Enrico Rubboli


Software Engineer and Enterpreneur
Playing with bitcoin - machine learning - go-lang - ruby - python


Is OnePlus Doomed?

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I was an OnePlus One happy owner since last December, when USB sync stopped working and I had to deal with the terrible Oneplus Customer Service.

EDIT (16/02/2016) add TLDR:

Having to deal with OnePlus support turned out to be a complete madness (read the full article for details). In my opinion a company like OnePlus that rely on customer satisfaction for its business, it’s a symptom of a deeper sickness that might be in the company management or in a very bad economical situation. I really hope to be wrong because I think OnePlus One is the best phone I had the chance to use so far. In any case this is an issue OnePlus should address as soon as possible, and OnePlus clients should be aware of.

EDIT (16/02/2016) 19:43 : OnePlus support sent me a response, see below.

Have you tried to talk to the OnePlus customer service? There’s a wonderful chat in their website, give it a try if you have an afternoon to waste.

But that’s not the worst, here’s what happened to me.

It was November 30, 2015 15:17 when I first reported the problem with my phone:


I have a problem with USB connector and I suppose it's hardware, this is what happens:

1- From mac the OS cannot recognize the system, even 'adb devices' doesn't see it 

2- From linux when I connect the cable I get this in the syslog: 

usb 3-9.1: new full-speed USB device number 88 using xhci_hcd 
usb 3-9.1: device descriptor read/64, error -32 
usb 3-9.1: device descriptor read/64, error -32 
usb 3-9.1: new full-speed USB device number 89 using xhci_hcd 
usb 3-9.1: device descriptor read/64, error -32 
usb 3-9.1: device descriptor read/64, error -32 
usb 3-9.1: new full-speed USB device number 90 using xhci_hcd 
usb 3-9.1: Device not responding to setup address. 
usb 3-9.1: Device not responding to setup address. 
usb 3-9.1: device not accepting address 90, error -71 
usb 3-9.1: new full-speed USB device number 91 using xhci_hcd 
usb 3-9.1: Device not responding to setup address. 
usb 3-9.1: Device not responding to setup address. 
usb 3-9.1: device not accepting address 91, error -71 
usb 3-9-port1: unable to enumerate USB device 

3- From the phone when I try to disable the USB adb from the develpoers menu the OS 
crashes and the phone reboot

NOTE: the cable and the computers are working, I've tested it with another phone 
and it works as expected

after 11 days December 10, 2015 01:44 I get the first answer:

Hi Enrico,

This is Andy from OnePlus technical support and sorry to hear you're having problem 
with your OnePlus One. Please follow these steps that could fix the issue.

Go to Settings -> About phone -> quickly tap the" Build number” seven times

Go to Settings -> Developer options -> Check Android debugging & USB debugging notify

Connect the phone and device with the original cable, and then the phone is charging.

Select the "media device (MTP)" option in the notification bar of the phone.

Go to "My Computer" in your computer, and then you can find a mobile phone icon which 
is the A0001. You can transfer your file through this place.

Open the "Device Manager" in your computer, you can unload and rebuild the driver to 
solve the problem.

Download other driver to connect your device. (If there is no any driver in your 
computer, you can try another computer, USB port or cable.)

Let us know how it goes.

Kind regards,

Andy

well, the first layer of support is usually useless like that (except it should take less than 11 days) so it’s fine, I’ve proceed following the instructions and reported (basically repeating what I stated in the first message):

Hi, 
I did what you asked, but at point 5 "A001" doesn't show up, while if I plug 
another phone, with the same instruction it does.

Enrico.

On December 20, 2015 13:27 I receive the following:

Hello Enrico,

Good day!

This is Ray, one of the Tech Support Representative. We're sorry to hear 
that you have an issue with your phone. We understand the urgency of having 
your issue resolved. However, there will be a need to proceed with booking 
a remote session to resolve your issue.

During the remote session, a Level 2 Tech Specialist will be sending certain 
files to be extracted together with the installation of certificates and drivers 
on your PC. There will be a need to tether your OnePlus 1 to your PC and through 
the remote session, patch fix/ flashing to another ROM may be performed. 
Furthermore, the process should approximately take up to an hour and you have 
the option to stop at any point in time.

Access the link below to book for your preferred remote session schedule and 
reply to this email with the date and time that you booked so it can duly noted.

EST Time Zone: https://www.oneplustech.setmore.com

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

Oxygen - https://s3.amazonaws.com/oneplussupport/OnePlusOne_1.0.3.rar
CM - https://s3.amazonaws.com/oneplussupport/DLT-CM.rar
Certificates - https://s3.amazonaws.com/oneplussupport/qc.rar
USB Drivers -> https://developer.android.com/sdk/win-usb.html
Android SDK for Windows -> https://dl.google.com/android/adt/adt-bundle-windows..
Android SDK for MAC -> https://dl.google.com/android/adt/adt-bundle-mac-x86_64-..
ROM -> http://builds.cyngn.com/factory/bacon/cm-11.0-XNPH44S-bacon-signed-fastb..
AFX -> https://drive.google.com/file/d/0BwVwtv1me2AqTndRZ2RYbDQzNG8/view?usp=sh..

