Microphone Not Working Again You Submitted This Request Status O Pen

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Request #349809 Microphone Not Working Again You submitted this request Status O pen

Nate Welling July 02, 2015 01:14 Shipping Tracking No. I have had issues with the microphone off and on with the device. I've Reason been dealing with it by placing the device in speakerphone mode when

it happens, but it comes and goes. Recently it was so bad I couldn't Attachments

make a call without the speakerphone for a few weeks. I updated the MicrophoneQuiet.mp3 (200 KB) phone to Lollipop hoping that would help, but it didn't. I performed Screenshot_20150702181716.png (100 KB) another factory reset of Lollipop after, and it's still doing it. I don't think Screenshot_20150702181720.png (200 KB) it's a software issue at this point. Is the microphone something you can MicrophoneStillGarbage.mp3 (100 KB) msg0000.mp3 (100 KB) fix or have more info on? Invoice11.xls (60 KB)

Kathy July 02, 2015 02:06

Hello Nate,

Apologies for the inconvenience. Can you please provide a recording showing your concern for us to better assist you?

Please provide us with a screenshot of your current/updated Software version by going to Settings>About Phones.

Your cooperation is much appreciated.

Cheers, Kathy

Nate Welling July 02, 2015 18:23

Here are the About Phone screenshots and a recording of the microphone volume difference. When I try to use the phone like normal people complain they barely hear me and it's garbled. When I switch to speaker, I'm loud and clear.

Ὄ MicrophoneQuiet.mp3 (200 KB)

Ὄ Screenshot_20150702181716.png (100 KB)

Ὄ Screenshot_20150702181720.png (200 KB) Kathy July 02, 2015 20:35

Hi Nate,

I will have to forward your request to our second level technical support who can better assist you with further troubleshooting steps.

Sorry for the inconvenience. Have a wonderful day!

Best regards, Kathy

CS Paclibar, Keniette Marie July 03, 2015 17:28

Hi Nate,

Good Day! Thank you for responding. I'm sorry for the inconvenience that this has caused you. This is Keniette and I'll be assisting you with your concern from here. Please try these steps as this may fix the issue of your device.

A. Check if the volume or mute is opened, suggest to turn up the volume to the max; B. Check whether the signal is normal, if not, then change another place where the signal is strong to have a try; C. If the signal is normal, it is recommended to change call objector.

Please let me know if the problem persists after these steps. We would love to to hear from you, and we are looking forward for this so that we can proceed to our next level of support. Your full cooperation here is much appreciated. Thank you.

Best Regards, Keniette

Nate Welling July 03, 2015 21:18

Volume is max, not muted at all.

Signal is max with LTE, it happens wherever I am.

What do you mean by call objector? This really seems like defective hardware.

CS Paclibar, Keniette Marie July 04, 2015 13:28

Hi Nate, Thank you for your cooperation. The third step that I was trying to convey is that after applying the first and second step, then try to call someone if there's an improvement.

If the issue persists, please refer to the link below: https://oneplus.net/oxygenos

To install OxygenOS on your OnePlus One, you need to flash the device. You may follow the guidance of the latest update here:https://forums.oneplus.net/threads/anoxygenosupdate.317098/

Please back up all your important files and information, as the process will erase all data. You can sync your Google account to backup Apps data, wifi settings, pictures and contacts. Make sure you have enabled auto sync and backup data from settings. For music, video or other files, you can copy the files to computer by connecting the USB cable.

Your cooperation is much appreciated. Please keep us posted.

Thank you.

Best Regards, Keniette

Nate Welling July 06, 2015 03:54

There was definitely no improvement with other methods. I followed your guide to install Oxygen OS, and the phone wouldn't boot anymore. When it first finished flashing, the Android welcome process screen would flash for a second, go black for a while and then flash again repeatedly. After fifteen minutes of that, I powered it off by holding the power button.

When I turned it back on it sat at the Oxygen loading animation for another 15+ minutes without doing anything.

I rebooted into TWRP recovery and reinstalled Oxygen. This time it worked, but after several hours of messing with my phone, the microphone still does the same thing. This is a hardware problem with the phone I was shipped. Please advise.

I have attached another audio sample from just now.

