Although OnePlus is a fast growing company (compared to other companies), it is still a small and new company (compared to other companies). As a result, it is understandable that problems will arise and is probably wise to expect those problems. For instance, OnePlus have recently seemed to encounter some problems while trying to roll out its Android 5.0 (Lollipop) update in a timely fashion, or to its self-imposed schedule. That said, OnePlus One owners (and their customers in general) will probably tell you the biggest issue they have with the company, is the general level of customer service.
This is a point which has been routinely brought up on many of the OnePlus social forums over time. Usually with users complaining that they have not had an adequate response to their raised issues and for some users, no response at all. Well, it seems OnePlus have been listening to those complaints and today sent out a post detailing how they have raised their customer service game in recent months and are now happy to report that their customer service has gotten much better.
For instance, for those who register a complaint or issue, OnePlus have stated that they have drastically cut down "first response" times. In fact, response times are now stated to be at 9 hours which OnePlus state is "40% faster than the industry average of 21.2 hours". In addition, OnePlus also detail how their "no-questions-asked" return policy has been increased from 14 days to 15 days. As well as now being rolled out across the board to cover all of their accessories. Lastly, OnePlus also do advise that since December, their customer satisfaction rate has increased by over 20%, which according to the graph above, puts it somewhere around the 80% marker. However, OnePlus state that they won't stop improving the system until they reach 100%. These improvements would seem to be partly due to what OnePlus state is betting training that their customer service representatives now receive when joining, coupled with the fact that their customer service support team has grown by 4500%. If you are interested in reading more, you can hit the source link below to head over to the OnePlus blog posting.