The worst customer service I have experienced from a major brand
My HONOR foldable phone developed a serious inner-screen failure, including a black line, constant flickering and extensive screen leakage. The phone can no longer be used normally. HONOR rejected my warranty claim after its repair centre identified some scratches, hinge wear, a small frame dent and an alleged mark on the inner screen. However, neither HONOR nor the repair centre has explained which mark actually caused the screen failure or provided convincing technical evidence connecting the two. The customer service has been appalling. I repeatedly asked clear and reasonable questions about the inspection, measurements, diagnostic tests and possible manufacturing or hinge-related defects. Instead of answering them, customer-service representatives repeatedly sent generic replies stating only that “physical damage” had been found. I requested a management-level review, hoping that somebody senior would properly examine the evidence. Unfortunately, the manager simply repeated the same decision, relied entirely on the repair centre’s report and directed me back to the repair centre for information that HONOR itself was relying upon to reject my claim. It felt as though nobody was willing to take responsibility or genuinely investigate the problem. The responses were repetitive, dismissive and failed to address the central issue. My request is very simple: I only want to be able to use my HONOR phone normally. I am not asking for anything unreasonable—only a proper assessment and an appropriate repair so that an expensive phone can function as it should. Both the product reliability and HONOR’s after-sales service have been deeply disappointing. I would not buy another HONOR phone and cannot recommend the brand based on this experience. I am now taking the matter to Advice Direct Scotland.