24), almost one month, I have been communicating with OnePlus on and off many times mainly under incident ID *************. But always met with negative results, OnePlus either said they were unable to locate my broken phone or the repair was delayed due to no spare parts.Here is the list of the incident IDs ********************** had created for the same case, and not sure why their system did it.240315-000792 240324-000231 240326-000950 240403-000084 240419-000983 240420-000118 During the communication with OnePlus, it seemed to me that first, OnePlus had a hard time locating my broken phone and denied that they ever received the phone. But, after I provided all the shipping information to them and approved they had my broken phone, they requested to wait for a few more days and weeks to get my phone fixed, because they couldnt find the spare parts to repair it. I had been waiting for over a month to get my phone fixed when OnePlus stated on their website, it says Normally, repairs take 7-9 workdays The way that OnePlus practices its customer service/repair service is very unacceptable. It appeared that OnePlus has a very ineffective RMA tracking system and a big failure on their logistic part because they are having issues finding spare part(s) to fix my broken phone. I have asked OnePlus over and over again to fix my broken phone and return it to me, but they keep pushing me away and werent able to tell me when they could fix my phone, or they can ship my broken phone back to me. I dont think any customer(s) in my situation would like to hear that, which left me no choice but to contact the Better Business Bureau (BBB) and seek help.I am requesting OnePlus either to send me a new phone (the same model) because they cant fix my broken phone, or issue me a full refund. Thank you very much for the assistance from BBB.

  Business response

  04/22/2024

  Dear customer,
  
  Thanks for bringing this matter to Complaint team's attention.
  
  We are deeply sorry for the inconvenience caused by this. The customer associated with the above-referenced case has been contacted by OnePlus.
  Please rest assured that our team is working diligently to address your concern and provide you with the best possible solution. OnePlus has invited the customer to contact us directly with any remaining questions or concerns.
  
  We look forward to your response and sincerely hope for a positive resolution to this matter.
  
  Best regards,
  OnePlus Complaint team

  Customer response

  04/22/2024

  I am rejecting this response because:   I have been communicating with OnePlus in the past month and it appeared that our conversation was just running a circle with no solutions. OnePlus either offered me to ship my broken phone back to me without fixing it or requested me to wait, and wait, and would never provided me when my broken phone can be fixed. The most word I have been hearing from OnePlus in the past month is " wait".

  Customer response

  07/17/2024

  Good evening,

  Yes, the business had made effort and resent a new device to me due to their internal mistakes. Please go ahead and close the case. No further action needed from the BBB at this time. Thank you very much and have a great night.

• Initial Complaint

  04/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a OnePlus 12R on 3-27-24, I called them back about 15 minutes later and they said it had already shipped, When the unopened package was delivered to my mailbox, I took the unopened package to the post office to get it returned 4-2-24 I followed the package on the **** tracking number and it was received by the original sender 4-4-24 I have talked to all ******************,but I keep getting a different case number. I feel like I have been scammed for ******. All I wanted was to get my refund back.

  Business response

  04/21/2024

  Hello Team,

  Thank you for bringing this matter to the complaint team's attention.

  We are deeply sorry for the inconvenience caused by this. The customer associated with the above reference case has been contacted by OnePlus. Please rest assured that our team is working diligently to address the concern and provide the solution soon.

  We look forward to your response and sincerely hope for a positive resolution to this matter.

  Regards,

  OnePlus Complaint Team 

   

  Customer response

  04/21/2024

  Just got a message, they're still working on my complaint 

  Customer response

  04/21/2024

  I have reviewed the business response and accept this resolution. They're still working on it and will get back with me in a few days 

  Customer response

  04/22/2024

  OnePlus contacted me and said that they were still working on it and will get back with me in a few days.

  Customer response

  04/22/2024

  OnePlus contacted me about the problem and they are supposed to get back with me 

  Customer response

  04/22/2024

  I was contacted by OnePlus support and they are still working on the problem and they will get back with me in a few days.

