Complaints

• Initial Complaint

  11/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a Huawei GT3 pro watch from my dad for my bday last year ('23). The warranty date was for Sept 11/24.The watch had been working fine- had 50% battery left and stopped working- powered down. Unable to charge. I reach out to Huawei for the first time the week of Aug 5/24- after checking to ensure it was under warranty and following the steps *********** took them three weeks, and me consistently reaching out to them for them to send me a shipping label to send the watch back. They assured me that their shipping label problems were behind them, and the rest of the process would be as quick as possible, average 5-8 bus. days. This still seemed long to me, after already being without a working watch for 3 wks, but this is the only option for warranty work so I sent it.Thanks to tracking, I was able to see that the watch was delivered on Aug 23. I still do not have my watch back! I have literally heard nothing from the company from day one, unless I reach out to them. I used that watch for fitness and health every single day. I actually gave my old Apple watch to my brother when I got this watch, and I have since asked for him to send it back to me so I have a watch to wear- I told him it'd be a couple weeks. I still have it.The only support options are live chat (which has recently been removed) and email. They still won't even tell me what the actual problem with the watch is! End of Sept, they tried to appease me by saying the needed part will be delivered to them Oct 10/11 (they said both) and that I should have my watch back asap after that. Well, Oct 11 came and went. No word from them. I asked for a replacement, I asked for my money back. They told me to go to the place I bought it from. I told them they must be joking- why would Visions give me a refund for a watch I don't even have. They repeated the same thing again. I am SO frustrated and don't know where to turn. I just want a working smart watch, ideally the same one I sent them!

  Customer response

  12/16/2024

  Hi,

  I just wanted to let you know that the complaint has been resolved finally. Shortly after you contacted Huawei, I did as well (yet again). Finally, instead of their usual "please be patient" response, they said due to the delay in fixing my watch, they have decided to send me a new one. Coincidental timing? I think not. So, thank you! Of course, they said they'd have further details in two days, and it was more than two weeks with only communication being my weekly email to them for updates. Alas, finally on Friday I was able to pick up my new watch from Purolator! Now that I have the watch in my possession and know that it works, I sent them a thank you email, and now am letting you know that this has all been resolved. Thank you for your influence!!

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In April '20 we entered into an agreement with Huawei (solar parts manufacturer) and SolarX to get 32 solar panels installed. Everything went well until Sept 23, '22 when one of the optimizers failed. ****** had advised us that this rarely happens and the optimizers last at least 10 years before any issues. We arranged through SolarX and Huawei to get a technician to replace it. When the technician came to replaced the optimizer he told us that more are likely to fail as Huawei had a batch of faulty optimizers around the time we got ours. I knew that service fees were not included in the warranty but I figured where SolarX and Huawei knew they had faulty optimizers they would take care of the cost, of course they did not. I had to pay $480 for the service call.I was in contact with Solar X to try and get them to back me up on getting all the optimizers replaced and the service fees covered but they would not. The system cost $37000 and we are not even close to paying off the loan for it. We cannot afford paying service fees on top of the loan each time an optimizer fails due to them being faulty.I thought maybe it was just a one off and I would see if any others failed while seeking some good customer ********************** in getting the service fee covered.Now just in June I noticed another optimizer failed and had to get the technician in to replace that one. Nicely enough the technician only charged me $345 this time. If I need to get each one replaced one at a time it could cost me up to $16000.Now today, 8/15/23, I discovered another faulty optimizer and I am battling with Huawei and SolarX to get them all replaced at their cost.I have many emails back and forth. I have tried to get someone from Huawei to contact me but no one calls me. Huawei was aware of the faulty optimizers and are letting customers incure the cost of replacement.Where this is known faulty products it should be a recall by Huawei and all replaced at no cost to us.

