[vtua]

@west coast: Would you mind sharing the phone numbers you have gathered?

[vtua]

FYI: New York, it's time to speak out for your right to repair—the Fair Repair Act

[vtua]

After not getting much luck by contacting the Hotline, I sent an email to support (honor.us@huawei.com) requesting to provide evidence of liquid damage and to address damage introduced by the repair technician. And surprisingly I have got a response. Regardless that it is poorly written and does not contain much information that was not known already, it is a written confirmation of long pending escalation with a new ticket number. At least now, it looks like it will be possible to follow up via email.

[dpham00]

That's great news! At least there is some follow-up, granted you still have a long way to go.

[Morty2264]

Glad that you at least got a response! Keep us posted! Hopefully things continue on from here.

[vtua]

The more I am digging in, the stronger my wonder if anyone ever in modern history was able to fix anything under Huawei Device USA Inc. Limited Warranty.

[west coast]

The below link lists the numbers for Huawei. Look under Huawei Device USA Headquarters

Huawei United States - Contact Us

[vtua]

I am not sure how it's possible, but clearly the customer service of this poor company is just nonexistent. I followed up on my original request and wanted to get to know when I should expect an update on my case, that is pending for over 2 months now. And the reply just left me in stupor. Maybe you guys could help me understand what it all means.

[Morty2264]

That's... Weird. I don't understand how they don't seem to have any updates for you - it's almost as if they don't even know which case to which you're referring. This is a very poor excuse for customer service.

[vtua]

Another follow up with more or less the same outcome:


Clearly the company cannot providing any evidence that the fault was caused by liquid and not an existing fault.

[vtua]

By virtue of conducting abusive business practices (i.e. not being able to providing evidence of liquid damage, not fulfilling the obligations set by the Limited Warranty, and not addressing the additional damages introduced by the repair team), the Huawei Device USA Inc. is breaking the U.S. consumer protection law. This leaves no other option but taking the case to the court.

[Kelvin N]

The water damage could be that the Headphone jack port is indicating purple color.If i remember correctly thats where some manufacturers place the indicator on closed phone now.

[vtua]

Finally, the customer service sent me a picture of an opened phone. There is no explanation provided as to what the picture shows, besides: "we attached the picture and also we added some red circles to help you identify the liquid damage." I do see there is something going on around the fingerprint scanner, but I am not an expert to say what it may mean. I suppose the scanner might be a weak point of the phone, allowing moisture to penetrate inside. @Kelvin N: I was also under impression that there should be humidity indicator(s) somewhere (even one of the representatives mentioned that upon inspection it was activated), but they seem to do not draw the conclusion from an indicator. Not sure even there is any inside the Honor 8. What does the picture tell you, folks?


Customer service still did not address the damages introduced by the technician nor provided a formal resolution on the ticket.

[vtua]

I was glad to know that the Office of the Attorney General have picked up the complaint. I hope they will be able to obtain a statement of Huawei's position.
AG_Office.pdf

[dpham00]

Thanks for keeping us posted. I really hope that Huawei picks up the ball here.

[vtua]

Hope people, who may be in the same situation now or those who may run into it in the future, would find this information somewhat helpful.

[Djlarocca]

Ugh, such a headache. Thanks for keeping us posted.

[mohammad zeeshan1]

i had the same experience. huawei company didnt repair my device which had wifi issue. They asked for 15000 rs for repair. if they are charging us for repair then warranty is useless.

[Aljean Thein]

Was yours under warranty still ?

[dpham00]

i had the same experience. huawei company didnt repair my device which had wifi issue. They asked for 15000 rs for repair. if they are charging us for repair then warranty is useless.

What was their justification for charging you?

[dpham00]

Was yours under warranty still ?

That's a good question. It doesn't make sense for them to charge you if you were under warranty

[Aljean Thein]

That's a good question. It doesn't make sense for them to charge you if you were under warranty

Exactly. They shouldn't charge you at all

[vtua]

Exactly. They shouldn't charge you at all

Sure they can do that. Huawei Device USA Inc. Limited Warranty has plenty of holes, allowing it to be voided. For instance, as per Section 7A:

7. This warranty does not cover damage resulting from:
a) Abuse, accident, misuse, improper storage, exposure to liquid, moisture, or dampness.

These clauses are open for interpretation, which is not in favour of the customers.

[dpham00]

Sure they can do that. Huawei Device USA Inc. Limited Warranty has plenty of holes, allowing it to be voided. For instance, as per Section 7A:


These clauses are open for interpretation, which is not in favour of the customers.

You are right but unfortunately, I believe that most smartphone manufacturers have similar clauses.

[vtua]

You are right but unfortunately, I believe that most smartphone manufacturers have similar clauses.

That may be true that other manufacturers have some sort of a wording like that. But what's really unfortunate is that Huawei is hiding behind such wording to shy away from the warranty repair.