Worst purchase experience ever in my life

  • 28 lokakuu 2016
  • 26 kommenttia
  • 1705 katselukerrat

I made an 12-month contract of One Plus 3 smartphone online on Wednesday because you are heavily marketing the stuff, and I picked up the device this morning and found that phone was totally dead out of the box. After confirmed the problem by Elisa staff in the Kaari store, they only gave me one chocie to leave this phone to get repaired but not replacing a new one to me instantly on site. On the first day I got the phone, it was totally unusable and you want to give me a repaired one in 3 weeks or even one month while I still need to pay the bill without actually possessing the phone? Are you kidding me? This is even worse than the worst experience I can imagine, does Elisa really think it is acceptable by any customer?

Not only the phone but also your customer service really pissed me off, I cannot even properly work at daytime. I really want to know how I can terminate the contract I signed and not getting myself frastated when thinking of this crappy experience.

Any advice would be super appreciated, thanks!

26 kommenttia

Käyttäjätaso 7
Kunniamerkki +3
I am very sorry to hear that. 😞
Unfortunately the manufacturer is the one who's calling the shots here. OnePlus has instructed us to send all those broken devices to repair. I know it's frustrating but there isn't much Elisa can do about it. 😞 OnePlus have decided that there is no DOA/DOP policy in their devices.
Thanks for your quick reply. I hate to say but I really cannot believe all Elisa can say is 'I am sorry to hear, but nothing Elisa can do to help'. No matter what deal One Plus made with Elisa, I am still Elisa's customer and my right as customer should be protected. This is the most ridiculous policy I have ever heard that customer cannot get a new device to replace the 'Dead On Arrival' device (usually it should be within 7 days or 14 days to my knowledge), obviously One Plus's policy harms my right as a customer, but Elisa just allows that happen? I highly doubt if the so-called 'Decision' made by One Plus violates Finnish national law or policy regarding 'Dead on arrival' products.

And in my last post, I was more wanting to know if I can terminate the contract than if I can get a new device instead of a repaired one, and you did not reply me about that. If you were me, then I guess you can understand that I have no mood to keep this contract with this crappy product.
I have done what I can to communicate with Elisa for several times, still no one can do anything to help me out. I am so exhausted and disappointed.
Käyttäjätaso 6
Kunniamerkki +3
I think you might be correct, please send us your customer number or phone number by private message, and we'll look into this. You can send us a PM here: http://elisa.fi/palstatiimi (yksityisviesti).
I would love to buy the 1+1 but I dont for the simple reason of their service which I have read here and elsewhere.
Hello All,

I also purchased OnePlus 3T (64GB) yesterday and couldn't use it even for 30 minutes.
The phone requested to update Android system with new software, it downloaded successfully however when it started to upgrade it simply DEAD. Tried to reboot and factory restore but nothing worked. The phone just shows Logo and Powered by Android.
As I am at work right now don't have a chance to go to shop right now. However I would like to know my all rights prior going there. I called to customer service but he/she couldn't tell me exactly what will happen , I mean will I able to change product straight away or it will go to Service shop for repair?
I checked contract (PDF file) however it also doesn't say do I have rights to return product

I saw on comment Mr.eBin tried to help previous customer with similar issue. Will be appreciated if he can instruct me also

Thanks a lot in advance

PS: I don't personally have any issues with Elisa and its costumer service. They have always been so kind and helpful. On this subject I am trying to find out my customer right.
I think you might be correct, please send us your customer number or phone number by private message, and we'll look into this. You can send us a PM here: http://elisa.fi/palstatiimi (yksityisviesti).

Mr.eBin
Could you please check my comments below

Thanks
IMHO you should get a new phone immediately. This is like DOA ( DEAD ON ARRIVAL )
IMHO you should get a new phone immediately. This is like DOA ( DEAD ON ARRIVAL )

Dear Jakas,

Thanks a lot for comment. Could you please advise is there any official paperwork or POLICY which I can state ?

Thanks a lot in advance
Nothing you got the phone yesterday and the update killed it ELISA must give you a new phone now.
Where did you buy it take it there or send it back to them.
It happened with me once with Samsung S3 the dealer gave me a new phone immediately.
How Elisa handle this will show if it worth buying this brand or not.
We will see what happens Jakas,
To be honest the Brand itself very popular in UK and worldwide. And got plenty STARs from various professional reviewers.

