RMA Warranty Experience SIC
My Oneplus One has a tempered glass protector and a diztronic cover. So when the LCD layer in mine seemed to be damaged (symptoms: partial and permanent artefacts on 1/4 of screen) and no physical cracks or dings anywhere on my phone, I emailed Oneplus Support, especially since it's still within the One Year period.
1. The email correspondence was responsive, although takes a day due to time-difference. Seems that support is based out of Asia.
2. Support will try to get you to reinstall the OS yourself. If problem persists, which mine did, they will request for a remote session.
3. Remote session basically replicated what I did myself, which is to install Oxygen OS. It's only after the remote session fails to resolve the issues, will the Support recommend RMA process.
4. Need a valid shipping addresss. So happens that I was in HK, so I brought in to their logistics (4PX hk) myself and saved on the shipping to them. Once they verified that the physical damaged is not due to user fault or abuse, they sent me a new phone to a HK address.
5. My original was a OPO international with Cyanogenmod logo. The BNIB replacement does not have the logo, so I cannot tell if it's an international or china version. The replacement also seems to come with a film screen protector.