Database Users

Dell Warranty Claim Rant...

Hey Gang,
Been dealing with Dell customer care over 3 weeks now trying to get my Streak replaced and it has been a nightmare... I just wanted to share my story with the community...
So I have had my Streak for about 2 months. When i first got it, i noticed the LCD would bleed if i put any pressure on the corner of the earpiece, I didn't think much of it until the bleeding became permanent and my screen began to wither away like it was cancerous.... So I call Dell's mobile service customer care area and explain to the nice lady my problem. She was very helpful and took it very seriously and said they would go ahead and send me a replacement ASAP and I should receive it in a couple of days and would get an email that day with the details of the claim. Great! Case closed or so I thought... That was call number one...
Next day still no email, i call them back and the lady i talk to says they didn't have my phone number so they couldn't send the email? Ok, whatever, here is my phone number, and the email arrives an hour later. Check online at the status of my claim and the claim has no info, but i don't worry about it until a few days later when nothing is updated. Called back, guy i talked to was rude and said the order was pending and it should updated by noon, noon nothing happens, i call back and the guys says it is pending and that they are probably on back order, he has no idea how long. At this point i am pissed... the next day i check online again and the order has been canceled for some reason! Call back again (call number 5) and the guy is like, oh must have been a mistake i will open a new order for you, "fuuuuuuu!!!". Couple of days later, no update on the new order, call back and the guy spews the same BS, ask to talk to manager and he says he will take care of it. By the end of the day it is shipped out. Receive it last Friday, 3 weeks after initial call, pop in my sim card and the phone is locked to another network!!! Has the rogers crapware on it but wont accept a rogers sim... FML... call them back, Friday morning, the lady says i will have to call back on Monday as the department that does the unlocks is unavailable... Call back this (Monday) morning and the lady i talked to said the IM was down with the dept that does the unlocking and she would call me back before lunch, no call back so i call again, another lady i talk to looks into it and says i will have to wait 48-72 hrs to get the code. I ask to talk to the manager and he says the same thing, that the only way they can get it is to email the other dept and wait for a reply. "So you cant phone them?" "no" "You are saying that Dell cant contact Dell to get an unlock code for a Dell phone?" "no" "I can go online and spend $20 and get the phone unlocked in 5 mins and you, Dell, the makers of this phone, are telling me i have to wait another week to unlock the phone that they took 3 weeks to replace, all the while paying for mobile data services that i cant use?" "yes"
So this is where I stand now... who knows when i will get this beast unlocked...
Just wanted to vent, i know it is a long post but just wanted to warn people that you have to stay on top of these guys every day if you want to get anything done...

Fire off an EECB (Executive Email Carpet Bomb) to Michael Dell, using either of the following addresses:
[email protected]
[email protected]
Follow these tips: http://consumerist.com/2007/05/how-to-launch-an-executive-email-carpet-bomb.html . You won't have to do steps 3-5 because the list is already in this post. I do believe once the owner of the company is made aware of a problem from one of his customers, it will get resolved VERY quickly.

As the other post said, tell Mike. I did on an issue that was not getting resolved for weeks. It took literally 12 hours from when I sent the email to when I got satisfaction.

If you just call the main dell line, you'll bounce to india and then bounce to the dell streak call center. They should be more than happy to give you the unlock.
When I had to rma my phone they were quite easy about getting me my phone. In fact, I think it came unlocked. Can you not unlock your sim or something?
I didn't read the whole thread so I probably missed something about it.

Sounds pretty similar to my experience minus the unlock issue. Mine bled to death within hours of unboxing, then they sent me a still broken refurb to replace my dead of box new phone. In the end it took 3 weeks and 2 replacements to get a working one. Oh and that was only because I called and harrassed them constantly. I'd probably still not have a phone today since it was "on back order"

