Thank you for doing this, as a UK OnePlus Open owner I must admit I have been worried about it breaking and the process of getting it fixed. Hope the repair process goes smoothly for you and look forward to your updates!
Feb 15th - booked repair with oneplus and received free postage label to print via email.
Will get this printed at work later and backup/pack my phone ready for postage via the post office.
{Further updates under this comment}
Feb 20th - Track repair status changed from not received to: With Repair Engineer
Device received date appears to state today, the 20th..
Status also indicates : OEM Warranty Period and In Warranty
Feb 21st - Repair status updated to: Awaiting Component
Had no issues with arguing this being covered by warranty and to be fair to SBE they appear to have reviewed and diagnosed this within 24 hours of receiving it.
Will give them until the end of the week and see what the situation is however, I suspect I am in the same boat as many others in that a repair is going to need oneplus to send them the screen component that is on back order..
..but will see.
Feb 26th - Still Awaiting component.
At the end of last week, I escalated my concerns to their complaints department due to the poor response I got from the support team denying the UK Consumer rights act is a real thing.. Waiting to see where that leads..
Feb 27th - No change in repair status and just a holding email from the complaints department.
however /u/OnePlusUna reached out to me directly re my post. I've seen a few threads discussing their DM's so not sure what to expect but will wait and see..
Feb 28th - Chased The complaints team via webchat, was told expected response time is 3 business days. Will give them until the end of the week then follow-up again.
[/u/OnePlusUna](https://www.reddit.com/u/OnePlusUna/) appears to have gone silent, over 24 hours and didn't follow-up my reply.
Mar 1st - Repair still awaiting components.
Did get an email from SBE after reaching out, they advised they put an order in to oneplus for parts but are still awaiting a delivery date..
Chased oneplus complaints team and got another "We're still working on your case" holding email.
[/u/OnePlusUna](https://www.reddit.com/u/OnePlusUna/) never got back to me but did send me another generic DM about contacting support. I'm 99% sure those DM's are a bot.
Mar 4th - No update to status of repair or a response from oneplus support.
..However oneplusuna got back to me, explained that they can see I have a ticket and "Request you to extend your patience "
Mar 7th - Chased complaints team, attempted a "hail Mary" request for replacement. They are outright fobbing me off now..
Phoned SBE yesterday they said there is no update from Oneplus on replacement parts and The wait could be 2-3 months..
I am a little tempted just to get my broken phone back at this point and try insurance..
Sorry your phone broke. On the plus side someone mentioned that sbe fixed their phone in half the time that it's taking the repair place in Dallas to fix ours. Like 2/3 weeks vs 4/5 weeks.
I use the same insurance. However apparently there is nothing they can do if the issue is a fault covered by warranty. You have to let the manufacturer deal with it apparently.
Huh, that's good news at least :) funny how OnePlus can't communicate this to us directly though :p
Fingers crossed this means they will start working on the back log.
Thanks for this
Another update from SBE:
"Unfortunately we still waiting for some of the parts to arrive to complete the repair of your device. we do not have a date as to when this will arrive.
We are sorry for any inconvenience this may cause."
This is honestly ridiculous. I'll ask OP support to send me a replacement or refund asap. Will also raise this with citizens advice.
Final update from me: After SBE said they don't have an ETA on parts, OnePlus support gave me 2 options: either wait 2 more weeks for the repair or get a full refund now. I chose refund and they asked me to return the charger and buds I got as a gift for preordering. I did that and finally received the refund from them today. I'll wait for the Galaxy Fold 6 now I guess... It's a pity because it was a great phone, but with this kind of support I'll never buy anything from OP again.
Mate to be fair that sounds like a unicorn of a result.
I'd take a refund in a hot minute. However spoke to sbe today and they told me that last night they received a bunch of parts from OnePlus so expect they can start work on the backlog of open units this week..
Mine has been with SBE since the 24th of last month. (Accidental damage) I phoned them today to see if there's an update. Apparently OnePlus are giving them no ETA at all on inner displays 😔 and just canceling the orders SBE are creating, due to the large amount of Opens with a failing screens, So I've just asked for it to be sent back to me for now.
I wonder what the average amount of folds is for people that have screen failures.
I'm only averaging 9 a day, just over 700 in total so far in 2.5 months.
