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Help How to get repaired?

B

Bill Michaelson

Newbie
I have a 1+1 acquired via resale. It worked well for a week, then it behaved oddly for about an hour, as if the screen was sensing phantom touches. After a few power cycles, it resumed normal behavior, except that it seemed to stop accepting charges. After a day, the battery ran down, and now it will not charge. If I try to start it with external power attached, it simply displays a message that the battery is too low. It will not go to recovery, so I can't even reset it to clear memory.

Does anyone know how to contact the manufacturer for repair if I am not the original purchaser? I can't figure it out.
 
Sorry for the issues.:(
First,you'll need to start an account:
https://account.oneplus.net/sign-up
Then,you will have access to all the options afforded to all owners,whether you made the purchase or not.

Click on SUPPORT at the top-right of the page & you'll be presented with FAQ's regarding filing a warranty claim/support/service.

An item worth noting:
Expeditious processing of warranty issues/claims/etc.. isn't OnePlus' forte',a lot of patience & perhaps persistence is in order.

AFAICT the only means of communication is via e-mail & expect 3-10 business days before hearing from them,so,make every communication count,leave no details out & be persistent.

I've dealt w/them on two occasions w/two different handsets.

1st go-around was a software/firmware bug that was fixable by both desktop remote &/or doing it myself (the latter I got to before they found the fix,which originated in the wild,not from OnePlus)

2nd go-around is exactly what you're experiencing (Phantom/inaccurate touchscreen responses),which is likely hardware-related,a flawed manufacturing process,using glue instead of tape,& is affecting the digitizer.

This has been in progress since Dec3,14 & no closer to a resolution today than I was over 3 weeks ago.I still have my defective handset & my patience is beginning to wear.
I still believe that OnePlus will honor the warranty,but,I will think twice,or more,before doing business w/them again if they don't pick up the pace ASAP.

Good luck w/your warranty claim & please keep us posted on your progress & don't hesitate to ask more questions if need be.
 
Hey, thanks for the reply. I guess they are swamped. Since the phone was given to me, I can't complain much, and I don't mind waiting for repair, even if I have to pay a modest amount. But I couldn't find the place! I'll try that link.
 
Update. I created a userid, but one cannot open a support ticket without an order number taken from pulldown list that is empty! It also wants IMEI, which is inaccessible with a dead phone, but at least it seems to accept 15 i digits in the web form.

Looks like there is no way to submit a ticket there for me. Pretty insular.
 
Any possibility of getting the packing slip?
I could be mistaken,but,this requirement,other than being electronically registered,might be something relatively new.
Either that,or just something I didn't pick up on at 1st glance.
Either way,I'd still attempt to submit a claim,with or without either of the abovementioned.

FWIW, this is exactly what I'm dealing with.
I sold a 1+1 locally, to an acquaintance , & I'm handling the warranty issues.
Fortunately, he has a back-up phone & is more patient than I.
Whatever the case may be w/your transaction, I sincerely hope that you end up with a positive outcome.

If you frequenct XDA DEVELOPERS, a member there fixed this himself & posted pix/video.
If you're interested, for yourself or someone else to perform the repair, I'll look it up & post the link later this evening.



Please keep us posted.
 
Last edited by a moderator:
My brother-in-law bought from a guy on eBay. He tried it, and decided to get a different phone because he wants to use Verizon. He gave it to me. I have the box it shipped to him in, so I can identify the person who is presumably the original purchaser. But it is a tenuous connection. I'm not going to bother. If OnePlus wakes up to any of my forum posts, maybe I'll get service. Meanwhile, I can't even contact them, so in that case this pretty phone will be a paperweight.
 
KOLIO said:
Any possibility of getting the packing slip?
I could be mistaken,but,this requirement,other than being electronically registered,might be something relatively new.
Either that,or just something I didn't pick up on at 1st glance.
Either way,I'd still attempt to submit a claim,with or without either of the abovementioned.

FWIW, this is exactly what I'm dealing with.
I sold a 1+ locally, to an acquaintance , & I'm handling the warranty issues.
Fortunately, he has a back-up phone & is more patient than I.
Whatever the case may be w/your transaction, I sincerely hope that you end up with a positive outcome.

If you frequenct XDA DEVELOPERS, a member there fixed this himself & posted pix/video.
If you're interested, for yourself or someone else to perform the repair, I'll look it up & post the link later this evening.



Please keep us posted.
Click to expand...

Interesting note about the self-repair. I would appreciate the link,
 
Bill Michaelson said:
Interesting note about the self-repair. I would appreciate the link,
Click to expand...

This is actually better than what I remember:

http://forum.xda-developers.com/oneplus-one/general/repair-guide-oneplus-one-disassembly-t2979351

You may want to peruse XDA for some confirmation that the glue is indeed what is causing the unresponsiveness/digitizer issues.