Update: Still no unlock code... Sent a nice email to Michael Dell explaining the problem but haven't heard back, sent the following follow up this morning after my conversation with "customer service"
This is an update to my previous email. As I received no reply from the supervisor who promised to call me back within the next 48 hours, I called back yesterday (Wednesday, May 18th). The representative I talked to assured me that the unlock code would be emailed to me yesterday. I explained that I had been given timelines before and was promised that I would be emailed the code yesterday. I was not emailed the code. I called back this morning and just got off the phone with another supervisor. He now tells me that I will have to wait another 2 days to receive the code. I have explained to him how many times I have attempted to get this issue resolved and the supervisor would not budge. He promised to call me back within 2 days, I explained that I had been made that promise many times and I did not believe it would happen, I requested to be transferred to a manager but the supervisor said that the manager was too busy to talk to me. Alas, nothing has changed. I am still paying for services that I am not using. I am continuing to vent my frustrations online at every opportunity and will go out of my way to ensure that consumers are aware of the poor service that awaits them if they chose to purchase Dell products.
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How did you get them to replace it? my screen under the glass has cracked from simply tapping the home button. They are telling me that the screen isn't "hardware" and not covered by the warranty and i have to pay $249!
my damage wasn't caused by "external causes such as accident, abuse, misuse, or problems with electrical power" and should be covered by warranty!

what to do when Google don't ship out RMA ?

Talk about getting screwed. I called in to get a replacement for my device two weeks ago and now I got one more weeks left to return this phone, but Google still have not shipped their device yet. I've contacted Google support like 3 times already, but no luck getting any info. They would send me a general email saying something like it would be shipped out in a timely manner and sometimes they would refer to my nexus 4 as the nexus 10 or the nexus 7. These people don't even read the emails they send out. Should I just send in my device to avoid the 21 days penalty? I'll be without a phone for until they shipped.

Try to contact them and explain your issue. If their shipping is delayed is not your fault so no penalty should be applied. Ask them!
Sent from my GT-I9300 using Tapatalk 2

I just had my order status for my RMA changed to pre-ordered, so I called Google Play support. It turns out the RMA's are now affected by back orders as well. So I explicitly asked the CSR about the 21 day window, he assured me that Google will not charge me if the replacement device has not shipped. He said if I am actually charged, not just a pending AUTH (which has already cleared) to just call up. He said he's never heard of it happening, they've been told by their supervisors that it won't happen, but IF it does happen they are to refund that charge.

I just contacted Google again. They said i will still be charged for the device if I don't return it within the 21 days even though they don't have a device to send out. This will be my last time I order from Google.

File a BBB report, notify your bank of the situation and give them your BBB complaint case number. Request that your bank decline further transactions from GOOGLE *Devices until further notice.

qpqpqp said:
I just contacted Google again. They said i will still be charged for the device if I don't return it within the 21 days even though they don't have a device to send out. This will be my last time I order from Google.
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makes sense to me your doing an RMA its a faulty device why hold on to it if its not working ?

noobdeagle said:
makes sense to me your doing an RMA its a faulty device why hold on to it if its not working ?
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Maybe the OP's phone still works better than no phone at all. Mine is deadlined, but the digitizer still works where I need it to for answering calls, and I can't go without until they decide to ship me a replacement phone.

Man I am sorry about your luck. I called Google for an RMA last night and my replacement was shipped this morning and the UPS tracking shows I will have it COB on Friday. I was actually surprised that it was shipped so quickly, as I thought there would be a delay because of the lack of stock units. I hope that you get this addressed with Google, there has to be some glitch on what is going on with your RMA.

gr8cop said:
Man I am sorry about your luck. I called Google for an RMA last night and my replacement was shipped this morning and the UPS tracking shows I will have it COB on Friday. I was actually surprised that it was shipped so quickly, as I thought there would be a delay because of the lack of stock units. I hope that you get this addressed with Google, there has to be some glitch on what is going on with your RMA.
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Jesus, this is the same **** the pulled with ordering the phone in the first place. I ordered my phone within the first minute, didn't get it for over a week, people ordering it 6 hours later got it in two days. I RMA a week ago, now it's preordered, you RMA last night and it ships today. Dufuq Google, this is some bull ****. Not to mention the OP now being told 'll be charged for the current device before the replacement ships.
Happy for you though.

USSENTERNCC1701E said:
Jesus, this is the same **** the pulled with ordering the phone in the first place. I ordered my phone within the first minute, didn't get it for over a week, people ordering it 6 hours later got it in two days. I RMA a week ago, now it's preordered, you RMA last night and it ships today. Dufuq Google, this is some bull ****. Not to mention the OP now being told 'll be charged for the current device before the replacement ships.
Happy for you though.
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I agree that it is bull. I don't know if it was the CSR that I talked to or what, but I just got confirmation that my replacement was delivered at my house (1 day earlier). I suggest that you continue to call them to see what is going on.

