Huawei P20 - VIP Service.....

[LegoZA]

I have been reporting an issue with my USB-C port on my Huawei P20 since last year (initially while the device was still under 3 months old) - I reported the issue 2 or 3 times after that in the hope that it might be an issue with the latest EMUI 9 / Android 9 updates. The tech support guys have been very responsive, no issue there - although I have had to explain the issue from scratch numerous times and do the same "fixes" numerous times. (Issue is that, while the USB-C charging is still working 100%, the data connection to PC or to OTG cable is very unstable and in most cases doesn't work). It worked 100% when I first got the phone in Sep 2018 (issue has been tested with different cables, etc. Phone has been reset, and I have done extensive troubleshooting with the Huawei tech guys via live chat and telephonically).

The problem I have now is that Huawei wants to log a collection to have it assessed and repaired at one of their repair centers. I don't have a problem with this, but - what I do have a problem with is the fact that I was informed that there is a backlog and the expected repair TAT is between 7 and 21 days. Also, no loan phone offering as advertised under the Huawei VIP service for ZA (I asked, the agent informed me they don't do this for collections, but - the Huawei website clearly states it is applicable for both walk-in clients and clients that book collections. I was then told that that they don't do it because the client needs to sign for the loan and pay a deposit...but, then why advertise that it is available for both types of clients when it is not?).

Also, I was directed to this forum when looking for the standard repair TAT for Huawei, @Huawei posted that it is about 7 days, but several other Huawei owners complained that it took much longer (and this was before the holiday season). Again, the Huawei VIP service is advertised with "Priority Repair Service" and "Fast Repair", 7 - 21 days is not priority repair service. I cannot be without my phone for a possible 21 days.... (and it is not like I have another spare P20 device I can use in the meantime....).

I have been querying these discrepancies and Huawei is not really providing any answers or solutions - just scripted answers.

My last suggestion to Huawei was to let me know when they can guarantee a fast repair so that I can arrange the collection then. Currently I feel like I should rather demand a replacement device under CPA while the device is under 6 months old to avoid further issues and delays down the line. Don't get me wrong, I love this phone - but, as someone who also works in the electronics service industry, I am not too impressed with the after sales solution - don't create the expectation of VIP service if you are going to offer a standard service.

I am hoping this issue is resolved soon.

 

[Sumen]

I have been reporting an issue with my USB-C port on my Huawei P20 since last year (initially while the device was still under 3 months old) - I reported the issue 2 or 3 times after that in the hope that it might be an issue with the latest EMUI 9 / Android 9 updates. The tech support guys have been very responsive, no issue there - although I have had to explain the issue from scratch numerous times and do the same "fixes" numerous times. (Issue is that, while the USB-C charging is still working 100%, the data connection to PC or to OTG cable is very unstable and in most cases doesn't work). It worked 100% when I first got the phone in Sep 2018 (issue has been tested with different cables, etc. Phone has been reset, and I have done extensive troubleshooting with the Huawei tech guys via live chat and telephonically).

The problem I have now is that Huawei wants to log a collection to have it assessed and repaired at one of their repair centers. I don't have a problem with this, but - what I do have a problem with is the fact that I was informed that there is a backlog and the expected repair TAT is between 7 and 21 days. Also, no loan phone offering as advertised under the Huawei VIP service for ZA (I asked, the agent informed me they don't do this for collections, but - the Huawei website clearly states it is applicable for both walk-in clients and clients that book collections. I was then told that that they don't do it because the client needs to sign for the loan and pay a deposit...but, then why advertise that it is available for both types of clients when it is not?).

Also, I was directed to this forum when looking for the standard repair TAT for Huawei, @Huawei posted that it is about 7 days, but several other Huawei owners complained that it took much longer (and this was before the holiday season). Again, the Huawei VIP service is advertised with "Priority Repair Service" and "Fast Repair", 7 - 21 days is not priority repair service. I cannot be without my phone for a possible 21 days.... (and it is not like I have another spare P20 device I can use in the meantime....).

I have been querying these discrepancies and Huawei is not really providing any answers or solutions - just scripted answers.

My last suggestion to Huawei was to let me know when they can guarantee a fast repair so that I can arrange the collection then. Currently I feel like I should rather demand a replacement device under CPA while the device is under 6 months old to avoid further issues and delays down the line. Don't get me wrong, I love this phone - but, as someone who also works in the electronics service industry, I am not too impressed with the after sales solution - don't create the expectation of VIP service if you are going to offer a standard service.

I am hoping this issue is resolved soon.

You should have taken it back to the place you bought it from - let them assess it to confirm that the port is faulty - and ask them to replace the phone.