I used the search function while there (in the ONEPlus Forum,all the way over to the upper right-hand side),typed in "repair",if you want to take a more thorough look at what might be available.
http://forum.xda-developers.com/oneplus-one/general

If you decide to go this route & also replace the digitizer,here's one of the 1st links I came across for such:

http://vifocal.com/lcd-display-digi...h-middle-frame-for-oneplus-one-64gb-16gb.html
 
Thanks, that's an excellent write-up. Too ambitious for me, though. Since I don't really know what is broken, I'll just wait and see if 1+ responds to any of my public posts.
 
^^^^^^
+1
I've never disassembled anything this delicate/tedious,so,I myself would leave it to someone who has plenty of experience/practice.
I've got a couple of old phones that'll never see the light of day for use again,I may get them out & "practice",w/the possibility of trying this repair myself if OnePlus continues w/the delays in processing my warranty service request.

THX for popping-in to the OnePlus community Bill Michaelson & WELCOME TO ANDROID FORUMS! :)
 
So you know...

Based on advice I got from someone on the 1+ forum (posting there was an endeavor in itself), I might have a solution. It was suggested that it was a battery calibration issue, which I had suspected anyway, but I was given some specific advice (see below). Certainly, I had already tried something similar to no avail. But I did this precisely as described, and I am 10 minutes into step 4. I am optimistic because I happened to catch the phone displaying (briefly) a charging animation (green battery silhouette with rising level) for a few seconds, which was not long after starting the procedure. I will see what happens in about 6 hours.
------------------ THE ALLEGED FIX ----------------------------------------------------------------
My partners phone had the same problem recently. I followed these steps that were in a thread on the forum:

1. Leave your phone alone (idle) for at least 12 hours
2. Plug in charger
3. You will get the low battery icon - DO NOT turn the phone on
4. Leave it to charge for 6 hours
5. Turn phone on whilst charger is still plugged in. It should reboot
6. Unplug charger and then plug back in and charge for a further hour

It did not work the first time, but the thread said to try a few times. 2nd time it worked.

Hope this works for you.

There wasn't even any power going to the phone. No battery icon. Still dead nothing I used my cable plugged in the phone:

Hold the power and volume up key to get it into fast reboot mode. It took a few attempts but it sprang back to life. Restarted phone and charged as usual.
 
Following up, it appears to have taken a charge, but the phone thinks it is at 50% charge level and does not inidcate charging when plugged in, similar to the way it behaved just before I let it run down - stuck at 50%. But wait - here is a bizarre circumstance: When plugged in, the status bar does not indicate charging, and the battery history summary line does not indicate charging, but the settings tile DOES indicate charging, and when I pull the plug, the tile changes to properly indicate the new state. Also, the battery "Xs on battery" accumulated time updates correctly, and the green line at the bottom of the battery history graph appears to be correct. So the phone knows at some level what is happening, but observed from another level, it is uninformed. This is probably enough clue for someone knowledgeable to diagnosis the problem precisely, but it's not me.

Meanwhile, I've no word from OnePlus and the phone is obviously not reliable enough for regular use.
 
I am not sure how fruitful this would be for you but if the phone currently has a charge and you are still having issues. I, personally would do a factory reset and see if that fixes it. In the instance that it did not work, I would run the toolbox, root the phone and throw on a different rom to see if that helps at all. Good luck with your endeavor and please let us know what happens for you. I know their forums are a mess, have you tried contacting them through facebook or twitter?
 
I did that after I managed to get some charge into it, but it still shows 50% which bears no relation to actual charge.

I tried to flash TWRM and it appeared to work from the CLI, but upon reboot, the phone still shows what looks to be stock recovery (it says CYANOGENMOD at top). Does not look or behave like Teamwin.

At one point I tried to boot from sideload via fastboot. That caused the fastboot icon to become bright, but the phone froze in that state. I could not leave that state until I let the battery die. Then I was able to reboot after charging from the dead state.
 
After charging from dead again, it had gone to 100%, then discharged gradually. In other words, it appears to be working normally after more than a week of messing with it. I don't have a good explanation of what it took to recover, or more to the point, I am not confident that it will not fail again as it did, nor that I will be able to recover in any amount of time. Furthermore, I still can't contact the manufacturer. Thus, I am wary of giving it back to my wife for everyday use because she needs reliability.
 
Glad you were able to get it up and functioning, albeit for just now. I understand completely about the wife thing. My wife's phone is staying bone stock for reliability reasons. She likes some of the options I have with various roms and I know they would be beneficial to her, but from a reliability standpoint, her phone will stay stock. Keep us updated if you run into anything else. Hopefully this thread can help out other owners who might face a similar issue.
 
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