I had my RMA overnighted on 12/11
device not yet received
this is what tracking says
A UPS shipping label has been created. Once the shipment arrives at our facility, the tracking status--including the scheduled delivery date--will be updated.

gr8cop said:
I agree that it is bull. I don't know if it was the CSR that I talked to or what, but I just got confirmation that my replacement was delivered at my house (1 day earlier). I suggest that you continue to call them to see what is going on.
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I already called like 6 times and talk to 6 different people. They elk don't seem to care. I just don't know what else I can do.

This is what I just got.
Thank you for contacting us.
You have 21 days to return the original device not 21 days to*receive* the device. You can return the device if you have the RMA and shipping label. As for a replacement device, unfortunately they are on backorder and will not be shipped for 3-5 weeks. I apologize for the*inconvenience*and appreciate your patience.
If you have any other questions please feel free to reply back to this email.
I was assured they had separate stock for RMA, probably get a better service from someone that speaks a different language to me.
Sent from my Nexus 4 using xda premium

UK RMA Procedure NIGHTMARE

So I bought the Nexus 7 2012 32GB in November last year. Since then I've had nothing but problems so I'm finally deciding to send it back under the warranty.
I have light bleed (it's gotten worse over the months) and small screen lift on the left hand side, although to notice that you have to really look for it. On top of that the battery kept failing on me whilst on charge, which also seemed to be a big problem throughout, but I found guides online on how to fix that.
Now, I have my Nexus 7 and I want to get them to repair the light bleed mainly, because it really is bad. Is this covered under warranty? How do I go about sorting this out?
Also my device is rooted + flashed, how would I revert back to stock firmware and unroot it
P.S I didn't buy directly from Google, rather a high street retailer (Currys for those of you in the UK)

Bump?

Create an RMA with Asus you will then get an two emails one with the RMA number and another asking to arrange a collection with UPS (free of charge) the item will then be collected and taken to a company called Triage Services who will inspect/repair the device finally you will get another email stating when it's coming back
Took them a total of 5 days for my device to be collected/repaired and redelivered, also you need your own packaging too
To revert back to stock use Wugs toolkit http://www.wugfresh.com/nrt/ and flash a stock image https://developers.google.com/android/nexus/images#nakasi after the use the toolkit to also relock the device

I guess here's a good of place to ask of any since there's RMA talk.. Save a thread!
Just took advantage of the buy 2 get 1 free from gamestop. It was a pre-owned "scratch and scuff" sale. The roughest looking one seems to have a loose usb connection, IE move the cable towards the front, lose connection, move towards back, reconnected.
Any hopes of RMA'ing this? What are my options?

JonesL said:
Create an RMA with Asus you will then get an two emails one with the RMA number and another asking to arrange a collection with UPS (free of charge) the item will then be collected and taken to a company called Triage Services who will inspect/repair the device finally you will get another email stating when it's coming back
Took them a total of 5 days for my device to be collected/repaired and redelivered, also you need your own packaging too
To revert back to stock use Wugs toolkit http://www.wugfresh.com/nrt/ and flash a stock image https://developers.google.com/android/nexus/images#nakasi after the use the toolkit to also relock the device
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You say from Asus. Call them up? Or request it from their website? Because on their website going through their RMA bit they have no option for the Nexus 7

itsmyname said:
You say from Asus. Call them up? Or request it from their website? Because on their website going through their RMA bit they have no option for the Nexus 7
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https://eu-rma.asus.com/pick_eu/pickup.aspx?country=uk&rma_form=eee_pick

