OnePlus India — unsatisfactory response to warranty service request for oneplus tv

I am writing to express my dissatisfaction with the service I have received for my OnePlus TV Y 43 Y1S Pro E6230074D5NX00527, which is still under warranty. Despite numerous attempts to resolve the issues, the problems persist, causing significant inconvenience and frustration.

I have also written an email to OnePlus to inform them about the rude behavior of the customer service representative and the engineer. However, they failed to address this issue. The engineer, who answers the call, states that he cannot speak to the customer directly. He instructs us to inform the customer service about our TV issues. Moreover, he considers himself too high-class to visit my location. Instead, he hires another repair person and only communicates with them over the phone. It's hard to imagine the type of service we are receiving from OnePlus.

**Details of the Complaints:**

1. **First Complaint (INSI[protected]**: Filed on 18/05/2024 regarding a TV malfunction. The complaint was unjustly canceled due to an unfounded allegation of external repair.
2. **Second Complaint (INSI[protected]**: Filed on 19/05/2024 due to persistent malfunction. The complaint was again canceled based on the same incorrect allegation of external repair.
3. **Third Complaint (INSI[protected]**: Filed on 22/05/2024. An engineer visit was arranged, but the technician was not an official OnePlus representative. The local technician identified a possible PCB issue and ordered a replacement. However, the actual problem appears to be with the panel. After receiving the part five days later, the local repair person assigned by the OnePlus engineer figured out that the problem was related to the panel. He carried the PCB with him and placed an order for the newly diagnosed issue related to the panel. Since then, we have called the customer representative several times. They always say it will take 10 to 15 days to solve the problem. This means that from the day I call them, it will take 10 to 15 days to resolve the issue. If I call them today, it will take another 10 to 15 days from today.

**Concerns:**

- **Incorrect Allegations**: I have been repeatedly and falsely accused of hiring an external repair person.
- **Unqualified Technicians**: The technicians sent were local repair personnel, not certified OnePlus engineers, leading to an incorrect diagnosis and unresolved issues.
- **Delays**: There have been significant delays in ordering parts and attempting repairs, and the problem still persists.
- **Customer Service**: I have received rude and unhelpful responses from customer service representatives. The engineers have been unwilling to communicate effectively.

I kindly request that my complaint be addressed promptly and my TV be repaired or replaced as per the warranty terms. I look forward to a swift resolution to these issues.

Thank you for your attention to this matter.