0 STARS -No refund for an undelivered item
I recently bought a laptop from Huawei UK and it was picked up from their depot by CEVA logistics, who then delivered it to DHL, after-which it subsequently went missing and was not delivered to me. I contacted DHL to say it hadn't been delivered and had to wait 48 hours,working days only - not weekends, so 4 days in total, for them to look for it. They eventually agreed that it had been lost and sent me an email confirming that. DHL's customer service was OK though even though I had to wait for them to try and locate it. They didn't seem to know it hadn't been delivered, even though it clearly showed that on their tracker. HOWEVER, when I called Huawei on the phone I was told that she couldn't refund my money and I couldn't speak to a manager and that I would have to supply proof that it had gone missing. I did this via an email from DHL however, legally it is actually Huawei's responsibilty to chase a missing a parcel as they have a responsibility to make sure it's delivered to the customer. She said I needed to use the chat line to report it, even though I was actually speaking to her in person at that moment! The chat line on their website takes you to a Support Agent who is not at head office and does not deal with refunds, only replacements. They "escalate" the case to head office and from what I can see that is where the process stops. I have now been contacting them on chat for two weeks, as I am not allowed to speak to head office, to demand a refund. Every time they say they are investigating it (even though I provided the proof they asked for) and will be in touch. I have had NO communication AT ALL from Huawei regarding this lost laptop. You cannot communicate directly to anyone who can actually give you a refund, and in my experience I am being constantly fobbed off by the support agents. I think this is an outrageous way for such a large company to operate and I would advise you not to buy anything from them. 0 STARS