The worst customer service in history…
The worst customer service in history Huawei, I upgraded my iPhone in January 2019 to a Huawei Mate 20 Lite. It all started well until my phone screen cracked, I decided to fix this via the UK Huawei team as I thought this would be a great, professional service. I reluctantly sent off my phone and kept my sim card after multiple missed information from Huawei on how I would get my handset to them. I told then that in 14days I would be going on holiday and they confirmed my handset would be returned in time, also fixed! This was the not case, I missed my phone and it was also sent back in the same condition after continued missed communication with Huawei. I made a formal complaint after multiple multiple multiple times trying to plea and discuss the issues with uk huawei customer service guys where I just wasn't being taken seriously. Weeks after my complaint I got a call from Huawei asking me to and my phone back to them so they could repair the screen, but it was too late I had this fixed myself. They then offered for a Mate 20 pro as an apology, I thought this was great and thought what a great way to correct the awful service I received. After this began in July, finally in October 2019 I thought this was resolved. I was later informed I couldn't have a pro but they would send me a 20, I was disappointed but still satisfied with the service. I even went out of my way to praise the team at executing this and closing this case. Fast forward just one month it was apparent that the phone they sent was faulty, although I worked with EE in insuring that it wasn't my sim card, network setting etc. They even sent me a new sim to try and waived the line rental fee for one month (something I did not even request). Huawei were at fault, where I can only use my phone in wifi, the phone doesn't let me receive call, send texts or go on the internet outside of strong wifi. I emailed Huawei about ten times in November and December, I received just one poor reply and then heard nothing again. Mid January 2020 I customer service agent contacted me, she came across nice and professional and I thought besides everything we were finally getting somewhere. .i gave her two options either a straight swap for my handset, whether by mate 20 lite was returned or just a replacement 20 I didn't care I just need a working phone for work, family emergencies etc. Or to take the handset and give me the money for what it is worth so I can but an iPhone or Samsung. This lady confirmed she would come back to me, but I have endlessly had to chase and annoy her colleagues in getting her to call me. I have now been told this handset needs to be sent off (likely for up to two weeks)/for them to inspect the phone as they do not trust me that the phone is actually broke. Even though EE have confirmed multiple times that this fault lies with Huawei, I even began to evidence my day of trying to make calls, send texts, join wifi, enabling wifi calling. What an earth is wrong with this company and their customer values. I strongly recommend that anyone working with Huawei / thinking about taking a Huawei phone out highly considers this. I still have a broken phone with awful customer service that is ongoing and likely not to be resolved. I am not one to complain but this is ridiculous, the timeframe they should be going out of their way to sort my awful situation out. I have since been told that my mate 20 is likely to have been a handset built for another country. The issue since Nov/Dec I have had to deal with messages from someone in head office called Malaya, I pleased with the customer service and complaints department to simply get him to call me. He refused, obviously thinks his role is above dealing with the customer directly.