HONOR phones are good
HONOR phones are good. HONOR customer service is an absolute nightmare. I want to start by being fair about the product itself. I genuinely like HONOR phones. That is precisely why I became a repeat customer and have bought four HONOR devices. I wouldn't have kept spending my money with them if I didn't think the hardware was good. Unfortunately, my experience of HONOR when something actually goes wrong has completely destroyed my confidence in the company. My Magic V5, costing over £1,100, developed an inner-screen fault when it was less than five months old. It hadn't been dropped or damaged. HONOR/SBE initially classified it as physical damage and wanted £662.32 to repair it. After escalating and arguing my case, HONOR eventually agreed to deal with it without charge. That should have been the end of it. Instead, it was the beginning of weeks of excuses, delays and endless promises that things were being “chased”. Eventually HONOR told me the repair was taking too long because of problems obtaining parts. I was then told in writing that they were replacing the phone directly from their warehouse. They even gave me a tracking number for my replacement. The parcel arrived. It contained MY ORIGINAL BROKEN PHONE, STILL UNREPAIRED. You genuinely couldn't make this up. HONOR subsequently admitted in writing that there had been a “massive error”. They arranged for me to return the broken phone AGAIN and explicitly confirmed in writing that I would receive an exact replacement from NEW STOCK — not repaired, not refurbished — dispatched from their warehouse partner CEVA. I was also told that the new phone should be dispatched on the same day they received my faulty handset. They received it on Wednesday 14 October at 12:37pm. It is now Monday 19 October. No replacement. No dispatch confirmation. No tracking number. I have chased them repeatedly by email. I have called them. I have spoken to their so-called VIP support. Every response amounts to the same thing: “we're chasing it”. Today I specifically asked for someone to actually resolve this rather than fob me off with another email saying it was being chased. Nothing. Complete radio silence. At this point HONOR has my money AND my phone, while I am left without the £1,100+ device I bought and rely upon. I have now had to open a Section 75 claim with American Express and make a formal complaint to HONOR simply to try to get them to honour something they have ALREADY AGREED IN WRITING to do. This is hands down one of the worst customer-service experiences I have ever had. The most frustrating thing is that I actually LIKE their products. I was a loyal returning customer. But what good is an excellent phone if this is what happens when it develops a fault? Based on my experience, I would seriously think twice before spending £1,000+ on a HONOR device. You're not just buying the hardware — you're relying on the company standing behind it when something goes wrong. My experience has been weeks of delays, contradictory information, a broken handset being sent back to me after I was told a replacement was coming, repeated promises that haven't been fulfilled, and an apparently endless cycle of being told somebody is “chasing” something. Absolutely appalling.