Ὄ MicrophoneStillGarbage.mp3 (100 KB)

Lyndon July 06, 2015 12:20

Hello Nate, I understand the urgency of having your issue resolved / of being able to use the phone again to its full potential. There will be a need to proceed with booking a remote session to resolve your issue. During the remote session, a Level 2 Tech Specialist will follow these procedures:

Extract the required drivers and certifications from the files below.

Install those drivers to ensure your PC correctly identi fies the OnePlus One.

Restart the computer into Safe Mode and disable driver s ignature verification enforcement.

Complete the installation of a new OS onto your device.

Your OnePlus One will need to be tethered to your PC throughout the remote session while we flash your device. The process should approximately take up to an hour. You will have the option to stop at any point in time.

Access the link below to book for your preferred remote session schedule and reply to this email with the date and time that you booked so it can duly noted.

Hong Kong Time Zone: https://www.oneplus.setmore.com EST Time Zone: https://www.oneplustech.setmore.com

Before the remote session, it is necessary to back up your files from your OnePlus 1 and that the following files below have been download on your PC.Please note that we need WINDOWS MACHINE for this process (Windows 7 & above).

Oxygen https://s3.amazonaws.com/oneplussupport/Oxygen_150527.rar CM https://s3.amazonaws.com/oneplussupport/DLTCM.rar Certificates https://s3.amazonaws.com/oneplussupport/qc.rar USB Drivers > https://developer.android.com/sdk/winusb.html Android SDK for Windows > https://dl.google.com/android/adt/adt bundlewindowsx8620140702.zip Android SDK for MAC > https://dl.google.com/android/adt/adtbundle macx86_6420140702.zip ROM > http://builds.cyngn.com/factory/bacon/cm11.0XNPH44S baconsignedfastboot.zip AFX > https://drive.google.com/file/d/0BwVwtv1me2AqTndRZ2RYbDQzNG8/ view?usp=sharing

NOTICE: Our Tech Support only accesses to the files/application on your PC that are necessary for troubleshooting. We do not and are unable to store, or disclose any information we have access to during this process. The whole process is done with the customer's presence, who has the right to terminate the process anytime during the process.

Regards, Lyndon

Nate Welling July 10, 2015 14:01

I just saw this response. Oxygen installed correctly, so there isn't a need to do that again. I can tell you already that it's not going to work.

But if you insist, we can waste more time on it.

Nate Welling July 10, 2015 14:08

SERVICE:Remote Sessions 45 minutes DATE & TIME:Fri, 17 Jul 2015 at 11:15 am (EDT) YOUR INFO: Nathan welling +1 2693120742 deadwinston@gmail.com OTHER INFO: 349809 COMMENTS:I've already installed Oxygen OS for this ticket. You are going to have the same results. This whole proc. . . BOOKING ID:BS6YC9

Nate Welling July 10, 2015 14:09

And if it helps, I've confirmed with people I call that I always sound shitty on the phone. The microphone has been constantly bad. Only sometimes do people point it out so I know to switch to speakerphone.

Nate Welling July 10, 2015 14:13

And you know what, it's not about "being able to use the phone again at its full potential." It's about being able to use it as a damn phone. I was like 100% in love with you guys until this support request. I've ordered four of these from your store (two for my coworkers and one as a spare since mine is crap), and the one I've been using has a garbage microphone.

It would be great if you would actually do something about that other than wasting more of my time with an appointment 1 week out to do the same shit I've already done to the phone.

This is not acceptable tech support for a company if they ever want to be a real contender in the cellphone market.

Lyndon July 10, 2015 14:41

Hi Nate,

Thank you for booking a remote session. I will now place this ticket on hold until the day of the remote session.

Regards, Lyndon

Nate Welling July 10, 2015 15:46

Seriously? That's the entirety of the response? Zero of my concerns were addressed.

Can you guarantee me that after waiting another week and hour with your remote support person that you will actually fix my broken phone?

I am seriously upset about this, and it's getting worse the longer this lingers. My faith in your brand is teetering on empty here.

Lyndon July 10, 2015 16:13

Hi Nate,

Please wait for our level 2 support to email you during the scheduled session.