  Customer response

  04/22/2024

  My case has been solved.Im getting my refund.Thank you very much 

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello,This complaint is in regard to my OnePlus **** mobile device, Service Repair# USSI240408027. I submitted a request for screen repair over a week ago and was provided a shipping label from OnePlus to mail in my device in for repairs. Upon their receipt of my device, I had to reach out to inquire on a status since there was no communications made. On April 12th, 2024, I submitted payment from the repair quote for $169.60 that was provided when I contacted chat support for an update. Since then, there have been no further communications nor update regarding the status of my repair. I have reached out several times to OnePlus Support via Live Chat and Live Phone and continue to get the run around with no confirmed answers. I've also had the OnePlus representative state that they do not show where I've made the payment from the quote which is completely incorrect. I shall attach the invoice as my proof of payment. Recently, in my latest attempt I requested that this gets escalated for immediate attention and was provided with the following case number: 240417-002624.I have absolutely no confidence in reassurance that in my attempts to contact OnePlus for my phone repair is being properly reviewed. I'd like assistance to resolve my issue ASAP.Thank You,******************

  Business response

  04/19/2024

  Dear customer, 

  Thanks for bringing this matter to Complaint teams attention. 
  

  We are deeply sorry for the inconvenience caused by this. The customer associated with the above reference case has been contacted by Oneplus. 
  Please rest assured that our team is working diligently to address your concern and provide you with the best possible solution. OnePlus has invited the customer to contact us directly with any remaining questions or concerns. 
  

  We look forward to your response and sincerely hope for a positive resolution to this matter. 

  Best regards, 

  OnePlus Complainant Team

  Business response

  04/21/2024

  Hello Team,

  We would like to follow up on the customer's issue.

  Further, we have resolved the issue. The device was under inspection. Further, it has been repaired and dispatched back to the customer.

  Regards,

  ********************** Complaint Team 

  Customer response

  04/23/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a oneplus 12r order number A112403253258001584 on March 25,2024. For $149.99 was sent to a PO box in a different state the tracking number shows. One plus is making me run around and contacting **** and my PD. I've filed with the **** and my local police department but they won't write a report due to the package being delivered to a different state. I'm in the process of getting a police report from **********. But feel like it shouldn't be necessary due to the tracking and status clearly showing that it was delivered to a different address. All I'm asking for is to be refunded to my debit card.

  Business response

  04/16/2024

  Dear customer,
  
  Thanks for bringing this matter to Complaint team's attention.
  
  We are deeply sorry for the inconvenience caused by this. The customer associated with the above-referenced case has been contacted by OnePlus.
  Please rest assured that our team is working diligently to address your concern and provide you with the best possible solution. OnePlus has invited the customer to contact us directly with any remaining questions or concerns.
  
  We look forward to your response and sincerely hope for a positive resolution to this matter.
  
  Best regards,
  OnePlus Complaint team

• Initial Complaint

  04/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered a new One Plus 12 from the company, Watched my tracking number and finally got a confirmation the parcel was delivered. I was not home at the time and assumed the carrier would take the parcel to the local store. I went to ***** after work and was advised the parcel was left in the hallway of my 100+ tenant apartment building. Went home and the parcel is gone! The attached photo is the photo provided by ***** delivery services. Who ships a phone and doesn't require a signature or photo id to be shows on delivery? Contacted One Plus and was given a case number Case ID: *************, provided them the *** form they wanted and the police report number (Confirmed with local **** 2 times they do not provide physical or digital police reports in ***********) One plus says they will look into the issue. Wait 5-7 business days. I follow up on the 5th Business day and they tell me the police report is mandatory...... Give them the **** phone number where i filed the complaint and they still want a report. ***** tracking number was ************. *** form One Plus Requested is also.I want my money back.

  Business response

  04/15/2024

  Dear customer,
  
  Thanks for bringing this matter to Complaint team's attention. We are deeply sorry for the inconvenience caused by this. The customer associated with the above-referenced case has been contacted by OnePlus. Please rest assured that our team is working diligently to address your concern and provide you with the best possible solution.
  
  OnePlus has invited the customer to contact us directly with any remaining questions or concerns.
  
  We look forward to your response and sincerely hope for a positive resolution to this matter.
  
  Best regards,
  OnePlus Complaint team

  Customer response

  04/15/2024

  I have reviewed the business response and accept this resolution. The business refunded the lost package.

• Initial Complaint

  04/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear BBB,This is a complaint against OnePlus phone USA for defrauding consumers and banks, while failing to fulfill free return services.Last month, I purchased a phone from OnePlus official website. After receiving the product and comparing it with an Apple phone, I decided to return it for a refund. I contacted the merchant on March 1st, and they said they would send me a return label. However, after waiting for 14 days and the return policy expiring, I still had not received the label. So, I raised a dispute with my bank regarding this transaction.Whats most shameful is that after my bank contacted OnePlus on March 15th, they apologized for not sending the label and promised to send it within 3-5 business days. However, its now April 11th, and I still havent received the label. Furthermore, the merchant responded to the bank claiming they had sent the label, which is clearly deceptive since I still havent received it after a month.I hereby lodge this complaint against this shameless and dishonest merchant, and I hope BBB will oversee and manage this matter. Thank you.****

  Business response

  04/14/2024

  Dear customer,

  Thank you bringing this matter to complaint's team attention.