JonesL said:
https://eu-rma.asus.com/pick_eu/pickup.aspx?country=uk&rma_form=eee_pick
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Sorry I didn't notice you quoted me
Regardless I rang them up, the nice lady told me she'd email me within a few hours and to reply back with a description of the problem and photo's. Did that on a Thursday (Mind you this is 28 days before my warranty runs out ) and I hadn't realised I got an email on Friday. So I rang em up again thinking I hadn't gotten a reply, the nice chap told me yep an email was sent and read out the email to me; Apparently the technician sent the reply saying can you take pictures of device with the device ON. I told the guy that the device was on, but it was just a black screen playing; that's the only way the screen bleed can be replicated on camera.
Nevertheless him and his colleague looked at it while they put me on hold for a couple of minutes and determined that it does seem to be an issue so to send it off to them. I had to request an RMA number from their RMA website but seeing as it was Friday evening that I spoke to them, I probably wouldn't get an RMA reply back til Monday, as it comes from the Netherlands. He informed me to describe the issue on the RMA form and to package the device up (not in it's original packaging) and to wait for acourier to come and pick it up on the Tuesday, that's once the Netherlands people get back to me on Monday.
So, so far so good with Asus, here's me hoping they've learnt their lesson with the freaking horror stories i've read about them all over. However it's not over yet;
I AM worried that they will try and fob me off, by sending me an unrepaired or a worse off device (which I've read has happened to lots of people) and then I won't be able to do anything about it once my warranty runs out! Where would I stand if that did happen to me (hopefully not)

My oh my Asus RMA are ****s
So they picked my stuff up on Tuesday, checked the RMA Status on their site on Wednesday and it said product not received, whereas UPS tracking showed they had received it.
Phoned up Asus, they tell me to contact the repair centre directly, which is a third party!
Anyhow phoned them up straight away, they said they do have the product it's just not been updated on the Asus site. Fair enough.
Thursday, it gets updated with Product repair is in progress.-[WF4] Wait for Customer Confirmation-Customer Induced Damage \Out-Of-Warranty. Phoned up Asus, again they tell me to contact the repair centre, run by Triage.
Phoned up Triage and they tell me that A) No fault was found and B) It's out of warranty, which was deemed by the serial number. I pointed out to her that it's not out of warranty until the end of the month, as per the receipt that I provided, and that also Asus have deemed themselves via their engineers that there is a fault once they had received photo's I had sent them. Triage lady tells me that the engineers may not have seen the receipt that I supplied, and that to email the receipt plus photos of defect to them as they cannot get them from Asus (You'd think for a computer company everything would be linked, right). So I did that straight away yesterday.
Today (Friday, 8 November) I call up Triage because the RMA status is still the say. Their closed, until Monday. Thats 3 days out of my warranty, which runs out on Monday 11 November. I call up Asus, and a very pedantic man tells me, for lack of a better word "WTF AM I SUPPOSED TO DO". I tell him, in the nicest way, that I'm dealing with Asus, as a consumer, I should not be dealing with whomever they send their repairs off to, because as their Warranty Card states that Asus are the ones who I should deal with- Logically right?
He then tells me that it is physically impossible for him to contact Triage, located in, as he put it "middle of England from an office in Scotland at 5pm on a Friday". I was flabbergasted, that nothing was internalised in their corporation and nothing systemised. Again, I pointed out to him Asus is a computer hardware/software company.
After several rhetoric back and forth he told me to contact Triage on Monday, and if they still had not sorted themselves out to phone Asus up again.
I just want my money back now (though unlikely) and I pledge never to buy Asus again

My oh my Asus RMA are ****s
So they picked my stuff up on Tuesday, checked the RMA Status on their site on Wednesday and it said product not received, whereas UPS tracking showed they had received it.
Phoned up Asus, they tell me to contact the repair centre directly, which is a third party!
Anyhow phoned them up straight away, they said they do have the product it's just not been updated on the Asus site. Fair enough.
Thursday, it gets updated with Product repair is in progress.-[WF4] Wait for Customer Confirmation-Customer Induced Damage \Out-Of-Warranty. Phoned up Asus, again they tell me to contact the repair centre, run by Triage.
Phoned up Triage and they tell me that A) No fault was found and B) It's out of warranty, which was deemed by the serial number. I pointed out to her that it's not out of warranty until the end of the month, as per the receipt that I provided, and that also Asus have deemed themselves via their engineers that there is a fault once they had received photo's I had sent them. Triage lady tells me that the engineers may not have seen the receipt that I supplied, and that to email the receipt plus photos of defect to them as they cannot get them from Asus (You'd think for a computer company everything would be linked, right). So I did that straight away yesterday.
Today (Friday, 8 November) I call up Triage because the RMA status is still the say. Their closed, until Monday. Thats 3 days out of my warranty, which runs out on Monday 11 November. I call up Asus, and a very pedantic man tells me, for lack of a better word "WTF AM I SUPPOSED TO DO". I tell him, in the nicest way, that I'm dealing with Asus, as a consumer, I should not be dealing with whomever they send their repairs off to, because as their Warranty Card states that Asus are the ones who I should deal with- Logically right?
He then tells me that it is physically impossible for him to contact Triage, located in, as he put it "middle of England from an office in Scotland at 5pm on a Friday". I was flabbergasted, that nothing was internalised in their corporation and nothing systemised. Again, I pointed out to him Asus is a computer hardware/software company.
After several rhetoric back and forth he told me to contact Triage on Monday, and if they still had not sorted themselves out to phone Asus up again.
I just want my money back now (though unlikely) and I pledge never to buy Asus again

