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OnePlus apologizes for pre-order mess

News by Luke Jones on Wednesday October 29, 2014.

android news · smartphone news · luke jones

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The OnePlus One has had its fair share of problems since being announced last year, so we shouldn't be surprised that there have been issues with the pre-order system for the device. The affordable flagship has yet to have a serious roll out despite being on the market for months, along the way there have been marketing missteps, failed launches, and delays to production. OnePlus has now had to apologize for the latest setback.

The device was supposed to be available for pre-order in a unique system where the company only builds the device once the pre-order has been placed. This allowed the company to keep inventory and ultimately costs low. The demand for the OnePlus One is fairly huge, so much so in fact that the pre-order system crashed, with people not knowing whether their order had been placed or not.

The company apologized via a blog post today and explained the issue. It turns out it was just a good old fashioned case of servers not being able to keep up with demand, despite the company doubling capacity ahead of the launch. OnePlus said it is "exceptionally sorry" for the "unacceptable experience". The company revealed it will be trying another pre-order window on November 17th and used the blogpost to explain things further:

On Monday, November 17th at 15:00 GMT, we will open another pre-order window to ensure that anyone who was unsuccessful in accessing our site yesterday can still order the One if they wish. We are taking steps such as enabling more servers earlier and expanding account handling servers to the cloud to create a much smoother process.

By waiting a few weeks, we will have time to ramp up our inventory and implement needed changes. It will also give you a chance to express any questions or feedback you might have so we can really improve this next round.

Please take a moment to browse some questions we received yesterday and feel free to leave us any questions or concerns in the comments section. We are doing everything we can to make this right and very deeply appreciate your support as we work to improve.

Q1: What do I do if two orders were placed and charged under my account while I only meant to place one?

Once orders are in your store account (within 24 hours from placing the order), you have the option to cancel any orders placed.

Q2: Why didn't I receive an order confirmation email?

If you have yet to receive a confirmation email, don't worry, you will receive it within 72 hours of pre-orders closing. However, you can check out details of your order in My Orders.

Q3: Who is Ivan Taninvite?

Ivan is the test name our engineers used as a placeholder. If this appeared during your order before your actual data had a chance to be displayed, rest assured that you were not shown incorrect information nor was your order placed twice. Your information was securely submitted with your order and you will receive a confirmation email very soon.

Q4: My payment went through on PayPal, but I did not receive any information in my OnePlus account?

If your payment was submitted, your order has been placed successfully. It might take some time for the details to show up on your OnePlus account. Please check back in the upcoming hours and throughout the day in My Orders.

Q5: Why does my PayPal transaction history state "no address provided"?

Your shipping address has been stored in our database, and the final shipping address is only entered into PayPal once your payment is finalized. Your order will be shipped out to the shipping address you specified.

Q6: Can I change my shipping address?

Once the pre-order closes, you can change your shipping address - as long as it?s the same name and same country - in your store account up until we?re ready to ship.

Q7: Why does PayPal show my transaction as "Pending"?

This is normal. Your PayPal order will be "Pending" until your pre-order is ready to ship. Don't worry, we will let you know in another email before this changes!

Q8: I'm in Canada, and my order shows my address as United States!

We're so sorry about this! As we ship to Canada via the US, our system mistakenly displayed United States for all Canadian orders. We are double checking all the data to make sure when we restore, users will no longer encounter this error. This may take up to 24 hours from now, but don't worry - your data on record is correct.

source: OnePlus

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About the author

Luke Jones
Luke Jones is the Managing Editor at MobileBurn.com and is the person you need to speak to about the content on the site. Luke studied creative writing at degree level before carving out a reputation as a freelance tech writer. He settled here at MobileBurn, where he reviews devices and contributes to the news, as well as overseeing the site's content and direction.

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