Regards, Lyndon

Nate Welling July 15, 2015 18:18

It's not solved, he has me doing tech support on Friday for it. This issue has been awful and tech support has been a pain.

Misiel July 15, 2015 20:31

Hi Nate,

Thank you for contacting OnePlus Technical support. I understand your frustrations, however we are reaching out to provide a step by step process for a best solution and the only way to further assist you is to have our Level 2 Tech Specialist to remotely control your computer for the issue to be fixed. We apologize for the inconvenience caused to you.

During the remote session, our Level 2 Tech Specialist can determine the root cause of the issue & will evaluate the phone if repair or replacement is needed.

Please wait for the schedule of your remote session. For the meantime, your ticket will be placed on hold until the day of the session so that this ticket will remain open on our system. Our Level 2 technical support will contact you on the schedule selected.

Thank you for your patience!

Best regards, Misiel

L2 John July 17, 2015 11:17

Hi Nate,

Are you ready for the remote session now?

Regards, John

L2 John July 17, 2015 11:43

Hello,

We understand that you wanted to fix your One as quick as possible. However, we are unable to do the remote session today because you were not able to come online. Please rebook another schedule in your convenient time. Please visit this link to do it. http://oneplus.setmore.com – HongKong Time Zone http://oneplustech.setmore.com – Eastern Time Zone

Thank you so much.

Regards, John

Nate Welling Friday at 10:25

Ok, I am ready for the remote session this morning. L2 Rogelio Friday at 10:56

Hi Nate,

Hello and good day !

My name is Rogeli0 and I’ll be handling the remote session today Fri, Jul 24, 11:30 am – 12:15 pm EST. I hope you have already downloaded all the files that we requested for you to download.

For your privacy, please put all the files in one folder and open them up. We will only be working on that one. Kindly as well stay in front of your computer for the duration of the remote which may be from 45 minutes to an hour. Kindly make sure as well that the computer you will be using let's you have full admin rights. Any encryption, antivirus and firewalls on it should also be turned off just for the duration of the remote session. This allows speedy access.

If you are ready, we can proceed with the remote session. Just reply to this email so that I can provide you the remote session link. Thank you.

Regards,

Rogeli0 M.

Nate Welling Friday at 11:04

I have disabled antivirus, downloaded all the files and am ready. Only warning, this computer is dualboot, so let me know before you're going to restart the computer. I don't want it to start Ubuntu and kick you.

L2 Rogelio Friday at 11:05

Hi Nate,

Thank you for the reply, kindly click on the link below. https://113366.com?accessCode=328486 access code 328486

Kindly make sure that your phone is turned off and is not connected to the computer.

Regards, Rogeli0 M.

L2 Rogelio Friday at 11:23

Hi Nate,

Here is the new remote session link. https://113366.com?accessCode=364320 access code 364320

Regards,

Rogeli0 M.

Nate Welling Friday at 11:24

Connecting now.

Nate Welling Friday at 11:40

Here is the new mp3.

Ὄ msg0000.mp3 (100 KB)

L2 Rogelio Friday at 11:44

Hi Nate,

Thank you for providing us with your time for the remote session.

As what was discussed, I will be escalating this ticket to the appropriate department for further action. They will be getting in touch with you the soonest possible time for further steps on how to proceed.

Regards,

Rogeli0 M.

jan ice Saturday at 15:05

Hi Nate,

Thank you for reaching us. Based on the feedback by our tech support, this case is qualified for a replacement.

We have created a RMA request for you. Please go to http://oneplus.net/awrma/customer_rma/list to verify your request details, pickup address and shipping address, so as to initiate this replacement RMA procedure. Once it's verified, we will proceed with the pickup arrangement.

NOTICE: All returned products are subject to inspection upon arrival. Should any user damage found (for example, dropping damage, water damage, etc.), we reserve the right to have it resolved via either of those two approaches upon customer's confirmation: 1). Customer will pay for the corresponding repair fee to get a replacement; or 2). Customer will pay for the twoway shipping costs to get back the damaged device.

Replacement RMA Procedure: RMA Verification > Pickup > Return Inspection > Ship Replacement (within 7 days of return) > Complete

Thank you for your understanding and cooperation.