RMA is nearly always painful after the initial period. But your experience seems extremely bad, you should not have to chase a third party. ASUS should be your point of contact.
I suggest you ask to speak to the manager next time and put in a complaint.

abdulhamid1978 said:
RMA is nearly always painful after the initial period. But your experience seems extremely bad, you should not have to chase a third party. ASUS should be your point of contact.
I suggest you ask to speak to the manager next time and put in a complaint.
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The person I spoke to told me there's nobody else above him. That's what is infuriating me, the chap was telling me how he's worked for electrical companies for 11 years and they all operate like this; I told him no, that's not what your warranty card states, it doesn't mention I have to speak to a third party- As a consumer, my deal is with you and I deal with you alone.
Will wait till Monday now and see how this plays out
Anybody have any tips? Where do I legally stand? With my warranty running out, what if they send it back to me in the same condition (or in certain cases that i've read on XDA) a worse condition, right before the end of warranty? It runs out on the 27th November!

itsmyname said:
The person I spoke to told me there's nobody else above him. That's what is infuriating me, the chap was telling me how he's worked for electrical companies for 11 years and they all operate like this; I told him no, that's not what your warranty card states, it doesn't mention I have to speak to a third party- As a consumer, my deal is with you and I deal with you alone.
Will wait till Monday now and see how this plays out
Anybody have any tips? Where do I legally stand? With my warranty running out, what if they send it back to me in the same condition (or in certain cases that i've read on XDA) a worse condition, right before the end of warranty? It runs out on the 27th November!
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As far as I am aware if they return the tablet and the original fault is not fixed your warranty will still cover you after 27th November.

So I spoke to Triage first thing today- the lady tells me that they have received the email with the receipt and defect pics- the senior engineer will have a look at it and to call back Wednesday. Thank goodness Triage aren't as incompetent as Asus (so far)

Last week, after being told 2 days in a row that I'll get a call back from Traige, which didn't happen, I decided to call them up on Friday before they closed. The lady was only able to repeat the same words to me "No fault has been found, the engineers have put it through extensive testing". After being frustrated with her, I spoke to Asus and the man told me OK we'll get back to you within 3 working days; Which obviously excludes weekends. So in reality I'd have to wait 5 days, all the while my warranty runs out. They assure me the RMA starts from the moment they issue the RMA, regardless of how long they keep it for. That's not what I'm worried about, What I am worried about is that they may send me my device back unrepaired which is a common thing I've seen on the web Asus do and by then it'll be too late to RMA it again (due to my warranty running out on the 27th of November).
Anyhow I received an email on Monday from Asus saying they will get hold of the repair centre on behalf of me ASUS SHOULD BE DOING THAT IN THE FIRST PLACE!!
I've had enough, I will call tomorrow and I hope to God it's god news. I don't even want the device back, just please refund me my money

UPDATE;
Got an e-mail from Kiona on the 21st, after sending her a very firm email the night before.
The email read "Please be informed that the repair centre indeed replied that they were unable to find a fault with the screen itself but that it was common for this to happen when the battery on the tablet is low.
We are checking internally in order to advise you accordingly. Kindly note that I am personally following up on your case and we will not stop before this issue is sorted out. It would be helpful though if you can provide me a picture of the issue?"
Replied back with the pictures (second time I'm having to email Asus the pictures, 3rd time inlcuding Triage). Got a reply back on Friday (22nd) from another woman saying thanks for the pictures we will investigate this further internally.
Referring back to the original email- How can the repair centre claim light bleed only occurs when there is low battery, and it's common?!? Surely that's a defect on its own, hence fault being found despite them claiming no fault found!