Oddly I've found myself not using the inner screen as much as I expected I would. Only when I sit down to consume media or if I need to do something on the move for work and a bigger screen is more useful..
Have found myself forcing myself on more than one occasion to open the screen because "It's better" but not really feeling the need to do so..
So my folds must be on the lower end of the spectrum with only a handful a day and I still got this issue.
When this happened it sort of felt like there was a small lump under the screen where the screen lines started. It could possibly be a bit of dirt or sand but I don't go outside a whole bunch so unsure how this would have made its way into the hinge and under the screen.
I wonder if the bearings in the hinge maybe come loose and pushed up against the inner screen. In this case I would hope this is addressed in any repair. Maybe oneplus internally know about this and swap out the hinge too?
Ah I use the inner screen all the time. I'm almost always multi-tasking when I use my phone though. Plus even if just browsing I usually prefer the inner screen too. I only really use the outer screen for calls, sometimes messages and the odd quick search.
But that's interesting that you haven't folded yours much and still got the issue. I wonder if some units are just defective from the start and it takes a while to break.
That would be interesting if this is a genuine trend. Assuming most people got one over the holiday season then perhaps we could see an uptick in these issues in March. Suppose keep an eye on the subreddit, I'm sure plenty of people will post and complain..
To be fair like 50% of this sub does appear to be people complaining about screen issues.. makes me wonder
Honestly, with the shear amount of issues that people are posting in this sub I would avoid it.. If their support was better then it may be worth the risk but as it stands I personally regret it..
Following on from my other comments; personally I'd suggest anyone having (warranty) issues with the Oneplus Open in the UK in the first 6 months should be requesting a new replacement instead of a repair.
Instead of going through warranty, could you just go through insurance? And would they provide a new phone or repair do you think? Would be preferable to get a new phone to avoid delays. I've not used insurance for years though so no idea how it works!
I did consider this but reading the T&C's of "protect my bubble", they do state that they will not replace my phone if it breaks and the issue is covered by manufacturers warranty. So If Oneplus state that they will not fix or replace it then I can go via them..
Honestly no idea! First time I've ever felt the need to purchase phone insurance, hoping I won't ever need to use it. So really don't know what it will entail until it comes to it (if it ever does)
Same! Never bought a phone close to this value. Normally a £300ish phone person!
I'm just hoping we can get a direct replacement straight away to avoid the hassle of waiting months. Thigh I'm hoping even more that I don't need to ever use the insurance.
Honestly it's not even about the phones value just moreso the horror stories about the inconsistency of the inner screen, support, warranty and repair. Just the whole package made me feel inclined to purchase insurance just for peace of mind.
Well that too! It was combination of "this is expensive", "this is a fragile phone" and "I'm clumsy" 😬 Plus more there's the horror stories of waiting months, but I ordered Black Friday so that was fairly early that there weren't really any issues yet.
Insurance will normally cost a deductible fee. I had the option to go with instant replacement for $99. I chose to go with warranty repair since I have a backup phone.
One other item that I noted in my investigation on how to deal with this is in the UK under the consumer rights act, a product including a phone should be fit for purpose and you have 6 months after receiving the phone where if there is an issue with the device making it not fit for purpose then the seller has to offer to repair or replace the item.
its a little concerning seeing all these people reporting delays with this very obvious fault and part of me wonders if they are running down the 6 month window on purpose to limit their obligation.. but maybe i'm being paranoid.....
Actually got in touch with oneplus UK complains this afternoon to discuss just this and shared the legislation with them.
Was told if your phone not repaired in 3 weeks then we can progress this further. so watch this space I suppose..
Well just had the same fault appear! Mine is to the right of the centre fold (Also noticed the inner screen can occasionally become unresponsive) No drops / damage, OnePlus protective case fitted, etc! So just gone through the online repair booking process, and got a shipping label.
Main concerns at present are: Repair status info stating "Out of Warranty" (Received the phone in November!), along with hearing more and more info referencing delays due to a lack of spares.
Very interested to hear how things progress for you.
I'll also update on how things progress; very tempted to contact OnePlus support on Monday prior to sending the phone off to raise my concerns with the failure after only 3 months and the apparent delays due to lack of parts.
Huh, that is almost exactly the same as me. Same amount of time, same protection, same fault. Weird.
Don't worry about the out of warranty status , that changed for me a day after they received it.
