OnePlus RMA Process

[Kerjifire]

Has anyone from Australia or a country which the OPO does not ship to successfully done a RMA with OnePlus? Mine's currently been approved and verified now, and I'm wondering how this is actually done.

Will they pay for Aus -> China or would I have to pay for shipping back to my mail forwarder for collection there?

Any info would be greatly appreciated.

 

[Heisenberg]

As far as I know you have to pay for all of the shipping back to OnePlus. This is standard whether you're in a launch country or not. This is where it stings a bit because the shipping from Australia to China can cost quite a bit.

Transmitted via Bacon

 

[Kerjifire]

As far as I know you have to pay for all of the shipping back to OnePlus. This is standard whether you're in a launch country or not. This is where it stings a bit because the shipping from Australia to China can cost quite a bit.

Transmitted via Bacon

Ouch, oh well I guess I should be thankful to get through the RMA process in less than a month. Oh well, new phone comes out of it so I can't complain too much. Thanks man.

 

[etm124]

As far as I know you have to pay for all of the shipping back to OnePlus. This is standard whether you're in a launch country or not. This is where it stings a bit because the shipping from Australia to China can cost quite a bit.

Transmitted via Bacon

That is incorrect.

I can't speak for an RMA that originates in Australia, but my RMA process was fairly smooth from the US. There are no TNT locations near me, so UPS picked up my package, and delivered it to TNT in New Jersey. OnePlus will cover up to a $30 shipping cost through TNT. They will also provide you a UPS shipping label.

 

[Heisenberg]

That is incorrect.

I can't speak for an RMA that originates in Australia, but my RMA process was fairly smooth from the US. There are no TNT locations near me, so UPS picked up my package, and delivered it to TNT in New Jersey. OnePlus will cover up to a $30 shipping cost through TNT. They will also provide you a UPS shipping label.

If you have a look at some of the documented experiences from other people, your experience is the exception to the rule.

Transmitted via Bacon

 

[oneplus]

Do not accept to pay for their shipping. These scummbags ship you a faulty device and they expect you to pay to ship it back to a destination that is different from the one they shipped it out. Open paypal case if you have to.

 

[jlevy73]

That is incorrect.

I can't speak for an RMA that originates in Australia, but my RMA process was fairly smooth from the US. There are no TNT locations near me, so UPS picked up my package, and delivered it to TNT in New Jersey. OnePlus will cover up to a $30 shipping cost through TNT. They will also provide you a UPS shipping label.

This was not the case for me but I was shipping from the US to their warehouse in Hong Kong. OPO claims they pay for the first $30USD. I used the carrier they chose which was TNT and everything worked fine. Package was returned in 3 days and received my new (albeit faulty new device) in 2 days.

 

[etm124]

This was not the case for me but I was shipping from the US to their warehouse in Hong Kong. OPO claims they pay for the first $30USD. I used the carrier they chose which was TNT and everything worked fine. Package was returned in 3 days and received my new (albeit faulty new device) in 2 days.

So you did, or did not have to pay for shipping?

Mine also had to go back to Hong Kong.

 

[oneplus]

So you did, or did not have to pay for shipping?

Mine also had to go back to Hong Kong.

This was not the case for me but I was shipping from the US to their warehouse in Hong Kong. OPO claims they pay for the first $30USD. I used the carrier they chose which was TNT and everything worked fine. Package was returned in 3 days and received my new (albeit faulty new device) in 2 days.

Why do you people accept to ship it to china, when item shipped out from cali?

 

[etm124]

Why do you people accept to ship it to china, when item shipped out from cali?

Why would I presumably delay the RMA process even more by not following the instructions?

 

[oneplus]

Why would I presumably delay the RMA process even more by not following the instructions?

What instructions? You know the definition of the word return?

 

[etm124]

What instructions? You know the definition of the word return?

The instructions that they provided in the email, and in the paperwork in your account.

You're going to blindly send the device back to Rosemead and expect them to process it in a timely manner? Right.

 

[Heisenberg]

So you did, or did not have to pay for shipping?

Mine also had to go back to Hong Kong.

According to their own warranty policy you should not have to

Warranty Policy

OnePlus phones purchased on oneplus.net come with a limited warranty of 1 year starting from the date of delivery. Some OnePlus accessory products carry different warranty periods due to the nature of the product's design, manufacture or expected use.

Unless otherwise specified, this warranty covers the hardware components of the Product as originally supplied and does not cover, or partially covers software, consumable items, or accessories even if packaged or sold together with the Product.

The limited warranty only covers product defects caused by workmanship or build materials. To make a claim, present your original Proof of Purchase (invoice), model and serial number of the product, and photo evidence of the product’s defects to OnePlus Customer Service atsupport.oneplus.net.

Any repair and replacement service covered by warranty, along with shipping and handling, will be free within the first 1-year period.

OnePlus may use rebuilt, reconditioned or new parts and components when repairing any product. Alternatively, we may replace the defective product entirely with a rebuilt, reconditioned or new OnePlus product.

Source: https://oneplus.net/privacy-and-legal

This isn't the case for many people though.

Transmitted via Bacon

 

[Kerjifire]

According to their own warranty policy you should not have to



Source: https://oneplus.net/privacy-and-legal

This isn't the case for many people though.

Transmitted via Bacon

Haha I just got my instructions to send it back... to the UK... Do you think I should ask them to pay for some of the shipping?

 

[Heisenberg]

Haha I just got my instructions to send it back... to the UK... Do you think I should ask them to pay for some of the shipping?

I'd be asking for them to pay for all of it. It states very clearly in their own warranty statement that the entire warranty process should be free for the consumer.

Transmitted via Bacon

 

[Kerjifire]

I'd be asking for them to pay for all of it. It states very clearly in their own warranty statement that the entire warranty process should be free for the consumer.

Transmitted via Bacon

Haha yeah they want me to use a courier, which is upwards of $60 from Australia. They are so paying for shipping haha bloody hell

 

[Kerjifire]

Alright, so they ended giving me the wrong address and I had to send it to Hong Kong which cost about $50. I'm gonna try ask for that money back after they've shipped my phone just in case... xD. That took 2 days to arrive which is pretty good, and 3 days for them to actually process once there. To their credit, this was over the weekend so those 3 days can be half excused. They have just shipped my replacement phone to my US address.

So all up it took about 2 months to complete my RMA. Just a heads up to anyone willing to go through it...
Initiated on the 12/10/14 replacement package shipped on the 8/12/14.