Complete disregard for consumer rights
Complete disregard for consumer rights I am creating this review as a warning to anyone that will take the time to read this as this company has no regard for consumer rights so please be warned! I bought the Honor Magic 6 Pro back in February and noticed that the WhatsApp video quality was awful. I compared the M6P versus the Mate 20 Pro, S24U and Redmi 13 Pro Plus and the video quality was incredibly inferior on the M6P. I contacted Honor who ignored my query about this so messaged them with a refund request. They accepted the request but then when I provided the pick up details they came back saying that I was over the 14 days return police as per their terms and conditions - bear in mind in the UK we have a consumer protection act which protects us against companies such as these by stating that if a product is faulty you can return it within 30 days for a refund or repair. After protracted communication with Honor I sent the device off to their repair center. Their own repair center came back confirming a fault with the device via their tracking tool. I message Honor refusing the repair and requesting a refund as per the consumer protection act. They ignore the email, repair the device and send it back to me. I speak to an advisor who tries to claim that the fault they found was not related to the one I reported to them even though when I sent it to their repair center I had to describe the fault! Anyways instead of arguing I ask the advisor if there was a fault with the device - he reluctantly admits there was so I then re-quote the UK consumer act! Finally after 2 and a half months dealing with Honor they accept a refund due to a faulty product reluctantly (thankfully there are consumer laws in the UK to even get at this stage). They provide me with 2 return methods collection or dropping it off at a DHL express point. I choose the latter as it's a Friday so I can return it as quickly as possible and put this whole thing behind me. I took pictures of the package as well as the items packaged (the M6P and the charger). Dropped it off at the DHL drop off point and received the proof of delivery. I finally receive an email saying the refund has been completed but when I check my account only £14.99 was refunded! I had to contact Honor yet again to find out what is going on. To my bewilderement they say that only the charger had been returned which is why only £14.99 was refunded! I was incredulous as I used their own return method and used their own return label. I provided them with photos and even the advisor says I believe you returned the phone (this has now been ongoing since the 18th March!). According to them the investigation concluded saying the device was not returned even though the parcel was never weighed in front of me and when I requested an investigation they are claiming the weight of the package was less than they expected. When I reviewed the label they provided me to my dismay it only states 1 item and a lower weight which is what I believe they were quoting! Of course this was also provided to them as I forwared the email which I was provided to me with the label and their return instructions which I followed along with photographs of the phone in various stages of being packed and the sealed package in the end. As it stands HONOR currently holds £849.99 of my money and is refusing to refund it! This company has been absolutely atrocious making me go through hoops to return a faulty product and I am now in the process of reporting them to UK Trading Standards as they are currently holding £849.99 of my hard earned money hostage! In this day and age I am gobsmacked such a big company is trying to get away with taking £849.99 from a consumer! On top of that they have ignored a Subject Access Request which is unheard of in the UK at least to my experience so I have sent a reminder as I have to before I can report them to the Information Commissioner's Office. I hope this post serves as a warning to other consumers and I sincerely hope no consumer has to go through what I have gone through in the last few months and still going through due to this company. I also hope that influencers see this and do right by consumers because they should not be promoting such companies that have blatant disregard for consumer rights!