Some owners of the OnePlus 5 have encountered a major problem with the device. Rather than offer a fix, OnePlus denied there is a problem.
Several users of the OnePlus 5 have reported that when scrolling through apps, the phone's screen displays a strange "jelly-like" effect that makes it disorienting and difficult to read. One forum-goer described it as trying to read while drunk. Doubtless, this is a frustrating experience for users, but, even more frustrating, is OnePlus's response to the problem which is basically to tell customers "that's not a bug; its a feature."
"The OnePlus 5 uses the same level of high-quality components as all OnePlus devices, including the AMOLED display," said a spokesperson for the company, "We've received feedback from a small number of users saying that at times they notice a subtle visual effect when scrolling. This is natural and there's no variance in screens between devices."
Some users on the OnePlus forum have said that the issue went away after a software update, but other users, posting on the same day, still had complaints. In terms of an official response, one user claims having tried to contact customer service about the issue and getting the same response that was quoted above so, as of right now, it appears that the company is unwilling or unable to fix this problem.
OnePlus's Record On Customer Service
OnePlus states that this jelly screen effect isn't really a problem which means the company is unlikely to offer a fix. That means users either have to make use of the company's 15-day return policy or simply learn to live with the problem. This is less than ideal as the OnePlus 5 is, by most accounts, a really good phone. Unfortunately, frustrating responses appear to be the norm for OnePlus's customer service.
For all of its strengths, and OnePlus has many, the company's customer service has always been a weak point for some. Numerous posts on the official OnePlus forums, Reddit, and review sites have chronicled people's issues with OnePlus's record on customer service. Obviously, no company is perfect and there are plenty of people out there who just like to complain for no reason. We've all had to deal with them in our lives, but OnePlus seems to get a lot of complaints in this regard.
To an extent, OnePlus's customer service woes have been explained via arguing that the company is new and small, so consumers have been willing to get them some slack, but this is OnePlus's 6th handset so they aren't exactly new to this game. Besides, no one is demanding that OnePlus be perfect, but better customer service would go a long way toward addressing this issue and some others.
Overall, OnePlus makes great phones so it's a shame to see the company dragged down by policies that are not exactly consumer-friendly.
For an example of the screen jelly effect, check out the video below.