| Name of Complainant | |
| Date of Complaint | July 23, 2023 |
| Name(s) of companies complained against | Oneplus |
| Category of complaint | Internet Services |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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I received pieces of glass instead of my OnePlus Buds Z2, which I sent for repair. On July 5, 2023, I submitted the request for pickup, and it was picked up on July 6 by a delivery man from ECOM EXPRESS. I was aware that the repair would take 5-7 days, and the ECOM EXPRESS representative confirmed the same. However, after a week had passed, and I saw no progress on my product, I contacted customer service. They informed me that it was still under repair and assured me that I would be contacted shortly for payment details. (I have a screenshot of this conversation as proof.)
To my surprise, on July 17, I checked the website and found out that my product had been replaced and was being shipped back to me. I was puzzled because I never received any payment request, and the product was not under warranty, so I knew that a payment was required for the repairs. On July 18, the product was shipped back to me through ECOM EXPRESS and delivered on July 20, 2023. Upon opening the package, I discovered that it had OnePlus packaging and labeling, but inside the box, there were a few pieces of hexagonal, golden-colored glass instead of my OnePlus Buds Z2.
I immediately contacted the delivery man and informed him that I received the wrong product. He advised me to contact the company directly. Subsequently, I initiated a conversation on WhatsApp with a customer care representative named Ayesha Siddiqua. I explained my problem to her and she requested a video of me unboxing the product. I complied and sent the video, but she responded that the product had already been unboxed, making it difficult for her to provide further assistance. We had a dispute for some time, but it yielded no outcome. I asked her why I should be expected to make unboxing videos for every product I receive, and she said she understood the issue. However, no resolution was offered.
Frustrated with the lack of response, I took the matter to Twitter, where I posted a detailed account and tagged OnePlus India and OnePlus India Support. The support page responded, asking me to DM them. However, I couldn’t do so because they only accept messages from verified accounts. At this point, I possess the original receipt of the product, which I purchased in March 2022, the service number, and the bill that came with the delivery. Interestingly, the bill mentions the name Mr. Digamber Bisht, who supposedly shipped the product back to me. The bill also states that I paid ₹2,500 for the repair, which is not the case (I can provide bank statements as proof).
It is evident that someone within the OnePlus service center in Delhi replaced my headphones with pieces of glass and sent them back to me. This is the entire situation. I am seeking guidance on what steps to take next.
Jayatsen Sharma
Service ID: IN01048H230717035
ECOM EXPRESS Waybill: 460000609378
Amazon Order ID: 171-6639378-4080330
