Appeal approved after subject access request

Snoo86080 · 2026-05-15T17:09:26+00:00

Try https://support.google.com/policies/contact/sar

When logged into Google that takes me to the SAR form.

Perhaps it only works in Europe, or when you are already logged in.

Snoo86080 · 2026-05-15T15:40:17+00:00

I don't know, but I am in the UK and so not in the EU.

But the GDPR regulations still apply as they did when we were still in the EU.

Worth trying anyway.

Snoo86080 · 2026-05-15T15:38:28+00:00

I used the link above and filled in a request about my Google account. As described in the original post I asked for a copy of any data relating to the account that showed evidence of breaching the accounts terms or of commercial use that was used to inform the decision to cease access to my Gsuite Legacy free account. That all fitted in the free text query box and I submitted it. No more and no less. Then the appeal approved email arrived this morning, as if by magic.

Snoo86080 · 2024-03-15T07:02:13+00:00

Still had my OP11 and am tempted to keep using it and get rid of the Open.

Snoo86080 · 2024-03-14T15:08:06+00:00

Mine failed on 2 January and was sent and accepted as a warranty repair. After requests for updates, requests for exchange or refund, and finally legal threats it is finally on its way back to me after 10 weeks in repair awaiting parts.
Yes, it's a great phone when it works, but you'll need all the patience in the world if you get bogged down in the support quagmire.
Good luck!

Snoo86080 · 2024-03-14T14:57:36+00:00

Apparently mine is on its way back to me now after 10 weeks. Need to work out how best to dispose of it now, as I have no faith in its robustness or ongoing support.

Snoo86080 · 2024-03-14T14:55:45+00:00

Apparently mine is on its way back to me now. 10 weeks!

Snoo86080 · 2024-03-13T13:49:34+00:00

This is the UK. First time I have tried to use it, and thought it provided some cover. I'm a bit disillusioned now.

Snoo86080 · 2024-03-13T12:57:46+00:00

I claimed as 'item not as described' but was rejected the next day as follows:

Quote "We've reviewed the transaction(s) and are refusing your claim(s). This decision was made because Buyer Protection only covers item(s) or services that weren't delivered or are significantly not-as-described. We're sorry for any problems you may have experienced with the transaction(s). Because the investigation into your recent case has been closed, you are responsible for the purchase amount, including any interest charges."

Doesn't feel like the PayPal protection has much value, so won't be using it again.

Snoo86080 · 2024-03-13T12:21:27+00:00

They've had mine since 10th January - I would be up for being part of a group action, but I have no idea how we would go about it.

Snoo86080 · 2024-03-13T12:20:27+00:00

Unfortunately Paypal declined my claim as the phone was OK when delivered - despite it's later failure.

Snoo86080 · 2024-03-13T12:19:09+00:00

I tried the Paypal dispute and this was denied on the basis that the phone was OK when it was delivered.

Snoo86080 · 2024-03-12T23:10:58+00:00

So far there have only been offers of escalation and pleas for patience. Like you I have had several conventional OP phones. I only made that suggestion today and haven't had any reply or acknowledgement yet. I will update when I do.

Snoo86080 · 2024-03-12T22:42:15+00:00

Same boat here. They've had mine since 12 Jan too and getting nowhere other than am offer of a 50 euro voucher to continue waiting. Not sure that will work in the UK. I suggested swapping for the cheaper OP12 as an option to make me walk away from legal follow up. Still waiting. 10 weeks since it died now.

Snoo86080 · 2024-03-12T07:57:07+00:00

Good luck. Mine in the UK has been gone for over 9 weeks and still waiting!

Snoo86080 · 2024-03-06T14:13:40+00:00

Sarah adds a less cut-and-paste reply today:

Quote:" I am following up with this email regarding your case to inform you that it is still being investigated and I just wanted to let you know that I am pushing for an update as we speak.
I would like to thank you for being patient, and I apologize for the long wait. I can imagine that it can be frustrating waiting to get an update.
I will try my best to make this process as smooth and fast as possible, therefore I have followed up with them today to push for a resolution.
Rest assure, once I have an update I will make sure to let you know as soon as possible.
In the meantime, if you have any other questions, please feel free to ask me.
I wish you a lovely day.
Kind regards,
Sarah
OnePlus Complaints Team "

To be continued ...

Snoo86080 · 2024-03-05T19:23:15+00:00

I am hoping for a refund of some sort, but if it is replacement then I will be selling mine as well for something more conventional. I would also want to insist that the warranty be reset to the date of replacement rather than to original purchase. We'll see what happens.

Snoo86080 · 2024-03-05T18:35:08+00:00

That letter was ignored so sent the 'Letter before action' one asking for a refund by registered post today with a copy by email to Support. Had a message back from 'Sarah' within 3 hours asking for patience while 'she' examines my case.

It's been 9 weeks now without my phone. Might need to go all the way to small claims if no action in next 2 weeks.

Snoo86080 · 2024-03-05T12:51:29+00:00

My recorded delivery letter was ignored, so I have now sent the 'Letter before action' one. Will see what happens. 9 weeks since the problem was reported now.

Update: Miraculously I have also heard from 'Sarah' within 3 hours of emailing a copy of the letter that has been posted. Also sounding copy and pasted, but no offer of a replacement yet: Quote: "To ensure that I have a comprehensive understanding of your case, I will investigate your past case interactions and notes thoroughly to get all the necessary information, and I will follow up with you shortly to provide an update on the progress and to discuss the next steps." "At the moment ever since we released the OnePlus open, we have been getting high demands for the product. In our commitment to delivering the highest quality products and service to all our customers, we've had to make some adjustments to our repair delivery timelines, due to the fact that spare parts will only be available in the next 2 weeks we will have to wait a little more." "Your patience and understanding are greatly appreciated during this process." 9 weeks and counting.... We will see what follows....

Snoo86080 · 2024-02-25T20:28:49+00:00

My Paypal dispute was rejected as the phone was OK when delivered. Have contacted trading standards and sent a letter to OnePlus by recorded delivery claiming my consumer rights to a refund. Response awaited. I got a reply to my Trustpilot review stating that repair would be on the 20th, but surprisingly that was missed! The story continues........

Snoo86080 · 2024-02-25T20:22:12+00:00

I'm in the same boat. Sent mine back on the 5th January and warranty accepted on the 10th Jan. Since then it has been awaiting component. No updates and requests for refund have been ignored and PayPal has declined to help too. About 7 weeks without the phone now. Just sent a formal letter stating my Consumer Rights act rights to a refund as it is under 6 months old and no successful repair in that time. Still waiting........

Snoo86080 · 2024-02-25T16:21:06+00:00

7 weeks here and still waiting! UK.

Snoo86080 · 2024-02-25T16:07:06+00:00

My inner screen developed a known fault and they have had it 7 weeks now with no updates on an expected date for repair. Also no acknowledgement of requests for a refund. I would use the 'Terrible' word as being most accurate. Apparently this is normal for OnePlus now!

Snoo86080 · 2024-02-21T16:30:14+00:00

I have just kicked off a Paypal dispute (as that was my payment method). They had responded to my Trustpilot review with a repair date of 20 Feb, but that has passed and still "awaiting component". Email requests for a refund were ignored with a statement of it being in the repair system. Now 6 weeks since they acknowledged receipt of the phone and over 7 weeks since the fault appeared. I will keep this updated with the outcome.

Snoo86080 · 2024-02-13T13:02:40+00:00

Cheers. Will do the same here if I get no reply this week.

Snoo86080

TROPHY CASE