In recent months, OnePlus has faced widespread reports of green line issues and motherboard failures, raising serious concerns about the company’s commitment to quality and customer satisfaction. With criticism mounting, OnePlus has announced a series of initiatives to address these problems, though many users remain skeptical of the brand’s response and transparency.
In this exclusive interview, FoneArena uncovers the details behind these device issues and probes how OnePlus is handling them. We’ve asked the tough questions to get to the heart of the matter, exploring whether the company’s actions will be enough to regain the trust of its loyal users.
FoneArena : There were a lot of reports around the green line issue affecting OnePlus devices. What devices are affected, and how are you helping users who are facing such issues?
OnePlus : We have seen affected cases centring around OnePlus 8 and 9 series. In line with our unwavering commitment, we encourage users to visit the nearest OnePlus service centre for device diagnosis, and we will provide free resolution for all devices affected by the situation. On select OnePlus 8 and 9 Series devices, we are also offering an upgrade program that will enable the user to upgrade to a new OnePlus device at select service centers.
Additionally, as part of our commitment to durability to our users, we are also offering a lifetime screen warranty on all affected devices, making OnePlus the first brand in the industry to implement such a policy. We understand the inconvenience that screen issues can cause, and we are dedicated to providing efficient solutions to meet our users’ needs.
FoneArena : Considering the fact that some devices are more than a year old since they were launched and out of warranty, how can they approach OnePlus?
OnePlus : Any user with a green line issue, no matter the age of their phone, should contact their nearest OnePlus Service Centre as soon as possible so we can help them resolve it and get back up and running. We can then discuss all options available, from the upgrade program to a new phone to a display replacement under our lifetime display warranty.
It’s important to note that OnePlus was the first in the industry to introduce such a user-centric policy. Although we’re not the only brand that has had to address unexpected issues like this, our commitment to quality and customer satisfaction remains a top priority to us.
FoneArena : We understand that this is an industry issue and an issue with a component vendor? Is this correct? What steps have you taken that this problem doesn’t affect future devices?
OnePlus : We acknowledge that the green line issue is not unique to OnePlus, but is an industry-wide challenge. However, we want to assure you that we have been proactive in addressing this at the source.
As a pioneer in adopting the latest display technologies, we recognized our responsibility to the users regarding display-related issues. That’s why we swiftly implemented our lifetime warranty policy, making OnePlus the first brand to do so across the smartphone industry.
Technologies in the mobile industry evolve rapidly, and the upgraded AMOLED display technology ensures that panels perform better in high-temperature and high-humidity environments, enhancing reliability. At the same time, innovations may also carry inherent risks. We’ve worked closely with our suppliers to implement corrective actions and improvements throughout the supply chain.
This includes enhancing our quality control measures, upgrading our testing protocols, and introducing new process solutions to ensure that such issues are mitigated in our future devices. We believe that these challenges should not deter us from continuing to innovate together and bring better tech to users.
FoneArena : Recently we are hearing reports of motherboard issues and that a software update has bricked some devices? Could you throw more light on this?
OnePlus : Recently, some users have reported issues with their OnePlus 9 Series and OnePlus 10 Series devices. We assure our users that software upgrades have not caused hardware malfunctions. Before releasing any software version, we conduct rigorous testing to ensure our users get the best software experience.
If anyone with an issue should contact our customer support team. Once our team has investigated the user’s phone, we will be able to discuss options to get them back up and running, including repairing their phone or offering a discount on a new one.
For more detailed advice and insights on OS upgrade, we invite users to visit our community forum post, where they will find additional information and guidance.
FoneArena : The OnePlus brand enjoys a lot of love from users, and the service levels have been pretty good until recently. The recent issues have left a lot of users disappointed, and many have moved away from OnePlus. What is your assessment? What is your message to these users? How are you planning to win them back?
OnePlus: We’ve worked hard to win the trust and support of our users in India, and we’re sorry to hear of any users who are experiencing issues with their phone or losing faith in OnePlus. That’s why we’re constantly pushing to improve our processes and offer the best support possible to every OnePlus user, like our new lifetime display warranty for any devices that can be affected by green line issues. We hope that this continuous effort, and our Never Settle spirit, can win these users back to OnePlus.
FoneArena : We still see users with such issues posting about it on the Community. Are the internal teams aware of the same?
OnePlus: Users are at the very heart of OnePlus, and our OnePlus Community is a key part of this. OnePlus team members are constantly active within our Community to listen and offer support where they can. For users experiencing device issues, we’d always recommend they contact their nearest OnePlus Service Centre, but we’re pleased to see our users helping each other in the Community too.
FoneArena : OnePlus does offer extended warranty plans on devices, has anything changed on that front in response to the recent issues?
OnePlus : We’re constantly pushing to improve our processes and offer the best support possible to every OnePlus user. This includes innovations like our new lifetime display warranty for any devices that can be affected by green line issues. We hope that this continuous effort, and our Never Settle spirit, can win these users back to OnePlus.
This concludes our interview with the OnePlus team. Have you faced any of the issues above with your OnePlus or any other devices, do let us know in the comments.