In recent years, OnePlus has faced criticism similar to many other major brands. Despite this, the growing number of problems reported with its smartphones might pose long-term challenges. The company has recently addressed issues related to motherboard failures, but is this response sufficient? What more can OnePlus do to maintain customer loyalty?
OnePlus' Track Record with Smartphone Issues
Before discussing the recent concerns, it's essential to look at the brand's history of problems. Over time, OnePlus users have encountered various issues with both chargers and smartphones. A couple of years ago, one of the phones reportedly exploded, and newer models have experienced a green line problem. Currently, the motherboard failures are the latest concern affecting OnePlus devices.
The Motherboard Crisis
The latest problem, unlike some previous ones, is affecting numerous users. For instance, owners of the OnePlus 10 Pro 5G have reported lagging and overheating issues. In some cases, the motherboard has entirely failed, necessitating costly repairs—one user reported a repair cost of 42,000 INR or 500 US dollars. These issues have disappointed even long-standing loyal customers, casting doubt on the brand's build quality and suggesting possible hardware deficiencies.
OnePlus' Response
OnePlus has acknowledged the motherboard issues affecting its users, particularly with the OnePlus 9 and OnePlus 10 Pro models. The company has initiated an investigation to resolve the problem swiftly. Recognizing the high cost of motherboard repairs, OnePlus is also working on reducing these expenses. They urge customers experiencing this problem to contact customer service for assistance.
Steps for Rebuilding Trust
Addressing the issue is only the first step for OnePlus. To reassure its customer base, particularly for those who invested in premium devices, OnePlus could consider offering extended warranties and free repairs if critical hardware flaws are identified. If a software update could alleviate some issues, that would be a positive move. Even if extended warranties and free repairs aren't feasible, making repairs more affordable could mitigate customer dissatisfaction. Spending 500 US dollars on a repair can be harder to justify than purchasing a new, decent phone.
