Joined Sep 2005
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Forum Thread
Huawei does not honor its warranties
January 27, 2017 at
06:30 AM
in
Tech & Electronics
(4)
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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Sorry, but Chinese ppl are NOT known for good customer service! That's not racism because I'm Asian. It's just how it is.....hence, if you ever go to Chinatown or any Chinese store, don't expect a good exchange/return policy. It'll never happen! They'll laugh in your face!
Sorry, but Chinese ppl are NOT known for good customer service! That's not racism because I'm Asian. It's just how it is.....hence, if you ever go to Chinatown or any Chinese store, don't expect a good exchange/return policy. It'll never happen! They'll laugh in your face!
Sorry, but Chinese ppl are NOT known for good customer service! That's not racism because I'm Asian. It's just how it is.....hence, if you ever go to Chinatown or any Chinese store, don't expect a good exchange/return policy. It'll never happen! They'll laugh in your face!
Hence, how the company values customer loyalty and customer service will trickle down to all facets of the company's dealings with both their partners, vendors, and customers.
Hence, how the company values customer loyalty and customer service will trickle down to all facets of the company's dealings with both their partners, vendors, and customers.
However their repair center (and I presume offices) is in Texas. Their call center is in California. I'm not sure how to proceed with this. I plan to file a report with the BBB, so I guess that would be in Texas. I'm trying to figure out what agency or commission governs companies like this.
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However their repair center (and I presume offices) is in Texas. Their call center is in California. I'm not sure how to proceed with this. I plan to file a report with the BBB, so I guess that would be in Texas. I'm trying to figure out what agency or commission governs companies like this.
For example, Toyota Prius's have an oil burning issue. After about 75k miles, they ALL burn oil. The company, however, considers up to 1 qt of oil burned per month as "normal". The warranty won't cover it and no one has considered filing a class action lawsuit because the likelihood of winning is low since it's not a major issue that affects public safety.
You can file with the BBB but they have zero power to do anything. Your only recourse would be small claims court....but good luck with that one! Regarding the fact that you're the only one with your issue, that actually plays against you. If it's a common issue, there's more chance that it'll be addressed.
Good luck to you though.
For example, Toyota Prius's have an oil burning issue. After about 75k miles, they ALL burn oil. The company, however, considers up to 1 qt of oil burned per month as "normal". The warranty won't cover it and no one has considered filing a class action lawsuit because the likelihood of winning is low since it's not a major issue that affects public safety.
You can file with the BBB but they have zero power to do anything. Your only recourse would be small claims court....but good luck with that one! Regarding the fact that you're the only one with your issue, that actually plays against you. If it's a common issue, there's more chance that it'll be addressed.
Good luck to you though.
She told me she was establishing some sort of in house dispute, which might be something like you mentioned. However, I can't imagine them giving me more than I spent with my card, which was $98. I got it on Prime Day, so I paid a total of $129. And to replace the phone would cost at least $160, and that's on sale. It's on sale for that price now, btw.
I think I'm going to revert it back to 5.1 and see if that solves the issues. The ghosting issue arose about 2 weeks after I got the update. The proximity sensor issues arose soon after I got it back from Huawei after they "repaired" it. Talk about irony: they are refusing to repair a phone that they may have damaged.
Huawei is a huge company. It's not like they can't afford to replace the phone.
She told me she was establishing some sort of in house dispute, which might be something like you mentioned. However, I can't imagine them giving me more than I spent with my card, which was $98. I got it on Prime Day, so I paid a total of $129. And to replace the phone would cost at least $160, and that's on sale. It's on sale for that price now, btw.
I think I'm going to revert it back to 5.1 and see if that solves the issues. The ghosting issue arose about 2 weeks after I got the update. The proximity sensor issues arose soon after I got it back from Huawei after they "repaired" it. Talk about irony: they are refusing to repair a phone that they may have damaged.
Huawei is a huge company. It's not like they can't afford to replace the phone.
So, I don't know how they're going to handle it. Also, you have to submit the warranty card/info to the CC when you file a claim under the CC extended warranty program. If there's no warranty card and/or warranty info with your purchase, I have no idea how they'll handle this!
So, I don't know how they're going to handle it. Also, you have to submit the warranty card/info to the CC when you file a claim under the CC extended warranty program. If there's no warranty card and/or warranty info with your purchase, I have no idea how they'll handle this!
I only know one thing for sure: I don't care how nice or what a good value a Huawei phone is, I'd never buy another, unless I was going to root it and void the warranty anyway.
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Btw- if the extended warranty doesn't work, have you tried to file a repair claim with discover also? This also might only occur after the warranty expires, but something to take a look at.
Also try posting at huawei's social pages- that seems to get them to respond at times.
hope it all works well for you.