UPDATE;
Got an e-mail from Kiona on the 21st, after sending her a very firm email the night before.
The email read "Please be informed that the repair centre indeed replied that they were unable to find a fault with the screen itself but that it was common for this to happen when the battery on the tablet is low.
We are checking internally in order to advise you accordingly. Kindly note that I am personally following up on your case and we will not stop before this issue is sorted out. It would be helpful though if you can provide me a picture of the issue?"
Replied back with the pictures (second time I'm having to email Asus the pictures, 3rd time inlcuding Triage). Got a reply back on Friday (22nd) from another woman saying thanks for the pictures we will investigate this further internally.
Referring back to the original email- How can the repair centre claim light bleed only occurs when there is low battery, and it's common?!? Surely that's a defect on its own, hence fault being found despite them claiming no fault found!

Hello guys!
I have a N7 2013 LTE and I have no signal after a month. I would like to RMA it, but I cant find any info on Google Play how to do this if I bought it from UK Gplay. This Asus site linked here is what I need? https://eu-rma.asus.com/pick_eu/uk/
Nexus5 X Tapatalk Pro

thefiqs said:
This Asus site linked here is what I need? https://eu-rma.asus.com/pick_eu/uk/
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Yep. This site what we need! There is the application form link. Just fill the form and they will send you the instructions by email. Cheers
Nexus5 X Tapatalk Pro

Your buying expierence

Hi Guys,
How have you found the buying expierence to be?
I ordered mine the start of this month and just missed out on the discount. When I ordered I got an email saying it would be a couple of weeks and that was okay, but I have seen that it is back in stock and I still haven't been sent the device according to the website(I am currently on holiday). I go into orders when logged into small and don't see anything, but I can click on the link in the email and it shows my order with the status.
I have tried emailing them and have not had a reply, tried calling them, and when it does ring it just gets cut off.
How has your expierence been, as I may forget all about this phone if it does t get better(plus I now ha e a £40 off voucher for the phone).
Jim

Hi Jim,
Have you checked the tracking service to see if they've given the parcel to the post office? I ordered my phone at 10pm and received it two days later at about 12:30 pm.
I've had the Honor 7 for a couple of days now. The phone runs very smoothly (I even opened up every application on my phone and it had about 1.4gb RAM free and was still working smoothly. I don't have the most intensive apps installed but I wouldn't be doing anything near as taxing as what I did). The finger print sensor is very accurate and quick. It'll take some time to get properly used to all of its features, such as sliding your finger down for notifications and up for recent apps. You can also hold your finger on the sensor to go back to the home screen and tap it once to make it act as a back button. The camera is quite good too but I don't really take pictures so I can't give a proper review of it. Emotion UI is alright and if you're not too fond of it you can just install Nova Launcher like I did. As for the battery I usually get 5-6 hours of screen on time with me using my phone mainly for facebook, whatsapp, skype and watching YouTube videos. I can't give any comments on gaming performance since I don't game on my phone , I imagine it would run most games fine though. I just ran an AnTuTu Benchmark while typing this up and got a score of 52247 if that's of relevance to you. When did you try calling them? They're busy on weekends and when I tried on a weekday the call went through straight away and they were quite helpful. The phone was a steal at £250 and at £210 it's an even better deal so I'd definitely advise buying it.

My experience has been pretty bad.
Ordered on launch day as soon as it went live on website. So expected to receive the phone. Then the website said 7 days. Then 5 days. Then 9 days. And finally 3 weeks. All along people were receiving their phones who ordered 2/3 days after I did as well. In the end I cancelled the order.
Today I used the discount code emailed to me by vmall and tried again. Phone was in stock, order processed and a confirmation page was displayed with order number on it. However, no email confirmation has been received and it does not appear in my 'recent orders' on the vmall site either. And of course the phone is now showing as out of stock too.
I called vmall support and was told that basically I have no order. Which is annoying to say the least.

I ordered at 11am today, didn't get an email but just checked my order and it has been dispatched, seems like there's problem with your order, best keep trying to get hold of them maybe.

for me, vmall UK worked perfectly. 3 days wait, then the email it was dispatched and arrived next day.

And now, despite being told I had no order by the vmall support line, I have just had an email to say mine has now shipped already. Very confusing stuff.

