Last night was certainly a long one at OnePlus HQ. We finally launched our pre-order system, a historic chapter in the story of OnePlus. This has been something we’ve been working on for months in order to deliver a better experience for users who desired an alternative to invites.
Tens of thousands of Ones are now on the way to users who successfully placed their orders and we’re thrilled they’ll soon receive their brand new phones. But we are also fully aware that the execution and experience for many of our fans was unacceptable. Despite a dedicated hardware platform set up for the event, our servers still had difficulty with the surge of traffic received when the pre-orders opened.
This is certainly not how we wanted to kick off our first ever pre-order and we are exceptionally sorry for the inconvenience caused to so many users. As we aim to always be fully transparent and honest with our users, we want to explain where we went wrong.
In the lead up to opening our pre-order window, we more than doubled our server capacity to handle the expected traffic. However the amount of people signing in to submit pre-orders caused them to hang at certain points in the process, leaving many users unable to log in.
As more people signed on, the backlog of connections piled up and created a bad experience for many visitors trying to access the site. This left far too many users frustrated, disappointed and order-less. We have spent the past 24 hours identifying the weak points that led to this and mapping out a strategy to address them.
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 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.