Joined Sep 2005
L10: Grand Master
Forum Thread
Huawei does not honor its warranties
January 27, 2017 at
06:30 AM
I have an Honor 5x. I sent it in for repair of two issues (that I had documented to them with pictures) in mid Dec. With no explanation (even after I requested one) they fixed only one issue and sent it back. The other issue is a very strong image ghosting on all dark screens. Everything on the homescreen --icons, google search bar, wallpaper--shows up on the dark screens, like Notifications. When asked why it wasn't fixed, I never heard from the service dept. Every agent I spoke with agreed it was an issue and the phone should have been replaced. But a supervisor claims it is not an issue, so I'm just supposed to accept that.
A couple days after getting the phone back, I started having serious dropped calls issues. Then proximity sensor issues. I strongly suspect that their service dept may have caused these issues when they had my phone. I never had them before that. An agent told me they were starting another RMA after they saw my file and saw all the lies I'd been told and apologized. They said they were sure the phone would be replaced with a new one. I received the RMA emails and was told the shipping label would be arriving within 48 hours. It never came. I waited through the following weekend and went on their chat, because for some reason whenever I called them (on two different phones, one a google voice) it said their number wasn't working. The agent in chat thought what I was going through was awful and that he would escalate it again. Again I heard nothing and got no label. I contacted them 2 days later and got more of the same, only this time the supervisor tried to blame the dropped calls on my provider. She said to email her the signal strengh of the phone (something we could have done while we were talking). It turned out to be just another stall tactic since I never heard from anyone again.
This kind of runaround had already been going on for over 5 weeks. Each time an agent promised an admin (4 separate times) would be calling me within 48 hours and each time they left me hanging. When I finally got one on the phone (I had to use a friend's phone, indicating they had actually blocked my numbers. I still can't call them with my phones, btw), I found they had cancelled the RMA "for approval" without notifying me. They are focusing on the ghosting issue, which they still insist is not an issue, and when I brought up the other issues --dropped calls and proximity sensor--they had no answer and just said they are not replacing my phone. And that was it. My warranty is still in effect until July, for whatever it's worth.
I intend on filing with the BBB and any other agency I think might put pressure on them. Apparently they realized I wasn't accepting their BS and tried to block me from communicating with them. What kind of company treats their customers this way? Aren't they legally obligated to address my phone's issues, especially if they may have caused a couple of them?
A couple days after getting the phone back, I started having serious dropped calls issues. Then proximity sensor issues. I strongly suspect that their service dept may have caused these issues when they had my phone. I never had them before that. An agent told me they were starting another RMA after they saw my file and saw all the lies I'd been told and apologized. They said they were sure the phone would be replaced with a new one. I received the RMA emails and was told the shipping label would be arriving within 48 hours. It never came. I waited through the following weekend and went on their chat, because for some reason whenever I called them (on two different phones, one a google voice) it said their number wasn't working. The agent in chat thought what I was going through was awful and that he would escalate it again. Again I heard nothing and got no label. I contacted them 2 days later and got more of the same, only this time the supervisor tried to blame the dropped calls on my provider. She said to email her the signal strengh of the phone (something we could have done while we were talking). It turned out to be just another stall tactic since I never heard from anyone again.
This kind of runaround had already been going on for over 5 weeks. Each time an agent promised an admin (4 separate times) would be calling me within 48 hours and each time they left me hanging. When I finally got one on the phone (I had to use a friend's phone, indicating they had actually blocked my numbers. I still can't call them with my phones, btw), I found they had cancelled the RMA "for approval" without notifying me. They are focusing on the ghosting issue, which they still insist is not an issue, and when I brought up the other issues --dropped calls and proximity sensor--they had no answer and just said they are not replacing my phone. And that was it. My warranty is still in effect until July, for whatever it's worth.
I intend on filing with the BBB and any other agency I think might put pressure on them. Apparently they realized I wasn't accepting their BS and tried to block me from communicating with them. What kind of company treats their customers this way? Aren't they legally obligated to address my phone's issues, especially if they may have caused a couple of them?
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Does it Count if it's made on a
Huawei phablet/table ?
A couple days after getting the phone back, I started having serious dropped calls issues. Then proximity sensor issues. I strongly suspect that their service dept may have caused these issues when they had my phone. I never had them before that. An agent told me they were starting another RMA after they saw my file and saw all the lies I'd been told and apologized. They said they were sure the phone would be replaced with a new one. I received the RMA emails and was told the shipping label would be arriving within 48 hours. It never came. I waited through the following weekend and went on their chat, because for some reason whenever I called them (on two different phones, one a google voice) it said their number wasn't working. The agent in chat thought what I was going through was awful and that he would escalate it again. Again I heard nothing and got no label. I contacted them 2 days later and got more of the same, only this time the supervisor tried to blame the dropped calls on my provider. She said to email her the signal strengh of the phone (something we could have done while we were talking). It turned out to be just another stall tactic since I never heard from anyone again.
This kind of runaround had already been going on for over 5 weeks. Each time an agent promised an admin (4 separate times) would be calling me within 48 hours and each time they left me hanging. When I finally got one on the phone (I had to use a friend's phone, indicating they had actually blocked my numbers. I still can't call them with my phones, btw), I found they had cancelled the RMA "for approval" without notifying me. They are focusing on the ghosting issue, which they still insist is not an issue, and when I brought up the other issues --dropped calls and proximity sensor--they had no answer and just said they are not replacing my phone. And that was it. My warranty is still in effect until July, for whatever it's worth.
I intend on filing with the BBB and any other agency I think might put pressure on them. Apparently they realized I wasn't accepting their BS and tried to block me from communicating with them. What kind of company treats their customers this way? Aren't they legally obligated to address my phone's issues, especially if they may have caused a couple of them?
thisthere a tldr?thisthere a tldr?Ironically, my previous phone was a Blu Life One X. Blu has a terrible rep for this kind of thing, yet after sending them a few photos of my phone's issue, they started an RMA, and about a week after they received it, they emailed me to ask if I approved of them sending me a brand new Vivo XL (complete with everything they come with) since they had no Life One Xs. I said yes and they sent it right away.
Btw, I'm pretty sure Huawei is the 2nd largest maker of phones in the world. So they aren't small.
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Looks like he had two issues, they fixed one and sent the phone back. OP kept trying to get them to fix the 'ghosting issue' and they're saying it's not a
bugissue it's a feature. I just had to throw that in there.So he tried escalating it and isn't getting anywhere and now they've blocked his numbers so he had to use a friends phone to call them last time.