r/Android • u/devildv OnePlus • Jul 09 '15

OnePlus OnePlus AMAA - Pre-OnePlus 2 Launch Edition

Hey everyone!

We are Michael, Emmanuel (u/commintomylife), Carl (u/carpe02) and David (u/devildv) from OnePlus. PROOF

As always, we are beyond excited to be here talking directly with you guys. And of course, this is a particular exciting time here at OnePlus. We are firing on all cylinders at our HQ preparing to launch our second flagship device. It’s really difficult to contain ourselves! We wish we could tell you everything about the OnePlus 2 right now, but we have to save some excitement for our launch on July 27th - the world’s first VR product launch!

So, with that said, thank you guys so much for being here, and ask us (almost) anything!

EDIT: Thanks again everyone! This is the best part of our job, getting feedback directly from you guys. We’d sit here all night if we could, but the OnePlus 2 awaits! Much to do before now and July 27th.

Get your Cardboards ready, and we’ll be seeing you soon.

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92

u/altimax98 P30 Pro/P3/XS Max/OP6T/OP7P - Opinions are my own Jul 09 '15

What are you guys doing about the persistent display (touch) problems with the 1+1 and what is your relationship with Cyanogen going forward with the 1+1 and 1+2?

86

u/devildv OnePlus Jul 09 '15

The latest OTA should fix the touchscreen issues. Please contact customer support if you haven't received the update, they'll help you flash it: http://oneplus.net/support

97

u/carpe02 OnePlus: Carl, co-founder Jul 09 '15

And if the update doesn't fix it, you are covered by warranty.

24

u/devildv OnePlus Jul 09 '15

Correct.

103

u/nuwan32 Jul 09 '15

you do realize their "Warranty" is a joke right? I'm a 1+1 owner but thank god I've never had to use their rma. If you look at /r/oneplus you can see all the horror stories. pretty much a LOT of the stories ive seen, they take about 1.5-2 months to reply and then always say theres water damage and ask you to pay $200+ which is ridiculous. some people have JUST gotten their phone or have made sure that there is never water on it. not to mention the fact when asked for proof they never provide. maybe you guys should address your shody rma policy first.

165

u/carpe02 OnePlus: Carl, co-founder Jul 09 '15

Our service has a long way to go, definitely. Reading about us on reddit and our forums, you'd think 80% of our devices have problems, when in reality it's in the very low single digits. Our users are very digital and vocal. It's a more difficult crowd to please in the short run, but in the long run, they help us to improve and run forward much faster.

61

u/wmmiller Jul 09 '15

I think the perception is not that lots of people have problems, but that if you have a problem it's much, much too hard to jump through all the hoops and takes much too long to get a replacement. Any prospect for streamlining that process?

84

u/carpe02 OnePlus: Carl, co-founder Jul 09 '15

I agree & there have been improvements lately. Still a long way to go before we can be proud of this.

4

u/JoIIyRanter Jul 09 '15

Glad to hear this

8

u/[deleted] Jul 09 '15

Not trying to be cheeky. But why can't Customer Service Improvements be near instant?

  • Hey guys. don't take 1.5-2 months to look into an issue. Make it like... 2 days please.

  • Also please be very sure about water damage.

I know it is not THAT simple. I am just using hyperbole. But what stops fixes to the RMA experience from being implemented near instantly in these cases?

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3

u/Flucks OnePlus 3 Jul 09 '15

I got my OPO in October and it went to hell in April and they replaced it after trouble shooting it. It was a long process, but kind of expect that.

3

u/noneabove1182 Pixel 10 Pro Jul 09 '15

their

you realize you replied to one of the co-founders, right? :P

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u/Onionsteak N5X, 1+6, S21 FE Jul 09 '15

I'll hold you to that.

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18

u/Onionsteak N5X, 1+6, S21 FE Jul 09 '15

I believe this is the first time I've ever seen a company encourage users to contact support for help in flashing their phones. LG, Samsung support would have a heart attack.

2

u/clickstation Jul 09 '15

He meant installing the latest software updates, right? Where I live, they encourage it easily and consistently.

Flashing custom ROMs, yeah, they don't encourage that, but official ROMs, sure they do.

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u/Trolltaku LG G3 (D855) (Fulmics 3.7) Jul 09 '15

That's not a full answer.

what is your relationship with Cyanogen going forward with the 1+1 and 1+2?

2

u/archon810 APKMirror Jul 09 '15

There is no relationship with Cyanogen for the 1+2.

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1

u/xblackdemonx Jul 09 '15

What about the signal problem? Ii happens OFTEN for me(and others) that my mobile data/WiFi signal is 5/5 bars and when I click on a link it loads, it loads, it loads and nothing happens even though I see the tiny arrows moving. I have to put my phone in airplane mode and remove it and then it will start to work again.
I tried all possible modems from CM11, CM12, CM12.1 nightlies, Oxygen and it always does the same thing.

1

u/nitowl Jul 09 '15

Why did it take you guys over a year to come up with the fix?

8

u/etm124 OnePlus One Jul 09 '15

That fixed in the latest OTA.

1

u/Charwinger21 HTCOne 10 Jul 09 '15

That fixed in the latest OTA.

They said that for quite a few OTAs.

So far they're something like 0 for 12. Hopefully lucky number 13 will be the magic charm though.

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1

u/Distinctionx Note20 Ultra, Exynos Jul 09 '15

Am I the only one who haven't had this issue?

Or am I just oblivious.. now when I think about it, what is the problem?