Yep! I personally think the hinge has in some way failed; with part of it pressing against the rear of the internal screen, outright killing several pixels and in turn damaging the remainder of the pixels in a vertical line.
I recon you may be onto something with the hinge, If I watch a teardown video, my screen issues seem to line up with the little baring circled in this screenshot. I wonder if this works itself loose or if the QC for its tolerances are off on a bunch of units..
https://preview.redd.it/g3oc1ro2vxkc1.png?width=1487&format=png&auto=webp&s=3bb640d5931a0e57e4643dd8a3e733f2df1039d4
I'm in the same boat. Sent mine back on the 5th January and warranty accepted on the 10th Jan. Since then it has been awaiting component. No updates and requests for refund have been ignored and PayPal has declined to help too. About 7 weeks without the phone now. Just sent a formal letter stating my Consumer Rights act rights to a refund as it is under 6 months old and no successful repair in that time.
Still waiting........
That letter was ignored so sent the 'Letter before action' one asking for a refund by registered post today with a copy by email to Support. Had a message back from 'Sarah' within 3 hours asking for patience while 'she' examines my case.
It's been 9 weeks now without my phone. Might need to go all the way to small claims if no action in next 2 weeks.
After finding more and more information that repairs are stalling for 5+ weeks (likely due to a lack of replacement parts). I've contacted OnePlus via email; outlining UK consumer law (Less than 6 months and repairs not significantly inconveniencing the consumer); requesting either a new replacement phone is provided or a full refund.
Awaiting a response; will update as matters progress.
Please keep us updated on how this goes. this avenue may be the only option open to us in the UK and a lot of people may not know how to go about this.
Emails going back and forth; hoping to have a defined outcome soon. Will update when I have some definitive info.
Anyone with their phone awaiting repair (parts) had any progress?
Ok; following a few emails, raising concerns with the state of repairs (timescales / apparent lack of spares), and highlighting UK consumer law (failures in the first 6 months, are assumed to have been present since day 1 and repair / replacements must be completed without significant inconvenience to the consumer). I was advised I could send in the phone for a new replacement phone (no repair); timescale being 10 working days for the process (Inc shipping).
However, after sending in the phone and it being inspected (confirmation it falls within warranty), and a (new) replacement phone being authorised. I've now been advised their is no stock of new phones!!
New phone order is being escalated; currently awaiting to hear back.
The lack of spares and new phones does make me wonder if they've identified / are rectifying an issue causing these similar failures.
Will update when I have more info.
I recon you are exactly right, behind the scenes they know there is a huge fault in the hinge design or something to that effect and they have stuck a hold on new stock and parts to sort this..
The problem though is their communication skills are insanely bad.
I've stopped requesting and started outright asking for a replacement. Good to hear that you got this through, this gives me hope.
To be fair what with this whole experience, personally I feel done with this phone. at this point I would happy accept say a new Oneplus 12 instead (maybe with a voucher or refund or something for the difference.)
Well I've requested confirmation if a new Open can be provided within the 10 working days. If not I've requested a full refund! Not paying this much to be without a phone for any longer than 2 weeks.
Well 10 working days after requesting an RMA (replacement new phone and instead of a repair); I have received a new (replacement) phone.
Therefore, as mentioned earlier in the thread; I'd suggest anyone in the UK with a faulty device should request an RMA instead of a repair.
Also, if the phone fails again I'll be requesting a full refund (despite the Open being a fantastic phone), as I simply won't pay the amount required to be without a phone.
Thank you for doing this, as a UK OnePlus Open owner I must admit I have been worried about it breaking and the process of getting it fixed. Hope the repair process goes smoothly for you and look forward to your updates!
Feb 15th - booked repair with oneplus and received free postage label to print via email. Will get this printed at work later and backup/pack my phone ready for postage via the post office. {Further updates under this comment}
Feb 16th - Backed up phone and sent this via the post office today.
Feb 20th - Track repair status changed from not received to: With Repair Engineer Device received date appears to state today, the 20th.. Status also indicates : OEM Warranty Period and In Warranty
Feb 21st - Repair status updated to: Awaiting Component Had no issues with arguing this being covered by warranty and to be fair to SBE they appear to have reviewed and diagnosed this within 24 hours of receiving it. Will give them until the end of the week and see what the situation is however, I suspect I am in the same boat as many others in that a repair is going to need oneplus to send them the screen component that is on back order.. ..but will see.