  We have reached out to the customer to provide the best possible resolution. We also checked our records, the label was sent to the registered email of the customer. However, the device was not returned to us. Hence, the return request was cancelled.

  We look forward to your response and sincerely hope for a positive resolution towards this matter.

  Regards,

  OnePlus Complaint Team 

  Customer response

  04/14/2024

  I am rejecting this response because:   Now its been a month and a half since I requested a return. You only contacted me after I filed a dispute with the bank and lodged a complaint with the BBB. Therefore, I dont accept any apologies here. The only resolution is an immediate refund!

  The shameless merchant is still lying. They didnt send me a return label and continued to lie even after my complaint. They must be held accountable!

   

   

  Business response

  04/16/2024

  Dear Customer,

  Thank you reaching out to us about the complaint.

  Further, we have resolved the issue by creating a new return request again for the customer. We have previously shared the label as per our records and also customer did not report it to us that he did not receive the label. Until we found the complaint on BBB. If it was reported to us, we would have shared the label again or made the arrangements accordingly.

  Further, we have followed the process of our return rightfully and considering the customer situation, we also have helped with the new return request and provided with the label too.

  Regards,

  OnePlus Complaint Team 

  Customer response

  04/16/2024

  I am rejecting this response because:   

   

  Its been nearly two months since I made the purchase, and now youre only sending me the return label. And youre even requesting an inspection? Ive followed all the return steps as per your instructions, and your unprofessional behavior will have consequences. Ill be contacting my bank to discuss whether a return is necessary after two months. If you refund directly, the bank wont need to intervene through a dispute to recover the funds. The choice is yours now.

  Customer response

  05/22/2024

  They never refound! I returned items

  Business response

  05/24/2024

  
  Dear customer,
  
  Thanks for bringing this matter to Complaint team's attention.
  
  We are deeply sorry for the inconvenience caused by this. The customer associated with the above-referenced case has been contacted by OnePlus.
  Please rest assured that our team is working diligently to address your concern and provide you with the best possible solution. OnePlus has invited the customer to contact us directly with any remaining questions or concerns.
  
  We look forward to your response and sincerely hope for a positive resolution to this matter.
  
  Best regards,
  OnePlus Complaint team

• Initial Complaint

  04/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After a week of communication with the chat team I repeatedly tried to purchase a replacement part (sim card tray) to assess potential damage to tray or device. It was portrayed to me that the part was not available and to send device in.During those conversations there was no mention of cost. In the end I got an invoice, I rejected the invoice and awaited return of my phone. My phone was shipped back and despite every call, and chat my address was verified they left a portion of the apartment number off. the device could not be delivered.based on the instructions by one plus to *** the address could not be changed. I notified one plus on the day it was supposed to be delivered and they only needed to change through their shipping system.Due to their inability to speak to the appropriate parties the phone was returned. Every comment sent to them is responded with please be patient and give us ***** hrs we are working diligently just like the form letters they post here. no response to your email for 24 hrs delayed a simple resolution they failed to manage.Now they continue to expect me to wait for return to them and await reshipment from them, this has extended loss of phone for over 3 weeks. No ability for direct communication. no answers to specific statements including intent to *** and friendly discussion to resolve as their terms say,I will be filing suit withing the next 2 days hopefully at the earliest i can figure the proper service address. despite suggesting multiple times it be escalated to the legal department no such occurrence has happened.again, communication takes 24 hrs to respond back by one plus instead of resolving they are always working diligently and ask for ***** hrs to resolve. Ultimatums provided by me have gone ignored and not even in the least responded to. just copy paste form answers.

  Business response

  04/09/2024

  Dear customer,

  
  

  Thanks for bringing this matter to Complaint team's attention. We are deeply sorry for the inconvenience caused by this. The customer associated with the above-referenced case has been contacted by OnePlus. Please rest assured that our team is working diligently to address your concern and provide you with the best possible solution.

   

  Further, since the device is out of warranty. There will be some charges for the after-sale services.