Thanks again for support
Käyttäjätaso 7
Kunniamerkki +3
Jakas, Samsung has a DOA policy, OnePlus doesn't.
Elisa is not the one who makes the decisions about those, the
manufacturer is. I contacted OnePlus and they were a little bit confused too.
Elisa is now trying to solve this and we'll get back to you when we get any answers. 🙂
sure but its the service, AFTER SALES SERVICE !
Yes but Elisa is the only one selling this in Finland. Please see the law the responsibility is with the seller.
There are many examples like this with 1+1 all over the internet this is why I bought a note 4 from Elisa NOT 1+1
Jakas, Samsung has a DOA policy, OnePlus doesn't.
Elisa is not the one who makes the decisions about those, the
manufacturer is. I contacted OnePlus and they were a little bit confused too.
Elisa is now trying to solve this and we'll get back to you when we get any answers. 🙂



Dear Ms. Mits,

Could you please advise in which point or words they are confused?
Thanks a lot
Jakas, Samsung has a DOA policy, OnePlus doesn't.
Elisa is not the one who makes the decisions about those, the
manufacturer is. I contacted OnePlus and they were a little bit confused too.
Elisa is now trying to solve this and we'll get back to you when we get any answers. 🙂




Ms. Mits,

May I kindly ask you to provide also ELISA PRODUCT RETURN POLICY ? do I have right to return policy with 3, 7 or 14 days with no any trouble?
If ELISA wants to repair OnePlus 3T or not it is their decision then
Käyttäjätaso 7
Kunniamerkki +3
I don't have the chat conversation anymore but the woman I talked with thought that Elisa has a DOA policy. I told her that OnePlus has declined DOA policy from Elisa and she was confused. She said that she'll contact headquarters about that and I asked someone from Elisa to sort this out too. Now the situation is that OnePlus has declined the DOA policy and has adviced Elisa to send all those devices to repair.
I don't have the chat conversation anymore but the woman I talked with thought that Elisa has a DOA policy. I told her that OnePlus has declined DOA policy from Elisa and she was confused. She said that she'll contact headquarters about that and I asked someone from Elisa to sort this out too. Now the situation is that OnePlus has declined the DOA policy and has adviced Elisa to send all those devices to repair.

Dear Ms. Mits,

While two big companies will search and agree about DOA policy, Can a wee costumer like me return product ? So I go back to my second question, could you please provide ELISA PRODUCT RETURN POLICY where it shows BLACK and WHITE that CUSTOMER has right to return product within ( according to company rule) time frame ? Or it is not allowed to return anything after purchase?
You are joking ?
He bought the phone YESTERDAY AND now he will be stuck with no phone for weeks
This not my business but I think I may have been right all along not to buy 1+1
You are joking ?
He bought the phone YESTERDAY AND now he will be stuck with no phone for weeks
This not my business but I think I may have been right all along not to buy 1+1


Dear Jakas,

A BIG thank you for your support.
By the way I bought it at 18:00 yesterday evening, less than 24 hours
Käyttäjätaso 7
Kunniamerkki +3
It seems like you've purchased your OP device straight from our shop? There's no return policy in those situations. I suggest you send that phone to repair that OP guarantees, it must be the easiest way right now.

If you've ordered the phone online or by calling to our customer service etc. then there's 14 days time to return the device with no charges.
The title of the thread is proved. The last person to leave please shut the lights out.
Good luck to the buyer !
It seems like you've purchased your OP device straight from our shop? There's no return policy in those situations. I suggest you send that phone to repair that OP guarantees, it must be the easiest way right now.

If you've ordered the phone online or by calling to our customer service etc. then there's 14 days time to return the device with no charges.


As Jakas says: ARE YOU JOKING ?
Where it WRITTEN that there is no return policy when you buy item from shop? And WHY?
I have not used this phone even 30 minutes why I have to care about repair shop, repair duration and etc. ?
Do you have special FORM, FILE or anything where I can put my complain ?
PLEASE provide ELISA PRODUCT RETURN POLICY

Thanks a lot
Käyttäjätaso 7
Kunniamerkki +3
There's no need to get angry at me, I just told you the things that OnePlus has adviced to us. Sorry about that.

When you purchase a device straight from a shop there's no return policy (like there's if you order something online; as finnish law demands).
You can leave your phone to our shop and we'll send it to the guarantee repair as OnePlus has given the instructions.

You can always return a device that you've purchased but Elisa can charge you a 30% of the devices price. But this is not the optimal way for you to take care of this right now.

There's always a possibility to visit that store that you've purchased that device and ask their opinion about this, but these things that I told you are the regulations that OnePlus has given us.
There's no need to get angry at me, I just told you the things that OnePlus has adviced to us. Sorry about that.

When you purchase a device straight from a shop there's no return policy (like there's if you order something online; as finnish law demands).
You can leave your phone to our shop and we'll send it to the guarantee repair as OnePlus has given the instructions.

You can always return a device that you've purchased but Elisa can charge you a 30% of the devices price. But this is not the optimal way for you to take care of this right now.

There's always a possibility to visit that store that you've purchased that device and ask their opinion about this, but these things that I told you are the regulations that OnePlus has given us.



Apologize if my words so loud and hurt you Ms. Mits,
I just want to find out my consumer rights. The same question I kindly asked 3 times in my previous comments.
Please write with BIG LETTERS in you web page that when we sell OnePlus 3T , we just sell it anything happens with product please contact OnePlus ,
Dear Jakas,

Thanks a lot once again for great support and most importantly understanding my situation.
As you said I am switching off the lights prior leaving this topic.
Luck is not with me today , surely

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