After many months of use without a case, I finally managed to crack the screen of my One Plus 3t. I researched online to try a repair on my own, but eventually, and from my previous experiences in which self-repairs don’t end up as nicely as you might think, I decided to reach out to their support team.
The experience was surprisingly pleasant, relatively fast and not as expensive as I had initially estimated. I will describe more or less the process and dates so you get an idea of what to expect.
To start the process you need to submit a ticket through the official Oneplus customer center website, explaining what repairs your phone needs, in my case my cracked screen. They will reply within a few hours and give you a cost estimate. If you agree to the repairs, they will send you an address in Texas, assuming you are in the US, to where you need to ship the phone.
Once the phone has been received, they will give you a final bill, you need to pay online for the repair bill and then they will proceed with the repairs and mail the phone back to your address. My phone also needed a case replacing, apparently, upon impact, the framing body had been deformed to the point where the new screen wouldn’t fit, so that made the repairs a little more expensive.
- May 12: opened a ticket with support explaining my screen was cracked
- May 13: Support responded with an estimate of 62.81$ (not including labor and fees). I agree to the repairs.
- May 13: Received an email from Acer (who’s in charge of the repairs for One Plus) with mailing instructions.
- May 15: I mailed my phone using USPS to their repair center in Temple, TX.
- May 18: I get a message informing that the phone has been received.
- May 23: I get an email asking me to pay online for the repairs: screen + case: 133.16$. I paid a couple of hours after.
- May 24: Repairs are completed.
- May 25: Got a FedEx tracking number.
- May 27: I get the repaired phone!
One last thing, in my case they did a complete phone reset, even though it wasn’t necessary, so before sending it to repair, I suggest you take off everything that want to preserve that is not backed up already. Also, my phone was rooted and they didn’t care about that.
Finally, the repair looks great, screen+case makes the phone look brand new, and they included a free phone case so that this won’t happen again.