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a Huawei GT Runner fitness tracker watch from Amazon.ca on Sept 14, 2022 in the amount of $281.36 CAD. The third party seller was Huawei ******. This watch had a 1 year warranty.After a few months the watch started malfunctioning. I sent the watch to be inspected and repaired at the Huawei ************* and it was returned to me with no repair being done.After another month, the watch's battery was unstable and the touchscreen was inoperable which meant the watch could not be used for any purpose anymore.The watch was sent 5 times to the repair centre and after the 5th time, Huawei informed me that the watch had water damage and the warranty did not cover water damage. They basically told me that i damaged the watch.After I communicated with Huawei about 50 times during the course of these 5 repairs, all they seemed to care about was receiving 5 star ratings on their surveys rather than addressing and correcting the defective watch which should have been covered under warranty.How does a watch that is advertised as 5ATM suitable for swimming up to 50 meters on their website get damaged and become defective? I mentioned to Huawei that since the watch was inspected, opened and closed on 5 occasions, would it be possible that the watch was not sealed properly when it was returned to back to customer.I then filed a dispute with my credit card company and am seeking reimbursement for a product that became defective and a company that refused to repair or replace it under the 1 year warranty policy.This was the worst customer ********************** i have experienced in my entire purchase history and will never buy another Huawei product again.

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the company that show up on my bank statement for the repair as I made complaint against Huawei recently. I called them and left them a message how they sent me the defective device and I was going to make report with the BBB. It is this company then who is responsible no different than Huawei main offices. I am in email with Huawei today as they finally responded and again I have to explain to them how I was sent a replacement device with touchscreen not working in one part of phone. I wait now for reply by Huawei company but wanted to report this company is who Huawei is using for their repair/replacement, who sent me the defective device. The touchscreen not working and I cannot press the numbers on keyboard or first row of letters. That is a too big of part of screen for touchscreen not to be working. I am most upset because I have to change the keyboard on the phone each time but then when I finally get to sign in my phone that whole area of phone has the touchscreen not working making the whole thing useless for me.

  Business response

  08/18/2022

  Business Response /* (1000, 5, 2022/07/11) */ Dear consumer, We sincerely thank you for contacting us to inform us of this situation. Please remember that we are always at your disposal and happy to help you. Let us mention that your case has been thoroughly and carefully reviewed to confirm more details about the incident, also to clarify any doubts you may have about it. After review, it appears that a ticket was made for your out-of-warranty repair on April 27, 2021. An email was sent that same day with instructions on the repair process for your device. In that same email, we also included an email address to use in case you had any further questions or concerns, which was *****************. After sending the email with the instructions, we received a response from you on June 22, 2021, confirming that you had sent the necessary information to proceed. Once we received the data, we provided you with the corresponding documents and instructions so that you could send the device on July 1, 2021. Around this date, you sent your device to our main service center, where it was diagnosed and repaired by one of our technicians. Once completed, our service center shipped the device back to your address. The usual turnaround time for our repair processes that year was about 7 to 10 business days. During this first week of July 2022, you have contacted our helpdesk by email informing us that the device returned to you after the process followed last year has a fault. You tell us that you finally had the opportunity to unpack the phone and it was then that you noticed the situation. Let us mention that your experience means the most to us and we always want to be there to help. Checking the emails sent to us reporting the problem, it appears that they were sent to another address, which is an address that is not controlled due to it being the default domain for emails sent from our ticket database, this was the reason we were unable to contact you earlier. Our primary email support domain would be ***************** and this information was included in the email sent to you with the repair process instructions. Now that you have emailed this domain, we have been able to respond to you as quickly as possible and address your concerns. Rest assured that we will be able to help you with any inquiries if you email us at this domain. You can always find our contact information at the following link: ****************************************** We sincerely understand your feelings and thoughts regarding this incident. Once you receive the unit back from a process, it is recommended to check the status and functionality of the device right then and there to make sure everything is in order. If in any case the device has a problem, it is strongly suggested that you contact us immediately to report the problem so that we can check the options for you. Now, after checking your situation and case with a specialized department, we can offer you to send the affected device to our facility so that we can issue an exchange/replacement phone as soon as possible. We can follow up with you via email so that we can initiate this process and provide you with the assistance you deserve. Following this process, please help us review the replacement device once you receive it so we can be sure it is fully functional for you to use. Best Regards, Huawei Customer Support

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