I have waited only 3 days too.
Inviato dal mio PLK-L01 utilizzando Tapatalk

I have worst experience from vmall UK. first I ordered from 29th August using my credit card which I'm using everyday and it working perfectly fine but after ordering they next day I got mail which said that my card is expired, that's impossible! and got email in which they told me to contact so I did CA on phone line said that card I used was expired and I need to provide the card details to them so they can order again, so I gave them my card detail and person said everything is ok now and your card has been accepted. which was same card I used it earlier, but after 2-3 days I haven't got any news about it so I called them again but I got constant engage tone for two days and so I called again CA told me that our staff are NOT allowed to take customer's phone number over the phone and I need to place the order again, so on 2nd Sept. I order again and till than I sent them three email in a week but I haven't got any replay, furthermore when I called them over the phone last week to know order status they said that stock will come next week and told me to call again mid next seek, Today again when I ask they said that they are going to instruct warehouse to despatch soon and I will hopefully get tracking number by today evening but as of 23:39 I haven't got any tracking number or despatch email, they are liar and unreliable company and just to take orders they are giving wrong hope and incorrect delivery estimate which is
complete unfair business practise
Also even before order I called and ask about NFC and they poor knowledgeable CA lady said indeed it have NFC which is completely false information
Poor inventory and order processing system and very limited information and technical information about products seems like they made in hurry to to gain high numbers of sale in short time
Worst customer service
And unreliable company
EDIT/UPDATE: Today 10AM I called them again to inform that all my friend who ordered last week or before me already got that order and why I have to wait , CA said Sorry for the delay and said that I also ordered Honor View case and selected part delivery but somebody missed to acknowledge that on system means all order they are handling manually, after that phone call my status is now showing as "PART-SHIPPABLE" let's see what happen

My issue with regards to calling the CS number seems to have been a weird combination issue of nexus5/3/Spain roaming, although it worked fine and my.Missus phone samsungs3/3/spain roaming.
I spoke to customer services at the start of the week and they said there was nothing wrong with my order and they were getting 1000 new units and they are shipping on first in first out basis, which I challenged as I advised people ha e ordered after me and already got there phone. I will call again today as I no faith in the CS services, but I also ordered a cover as well, and maybe this is causing an issue as the above comment suggests.

Just spoke to CS and she has said the batch of devices they were getting has been delayed.
I questioned about the numerous times I have clicked the order link provided by themselves and see the device as showing in stock was not true, and they are only uptp the 27th of August with fulfilling orders.

I ordered mine on Monday and it was in my house on Tuesday. Faultless. Was able to track it as well.
Sent from my PLK-L01 using XDA Free mobile app

My buying experience from vmall was one of the worst.
At start everything was fine. I pre-ordered the phone and i waited until they'll have it on the stock. I've waited for like 2 weeks. Then I've got message telling me that my payment was rejected. The strange this was that they already took money from my card when I placed the order. I look on my account - my money is back and there is no information about any transactions - nor accepter or rejected. I told them to charge my card once more and then it was ok.
Status change - Package sent! YAY!! finally!!!
but, wait.. quick glance at my invoice... shipping address - WHAT THE F...? Somehow - noone from vmall was able to told me how - the street name in billing address was changed and it looked like someone placed it in google translate and translated it from polish to english... so the result was that the package was going to the non-existent address. Just great. After contacting via phone with vmall they told me they'll do anything they can blablablablablalba.... i talked to them few times, no effect.
In final, I've got my package, but only because I have contacted DHL by myself and they were so kind to change delivery address to correct one. No help from vmall at all in that matter. And after the package was delivered, email from vmall came and it was like "dude, you were saying that the address over there was wrong, but someone took the package! look ,there's signature!! the address was correct, you moron, but you said it was incorrect!".
Just no comments... i replied them that they were useless etc, I gave them screenshot from DHL tracking saying that the address is wrong and there is need of contact and attached them DHL emails that I had... it was like one week ago, still got no response...
TLDR: Vmall support is USELESS, totally useless and the people over there are stupid and cannot understand simple things. They couldnt tell me how did they got the strange shipping address (translated polish street name via google translate. WTF!? from when you do that and what for!?)...

I've personally found Vmalls support excellent. The stock issue is down to the production side and out of their hands. When I've phoned they've been efficient (split my order so the phone was sent, which was then dispatched an hour later). I phoned earlier today to cancel the flip cover as I'm just fed up of waiting (and realised the flip to turn screen on feature won't be as useful as it was with the H6, what with the H7's double tap/fingerprint methods to access the screen). The woman said "do you want to give it to me?" and I thought I accidentally phoned Babestation, but then realised she was referring to the order number! Cancelled it no problem.