  OnePlus has invited the customer to contact us directly with any remaining questions or concerns.

  
  

  We look forward to your response and sincerely hope for a positive resolution to this matter.

  
  

  Best regards,

  OnePlus Complaint team

  Customer response

  04/09/2024

  I am rejecting this response because:   the customer service team has provided false information and refuses to address the matter.

   

  Further every response is the same as posted here which does not address concern.

   

  Customer service has stated they corrected shipping address and I will receive my phone.  However, they ignore the fact that *** has shipped the phone back to you.

   

  Further despite being explained multiple times the refund is not requested on the phone in question but  reimbursement for the phone I needed to purchase after they failed to correct delivery issue over a week ago.

   

  lastly, their terms and conditions ask thar I allow them friendly discussion towards resolution which has neither been friendly on their end, informed legal of my attempts at friendly resolution that has failed despite informing them of my intent, been timely In responses (24 hrs to respond) or accurate In their pre written statements.

   

  refusal to address these matters buy repeatedly saying please wait is NOT a resolution.

   

  one plus provides no customer support to speak to.  Only emails delayed 24hrs to receive sane form letter.

  Therefore I reject their reply.  They are welcome to contact me via PHONE to discuss but the existing actions do not come close to resolution.

  Updates to be provided as actions progress along with documentation

   

  Business response

  04/11/2024

  
  
  
  Dear customer,
  
  Thanks for bringing this matter to Complaint team's attention.
  
  We are deeply sorry for the inconvenience caused by this. The customer associated with the above-referenced case has been contacted by OnePlus.
  Please rest assured that our team is working diligently to address your concern and provide you with the best possible solution. OnePlus has invited the customer to contact us directly with any remaining questions or concerns.
  
  We look forward to your response and sincerely hope for a positive resolution to this matter.
  
  Best regards,
  OnePlus Complaint team

  Customer response

  04/11/2024

  I am rejecting this response because:   I have attempted communicating with the company.   They are welcome to call me and have a DISCUSSION but they won't do that cause they can't control the response to formatted response

   

  Responses take at least 24 hrs.  Responses are exact same every time and completely ignore what was written just like they do here.

   

  I even asked how long they consider a reasonable time frame and question was ignored.  They can answer here if they actually read the responses.   But I think anyone can see they only use pre-written statements for all comments

   

  Claim Is for phone I needed to replace while they could not deliver my oneplus phone.  Response we can't return because out of return time frame.   Ignores that this was a replacement phone seperate from one sent for repairs.

   

  A week later they continue to claim the phone will be delivered that *** fault.   Meanwhile despite being told repeatedly the phone is being returned to one plus.   See attached image ss proof but continue to ***

  Customer response

  04/16/2024

  Please accept this update as a clarification of what you have been told and responded to for the record. If any of these facts are in question please let me know for the record
  
  On April 2, 2024 you were informed the package was scheduled to be returned.
  
  Since that time you have sent multiple emails asking me to wait.
  
  You repeatedly have said the address was updated and the problem was third party logistics and the address was updated.
  
  I informed you multiple times that I had an intent to **** However, you chose not to inform your legal department 
  
  As was informed to you again and again the package will be returned to you 
  
  Ups has updated their site abd have the package being returned to sender in ft worth, ** with an expected delivery of Tuesday, April 16, 2024.
  
  Attached please find the screenshot of the *** tracking number from their website.
  
  Please advise of your EXACT plans for this package as that date is already over 2 weeks from when it was supposed to be delivered to me and is expected to be in your hands.
  
  There is clearly no further argument that package is being returned to you for tracking number 1ZX94R090391602799  
  
  Any further comments asking me to wait for this package will be false.
  
  Feel free to monitor the package yourself at:
  
  ****************************************************************************************************************
  

  
  

  Customer response

  05/30/2024

  Sorry I did not see the request for response.

   

  I thought there were no further response from company

  Business response

  05/30/2024

  Dear Team,

  Thank you for bringing this to our attention.

  We would like to inform that we have processed a new replacement. The customer has also agreed for this as a settlement.

  Thanks for your time and patronage.

