As you may know it was recently reported it was possible that OnePlus has offered previously used or refurbished phones like new. In the forums indest, a member indest posted an account of seven others who reported receiving old or used phones from us and sold as brand new. We fully understand why this type of information should be a cause for worry We'd appreciate indest's efforts in raising this matter to our attention.
We've never offered a used or refurbished Oneplus phone that is labelled as brand fresh (or otherwise). However, there was some kind of issue this time - one that we took extremely seriously. We immediately contacted the seven customers in question and began an investigation of our own. In addition to talking directly with the users affected, we started an exhaustive investigation in our facility as well as together with our logistics partners. To ensure complete transparency we found this: we discovered:
The user discovered some dust on the new OnePlus One and was also having technical problems. The user also discovered the photo that was deleted, which believed to be from someone who had owned the device prior to his. Due to these factors it is (understandably) thought that the phone was in use. This is the image that he reportedly found on the device (note: we have blurred out any personally-identifiable information):
We conducted a series of tests on the photo with no conclusive results. We did manage to discover an email address in the image, belonging to an unidentified person from France. We discovered that he wasn't an OnePlus Global customer. We reached out to the person and they confirmed that he'd indeed taken the picture in the question. But, he didn't use an OnePlus One, nor had any experience with the OnePlus One. Weird, right?
We don't believe that our customer was untruthful regarding the image he found within his smartphone. We're simply pointing out the fact that the photo was not taken with the device that is in the first instance (or the OnePlus One at all). We haven't found a solution (yet) to the question of the way this picture could end up on the device of the user. However, we're searching for the answer to that question.
Our records confirm the claim this device was never reused or repaired. The device was produced in July 14th, 2014, and was delivered the customer the 20th of July the 20th of July, 2014. The customer reported the phone was apparently refurbished within 4 days.
It's unlikely that the phone can be used, returned and then sold again in this period of time.
Second case
After speaking to his customer on the phone, we Refurbished oneplus nord that the box was not sealed by the factory. There was no shrink-wrapping in the box, and the thread red that opened to seal the box had been removed and taped.
The package was evidently altered after we sent it. The device was completely new at the time it left our warehouse and we are currently working with our logistic partners to determine exactly what transpired afterward.
The user discovered some dust on the new OnePlus One and was also having technical problems. The user also discovered the photo that was deleted, which believed to be from someone who had owned the device prior to his. Due to these factors it is (understandably) thought that the phone was in use. This is the image that he reportedly found on the device (note: we have blurred out any personally-identifiable information):
We conducted a series of tests on the photo with no conclusive results. We did manage to discover an email address in the image, belonging to an unidentified person from France. We discovered that he wasn't an OnePlus Global customer. We reached out to the person and they confirmed that he'd indeed taken the picture in the question. But, he didn't use an OnePlus One, nor had any experience with the OnePlus One. Weird, right?
We don't believe that our customer was untruthful regarding the image he found within his smartphone. We're simply pointing out the fact that the photo was not taken with the device that is in the first instance (or the OnePlus One at all). We haven't found a solution (yet) to the question of the way this picture could end up on the device of the user. However, we're searching for the answer to that question.
Our records confirm the claim this device was never reused or repaired. The device was produced in July 14th, 2014, and was delivered the customer the 20th of July the 20th of July, 2014. The customer reported the phone was apparently refurbished within 4 days.
It's unlikely that the phone can be used, returned and then sold again in this period of time.
Second case
After speaking to his customer on the phone, we Refurbished oneplus nord that the box was not sealed by the factory. There was no shrink-wrapping in the box, and the thread red that opened to seal the box had been removed and taped.
The package was evidently altered after we sent it. The device was completely new at the time it left our warehouse and we are currently working with our logistic partners to determine exactly what transpired afterward.
