Mate 20 Pro green edges on screen



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I pre-ordered two mate 20 pro devices from Virgin Media here in the UK around September 21st. Since then, both devices have developed the green screen issue. Unfortunately the issue wasn't noticeable at first and it was only after my 14 day cooling off period ended that I started to see the issue.

I have attached two images of each of my devices which clearly illustrate just how bad my phones green issues are.

I have complained to Virgin Mobile on around 5-6 occasions but they always tell me that I should have returned the devices during the 14 day cooling off period and now its past this time, they are telling me I have to pay to have the devices inspected and repaired.

They don't believe me when I say that its a manufacturers fault. I am not just saying there is an issue for the sake of it! If Huawei announced this issue officially then maybe Virgin mobile would be aware of it and replace me phones with no hassle.

I have been in touch with Huawei who sent me two jiffy bags to send my phones off for replacement but now I am sitting with two defective devices, in a 2 year contract that I can't use, and am worried to send to SBE (Huawei's mobile repair company here in the UK) for replacement as I keep hearing more and more horror stories of no them having no replacement stock or people getting faulty damaged phones back, sometimes with worse damage.

I am completely regretting buying these devices. They were my first Huawei phones and will probably be my last ones now.


Hey @FCW101

Clearly from what you say, you are aware that Huawei will repair/ replace under warranty as they have sent you jiffy packs. However, the response from Virgin here seems completely unreasonable. According to the Consumer Rights Act (2015) you have the right to return faulty products to the retailer for repair or replacement. The advice on the Which site states:


”If you are outside the 30-day right to reject, you have to give the retailer one opportunity to repair or replace any goods which are of unsatisfactory quality, unfit for purpose or not as described...

If you discover the fault within the first six months of having the product, it is presumed to have been there since the time you took ownership of it - unless the retailer can prove otherwise.

During this time, it's up to the retailer to prove that the fault wasn't there when you bought it - it's not up to you to prove that it was. If an attempt at repair or replacement has failed, you have the right to reject the goods for a full refund, or price reduction if you wish to keep the product.”

Here’s a link to the Consumer Rights Act advice on Which. There’s also pre-formatted text you can send to the retailer on the site. Virgin really don’t have a leg to stand on here if you pursue it, however, I’ve found Huawei customer services to be very efficient so you may wish to use those jiffy bags and just vote with your feet when it comes to renewing your contract with Virgin ( I’ve had no such issues with Vodafone). Hope this helps and you get it sorted soon.
Userlevel 1

I pre-ordered two mate 20 pro devices from Virgin Media here in the UK around September 21st. Since then, both devices have developed the green screen issue. Unfortunately the issue wasn't noticeable at first and it was only after my 14 day cooling off period ended that I started to see the issue.

I have attached two images of each of my devices which clearly illustrate just how bad my phones green issues are.

I have complained to Virgin Mobile on around 5-6 occasions but they always tell me that I should have returned the devices during the 14 day cooling off period and now its past this time, they are telling me I have to pay to have the devices inspected and repaired.

They don't believe me when I say that its a manufacturers fault. I am not just saying there is an issue for the sake of it! If Huawei announced this issue officially then maybe Virgin mobile would be aware of it and replace me phones with no hassle.

I have been in touch with Huawei who sent me two jiffy bags to send my phones off for replacement but now I am sitting with two defective devices, in a 2 year contract that I can't use, and am worried to send to SBE (Huawei's mobile repair company here in the UK) for replacement as I keep hearing more and more horror stories of no them having no replacement stock or people getting faulty damaged phones back, sometimes with worse damage.

I am completely regretting buying these devices. They were my first Huawei phones and will probably be my last ones now.
It's been a pain in the backside dealing with all this problem. Back and fort with my network provider but luckily they are understanding with my situation. Im on my 4th device now as all the last 3 had problems my whole December is ruined just because I'm worrying about my phone, in the span of 3 and half weeks i had 4 brand spanking new phone. It's annoying the fact the you takw a new phone to enjoy but all it give you is a total nightmare. Don't get me wrong I love the phone it has amazing features but for Huawei not to say anything about the issue is just disgusting. I feel that affected consumer deserves a sort of compensation from Huawei because clearly it's a QC issue in the first place this shouldn't be happening.

