Chat Transcript with Redacted Name

Chat started on 21 Jun 2017, 08:18 PM (GMT+0)

(08:18:31) *** Redacted Name joined the chat ***

(08:18:31) Redacted Name: I cracked the screen, broke the digitizer (touch doesn't work), and the volume down button is jammed on my OnePlus 3. I was wondering how much it would cost to get the screen + digitizer and the volume rocker replaced. Also, what payment methods do you accept for the repair, where do I send it to, do you pay for shipping, and how long will the repair process take?

(08:18:38) Customer Service: Thanks for contacting OnePlus Customer Support, please wait a moment while our agents attend to you.

(08:19:33) Customer Service: Hey there! sorry to keep you waiting but it looks like all of our chat agents are busy at the moment. We thank you for your patience and we'll be right with you as soon as the next agent is available.

(08:31:19) *** Mariz joined the chat ***

(08:31:22) Mariz: Sorry to keep you waiting, . This is Mariz from OnePlus Customer Support. I'd be happy to help.

(08:32:37) Mariz: Hi Name, I'm sorry to hear that the screen and the digitizer of your OnePlus 3 is broken.

(08:32:38) Mariz: Don

(08:32:47) Mariz: Don't worry, I am here to help you.

(08:32:59) Mariz: If I may ask, where did you buy the phone?

(08:33:28) Redacted Name: On oneplus.net

(08:33:45) Redacted Name: It's in my account (XXXXXXX@gmail.com) order history

(08:34:40) Mariz: I see, do you have the order number?

(08:34:48) Redacted Name: Yes, let me pull that up for you.

(08:35:01) Mariz: Thanks for that Name.

(08:35:03) Redacted Name: Order Number: OPS0058771616081470906

(08:36:00) Mariz: That's great! Let me go ahead and check the cost to repair your OnePlus 3.

(08:36:03) Mariz: Would you mind if I place you on hold for 4-5 mins.?

(08:36:06) Redacted Name: Sure

(08:39:03) Mariz: Thank you for patiently waiting for me, Name. The estimated cost to repair your OnePlus 3 is $257.

(08:39:34) Mariz: And also for the payment of the repair, we ask for a bank transfer.

(08:39:56) Redacted Name: $257 just for the screen and digitizer?

(08:40:05) Redacted Name: Does that include the volume rocker?>

(08:40:21) Mariz: If you will decide to send it for repair, all you need to do is submit a repair request through your OnePlus account by following these steps.

(08:40:22) Mariz: Please see below for a quick step by step tutorial for creating an RMA: Step 1: Head over to your my [orders page] (https://oneplus.net/sales/order/history) and click the 'my orders' button and identify the device you would like to service to begin your repair and warranty claim. Step 2: Select RMA Type. You can select Return, Replacement or Repair. Step 3: Choose the Items Step 4: Fill in Reasons and upload attachment Step 5: Confirm the email Step 6: Choose or input an address Step 7: Submit the RMA request If you successfully submitted the RMA, you can find it under My Account > Service Request.

(08:43:09) Redacted Name: Is it $257 just for the screen and digitizer?

(08:43:45) Mariz: That includes as well the volume rocker.

(08:44:11) Redacted Name: How much would it be for just the screen and digitizer? (without volume rocker)

(08:45:06) Redacted Name: Also, I did contact OP in March, but after sending some questions, I never got a reply and forgot about it. Here's a screenshot of the message that I received earlier along with the questions that were never responded to. I also never did get the Asus email that the previous rep told me I would receive.

(08:45:09) Redacted Name: http://imgur.com/a/vv40b

(08:45:39) Mariz: I'm sorry but we do not do partial repair. Once you will decide to send it for repair, we will going to repair all the issues on the phone.

(08:47:04) Redacted Name: Okay... I'm just really surprised that the price is more than 2/3 the cost of a brand new phone. I was previously quoted $69USD for just the screen.

(08:48:00) Mariz: Yes, and that is for the screen only, Name.

(08:48:25) Redacted Name: So the volume rocker costs $188USD to repair?

(08:48:44) Redacted Name: That doesn't seem right. Is there any way to opt out of repairing the jammed volume rocker? I can just use software controls for that

(08:51:16) Mariz: Here is the thing, we really cannot control that Name however rest assured that before we will proceed with the repair, we will let you know the final quotation fee so that you can decide if you will let us proceed with the repair or not.

(08:51:59) Redacted Name: Will I know that before or after I ship the device out? I really don't want to spend ~$25 on shipping only to find out that the repair is $250 or something crazy like that.

(08:53:26) Mariz: You will received that after we have received and inspected the phone in the warehouse.

(08:53:43) Redacted Name: What if I don't want/can't afford the quoted price?

(08:55:04) Mariz: You have the option to refuse the repair fee and we will going to send the phone back unrepaired.

(08:55:15) Redacted Name: Okay, who pays for return shipping?

(08:56:21) Mariz: I see, I forgot to mention that it will be the customer who will pay the shipping fee.

(08:56:33) Redacted Name: Both ways?

(08:56:50) Redacted Name: Or just shipping to the repair center?

(08:57:38) Mariz: Just shipping from service center to you.

(08:58:09) Redacted Name: Wait, so I get a prepaid shipping label for free shipping to the service center, but I pay for return shipping?

(08:58:51) Mariz: I'm sorry but you will not going to receive a shipping label.

(08:59:01) Redacted Name: So I pay shipping both ways?

(08:59:07) Redacted Name: Just confirming.

(08:59:27) Redacted Name: I was confused by "Just shipping from service center to you." because I thought you meant that I only paid return shipping.

(09:00:44) Mariz: Yes, Name. I forgot that you came from U.S.

(09:02:51) Redacted Name: Again, sorry for all the specific questions, I just want to make sure that I can afford the repair and that it'll be worth it to repair rather than just buy a new phone.

(09:04:22) Mariz: It's okay Name.

(09:05:33) Redacted Name: So just to reiterate everything from earlier; 1) I pay shipping both ways; to the service center and from the service center back to my house; around $50 2) It is $69 to just repair the screen and digitizer, but I must repair any and all problems with the phone so the actual cost will be $257 because the volume rocker costs $188 to replace 3) Total cost with shipping will be ~$310 and a new phone with free shipping is only $400; even cheaper on eBay 4) I pay for repairs through bank transfer 5) I will get the official quote after spending ~$25 to ship there and another ~$25 to inevitably ship back the device

(09:05:38) Redacted Name: Is that all correct?

(09:07:16) Redacted Name: Oh and 6) If I don't want the do the repair after sending it over for a quote, I'll be down around ~$50 just to get my phone sent back.

(09:08:11) Redacted Name: I mean... for $69 for a screen and digitizer, that seems reasonable even with ~$50 shipping through UPS. But the fact that I cannot decline an estimated $188 repair for a tiny volume rocker seems a but ludicrous.

(09:09:07) Mariz: Yes, all your statements are correct.

(09:10:13) Redacted Name: Ok, that's all the questions I have.

(09:10:32) Mariz: Alright, Name.

(09:10:40) Mariz: Thank you for contacting OnePlus customer support , have a wonderful day! If you really appreciated our services, Please leave it a big thumbs-up and comment your feedback for us to help you better in the future. We'd love to hear it from you. ;) An automatic survey will pop-up on your window when you click the “Option > End this Chat" button on the lower left corner of the chat screen. It is just a 1 question survey that will let you rate me and the service I have provided to you today. We appreciate your feedback. Thank you and Never Settle. You may now close the chat box.

(09:10:42) *** Mariz left the chat ***