Just under a month ago I wrote a detailed account of my OnePlus Experience on the site where I outlined how poor the company where at communicating with customers and shipping their elusive handsets. That post was quickly followed up by another OnePlus Experience by Jacob Crawley, who ordered his handset the day before I ordered mine, and outlined his personal experience with the new company.
In the posts we mentioned how OnePlus had made serious error with the CE logo when they shipped the EU bound devices and how they would have to take that stock back from Germany and ship it back out to us when the problem had been rectified. We also showed the email that OnePlus had sent us all to let us know about the delay (which is pasted below).
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.
Part of that email had mentioned how, by way of an apology, the company would send us a “complimentary cover and screen protector (when they become available later this month)”.
WILL ONEPLUS EVER LEARN FROM THEIR MISTAKES?
Fast forward to the 16th of July 2014, almost a month since that email was sent to their customers and we are still waiting on the “complimentary cover and screen protector”. Now this of course isn’t a huge issue, I mean it’s a cover and a screen protector however what is the issue is the lack of any form of communication to their customers based on promises they made.
Personally, I held off emailing and asking what was happening as I simply wanted to see how long it would take OnePlus to email us or even ship the items however, Jacob is a lot less patient than I am and he decided to contact the OnePlus support team to find out what was happening.
Jul 08 17:59
This is a follow-up to your previous request #10040 “Shipping delay?”
When do I get the free screen protector and cover I was promised?
Thanks for getting in touch. We will send you an email when we’re ready to send out your free case and screen protector:)
As you can see from the emails, the OnePlus reply was nothing less than a canned response that committed to nothing and also offered no sense of remorse or apology. Again, I ask the question, what has happened to this
“unparalleled customer experience”?
Of course the real questions I should be asking is, when will they actually ship the items however for now this seems very much like another case of, what I have now coined as a usable phrase …
“I’ve Been OnePlussed”
Now that new useable phrase could of course mean something else, perhaps the action of being given a OnePlus invite from someone could mean that you had been OnePlussed though that said, given that the buyers of the handsets are yet to receive the 3 OnePlus invites that you get when you buy a OnePlus, this isn’t likely to happen so we will stick with it meaning exactly what it sounds like meaning for now.
Getting back to the invites, these were promised to everyone who bought a OnePlus One from the company and when I asked about when they would be added to our OnePlus accounts back in June I was told “The invites for buyers will start to go out in July” by Bridget Hickey of OnePlus. I thought to myself, again, I could be jumping the gun a little by expecting them to be here when we are only just over the halfway mark for the month but then I remembered, since the date I ordered my OnePlus One, the company have given away hundreds of invites to people via their social media channels so exactly why are they unable to reward the customers who have already bought a device from them? Let’s be honest, it’s not like those invites they are giving away are anything more than just an invite at the moment as they are still not shipping quickly enough anyway.
It’s Not A Witch-hunt
A lot of people reading this might actually consider what I’ve written to form part of a witch-hunt against the company so let me state categorically now, this is not a witch-hunt. I simply believe that customers deserve the right to know what to expect when they deal with a company. It must also be said that I now have my OnePlus One and that I love it above all other handsets I have and that it’s my daily driver right now. It’s like a certain Google Glass wearing fella once said “I almost feel like it’s too cheap” given that this handset is one which I would happily have paid £500 for if it were any other manufacturer,
Of course, as the saga continues I will continue to provide updates, perhaps not on a large-scale post like this one but you are more than welcome to keep up to date by following me on Google+ where I write a lot of things about a lot of things.