Display - Static (tv snow) screen

I just got my OnePlus 5 today and I started using it for about 30min and then the screen started freezing and locking up and then finally when all colorful static (tv snow). I think its a back connection as i can still unlock the phone with my thumb and power it off buy holding power then taping the screen guessing were the power off button is. the sounds for the unlock work to.
If anyone has an idea to fix this that is not going to void anything please let me know.

ReaperII7 said:
I just got my OnePlus 5 today and I started using it for about 30min and then the screen started freezing and locking up and then finally when all colorful static (tv snow). I think its a back connection as i can still unlock the phone with my thumb and power it off buy holding power then taping the screen guessing were the power off button is. the sounds for the unlock work to.
If anyone has an idea to fix this that is not going to void anything please let me know.
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This has been a huge buzz kill ?

Nightmare. Get that RMA in!

You should send it back

kboya said:
Nightmare. Get that RMA in!
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Ya and to think I almost didn't pick it up tonight was going to wait tell Monday. Glad I stuck out on lunch.......

Well iv got the RMA in, part of me just wants to return and get refunded but it's such a nice phone.......

Chat Support.
So I talked with a live chat rep named "Lovely" about 30 min ago. I had made a support ticket and a RMA so i just put both the info and my order imie and location. Got routed over to a support chat rep. "Lovely" almost rate away. Lovely did the I need 2-3 min blurb, after Lovely came back they said they would approve the RMA and send me an email.
SO! I'm sending it back for replacement.........serves me write for buying it early.
anyway this is the email i got
"Hello ************,
Good day!
We have begun processing your RMA. These are the product(s) approved for return:
1. OnePlus 5
Please follow the steps below to complete the RMA process:
Step 1: Get prepared
• Please take the necessary precautions in making sure you back up all your data and remove any additional accessories or personal items from the device.
• Please include the receipt for your device in your parcel. This can be found in your OnePlus.net account under My Orders.
• Please be sure to include the official data cable and charger bundled with the device.
Step 2: Ship your device
• You will be contacted within 2 business days by our partner Futuretel. They will send an email to you with a pre-paid shipping label; please print this label and drop off the parcel at your convenience.
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 can request to ship the device back unrepaired.
Please let me know if you have any questions.
Best regards,
Lovely"

Got a FedEx return label via email and it's been dropped off at a pick up point. Looking like it will be there on Tuesday.

ReaperII7 said:
Got a FedEx return label via email and it's been dropped off at a pick up point. Looking like it will be there on Tuesday.
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According to their promo video RMA should be finished and you should get a working phone within a week, you'll be able to let us know if they live up to the hype.

djsubterrain said:
According to their promo video RMA should be finished and you should get a working phone within a week, you'll be able to let us know if they live up to the hype.
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I will most definitely let everyone know how the RMA process goes. I also took a picture of the box and phones two IMEI's so I will be able to confirm that I do in fact get a new phone and not the same one.

I subscribed to this thread just to see how it goes. Good luck, OP! Let us know how it goes.

So my phone arrived at one of Oneplus' partner companies. As a result I opened another live chat to get an update on my RMA status. I got routed to Lois who was also quite nice and understanding. I asked for the status of my RMA and how long I would be waiting for my replacement. Lois informed me that the hole process could take up to 12 day after the parter company inspects the phone witch could also be up to 2 days. Which it's 14 days...... I think you all know were I'm going with this. So I asked to cancel my orders and send everything back for a full refund. Lois said they would only be able to do a parcel refund for the oterbox and extra dash cabal I ordered. So at this point I'm not happy and ask for my case to be escalated and that compensation be considered for my inconvenience.

So I got an email from OnePlus later last night. They have placed a new order for my Midnight Black 8/128. So if it ships today it should get to me for Friday. We will see....

Looks like the phone shipped out today got a tracking number emailed to me and the tracking number is saying it will be delivered tomorrow. Will let everyone know if I get the phone tammorow!

So I got the phone delivered today, send in the RMA later Friday night and iv got a new phone on the next Thursday. I'm quite happy to say the very least. We will see if this phone lasts longer as oneplus did send me a total new unit I looked at the IMEI's are in fact different.

Congrats OP!