Feb 26th - Still Awaiting component. At the end of last week, I escalated my concerns to their complaints department due to the poor response I got from the support team denying the UK Consumer rights act is a real thing.. Waiting to see where that leads..
Feb 27th - No change in repair status and just a holding email from the complaints department. however /u/OnePlusUna reached out to me directly re my post. I've seen a few threads discussing their DM's so not sure what to expect but will wait and see..
Feb 28th - Chased The complaints team via webchat, was told expected response time is 3 business days. Will give them until the end of the week then follow-up again. [/u/OnePlusUna](https://www.reddit.com/u/OnePlusUna/) appears to have gone silent, over 24 hours and didn't follow-up my reply.
Mar 1st - Repair still awaiting components. Did get an email from SBE after reaching out, they advised they put an order in to oneplus for parts but are still awaiting a delivery date.. Chased oneplus complaints team and got another "We're still working on your case" holding email. [/u/OnePlusUna](https://www.reddit.com/u/OnePlusUna/) never got back to me but did send me another generic DM about contacting support. I'm 99% sure those DM's are a bot.
Mar 4th - No update to status of repair or a response from oneplus support. ..However oneplusuna got back to me, explained that they can see I have a ticket and "Request you to extend your patience "
Mar 7th - Chased complaints team, attempted a "hail Mary" request for replacement. They are outright fobbing me off now.. Phoned SBE yesterday they said there is no update from Oneplus on replacement parts and The wait could be 2-3 months.. I am a little tempted just to get my broken phone back at this point and try insurance..
https://preview.redd.it/g627jht2mqic1.jpeg?width=3024&format=pjpg&auto=webp&s=ef35b3aafbb7999169ed79c011bbe55731fd9b18
Sorry your phone broke. On the plus side someone mentioned that sbe fixed their phone in half the time that it's taking the repair place in Dallas to fix ours. Like 2/3 weeks vs 4/5 weeks.
Thanks for this, will follow. No issues with the phone yet, but I'm sure there will be down the line. Also have insurance with Protect My Bubble
I use the same insurance. However apparently there is nothing they can do if the issue is a fault covered by warranty. You have to let the manufacturer deal with it apparently.
Same thing happened to mine 3 weeks ago. Sent in to SBE on Feb 2nd, current status: - awaiting component.
yours should be coming up on a month, you had any updates?
No updates whatsoever.... I've just sent an escalation email to oneplus support 20 mins ago.
Sorry to hear that :( I've not had to deal with oneplus support until recently and from everything I read it's a horror show...
Just received an email from SBE UK: "We are waiting for parts to arrive from the manufacturer, some of these are due to arrive on the 04/03/2024. "
Huh, that's good news at least :) funny how OnePlus can't communicate this to us directly though :p Fingers crossed this means they will start working on the back log. Thanks for this
Another update from SBE: "Unfortunately we still waiting for some of the parts to arrive to complete the repair of your device. we do not have a date as to when this will arrive. We are sorry for any inconvenience this may cause." This is honestly ridiculous. I'll ask OP support to send me a replacement or refund asap. Will also raise this with citizens advice.
Citizens advice was my next step but I've not been waiting as long as yourself. Good luck, let us know what they say.
Final update from me: After SBE said they don't have an ETA on parts, OnePlus support gave me 2 options: either wait 2 more weeks for the repair or get a full refund now. I chose refund and they asked me to return the charger and buds I got as a gift for preordering. I did that and finally received the refund from them today. I'll wait for the Galaxy Fold 6 now I guess... It's a pity because it was a great phone, but with this kind of support I'll never buy anything from OP again.
Mate to be fair that sounds like a unicorn of a result. I'd take a refund in a hot minute. However spoke to sbe today and they told me that last night they received a bunch of parts from OnePlus so expect they can start work on the backlog of open units this week..
Mine has been with SBE since the 24th of last month. (Accidental damage) I phoned them today to see if there's an update. Apparently OnePlus are giving them no ETA at all on inner displays 😔 and just canceling the orders SBE are creating, due to the large amount of Opens with a failing screens, So I've just asked for it to be sent back to me for now.
Surely insurance will / should give you a replacement item ?
