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Worst customer service


Friday May 17th picked up OnePlus 7 pro the store was very helpful and friendly. Had issue with phone. Called T-Mobile who said I could return it for new phone. Went back and again very friendly staff. They replaced phone again and transferred all my data. Well this phone does the same thing. Called T-Mobile help and was told to call OnePlus which I did. They had no solution and told me it's T-Mobile's problem. T-Mobile wants me to go back to store and either replace phone with another brand. I want the 7 pro. Well store has sold out of them. So until they receive stock I'm stuck with crappy phone. Over 8 hours wasted between TMobile and OnePlus. The phone just came out last week and I can't even get the color I want. What a waste of time. BTW almost 14 years as a T-Mobile customer and never a day late with any payments.

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Best answer by syaoran 4 June 2019, 01:32

Those are the exact issues I read about on the OnePlus forum, but people also mentioned cross-flashing.  Perhaps wait for the next uodate to roll out to see if that solves the issue for you.  Tou might want to file a support ticket with OnePlus also to make sure they are aware that it affects more than just those who flashed to a different firmware.

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Userlevel 7
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Contact support using messenger on Tmobile's Facebook or Twitter site and hoefully

you can get a better resolution.

I agree. Someone was supposed to call me back 2 days ago and still have not heard back about how to resolve my problem!

I was texting back and forth from 1 PM until 5 PM and the result was to call OnePlus for help. Half a day wasted.

Userlevel 5

Hey @magenta8617201

I am so sorry to hear that you are having so much trouble with your new phone! What specifically is wrong with it? Did you ever get a chance to call OnePlus?

@joydoy - Are you also having troubles with a OnePlus 7?

I don’t know what one plus is? I lost a complete thread of messages that we were trying to recover. Rep said he would research and call me back in the morning...never heard from him again.

Sent from my iPhone

Userlevel 5

I am sorry to hear that @joydoy  😥 This is a public community forum and the person that created this thread is having issues with their device so I thought you were as well. How long ago did you speak with that representative? Have you had a chance to call back since then?

Userlevel 7
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If you have an iPhone and it's being backed up to the iCloud you should be able

to connect to iTunes and restore the thread.

Userlevel 7
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I am curious to know what the issue is as well.  I am very familiar with the device.  There is an update for the device that brings some bug fixes.

The camera is still a joke and falsely advertised, but the GCam port is a massive improvement over stock.  I have seen a post over on XDA and pictures of a screen that wasn't placed properly.  Dor thise trying to change the firmware, the device is incredibly hard to hard brick, which is easily recoverable from. 

This was a week ago

Sent from my iPhone

Userlevel 5

Hey @joydoy

Since it looks like you have an iPhone, did you get a chance to see the message from @gramps28​? Is your iPhone being backed up to iCloud?

No it was to go then

Sent from my iPhone

No it’s not

Sent from my iPhone

Userlevel 5

Oh man 😥 If your phone is not backing up to iCloud, I am sorry to say but that thread might be gone for good. I am unable to see your account notes here on a public forum but if the specialist you were speaking with over the phone was going to look into some other option I would definitely recommend that you give us a quick call so we can see what that was.

There's a know issue with the OnePlus 7 Pro phones sold by TMobile and OnePlus. It's being called a ghost issue. The phone will open an app without touching the app or close the app you are using. The phone will also scroll up or down while reading an article. T-Mobile must know about this, but will not acknowledge it exists. It's been noted on Android central, YouTube videos, and in the OnePlus community boards. I'm not blaming T-Mobile, but that's who I'm paying $700.00 to. I need a phone which I can trust to work as advertised.

Userlevel 7
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Are you using a screen protector?  If so, make sure it is comoletely flush against the screen.  Any sort of lift or bubbles can potentially cause false touches to register on the screen, especially the curved edges.

I had a Puregear screen protector installed at the T-Mobile store. BTW the previous OnePlus Pro 7 I returned because of the ghost issue didn't have a screen protector on it. The screen protector isn't the issue with the phone. https://www.google.com/url?sa=t&source=web&rct=j&url=https://www.androidcentral.com/oneplus-7-pro-ghost-touch-issues%3Fa…

Userlevel 7
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When I was readingnover at OnePlus this morning.  Everybuser I saw with this specific issue had flashed the T-Mobile firmware to the international firmware.  Maybe I didn't read far enough into it, but could this be your issue?  If so.  Did you jist flash the OTA to do this or did you go full flash to the internationalnfirmware?  If you haven't flashed the firmware.  Are you running 9.5.3 or 9.5.6?

I have no idea to what OTA means. When I transferred my data using Google and OnePlus transfer. The phone said there is a update and it updated to version 9.5.6. In the settings there is a OTA button but it's off and as I said I don't know what it's for. I'm willing to try any solution you might have. Thanks

Also I just checked the build number. Oxygen OS 9.5.6. GM31CB

Userlevel 7
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OTA - Over The Air: which usually refers to updates for your sevice.  You do have the latest update available so far and the correct software version.

So I do I handle the phone closing apps I'm using or opening apps without touching them? There's also the constant scrolling down or up the article I'm trying to read.

Userlevel 7
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Those are the exact issues I read about on the OnePlus forum, but people also mentioned cross-flashing.  Perhaps wait for the next uodate to roll out to see if that solves the issue for you.  Tou might want to file a support ticket with OnePlus also to make sure they are aware that it affects more than just those who flashed to a different firmware.

According to user's on the OnePlus community OnePlus has added update 9.5.7 which has corrected the ghost issue on their phones. I see no such update from T-Mobile as of now. When will TMobile send out this update. Thanks

This is the new update, but nothing coming from T-MOBILE.  It's version 9.5.7 

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The last time they said, improced camera, the pictures looked like they were drawn by a 3 year old with crayons.

I'm just asking when T-Mobile is going to update to the new version.

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