NOTICE: 
Our Tech Support only accesses to the files/application on your PC that are 
necessary for troubleshooting. We do not and are unable to store, or disclose 
any information we have access to during this process. The whole process is done 
with the customer's presence, who has the right to terminate the process anytime 
during the process.

Regards,
Ray

Well, except they’re forcing me to find a windows machine it’s acceptable. On January the 3rd (a sunday!) I’ve been able to work with Sam (very nice guy) doing a remote session and he was able to (finally) confirm that the phone’s USB doesn’t work:

Hi Enrico,

Thank you so much for doing the remote session for today, I'm so sorry to 
hear that the problem persisted even after doing the remote session. I will 
now be forwarding the ticket to our next level of support who will review 
the ticket further. They'll be getting in touch with you as soon as they 
can. Just wait for the updates on this ticket.

Thank you so much for the time, patience and cooperation.

Have a wonderful day!

Best Regards,

Sam

So in few days they worked out the RMA and the 7th the device has been shipped to OnePlus. In their last message about the RMA they pointed out:

Please note: All returned products are subject to inspection upon arrival. 
Should the device not meet the conditions of our warranty, we reserve the right 
to have it resolved by either of the following two approaches upon your confirmation: 
1) Customer will pay for the quoted repair fee to repair the device
2) Customer will pay for the two-way shipping costs to return the damaged device.

so I asked:

before proceeding, can you please confirm that the phone has 2 years warranty 
as the default minimum warranty in EU? 
http://europa.eu/youreurope/citizens/consumers/shopping/guarantees/index_en.htm

you pointed me on the page:

https://oneplus.net/privacy-and-legal 
which state "OnePlus phones purchased on oneplus.net come with a limited warranty 
of one (1) year starting from the date of delivery".

but there's also this page that seems more appropriate: 
https://oneplus.net/uk/privacy-and-legal

which state "OnePlus phones purchased on oneplus.net come with a 2 year limited
warranty, in compliance with EU consumer laws, starting from the date of delivery"

and they confirmed:

Thank you for contacting oneplus Return, Repair, Replacement (RRR), My name is 
Neil and I will be handling your case ticket.

Before anything else, I would like to apologize for this inconvenience, I will
be more than happy assist you and provide you accurate information regarding your 
inquiry.

You do have a good question there, actually for EU countries the warranty is 2 
years however, The limited warranty does not cover:
Defects or damage resulting from accidents, neglect, misuse or abnormal use; 
abnormal conditions or improper storage; exposure to liquid, moisture, dampness, 
sand, or dirt; unusual physical, electrical or electromechanical stress.
Scratches, dents and cosmetic damage, unless caused by OnePlus.
Defects or damage resulting from excessive force or use of metallic objects 
on the touch screen.
Devices that have the serial number or the IMEI number removed, defaced, damaged, 
altered or made illegible. Ordinary wear and tear.
Defects or damage resulting from the use of the Product in conjunction or connection 
with accessories, products, or ancillary/peripheral equipment not furnished or approved 
by OnePlus.
Any physical feature defects or damage resulting from improper testing, operation, 
maintenance, installation, service, or adjustment not furnished or approved by OnePlus.
Defects or damage resulting from external causes such as collision with an object, 
fire, flooding, dirt, windstorm, lightning, earthquake, exposure to weather 
conditions, theft, blown fuse, or improper use of any electrical source.
Defects or damage resulting from cellular signal reception or transmission, 
or viruses and other software problems introduced into the Product.
Products not purchased from oneplus.net.

Should you have further questions or concerns, please do reply to this email.

Regards,
Neil

Well, again this is pretty much acceptable and make sense, so I was confident to be able to use again my phone soon. But unfortunately today is February 16th, 41 days has passed and I still doesn’t have any news, except this shocking message I’ve

Hi Enrico,

Good day to you!

Thanks for your response. I'm pleased to inform you that our service center has 
already received your returned device and the inspection for it has been done as 
well. They have sent you an email containing the complete repair cost for your 
device. Please make sure that you check all your email folders for this message. 
A response to that email at the soonest time possible is highly appreciated an 
will surely expedite the repair process.

Hope to hear from you soon! :)

Best regards,

Alex

At the moment I’m trying to figure out what’s going on, because:

  • I’ve never received any email from the service center.
  • The phone is supposed to be covered by warranty so no repair costs are expected.
  • 41 days has passed and they just completed the inspection ????

unfortunately their webchat doesn’t work (tried only twice spending 6 hours waiting in the queue) and they doesn’t respond to any message.

I know Oneplus is going through a bad period, their new product oneplus two is not selling and the hype they had for the one is fading out. But their customer service is embarassingly bad.

Considering that a company like oneplus should rely strongly on customer satisfaction this situation makes me thing that: they have a terribly poor management or they’re forced to cut the customer support costs. Either way, I think they’re doomed. And I think it’s a shame because oneplus one is a very nice phone.

EDIT: 16/02/2016 I’ve received this message from oneplus support:

Hi Enrico,

A pleasant day to you!

Thank you so much for contacting us. We really appreciate it a lot. Please 
accept my apologies for the delay as well as for the inconvenience brought 
by this issue at hand.

Due to the delay in the repair process, our manager has granted you a 
replacement device instead. Please take note that this replacement is 
permanent and there no need to send this back. Also, an upgrade or change 
of device type is not possible since this is not covered in the warranty. 
We can only replace the exact device you have returned.