4th phone has BOE screen but holding my breath as who knows what sort of problem it can appear. So far after a week the phone is working solid.
Userlevel 3
I don't understand people who still playing with this company and with this CS.
I was owner 4th device with three have lg panel and greenish one with boe ghost and pinkish after this horrible CS what promised me I receive call from specialist team and to today nobody call be back just in case....
I change my mind and cancel my contract with my retailer.
After that I take new one with note9 no more trouble phone is amazing camera is brilliant battery life is not bad but now I can live without any stress without any trouble and with one of best CS.
Sent mine to SBE on 11th December, still sat at awaiting component.

Both SBE and Huawei have been thoroughly unhelpful with neither having any idea when new stock will be arriving, or whether the new device will actually be new or refurbished. This is some of the worst customer service I've ever experienced. Can you imagine someone paying the same price for an Apple phone dealing with this? If I had a simple confirmation of when new stock would be arriving for me that would be helpful. I've been lied to twice by SBE already (they promised my replacement phone would be arriving with them on two separate dates but never materialised), now their only response is "We have no idea when any stock will come, ever. Nor do we know when we've received any stock in the past or where you are in the 'queue'" I don't believe this for a second.

Meanwhile I'm still paying for an expensive contract for a device which I've used for about 1 week in total. How are Huawei going to recompense me?

@Amy - Are you able to check my case specifically please, as well as give some form of official response to this debacle?
Userlevel 2
Sent my second device back to SBE on the 19th of December, it's currently awaiting component. I might see it returned to me by mid January, I'm not holding my breath. After looking at my mates iPhone XR I'm very tempted to go for one of those and just fu@k Huawei off. Absolute joke of a company with zero customer service skills. Nothing but bad news about them in the press and they clearly care little. The iPhone XR's camera is pretty sweet now, very clear with great resolution.
So just got my phone today it's a BOE screen thankfully. They actually sent me a whole new device. With charger headphones and charger....sent on 19th Dec and got it back today so with bank holidays in-between I got it 6 working days approx. Tbh impressive turn around and service for me....
Hi everyone,

I finally decided to give back the replacing device.
As I said, I had a green-yellow tint on the right up corner.
It was a BOE screen with serial 18C07.
Normally not bad but mine was bad.
Ok it had nothing to see with my first green LG, but finally I wasn't able to live with it.
Here is a picture:


It's not so intense but in fact it's enough to be seen and to make the colours with a sort of sepia filter.
I think there are a lot of chances that they say it's not a problem and give me my phone back with an invoice to pay.
But I wanted to try to have a 100% perfect phone cause it is 1000 euros.
But if they say there is no problem, I will try to email Huawei with my pictures.
So what do you think?
Userlevel 6
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Blimey I posted up the image twice again and can't find out how to delete one. Sorry lol.

Steve
Userlevel 6
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That's funny. I downloaded Device Info HW on my P20 Pro

as suggested just to check my device and when I start it up, I get a toast message saying:

"Sorry but on yours firmware reading sysfs is disabled. Only partial information available"

( yes I did copy it exactly)

And guess what? There is no touchscreen line. Nothing on the display at all.

So then..... I downloaded another 5 different HW Info apps and none of them give any info on the manufacturer of the display.

I don't want to cynical but now I'm going to be...... Have Huawei read all the posts that point to faulty LG screen and the method used to identify your screen and disabled 3rd part apps from reading the screen info?

Surely not....

I've attached a screen shot of my Device Info HW General tab. Notice anything missing?



I got an update on the 5th of Nov - did that update stop me reading the screen manufacturer?

The plot thickens.....

