HUHuawei Technologies★★★★★
SO bad, POOR. RUDE!
SO bad, no reply to my emails, letter, telephone calls, facebook. Not even an acknowledgement of my letter of complaint!
13th December 2019
Dear Sirs,
All too often customers only bother to write when they have a complaint. This unfortunately is no exception.
I have been a Hauwei Mobile phone user for good few years (and more recently purchased 3 tablets) In February 2019 I purchased on a contract a P Smart 2019. While the days of the week have a ‘Y’ in them I will not purchase an i-phone!
Despite my phone having a protective cover and toughened glass screen cover I managed to drop this phone. It must be said it fell from quite a distance and landed on its back. When I looked at the phone, I had rather hoped the damage to the screen was just the additional glass cover and not the actual screen. This was not the case. When these things happen, you have to just pay up and look big. I purchased a brand-new sim free replacement from John Lewis. I ordered a new cover and glass, waited till these arrived and fitted to the new phone.
In all my years of mobile phone use I have never had a screen even as much as crack, let alone smash. With in a few days the new protected P Smart 2019 came out my pocket while I got up from a chair and dropped less than 30 cm to the floor and again, landed flat on its back. Not on its side, or edge, or corner. Again, the screen had cracked significantly. Obviously miffed by this I emailed you. The email was not to ask for a new phone or even to repair it. Simply, to inform you that I felt the quality was not there and is t right these phones are so weak. Extra protection had been added and still so much damage. I emailed you twice, and no reply.
As I had no reply in what I considered a reasonable time I contacted you by phone (not from my broken one) and explained the situation that this I felt was not acceptable and having dropped various mobile phones in the past 20 odd years never broken a single one. I explained that I have purchased two, now three Hauwei tablets instead of the usual Samsung and what this the correct decision following the weakness of the phones. Not once did I ever suggest something for nothing. The operative on the phone was very helpful and apologised for the non-response from my emails, and assured me he would look into this and get back to me.
The following day I received and email. It is the worst presented, the worst grammar, the worst attitude I have ever come across. I can only assume you have got some one from the local comprehensive school to compose and send it while they are doing work experience with you. I have copied and pasted this exactly as I received it.
“Good afternoon Mr. Gary Garton. I have read through you complaint today and definately feel for you in regards to a smashed screen. I appreciate that some phones are stronger than others becuase of their design. Unfortunately our policy states that any self inflicted damage is void of warranty. I have fed this back up the correct channels as feedback which Huawei takes very seriously. I understand that this is probably not the outcome you wanted. But its set in stone that a smahsed screen must be paid for. Kind regards,”
I am far from impressed by that!
It is unacceptable you allow someone to send this reply to anybody, let alone someone who is in need of some love from a company who he has purchased 2 mobile phones, 3 tablets and 2 recommendations to friends to have a Hauwei product over and able an i-phone.
This reply in my mind is offensive beyond the pale. I have not only been insulted by the poor spelling and the whole email. Anyone who reads that would assume I was demanding a new phone; HOW VERY DARE YOU ALLOW THAT TO HAPPEN.
Your response above is clearly not acceptable, there was no offer to inspect the phone to confirm the very low impact damage was due to manufacturing defect, stress fractures or any sort. There was no care or warmth towards my loyalty towards the company. Instead, I was branded a scrounge!
In light of this reply from a ‘Customer Care Employee’ I do want a resolve to my initial complaint and feel that I am now not being unreasonable in a replacement phone. Perhaps who ever wrote that email should be the one to pay for it and have some lessons in how to deal with paying customers.
I am sorry to land this on your doorstep however; I am sure you and understand my anger at the company response. Had this been sent to one of your close family members I am doubtless sure you would feel the same.
Once you have investigated this complaint I look forward to your reply.
2020-01-14有帮助 1
HUHuawei Technologies★★★★★
No Reply to phone calls
No Reply to phone calls, emails, facebook, even a hard copy old fashioned letter. Not even an acknowledgement!!
Poor!
13th December 2019
Dear Sirs,
All too often customers only bother to write when they have a complaint. This unfortunately is no exception.
I have been a Hauwei Mobile phone user for good few years (and more recently purchased 3 tablets) In February 2019 I purchased on a contract a P Smart 2019. While the days of the week have a ‘Y’ in them I will not purchase an i-phone!
Despite my phone having a protective cover and toughened glass screen cover I managed to drop this phone. It must be said it fell from quite a distance and landed on its back. When I looked at the phone, I had rather hoped the damage to the screen was just the additional glass cover and not the actual screen. This was not the case. When these things happen, you have to just pay up and look big. I purchased a brand-new sim free replacement from John Lewis. I ordered a new cover and glass, waited till these arrived and fitted to the new phone.
In all my years of mobile phone use I have never had a screen even as much as crack, let alone smash. With in a few days the new protected P Smart 2019 came out my pocket while I got up from a chair and dropped less than 30 cm to the floor and again, landed flat on its back. Not on its side, or edge, or corner. Again, the screen had cracked significantly. Obviously miffed by this I emailed you. The email was not to ask for a new phone or even to repair it. Simply, to inform you that I felt the quality was not there and is t right these phones are so weak. Extra protection had been added and still so much damage. I emailed you twice, and no reply.
As I had no reply in what I considered a reasonable time I contacted you by phone (not from my broken one) and explained the situation that this I felt was not acceptable and having dropped various mobile phones in the past 20 odd years never broken a single one. I explained that I have purchased two, now three Hauwei tablets instead of the usual Samsung and what this the correct decision following the weakness of the phones. Not once did I ever suggest something for nothing. The operative on the phone was very helpful and apologised for the non-response from my emails, and assured me he would look into this and get back to me.
The following day I received and email. It is the worst presented, the worst grammar, the worst attitude I have ever come across. I can only assume you have got some one from the local comprehensive school to compose and send it while they are doing work experience with you. I have copied and pasted this exactly as I received it.
“Good afternoon Mr. Gary Garton. I have read through you complaint today and definately feel for you in regards to a smashed screen. I appreciate that some phones are stronger than others becuase of their design. Unfortunately our policy states that any self inflicted damage is void of warranty. I have fed this back up the correct channels as feedback which Huawei takes very seriously. I understand that this is probably not the outcome you wanted. But its set in stone that a smahsed screen must be paid for. Kind regards,”
I am far from impressed by that!
It is unacceptable you allow someone to send this reply to anybody, let alone someone who is in need of some love from a company who he has purchased 2 mobile phones, 3 tablets and 2 recommendations to friends to have a Hauwei product over and able an i-phone.
This reply in my mind is offensive beyond the pale. I have not only been insulted by the poor spelling and the whole email. Anyone who reads that would assume I was demanding a new phone; HOW VERY DARE YOU ALLOW THAT TO HAPPEN.
Your response above is clearly not acceptable, there was no offer to inspect the phone to confirm the very low impact damage was due to manufacturing defect, stress fractures or any sort. There was no care or warmth towards my loyalty towards the company. Instead, I was branded a scrounge!
In light of this reply from a ‘Customer Care Employee’ I do want a resolve to my initial complaint and feel that I am now not being unreasonable in a replacement phone. Perhaps who ever wrote that email should be the one to pay for it and have some lessons in how to deal with paying customers.
I am sorry to land this on your doorstep however; I am sure you and understand my anger at the company response. Had this been sent to one of your close family members I am doubtless sure you would feel the same.
Once you have investigated this complaint I look forward to your reply.
2020-01-14
