I have a recently purchased Mate 20 Pro, which has developed a green vertical line on the screen that I understand is dead pixels. After contacting the Huawei helpdesk (3-Apr-2019) I was informed the issue was covered under my warranty (expires 07-Feb-2020) and it would be no problem to fix for free.
I wiped the device as instructed and sent to the repair centre in Kent (UK) expecting the issue to be resolved. However, the phone was returned with the original fault still appearing and a note informing me my ‘product not sold in this country by manufacturer’.
I have subsequently contacted the helpdesk once more to request assistance but was advised by the call handler, Michael to contact the seller and request another phone! When pressed on why Huawei, an international company could not fix my phone under their warranty it was indicated the UK based repairer would not have the requisite parts. I questioned if the screens would differ between international models as this seemed unrealistic and the call handler then back-tracked and agreed this seemed unlikely. No other reasonable explanation has been provided.
Although pressed to offer another solution none was forthcoming by the Huawei helpdesk, which I find hugely frustrating. I was under the impression that Huawei were trying to compete with the established ‘big’ players in a competitive European market but such antics will surely thwart these plans as customer service is key. I plan to make my feelings known to all and will vehemently
post to online sites to dissuade others from buying Huawei products in future.
Finally, I can find no mention of the warranty not covering phones sold outside of the destination country in the online Huawei warranty policy: https://consumer.huawei.com/uk/support/warranty-policy/
, even though this was referenced by the helpdesk handler.
Happy to hear your thoughts.