  Regards,

  OnePlus CSSF Team 

• Initial Complaint

  04/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a OnePlus Pad and when it arrived on January 30th, 2024, the charging cable inside the sealed box was already damaged. The was no damage to the box. I contacted customer service about getting a replacement. I was promised a resolution to my problem in 48 hours. That didn't happen. After several days, I contacted them again and received a reply after another 48 hours, again promising a resolution. Nothing happened. After 5 weeks, they asked if my problem was fixed. I replied that it hadn't been fixed and I was still waiting for a resolution. Two weeks later I get another promise of resolution in 48 hours. It is now 4/5/2024 and I still have not been sent a replacement cable.My order number is: A192401153230003497. I was assigned the case ID: *************. I have sent OnePlus pictures of the cable in the condition it arrived. All I'm asking is that they send me a cable to replace the damaged one they sent me.

  Business response

  04/09/2024

  
  Dear customer,
  
  Thanks for bringing this matter to Complaint team's attention.
  
  We are deeply sorry for the inconvenience caused by this. The customer associated with the above-referenced case has been contacted by OnePlus.
  Please rest assured that our team is working diligently to address your concern and provide you with the best possible solution. OnePlus has invited the customer to contact us directly with any remaining questions or concerns.
  
  We look forward to your response and sincerely hope for a positive resolution to this matter.
  
  Best regards,
  OnePlus Complaint team

  Customer response

  04/15/2024

  I have reviewed the business response and accept this resolution. 

   

  I am disappointed that it took a complaint to BBB to get action from One Plus, but I am glad it is finally resolved. 

   

  I look forward to never interacting with One Plus again.

• Initial Complaint

  03/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought Phone Jan 23rd. Received Notification that is shipped and was given tracking number. Kept watching the tracking process for over two weeks and package never updated and kept saying that **** was waiting for package to be given to them. I raised concern with OnePlus ***************** and they have put me through the ringer with trying to figure out what happened and asked me to file police report fill out forms and refuse package from **** all with information showing it never left OnePlus Facility. I thought i was on the verge of getting a refund with the company pushing me to replace and not refund but all I want was a refund. The follow up message was asking to start the **************** again by refusing a package that was never sent. I am fed up with the poor customer service and with the company holding my refund hostage, thus moving forward with reporting them.

  Business response

  03/19/2024

  Dear customer,

  Thanks for bringing this matter to Complaint team's attention. We are deeply sorry for the inconvenience caused by this. The customer associated with the above-referenced case has been contacted by OnePlus. Please rest assured that our team is working diligently to address your concern and provide you with the best possible solution. OnePlus has invited the customer to contact us directly with any remaining questions or concerns. We look forward to your response and sincerely hope for a positive resolution to this matter.

  Best regards,

  OnePlus Complaint team
  

  
  

  Business response

  03/19/2024

  Dear customer,

  Thanks for bringing this matter to Complaint team's attention. We are deeply sorry for the inconvenience caused by this. The customer associated with the above-referenced case has been contacted by OnePlus. Please rest assured that our team is working diligently to address your concern and provide you with the best possible solution. OnePlus has invited the customer to contact us directly with any remaining questions or concerns. We look forward to your response and sincerely hope for a positive resolution to this matter.

  Best regards,

  OnePlus Complaint team
  

  
  

• Initial Complaint

  03/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a OnePlus **** ********* mobile phone directly from the manufacturer in November 2023.In February 2024, I noticed bubbles on the screen and, later, horizontal lights on the screen.The phone is in excellent physical condition and never dropped or damaged.I filed a repair request with OnePlus on the phone, but by mistake, I gave the **** number of my previous phone.A few days later, I shipped my OnePlus **** and an original box to the OnePlus repair facility.They received the phone on February 22, 2024.Upon finding out the wrong ****, I called them immediately, explained that the **** was wrong, and gave them the correct **** number.I had to do the same several times, but the tech support, with limited English understanding, did not update the **** number and continuously requested that I send them the phone with the wrong **** number.On February 27, I finally found a technician in ******* who could correct the **** and create a repair ticket with the correct ****. Despite the correct order and the fact that the OnePlus repair facility has my phone, my phone is sitting there since that day.tech support keeps saying they will escalate the issue, but nothing is happening.OnePlus claims the screen lasts 1 million folds, but it did not last 3 months.This is a lemon phone, and considering the incompetent tech support, I would ask for my full refund of the value of the phone at $1499 plus tax.I will never buy another OnePlus phone or any other product.

  Business response

  03/13/2024

  Dear customer,

  Thanks for bringing this matter to Complaint team's attention. We are deeply sorry for the inconvenience caused by this. The customer associated with the above-referenced case has been contacted by OnePlus. Please rest assured that our team is working diligently to address your concern and provide you with the best possible solution. OnePlus has invited the customer to contact us directly with any remaining questions or concerns. We look forward to your response and sincerely hope for a positive resolution to this matter.