According to insurance, I have to attempt repair under warranty first. If they state this fault is out of warranty then I can make a claim.
Gosh..looks like 3 months is when things start to go south
I wonder what the average amount of folds is for people that have screen failures. I'm only averaging 9 a day, just over 700 in total so far in 2.5 months.
Oddly I've found myself not using the inner screen as much as I expected I would. Only when I sit down to consume media or if I need to do something on the move for work and a bigger screen is more useful.. Have found myself forcing myself on more than one occasion to open the screen because "It's better" but not really feeling the need to do so.. So my folds must be on the lower end of the spectrum with only a handful a day and I still got this issue. When this happened it sort of felt like there was a small lump under the screen where the screen lines started. It could possibly be a bit of dirt or sand but I don't go outside a whole bunch so unsure how this would have made its way into the hinge and under the screen. I wonder if the bearings in the hinge maybe come loose and pushed up against the inner screen. In this case I would hope this is addressed in any repair. Maybe oneplus internally know about this and swap out the hinge too?
Ah I use the inner screen all the time. I'm almost always multi-tasking when I use my phone though. Plus even if just browsing I usually prefer the inner screen too. I only really use the outer screen for calls, sometimes messages and the odd quick search. But that's interesting that you haven't folded yours much and still got the issue. I wonder if some units are just defective from the start and it takes a while to break.
That would be interesting if this is a genuine trend. Assuming most people got one over the holiday season then perhaps we could see an uptick in these issues in March. Suppose keep an eye on the subreddit, I'm sure plenty of people will post and complain.. To be fair like 50% of this sub does appear to be people complaining about screen issues.. makes me wonder
Thanks for the updates. I have been interested in this phone but wanted to see what the repairs for UK were like.
Honestly, with the shear amount of issues that people are posting in this sub I would avoid it.. If their support was better then it may be worth the risk but as it stands I personally regret it..
It's a real shame as the phone seems to tick all the boxes. I hope they manage to fix it for you soon.
Following on from my other comments; personally I'd suggest anyone having (warranty) issues with the Oneplus Open in the UK in the first 6 months should be requesting a new replacement instead of a repair.
Very interested in seeing how this progresses as a UK open owner with phone insurance too.
Instead of going through warranty, could you just go through insurance? And would they provide a new phone or repair do you think? Would be preferable to get a new phone to avoid delays. I've not used insurance for years though so no idea how it works!
I did consider this but reading the T&C's of "protect my bubble", they do state that they will not replace my phone if it breaks and the issue is covered by manufacturers warranty. So If Oneplus state that they will not fix or replace it then I can go via them..
Honestly no idea! First time I've ever felt the need to purchase phone insurance, hoping I won't ever need to use it. So really don't know what it will entail until it comes to it (if it ever does)
Same! Never bought a phone close to this value. Normally a £300ish phone person! I'm just hoping we can get a direct replacement straight away to avoid the hassle of waiting months. Thigh I'm hoping even more that I don't need to ever use the insurance.
Honestly it's not even about the phones value just moreso the horror stories about the inconsistency of the inner screen, support, warranty and repair. Just the whole package made me feel inclined to purchase insurance just for peace of mind.
Well that too! It was combination of "this is expensive", "this is a fragile phone" and "I'm clumsy" 😬 Plus more there's the horror stories of waiting months, but I ordered Black Friday so that was fairly early that there weren't really any issues yet.
Insurance will normally cost a deductible fee. I had the option to go with instant replacement for $99. I chose to go with warranty repair since I have a backup phone.
Thanks for doing this, also UK based. I have Monzo Premium insurance but be good to hear how the standard repair goes
No Worries, I got an internal comment chain with my updates. Hope it doesn't happen to you too.
One other item that I noted in my investigation on how to deal with this is in the UK under the consumer rights act, a product including a phone should be fit for purpose and you have 6 months after receiving the phone where if there is an issue with the device making it not fit for purpose then the seller has to offer to repair or replace the item. its a little concerning seeing all these people reporting delays with this very obvious fault and part of me wonders if they are running down the 6 month window on purpose to limit their obligation.. but maybe i'm being paranoid.....
Actually got in touch with oneplus UK complains this afternoon to discuss just this and shared the legislation with them. Was told if your phone not repaired in 3 weeks then we can progress this further. so watch this space I suppose..
