OnePlus will now offer lifetime screen warranty to address green line issue

Update, August 17, 2023 (11:00 AM ET): OnePlus has provided a second statement for users in the US and Europe. The same has been added to our original article (published on August 9, 2023) below.

Over the past year, we’ve seen an increasing number of reports from consumers complaining about permanent green lines appearing on their AMOLED smartphones. As we discovered during our investigation into the issue, the green line display problem appears to affect older AMOLED smartphones across various phone manufacturers, price brackets, and operating systems. To address the growing number of complaints, smartphone manufacturer OnePlus is now offering customers in India a lifetime screen warranty across its own affected devices. Further, select users may also be eligible for an upgrade discount.

Lifetime screen warranty for OnePlus devices

In a statement to Android Authority, a OnePlus spokesperson told us it will offer a “lifetime screen warranty on all affected devices.” As we clarified with the company, this policy is only applicable to customers in India at the moment. The full statement is as follows:

“We realize that this issue has caused a great deal of inconvenience to the affected users, and we apologize for it. In line with our unwavering commitment, we encourage users to visit the nearest OnePlus service centre for device diagnosis, and we will provide free screen replacement for all devices affected by the situation. On select OnePlus 8 and 9 Series devices, we are also offering a voucher that will provide the user with a fair percentage of the device value to upgrade to a new OnePlus device. In light of the current situation, we are now offering lifetime screen warranty on all affected devices. Thank you for your understanding and support.”

OnePlus further clarified that the “lifetime screen warranty” applies to any OnePlus phone affected by the green line issue in India, not just selected devices.

We contacted OnePlus US and Europe to ask if there are plans to expand this policy in these regions. Their statement makes no mention of the policy extending to the US and Europe. The statement, as shared on August 17, 2023, is reproduced in full below:

“We deeply understand the inconvenience caused to the affected users by this issue, and we sincerely apologize for it. At OnePlus, we highly value user feedback and strive to provide a burdenless experience to our community by upholding the highest standards of quality and reliability across our product range. If you encounter any vertical line issues with the display during your regular use of our product, we kindly request you to contact our service team for thorough testing and diagnosis. Rest assured, we are fully committed to resolving this issue for you in the most appropriate manner.”

While the lifetime warranty is not extended to these regions, it is still worth a shot approaching customer care for a resolution.

Upgrade discounts for select OnePlus devices at select locations

Prior to the confirmation of lifetime screen warranties for affected users, we had reached out to OnePlus for a statement on the company’s broader policy on the green line issue. More specifically, Telegram users @atharvak5 and @docnok63 brought to our attention several announcements posted at OnePlus Exclusive Service Centers. These notices informed customers about an upgrade discount if they are affected by the green line issue.

According to this announcement, OnePlus is offering OnePlus 8 Pro, 8T, 9, and 9R owners with a green line fault a discount voucher to upgrade to a new OnePlus smartphone.

OnePlus confirmed to us that these upgrade discounts are indeed correct, though are once again only applicable to India at the moment. They are further affected by the availability of spare parts at the specific stores, as some locations could still offer screen replacements.

Replacement devices must be purchased through the OnePlus India website (and not through other online or offline retailers). Further, there is an incentive to opt for the India-exclusive OnePlus 10R, as the company is offering a further discount. The discount values mentioned are in Indian Rupees.

The announcement mentions that the company does not have enough spares for these affected devices as they are approaching the end of their lifecycle. So instead of offering no solution at all, consumers have some reprieve.

What this means for OnePlus phones with the green line fault

With the announcement around a lifetime screen warranty and the promise of device replacements in certain locations, users jumping to a new OnePlus phone in India can breathe a sigh of relief.

Interestingly, the announcement does not mention the condition of use of the affected phone. In some cases, especially for older devices that haven’t been handled well and hence won’t fetch good resale value, we believe it may be in the consumers’ better interest to take the phone upgrade.

There are phones that have been left out of the upgrade offer. Devices like the OnePlus 8, 9 Pro, and the entire OnePlus 10 and 11 series are not mentioned, for example. We presume that either these devices are not as affected by the issue or that the company has enough spares in stock to meet its warranty obligations toward screen replacements.

What about the green line issue on other phones?

We’ve seen evidence of the green line issue affecting various Android phones from different companies, even though social media outrage may have been directed toward select manufacturers. So far, companies have been overtly cautious about announcing any sort of widespread official policy for affected consumers.

This announcement from OnePlus is one of the first to address the green line issue. Here’s hoping that other OEMs also announce relief for affected consumers.