  Best regards,

  OnePlus Complaint team
  

  
  

  Customer response

  03/13/2024

  Hello;

  OnePlus support DID NOT provide a solution for this issue.

  1.  They just stated that they have a part shortage and it will take 1-2 additional weeks to repair, and still there is no definite date to resolve the issues.

  Mobile phones are essential consumer necessities  I purchased this Mobile phone to conduct my personal, business, my university classes, health, and all my communications, yet, it is in manufacturer hands and will be there for sometime to come.

  2.  There is no offer of replacement, or payment to purchase another phone.

  3. I have contacted their Tech Support over a dozen times. 

  3. OnePlus knows that most consumers do not have multiple phones to replace their top of the line phones because manufacturer would take more than a month to fix their phone.

  4. The phone has been sitting in their warehouse since February 22, 2024. Attached you will see that there is no work has been done, and it may take much longer than their words.

  I demand full payment of the phone plus tax ($1,500 plus $150 Tax) $1,650.00 to be paid to me immediately,  so I can purchase another phone to conduct my daily tasks. 

  If not, I will take this matter to Los Angeles County small claims court on March 20, 2024 and demand additional compensations due to stress and loss of daily activities.

   

  Thank you,

  ***************************

   

  Customer response

  03/14/2024

  I am rejecting this response because:   

  Hello;
  
  OnePlus support DID NOT provide a solution for this issue.
  
  1.  They just stated that they have a part shortage and it will take 1-2 additional weeks to repair, and still there is no definite date to resolve the issues.
  
  Mobile phones are essential consumer necessities  I purchased this Mobile phone to conduct my personal, business, my university classes, health, and all my communications, yet, it is in manufacturer hands and will be there for sometime to come.
  
  2.  There is no offer of replacement, or payment to purchase another phone.
  
  3. I have contacted their Tech Support over a dozen times. 
  
  3. OnePlus knows that most consumers do not have multiple phones to replace their top of the line phones because manufacturer would take more than a month to fix their phone.
  
  4. The phone has been sitting in their warehouse since February 22, 2024. Attached you will see that there is no work has been done, and it may take much longer than their words.
  
  I demand full payment of the phone plus tax ($1,500 plus $150 Tax) $1,650.00 to be paid to me immediately,  so I can purchase another phone to conduct my daily tasks. 
  
  If not, I will take this matter to ****************** small claims court on March 20, 2024 and demand additional compensations due to stress and loss of daily activities.
   
  
  Thank you,
  
  ***************************

  Business response

  03/14/2024

  Dear customer,
  
  Thanks for bringing this matter to Complaint team's attention. We are deeply sorry for the inconvenience caused by this. The customer associated with the above-referenced case has been contacted by OnePlus. Please rest assured that our team is working diligently to address your concern and provide you with the best possible solution.
  
  OnePlus has invited the customer to contact us directly with any remaining questions or concerns.
  
  We look forward to your response and sincerely hope for a positive resolution to this matter.
  
  Best regards,
  OnePlus Complaint team

  Customer response

  03/14/2024

  I am rejecting this response because:   

  1. OnePlus has never contacted me by phone. They have my phone number and email address.  Their statement is without merit.

  2. I have contacted OnePlus by phone over a dozen times, and I do have records of them. I have pleaded with them to allow me to talk with a manager or someone in charge. They promise they will have their manager to contact me, but they have never have.

  3. I have all of my emails and phone records by my mobile career T-Mobile.  There is never a call from OnePlus to me.

  4. They send out many email and apologize for inconvenience but they never fix the problem.  

  5. They do not publish their corporate phone number anywhere; even their own Tech Support would not give the corporate phone number.

  6. I will add their claim of contacting me to the court and see if they have any documents to prove their statement.

  7. At this time, due to long  delay in fixing the issue, and the amount of time that I have tried to get OnePlus to fix this issue, I will ask the court for $6,650, of which, $1650 is for the phone, and the other $5,000 is punitive.

  However, I will ask the court to increase the fine by $100 for every given day past 10 business days, which OnePlus held my phone. 

  Lastly, I would like to ask for OnePlus legal department address. If not received within 3 business days, i will file court documents and state Mr. *************************, their agent in ********** to receive the court request.
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  Sincerely,

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*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