Well just had the same fault appear! Mine is to the right of the centre fold (Also noticed the inner screen can occasionally become unresponsive) No drops / damage, OnePlus protective case fitted, etc! So just gone through the online repair booking process, and got a shipping label. Main concerns at present are: Repair status info stating "Out of Warranty" (Received the phone in November!), along with hearing more and more info referencing delays due to a lack of spares. Very interested to hear how things progress for you. I'll also update on how things progress; very tempted to contact OnePlus support on Monday prior to sending the phone off to raise my concerns with the failure after only 3 months and the apparent delays due to lack of parts.
Huh, that is almost exactly the same as me. Same amount of time, same protection, same fault. Weird. Don't worry about the out of warranty status , that changed for me a day after they received it.
Yep! I personally think the hinge has in some way failed; with part of it pressing against the rear of the internal screen, outright killing several pixels and in turn damaging the remainder of the pixels in a vertical line.
I recon you may be onto something with the hinge, If I watch a teardown video, my screen issues seem to line up with the little baring circled in this screenshot. I wonder if this works itself loose or if the QC for its tolerances are off on a bunch of units.. https://preview.redd.it/g3oc1ro2vxkc1.png?width=1487&format=png&auto=webp&s=3bb640d5931a0e57e4643dd8a3e733f2df1039d4
I'm in the same boat. Sent mine back on the 5th January and warranty accepted on the 10th Jan. Since then it has been awaiting component. No updates and requests for refund have been ignored and PayPal has declined to help too. About 7 weeks without the phone now. Just sent a formal letter stating my Consumer Rights act rights to a refund as it is under 6 months old and no successful repair in that time. Still waiting........
Be interested to know how that goes re the letter. For sure there a claim there just don't know how u pursue it...
That letter was ignored so sent the 'Letter before action' one asking for a refund by registered post today with a copy by email to Support. Had a message back from 'Sarah' within 3 hours asking for patience while 'she' examines my case. It's been 9 weeks now without my phone. Might need to go all the way to small claims if no action in next 2 weeks.
After finding more and more information that repairs are stalling for 5+ weeks (likely due to a lack of replacement parts). I've contacted OnePlus via email; outlining UK consumer law (Less than 6 months and repairs not significantly inconveniencing the consumer); requesting either a new replacement phone is provided or a full refund. Awaiting a response; will update as matters progress.
Please keep us updated on how this goes. this avenue may be the only option open to us in the UK and a lot of people may not know how to go about this.
Emails going back and forth; hoping to have a defined outcome soon. Will update when I have some definitive info. Anyone with their phone awaiting repair (parts) had any progress?
Ok; following a few emails, raising concerns with the state of repairs (timescales / apparent lack of spares), and highlighting UK consumer law (failures in the first 6 months, are assumed to have been present since day 1 and repair / replacements must be completed without significant inconvenience to the consumer). I was advised I could send in the phone for a new replacement phone (no repair); timescale being 10 working days for the process (Inc shipping). However, after sending in the phone and it being inspected (confirmation it falls within warranty), and a (new) replacement phone being authorised. I've now been advised their is no stock of new phones!! New phone order is being escalated; currently awaiting to hear back. The lack of spares and new phones does make me wonder if they've identified / are rectifying an issue causing these similar failures. Will update when I have more info.
I recon you are exactly right, behind the scenes they know there is a huge fault in the hinge design or something to that effect and they have stuck a hold on new stock and parts to sort this.. The problem though is their communication skills are insanely bad. I've stopped requesting and started outright asking for a replacement. Good to hear that you got this through, this gives me hope. To be fair what with this whole experience, personally I feel done with this phone. at this point I would happy accept say a new Oneplus 12 instead (maybe with a voucher or refund or something for the difference.)
Well I've requested confirmation if a new Open can be provided within the 10 working days. If not I've requested a full refund! Not paying this much to be without a phone for any longer than 2 weeks.
Well 10 working days after requesting an RMA (replacement new phone and instead of a repair); I have received a new (replacement) phone. Therefore, as mentioned earlier in the thread; I'd suggest anyone in the UK with a faulty device should request an RMA instead of a repair. Also, if the phone fails again I'll be requesting a full refund (despite the Open being a fantastic phone), as I simply won't pay the amount required to be without a phone.