 

[sajunky]

What devices do you connect using OTG?

Some USB devices draw extensive current, they do work on PC's, but not with smartphones that trigger overload protection at a lower level than it is allowed by a standard (esp. USB-C). Unfortunately there is no standard for smartphones OTG current draw. Some devices work, other do not, we have to live with this.

Did you try USB self-powered hub to see whether it is a power problem? Huawei needs to know what your devices are (or possibly test it), otherwise problem can come back after a month or two.

 

[LegoZA]

What devices do you connect using OTG?

Some USB devices draw extensive current, they do work on PC's, but not with smartphones that trigger overload protection at a lower level than it is allowed by a standard (esp. USB-C). Unfortunately there is no standard for smartphones OTG current draw. Some devices work, other do not, we have to live with this.

Did you try USB self-powered hub to see whether it is a power problem? Huawei needs to know what your devices are (or possibly test it), otherwise problem can come back after a month or two.

The issue is BOTH with simple USB connection to PC and with OTG connected to small flash drive. Worked perfectly before and I even tested all cables with a P20 lite of a friend (works 100%). There is definitely an issue with my USB-C port, if a simple connection to PC constantly connects and disconnects something is wrong. I did extensive testing with the Huawei tech support guys and they admitted that there must be an issue. I don't have a problem sending it in, I have a problem with the long TAT which is not in line with the VIP service commitment.

 

[LegoZA]

You should have taken it back to the place you bought it from - let them assess it to confirm that the port is faulty - and ask them to replace the phone.

CellC will just send it to Huawei, but, I am at the point where I might do that and once they confirm insist on a replacement based on CPA as it is still within 6 months.

 

[sajunky]

There is definitely an issue with my USB-C port, if a simple connection to PC constantly connects and disconnects something is wrong.

I agree, now is clear. When you mentioned OTG, it calls for a hell of power issues.

 

[LegoZA]

Haven't heard from @Huawei, I offered an acceptable solution to speed up the repair, but, no response in 2 or 3 days. I am going to CellC today and I will be insisting on a new replacement. Definitely not a VIP service for P20 devices....

 

[LegoZA]

Was @cellc ...no luck there either, they even said it could take longer than 21 days, no loans available and they send it away to Huawei.

 

[p51mustang]

Between a rock and a hard place.

 

[LegoZA]

Between a rock and a hard place.

I hate HelloPeter as it is such a one-sided platform, but I loaded a complaint there and CellC responded. Hopefully they can sort the issue, Huawei refuses to acknowledge their VIP service for P20s that they proudly advertise on their site and they keep on sending me scripted mails telling me to accept their terms for repair so they can collect (the terms being....long TAT, no CPA claim, etc. etc.)

Seems like CellC might be more responsive and eager to help, hopefully they can resolve in a more acceptable fashion.

 

[LegoZA]

It has basically been made clear to me that there is no Huawei VIP service (as advertised on their ZA website). It simply does not exist, at all.

CellC informed me that their service has got nothing to do with Huawei so I just have to send my device in and wait indefinitely (no guarantee on TAT to just have it assessed for a CPA claim). In my opinion this alone goes against the CPA's right to timely services.

Will wait and see what CellC's answer is on Monday, but I am going to report @Huawei for blatant false advertising.

 

[Park@82]

It has basically been made clear to me that there is no Huawei VIP service (as advertised on their ZA website). It simply does not exist, at all.

CellC informed me that their service has got nothing to do with Huawei so I just have to send my device in and wait indefinitely (no guarantee on TAT to just have it assessed for a CPA claim). In my opinion this alone goes against the CPA's right to timely services.

Will wait and see what CellC's answer is on Monday, but I am going to report @Huawei for blatant false advertising.

Bad news indeed. I thought this service was a good selling point for Huawei. They should remove it asap.

 

[LegoZA]

Bad news indeed. I thought this service was a good selling point for Huawei. They should remove it asap.

Yep, totally non-existent. They don't even acknowledge that ad on their website. Interesting enough in all my communications with them they want me to accept their terms before proceeding, some of which are normal and standard, but others that force me to accept and acknowledge that none of the VIP service terms will apply to me.

Not happy at all, I have now been forced to try and organise my own loan phone and then I will have to relog and accept that they can take as long as they want. CellC simply says sorry, but Huawei's warranty is not their problem, they have their own terms (despite the fact that they will send it to Huawei in anycase...)

