Honor 8 warranty repair inquiry

[vtua]

@west coast: I remembered that prior to receiving the phone back from the repair with the liquid damage letter inside, there was an email sent to me saying that the unit was repaired. I realize that it may be just a system glitch, but wonder if you have received the same.

 

[west coast]

i did receive an email with a tracking number but cannot remember if it said that my "repaired" unit was being sent back. i have tried going back through my emails to find it, but for some reason it is gone. can you send me the email address yours came from so i can search further?

 

[vtua]

I came across an old but interesting article: Phone warranty voided by "water damage"? Here's what to do about it.

"Remember that the burden of proof [of liquid contamination] is on the retailer [Huawei/Honor], and that it shouldn't take court action to have them provide you with evidence of the fault; the law states they have to do so."

 

[vtua]

That's fraud if they are claiming water damage where there is none.

Huawei sure does explore fraudulent practices: first, by not providing customers with any proof of alleged liquid damage; second, by not addressing damages introduced by their repair team; and thirdly, (at least in my case) by not answering the BBB complaint.

 

[west coast]

i have collected all of the phone numbers listed by Huawei for their company and am going to start calling every single one of them until I get someone on the phone who is not in Mexico and who has the authority to do something. The thing is that you have to be extremely persistent and keep calling in order to get it to go anywhere which take a lot of time. In the end, it will take the consumers to stop buying their products in order for it to make a difference. However, my hope is that people read these threads before they purchase so they at least know what they're getting in to.

 

[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.
View attachment AG_Office.pdf

 

[dpham00]

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