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1Joey August 04, 2015 01:32
2Dear z***
3This is OnePlus Customer Support Team, I'm Joey. 
4We saw what you've post on our forum and we're terribly sorry for the inconvenience which you have faced in this instance. 
5We will need to collect your old device back for inspection asap. 
6Could you please reply your address to me so that we can try to find a way to get your old device back? 
7We will resend you a replacement immediately once your old phone returned to our warehouse. 
8Thanks for your understanding.
9
10Looking forward your reply.
11
12Best wishes, 
13Joey
14
15
16Joey August 04, 2015 01:33
17Dear ***, 
18Could you please also reply your order number and IMEI number to me as well? 
19Thanks!
20
21Best wishes, 
22Joey
23
24
25*** August 04, 2015 13:44
26Hi Joey, I can't afford to have downtime without a phone due to work and university situations,
27
28but here is my IMEI: 864587026262262 
29I can't find my order # right now, is there some way to have this down with no downtime inbetween? 
30The phones getting worse.
31
32I also have some other issues I'd like to raise with the support team if you guys are open to them right now.
33
34Thanks,***
35
36
37Joey August 04, 2015 18:40
38Hi ***
39Don't worry, we will ship the replacement out immediately once DHL finish the pick-up of your defective phone. 
40We believe the whole process will not takes too long, but could you please reply your address to me asap so that we can arrange the pick-up? 
41Thanks.
42
43Best wishes, 
44Joey
45
46
47*** August 04, 2015 20:28
48Hi Joey,
49
50No problem,
51
52Street #: ***
53
54Street Name: ***
55
56Suburb: ***
57
58State: ***
59Country: ***
60Postal Code: ***
61
62Sorry, I've only just gotten home and haven't had anything to check emails on, Thanks.
63
64	
65Joey August 05, 2015 02:24
66Hi, 
67I've already forwarded your information to our logistics team, they will arrange a pick-up for you soon. 
68Please note since Australia is not one of our served country, they may directly contact you later. 
69Thanks.
70
71Best wishes, 
72Joey
73
74	
75Joey August 05, 2015 15:14
76Hi ***
77Could you please also give me your contact number asap? 
78Thanks.
79
80Best wishes, 
81Joey
82
83
84*** August 05, 2015 15:18
85Hey Joey, the phone phones not even turning on for a solid 5 minutes anymore, even on 100%, I don't have a phone to use anymore. this is my partners number *** with the area code it is ***
86
87
88*** August 05, 2015 15:19
89I was also wondering if you could get the support team to make a Mixer_Paths.xml file that swaps the main_mic out for the speaker mic while on Handset, as a lot of people can't talk through their main microphone while on the phone, forcing them to use speaker phone.
90
91There is a patch out made by an XDA member, but that doesn't work on OxygenOS.
92
93Thanks.
94
95
96
97
98Joey August 05, 2015 21:51
99Hi ***
100We've checked the IMEI number you provided, it should be comes along with a China version device. 
101Please note our China version device is different from our global version, and it must be bought from a third-party seller. 
102Actually according to our policy, as Global Customer Support, normally we're unable to support you from our side. 
103However, we've discussed with our China Support team and will directly assist you on this issue. 
104Due to operation are separate between us, we're unable to arrange a replacement for our global version shipped out from our HK warehouse now. What we can do is provide a replacement for China version and shipped it out from our headquarters. 
105Could you let me know whether it is ok or not asap?
106
107For the mic issue you'v mentioned, I'll forward your feedback to our ROM team. 
108Thanks.
109
110Best wishes, 
111Joey
112
113
114*** August 05, 2015 22:11
115That's fine, 
116What's the procedure now then,
117
118Thanks, ***
119
120
121Joey August 06, 2015 12:20
122Hi ***
123Thanks for your reply. 
124I've forwarded your address and your partner's phone number to our logistics team, they will arrange the pick-up asap. 
125Please ask your partner to help you to finish the pick-up. 
126Thanks!
127
128Best wishes, 
129Joey
130
131	
132Joey August 07, 2015 17:22
133Hi *** 
134Our logistics team has arranged a pick-up for you. 
135Could you please reply to DHL asap so that to complete the pick-up procedure? 
136Thanks.