 

[DMNknight]

I was looking at the huawei p20 as my next phone, guess I'll be going Samsung then

Lego, first off, unfortunately it seems you need to give them the opportunity to "repair" the phone. What I would do is "accept" their terms and conditions but completely remove the parts that you don't agree with like the non-CPA bits.
Terms and conditions is a legally binding document, but what they fail 2 mention is that both parties must agree.
If they don't accept the amended terms, then you can... under law, have been seen to give them an opportunity to repair, but they declined to do so. (which is essentially what they are doing to you now)

Remember, store/manufacturer policy cannot overwrite the law. In this case the law is on your side.

Next, write a complaint to the advertising agency, stating false advertisement, which it is.

See how they like them apples.

 

[LegoZA]

I was looking at the huawei p20 as my next phone, guess I'll be going Samsung then

Lego, first off, unfortunately it seems you need to give them the opportunity to "repair" the phone. What I would do is "accept" their terms and conditions but completely remove the parts that you don't agree with like the non-CPA bits.
Terms and conditions is a legally binding document, but what they fail 2 mention is that both parties must agree.
If they don't accept the amended terms, then you can... under law, have been seen to give them an opportunity to repair, but they declined to do so. (which is essentially what they are doing to you now)

Remember, store/manufacturer policy cannot overwrite the law. In this case the law is on your side.

Next, write a complaint to the advertising agency, stating false advertisement, which it is.

See how they like them apples.

Yep, I was already looking at reporting false advertising. I'm going to wait until I have a loan phone sorted and then relog with them...not accepting the terms that violate CPA. Then, once collected, I will be all over them...hounding them for feedback and ETA. Also, if I get my phone back with even a scratch that wasn't there I will be all over them

 

[DMNknight]

4) Implied warranty of quality
In terms of s56 (read with s55) of the CPA, all goods sold to a consumer are sold with an implied warranty of quality, that cannot be contracted out of or revoked. The warranty gives the consumer the right to receive goods that:

• are reasonably suitable for the purpose that they are intended to be used for,
• are of good quality, free of defects and in good working order, and
• will be durable and usable for a reasonable period of time.

If goods are found not to comply with these requirements then, for up to 6 months after receiving the goods, the consumer can:

• return the goods, or
• get the goods replaced, or
• get the goods repaired.

The consumer can do any of these things without penalty and at the suppliers cost. A general ‘voetstoots‘ clause will be insufficient.

However, a consumer will not be able to return the goods because it was defective or not suitable for the purpose if:

• the consumer was made aware of the specific defects, and
• the consumer agreed to receive the goods in that condition.

A general ‘voetstoots’ clause will be insufficient to get out of the s56 warranty, because you have to mention the specific defects.

 

[DMNknight]

A word on ‘refunds’

Wherever the CPA entitles a consumer to a refund, it must be interpreted to mean that the consumer has the election on how to receive the refund. This means that while refunds as in-store vouchers or credits are not illegal per se, if the consumer demands a cash refund the supplier must give it to them. Also in terms of s56, the consumer (not the supplier) can decide whether to chose the refund,

 

[DMNknight]

http://www.thencc.gov.za/

 

[LegoZA]

4) Implied warranty of quality
In terms of s56 (read with s55) of the CPA, all goods sold to a consumer are sold with an implied warranty of quality, that cannot be contracted out of or revoked. The warranty gives the consumer the right to receive goods that:

• are reasonably suitable for the purpose that they are intended to be used for,
• are of good quality, free of defects and in good working order, and
• will be durable and usable for a reasonable period of time.

If goods are found not to comply with these requirements then, for up to 6 months after receiving the goods, the consumer can:

• return the goods, or
• get the goods replaced, or
• get the goods repaired.

The consumer can do any of these things without penalty and at the suppliers cost. A general ‘voetstoots‘ clause will be insufficient.

However, a consumer will not be able to return the goods because it was defective or not suitable for the purpose if:

• the consumer was made aware of the specific defects, and
• the consumer agreed to receive the goods in that condition.

A general ‘voetstoots’ clause will be insufficient to get out of the s56 warranty, because you have to mention the specific defects.

Yep, I quoted that to all of them...seems like there is a loophole...Huawei didn't sell it, CellC did....so Huawei say they can only repair. CellC says they have to send it to Huawei for assessment to approve CPA claim. Both state they cannot guarantee how long I will be without a phone, and no loan offering (seeing that their VIP service offering is non-existent).

So, I need to organise a loan phone, then I will just have to go through the whole process of having CellC send it to Huawei themselves (since they don't assess the phones in the shops) and then wait and hope that I get an answer within 3 weeks.

 

[DMNknight]

Given all of the above, I would also lodge a complaint with the NCC stating that Huawei are "illegally" trying to deny your rights under the CPA.

I would mention this to the person at Huawei sending you the "T&A" form for the repairs and saying how it is illegal to require you to sign away your rights as protected by law.