HONOR makes customers pay extra for HONOR's mistakes? Unacceptable behaviour
I'm only leaving 2 stars because Diana from customer service was empathetic. Everyone else was not. I bought an Honor70 in November 2022. Just recently in February 2023 this phone was stolen by a pickpocket. I made the decision to re-purchase the same phone. I am a loyal customer. At the time, I was visiting the UK so tried to order from Hihonor.uk. My payment would not go through so I turned to customer service for assistance. I was instructed to try it several different ways: Use a UK card and try again, use a different UK card and try again, clear cookies and try again, try again from my phone instead of a web browser, etc. Nothing worked. Finally they decided that the multiple attempts must have blocked me from ordering. I started this process on a Wednesday afternoon and by Friday I still had no answer from customer service. I lost out on a lot of time and on the deal that was offered. However, I work in customer service and in the event that someone has an issue ordering within the valid period of a sale BUT they are in contact with our team to resolve it, we always honour the promo price for them because it is quite simply the right thing to do if you care about your customers and their shopping experience with your brand. HONOR on the other hand clearly is not bothered. Admittedly I went back to Spain where they have a different website, but let's not pretend that the highest level of management for both the UK and Spain aren't the same person. If there is not one central level of management then they would be different companies altogether. Sorry, but that's just obvious. So while it is not COMMON to handle something across the different sites, it is indeed POSSIBLE, you simply have to want to help the customer, unlike HONOR in this case. I was told the best they could do was offer me a 20 EUR promo code. However, Customer Service agent Kristian (it's spelled with a z somewhere but I don't recall exactly) offered me the 20 EUR voucher AND the 5% code for signing up to promotional emails. Logically he meant I could use them together, (especially since 5% of the total price was MORE than 20 EUR--why would they give me a unique code that is worth LESS than the generic discount offered to everyone who signs up for the mailing list? That makes no sense) but in fact that does not work, only one promo can be used. It's fine if he made a mistake in assuming they could be used together, but when I told this to customer service they tried to make me sound crazy which is really uncalled for when I am trying to spend money on your product. HONOR appears to be happier to lose out on 377 EUR than simply give me a promo code for 72 EUR to rectify this simple situation. They stood by the fact that in Spain I would be getting additional gifts. While these are worth money, but that would entail me putting in the time and effort to sell them in order to get the correct price I would have paid for the phone in the first place if customer service had been able to assist me properly from the outset. So you are putting the onus on the customer's head to pawn items for cash when realistically you could just give me the code I asked for and keep your extra gifts for yourself (as it is the website states "while supplies last", so save these for someone who wants them and give me my discount). At the end of the day I have not yet bought a new phone because I was holding out on a favourable response from HONOR. With no further response as they have decided this promo code was "the best they could do", I am now writing here in hopes that upper management will take seriously this lack of professionalism from HONOR's customer service team. There has evidently been a lack of training which led to them suggesting so many different attempts to purchase which got me blocked from purchasing. Then there was a lack of training as I was told I could use 2 promos together, this was false. Then there is a lack of training in how to respect a customer's time and loyalty (I should not be punished for your team's lack of training). And lastly, being made to feel stupid by your team when really you are the ones being unreasonable is actually pretty embarassing on your part. This whole experience has reflected very poorly on HONOR's customer appreciation I feel really disappointed. I'd like to give HONOR one last chance to make things right and email me a proper response with the promo code I asked for. Let's be clear that my Trustpilot rating is for my CUSTOMER EXPERIENCE based on interacting with the customer service team and not the product. I would just like to have the purchase I tried to complete for the price I tried to complete it for. I entered into a sales agreement with HONOR and their own incompetence caused me to lose it. Unfair business, but with the chance to fix it. Thanks! Felicia M