Best regards, jan ice

jan ice Sunday at 10:34

Hi Nate,

We're pleased to inform you that your RMA was verified and we are going to arrange the pickup accordingly. The device(s) will be collected by our partner, GPSK Ltd. (UK) via DHL.

Instructions:

Please back up all your data first; Remove all addons from the device, such as any SIM cards, StyleSwap covers, screen protectors, etc.; Login OnePlus.net to print the RMA documents, put them and the device(s) in the package. DO NOT include any accessory, charger, cable or SIM ejector tool in the package; The return package is already insured and won’t require extra insurance; Please use original OnePlus box or use a box of similar size (20cm x 20cm x 5cm depth) with cushion and make sure all the items are properly packaged for shipping. Do not post in overly large or heavy box. Failure to do so will void transit insurance; Please do not send any package to our Hong Kong warehouse; All returned products are subject to inspection upon arrival. Should any user damage found (for example, drop damage, water damage, etc.), we reserve the right to have it resolved via either of those two approaches upon customer's confirmation: 1). Customer will pay for the corresponding repair fee to get a replacement; or 2). Customer will pay for the twoway shipping costs to get back the damaged device.

Procedure with GPSK: 1. Click https://www.expresslogisticsplatform.dhl.com/rlp/ , login with below account info. to create a booking: Login: [email protected] Password: gpskonE+1 (Please note the capital E in password);

Fill in the pink fields of the booking form at: Collect > Shipper Information (please provide your valid email address at "Email #1") & Shipping Services > Collection Date; then tick the box "Send paper work to shipper"; Go to "Declarable items" > "Customs documents upload", then upload the Invoice we provided as attached, after converting it to PDF format (Note.: only PDF file can be recognized); Once your booking is verified, a prepaid shipping label will be sent to you via email (contact us if you don't receive it in 3 days); Print the label; The courier will come to collect the package as booked. Make sure you are available during that time and get the shipping reference once handed over the package. Once collected, the item will be back with our service center (GPSK Ltd.) within 13 working days please wait for our confirmation. Should you miss the pickup, you can simply recreate the booking.

RMA Procedure: RMA Verification > Pickup > Return Inspection > (Pay Repair Cost) > Ship Replacement / Repaired (within 7 days of return/ payment)> Complete

Thank you for your cooperation. Let us know if you have any question.

Best regards, jan ice

Ὄ Invoice11.xls (60 KB)

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OnePlus >My activities ὐ Search

Request #349809 Microphone Not Working Again You submitted this request Status O pen

Nate Welling Yesterday at 16:14 Shipping Tracking No. 1) I can't find where to print the RMA documents. Reason Also, do you mean the white OnePlus product box or do I need to find Attachments a shipping box to fit it in also. Will I be sent a replacement white RMA OnePlus.pdf (100 KB) OnePlus product box, or should I ship a bare device in a brown box?

Michael Liu Today at 03:59

Hi Nate Welling,

Thanks for reaching out.

Please kindly find the RMA document in the attachment.

Just use the original box. We will send you a replacement oneplus product box by then.

Best regards, Michael

Ὄ RMA OnePlus.pdf (100 KB)

Nate Welling Today at 15:00

Ok, I have done all of these things, but I want to provide the feedback that this process has been terrible. Not only did you make me do a lot of troubleshooting processes for my phone and then have your technicians do all of the same troubleshooting process for my phone on a remote support call that took forever to book, but you also require me to fill out all of the information for your carrier (which involved renaming a .XLS file to .PDF for no obvious reason) and book an appointment with the DHL guy so we can perform a secret ritual where we sign a sticker.

I see you have announced the Oneplus Two. I will not be recommending this product because I assume as a company you have decided to include a treasure map in an empty box and make everyone who orders a phone solve a puzzle and dig for the phones you have buried along the western seaboard for no apparent reason. I also assume the RMA process for broken Oneplus Twos will be to cast them into the sea in a bottle with a cutout of the 1+ logo taped to the side.

I know you haven't released the shipping and support details for the new phone yet, these are just my assumptions after dealing with your support people over the last month. I look forward to the virtual reality experience of watching new Oneplus Two owners dig their phones out of the sand.

I should have suspected I would have to wait forever to solve a problem with a phone that took months to get an invite for.

Regretfully yours, Nathan Welling

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