137
138Best wishes, 
139Joey
140
141	
142*** August 07, 2015 19:49
143Hey Joey, DHL haven't messaged me or my partner yet.
144
145Thanks, ***
146
147
148Joey August 10, 2015 15:27
149Hi ***
150Could you please check your email inbox asap? An email for pick-up should be sent from DHL to you already. 
151Our logistics team is still waiting for your confirmation of pick-up. 
152Thanks!
153
154Best wishes, 
155Joey
156
157
158*** August 10, 2015 17:11
159Hi Joey, I was in the process and I cant access the form any more. 
160It says its locked by a user thanks.
161
162
163Joey August 10, 2015 18:01
164Hi ***
165That email should be sent to ***@gmail.com. 
166Did you receive it?
167
168Best wishes, 
169Joey
170
171
172*** August 10, 2015 18:06
173Yeah, I was doing it but now I can't access the DHL document.
174
175
176Joey August 10, 2015 18:24
177Hi *** 
178There should have your login details in DHL's email, you need to use it to log into DHL's system to confirm pick-up. 
179Could you please show me the screenshot of your error page? 
180Thanks.
181
182Best wishes, 
183Joey
184
185	
186*** August 10, 2015 18:52
187http://puu.sh/jvZCa/6882e6fb79.png
188
189Avatar	
190Joey August 10, 2015 19:55
191Hi ***, 
192According to the system, it shows the pick-up request has been accepted by you. 
193Could you please go to *** and then contact your local service point directly? They will arrange a pick-up for you. 
194Let me know if you have any further questions.
195
196Best wishes, 
197Joey
198
199
200*** August 13, 2015 20:04
201Hi Joey,
202
203Sorry I took awhile to get back to you! 
204I have been busy with work.
205
206I have arranged a pick up for tomorrow.
207
208
209*** August 14, 2015 17:29
210Hey Joey,
211
212Just letting you know mate, DHL came and picked up the package today. 
213The courier told me that it might come back, because of the battery unless, Oneplus have an approved account with DHL & Postal Services. 
214Just wondering when I'm going to get another handset, as I need a phone for work and school.
215
216Thanks Mate,
217
218
219Joey August 17, 2015 18:59
220Hi *** 
221I've asked our logistics team to confirm with DHL about the pick-up, we will send your the replacement out asap once DHL confirm it. 
222However, I'm sorry it's definitely to send OnePlus 2 as replacement to you. 
223Thanks for your understanding.
224
225Best wishes, 
226Joey
227
228
229Joey August 18, 2015 21:59
230Hi ***
231As per our logistics department, the information we have now still is "shipment information received". There's no updates on DHL website, and we didn't receive the confirmation from DHL. 
232Could you please contact your local DHL and ask them whether your return parcel has been shipped out or not? 
233Please use the waybill number：*** as reference. 
234Looking forward your reply. 
235Thanks!
236
237Best wishes, 
238Joey
239
240
241Joey August 21, 2015 18:44
242Hi *** 
243Any updates on your pick-up? 
244Cheers.
245
246Best wishes, 
247Joey
248
249*** August 21, 2015 19:34
250Sorry mate, I've been working and without a phone to contact them.
251
252It hasn't come back so I assume everything is all good.
253
254
255Joey August 24, 2015 14:39
256Hi ***, 
257According to our system, it keeps showing "delivery information received" on 14 Aug, but no more updates since that day. 
258I've also checked with our HK warehouse, the parcel has not received. 
259I'm really sorry for the inconvenience, but could you please try to contact your local DHL asap to confirm the parcel status? Could you please ask one of your friends to help? 
260Thanks!
261
262Best wishes, 
263Joey
264
265
266*** August 28, 2015 16:43
267Hi Joey,
268
269The phone has been shipped
270
271the way bill has ***
272They re made the way bill and it has been delivered and received Monday last week and signed for by Mandy.
273
274It has been confirmed and approved, you'll have to go to the website if you'd like using that waybill number.
275
276Thanks, mate
277
278	
279Joey August 31, 2015 21:13
280Hi ***, 
281Thanks for your information. 
282Your return parcel has been confirmed by our logistics department, we will send the replacement to you immediately:)
283
284Best wishes, 
285Joey