Steve
Userlevel 4
Please bear in mind that most stores and retailers will either have cycled their stock or sent back the LG panels on recall already.
This being the case, it may be prudent to exchange/swap out with retailers before considering sending off to a repair centre currently struggling with volume, spares and replacements.
I received my jiffy from SBE when my second swap had issues.. But held out and continued exchanging with retailer until I got a problem free device.. This was quicker and resulted in less downtime from device.
Good luck everyone, still waiting on Huawei, not holding my breath...
Apart from a lucky few, it seems most people are waiting around a month. Hope you get it sorted ASAP mate 👍
I may as well hold off until mid January I reckon. They'll be catching up by then...
I would mate, I sent mine in on the premise it would be a 7-10 day turnaround, looking more likely to be a month
I may as well hold off until mid January I reckon. They'll be catching up by then...
Put my phone in on the 5th Dec and it's still "awaiting component".
Just got off the phone with SBE, and been informed that they'll have new stock in on the 7th January, and will likely see returns on the 9th.
So, just come off the phone with Huawei. Having sent my phone in on the 13th December, it is still showing Awaiting Component on SBE. The poor bod at Huawei reckons that a shipment of replacement devices has been shipped to SBE today and is expected to get there on the 7TH JANUARY. I'm not even shocked to be honest, just really disappointed. Asked if there's going to be any kind of acceptance or compensation offered by Huawei and the guy sounded about as downtrodden as myself. I'll be doing well if I get my phone back before the 10th at this rate. Think this will be my first and last Huawei phone.
Thanks. I can live with a turnaround of 10-15 days. Any longer and doubt my backup OnePlus 3 will survive that long..!
Ive started to get the green screen bleed come through. Just waiting to see what the turnaround is for others before I decide to send mine. It's bearable at present but not great...
Sent my jiffy bag on 19th and they posted my phone via royal mail yesterday
Ive started to get the green screen bleed come through. Just waiting to see what the turnaround is for others before I decide to send mine. It's bearable at present but not great...
So they finally sending mine back to me. Looks like the model is still LAYA-L09C which is same as before. And also the IMEI number has same first 8 digits and the serial number starts F3R7N18A...which is same as the faulty device I sent in. Looks like no BOE for me

That does not necessarily mean the device is the same. Download 'Device Info HW' from the Play Store and have a look in Touchscreen under 'General'. Should state if it's an LG panel or BOE.
So they finally sending mine back to me. Looks like the model is still LAYA-L09C which is same as before. And also the IMEI number has same first 8 digits and the serial number starts F3R7N18A...which is same as the faulty device I sent in. Looks like no BOE for me
Got my 05 replacement today from SBE - its a BOA screen.
Userlevel 2
I wanted to give a quick update on the #gluegate issue (green light in edges). I had this issue but was not very prominent but only on certain conditions. Low light, dark screen and sometimes on the home screen lock in dark.
I found the screen was make my LG as expected.
I took it to the service station and they accepted my case. They asked me to provide the complete accessories and the box. Within a few days I got a replacement device which is brand new. To my satisfaction, I checked the manufacturer of the screen and it is made by BOE.
So if you have an issue - don't worry - the company is genuine and they replace you with a brand new one.
So how long are people waiting on average for replacements? I understand that we're going through a very busy Christmas period; but mine has been sat on awaiting components since the beginning of December?

From what i'm seeing here Huawei don't have stock to send replacements? That's very good logistics from one of the worlds largest handset manufacturers who are still mass advertising the phones everywhere when demand cannot meet supply?

Frustrating to say the least - First Huawei handset I've ever used and already not enjoying the experience... I've managed to get 15 days from my device since delivery on 16th November lol.
Userlevel 3
On monday I got my third, and hopefully, last mate. It's finally a BOE screen and it looks better than the LG one. The curved edges are for some reason not visible at all. On the previous ones you could see like a dark line along the edges. Now it's not there at all.

I was also told there a no mates available to replace but I called Huawei customer service and complained about it. They called my mobile provider and made sure I got a new device before Christmas.

I know a few users who got free wireless Huawei buds as an apology. But they threatened to sue huawei 😃

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