Formal complaint regarding a serious and recurring call quality issue with my HONOR Magic V6, purchased in July 2026.
Formal complaint regarding a serious and recurring call quality issue with my HONOR Magic V6, purchased in July 2026. 1. Description of the Problem Since purchasing the phone, I have experienced this problem on more than 150 occasions. During regular phone calls, my voice suddenly becomes distorted, interrupted, or completely inaudible to the person I am speaking with. This may happen after one, two, or three minutes, or randomly at any point during a conversation. Although the issue does not occur during every call, its frequency makes the phone increasingly unreliable. To document the problem, I arranged for a conversation to be recorded using another phone. The video and audio recording clearly demonstrate the poor call quality and interruptions in my voice. 2. My Experience with HONOR Technical Support I initially visited an HONOR retail and technical support point in Doha, followed by further contact with HONOR customer service and the complaints department. Unfortunately, my experience with technical support was disappointing. The technician performed a brief test lasting approximately two minutes, with the assistance of a colleague. Based on this limited test, he initially informed me that there was no apparent problem with the microphone, software, or hardware. However, I insisted that the issue was real and provided the recorded video demonstrating the interrupted and distorted audio. After reviewing this evidence, the technician suggested that the issue might be related to network coverage in certain areas of Qatar. He later recommended uninstalling and reinstalling the phone's software. I found these explanations inconsistent, particularly as no comprehensive or documented technical investigation had been carried out. The technician subsequently asked me to leave my phone at the service centre for several days. Given the limited testing, conflicting explanations, and absence of a written technical report, I was not comfortable accepting this arrangement. The complaints department also contacted me several times, requesting that I leave the phone at the technical service centre for several days. As a customer who purchased an expensive, premium smartphone, I expected a more professional, thorough, and transparent approach. Unfortunately, these experiences have significantly affected my confidence in the technical support provided. To date, no clear or satisfactory solution has been offered. 3. My Formal Requests In light of these circumstances, I respectfully request that HONOR Qatar: 1. Replace my HONOR Magic V6 with a new device. Given the repeated communication failures, inconsistent technical explanations, lack of sufficiently thorough investigation, and disappointing customer service experience, I believe this is a reasonable and appropriate resolution. Unfortunately, the handling of my complaint so far has seriously affected my confidence in the reliability of the phone and the technical conclusions provided. 4. Conclusion Based on my very disappointing experience, I cannot recommend HONOR Magic V6. I strongly advise potential customers to carefully consider the device's reliability and HONOR's after-sales support before purchasing.