Most of you may have seen John’s post yesterday about his OnePlus ordering experience. In light of some recent developments, I thought it appropriate to share my views on the whole ordeal. As John said in his post, there have been a few shipping dates promised yet these have all proven to be empty promises. When I initially got in touch with OnePlus support early last week after hearing about a delay due to software issues, I was assured that the issues had been resolved and my phone would ship by the end of last week. The end of the week came and a few people got shipping notifications (mostly in the US), but my order remained processing. Late on Friday, they finally announced on the forums there had been a customs hold up, with the following post:
When I read this, I thought “okay, that’s not ideal, but at least I purchased on day one so my phone should be sent from the first batch with no issue.” How wrong I was. I watched on the forums as orders were shipped, not by purchase order, but by destination country. People in Germany who’d ordered a few days after me were getting shipping notifications while my order was still processing. Myself and other UK customers, including John, were somewhat confused by this, but I figured that my phone would just be sent on the Tuesday from the second batch instead. Tuesday came and went, with the only update being a minor update the the OnePlus post above which read:
At this point I was starting to get agitated that the orders weren’t sent out in the order they were supposed to be. Then today, we got this further update to the post:
This is shocking, really. Naturally, I waited for their email to arrive. They said that the issue would take 2 weeks to resolve, and as a token of good faith they’d send me a free cover and a screen protector. I was more than a little insulted. I’ve already waited 12 days since handing over my money, and now they want another two weeks because they thought it was okay to just redesign regulatory logos? After countless lies about shipping dates, and multiple empty promises, they expect me to just accept yet another delay and a couple of cheap accessories. I’ve included both the email I was sent, and my somewhat strongly worded reply, below if you wish to take a look.
Thank you for ordering from oneplus.net. Unfortunately due to an issue with customs in Europe, one of our shipments has been delayed on its way to the warehouse. Your order was among the affected.
The issue stems from our vision for the design of the OnePlus One. For the back cover, we wanted the regulatory icons and text to be in harmony with each other and appear be as minimalistic as possible. In order to achieve this, we modified the CE icon to match the other icons. This was deemed unacceptable and our shipment was returned.
You placed an order that was planned to be shipped last week. Due to unforeseen issues with our product design, we need two more weeks until we can ship. Please accept from us a complimentary cover and screen protector (when they become available later this month) as a token of good faith. You may also cancel your order and receive a full refund.
We sincerely apologize on behalf of the entire OnePlus Team for causing you such inconvenience, and hope you forgive us for making such mistakes in the course of our growth.
The level of incompetency here has been astounding. I’ve been promised multiple shipping dates, all of which have passed. Now you want an extra two weeks to solve this problem (which quite frankly, is ridiculous, I don’t know what made you think you could just redesign that logo). And you think a free fucking case will make it all blow over?
Why was I told my order would ship last week? Why did other people in the EU who ordered later than me have their devices shipped, despite us clearly being told the devices would ship by purchase order?
I still want the phone, I won’t be cancelling my order, but I find it more than a little insulting that after countless lies and absolutely awful communication, you think a crazy free cover and screen protector will make this right.
“Never settle” my fucking arse.
The issue here is that there a clear rules about this logo and how it must appear on any device bearing it. One of these rules is that “the size of the CE marking must be at least 5 mm, if enlarged its proportions have to be kept.” If you compare the standard CE marking and the CE marking on the OnePlus One (both below), it is clear that the proportions haven’t been kept, with OnePlus seemingly making the letters thinner to better fit in with their own design language. How they thought this would be okay is beyond me.
I’m now torn about what to do here. I really like the look of the product and have been dying to try it out, but at what point do I say enough is enough and vote with my wallet? I could import a Chinese variant and get it here sooner, but at a higher cost and without a warranty. I could, of course, just get another phone altogether but as I said, I’ve been dying to try this handset out.
One thing is for sure: This is not how you treat your customers. Telling lies and making promises you can’t keep don’t build a good reputation, and a good reputation is absolutely vital for a new company looking to establish itself in the increasingly competitive smartphone market. I can only hope that in the near future they improve significantly, so no more customers have to go through this.