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    Huwaei refusing repair nexus 6p and damaged phone

    Hi, First of all thanks in advance for your time.
    Recently my nexus 6p screen display went pink. I sent phone to Huawei uk centre for repair. I got email back saying phone is blacklisted and cannot be repaired therefore. I received phone back yesterday and there are damages everywhere. It is clear they opened back and display with screwdriver which left dents on. Phone is definitely not blacklisted as i am sole owner from new and even checked IMEI with EE and online websites. It also work on mobile networks. I bought phone direct from Amazon France (directly sold no third party). Huawei has clearly refused to repair under warranty phone plus damaged it. Also they do not need to open phone to find whether its Blacklisted. I am very annoyed as my £400 phone is damaged on purpose (it serms) there are screw drivers dents on back plus side layer (screen) film missing. I am even worried if they have taken out some parts. It was sent direct to Huawei then to BME (i suppose third company they contracted).

    I tried my best in emails to tell them phone is not blacklisted and even sent proof.

    Can anyone please suggest legal option that i can take against Huawei. I swear i wont ever buy huawei manufactured phone again.

    Thanks again

    15 Comments

    You have not indicated when the phone was purchased, but if the purchase was subject to UK consumer requirements the responsibility for warranty claims within 12months of purchase is with the merchant. As you did not purchase from a UK merchant, you may need to consider Euro consumer requirements. Probably most obvious next step is to contact the merchant, Amazon Fr.
    europa.eu/you…htm

    Have they returned your old phone or another one?

    Doubt if Amazon can help now.

    Who did you actually send it to ? Is it really Huawei or an agent?
    I'd say small claims court.

    mas99

    Doubt if Amazon can help now. Who did you actually send it to ? Is it … Doubt if Amazon can help now. Who did you actually send it to ? Is it really Huawei or an agent? I'd say small claims court.


    Not convinced Huawei has a registered presence in UK so small claims / MCO action is likely not an option.
    The vendor should not have an issue with an attempted repair via the manufacturer or a manufacturer-approved company.

    OP, did you buy the phone with a credit card? If you did pay with a credit card (not debit card) even foreign purchases are subject to Section 75 protection from the card issuer, meaning the card issuer is jointly responsible with the merchant for warranty claims.
    which.co.uk/con…act

    Original Poster

    mas99

    Have they returned your old phone or another one?Doubt if Amazon can help … Have they returned your old phone or another one?Doubt if Amazon can help now. Who did you actually send it to ? Is it really Huawei or an agent?I'd say small claims court.



    I got phone back from Huawei and came damaged and without repair . I dealt direct with Huawei customers service. I purchased on Amazon France website delivered to uk address. I have also contacted Amazon France and waiting for their response

    Original Poster

    AndyRoyd

    You have not indicated when the phone was purchased, but if the purchase … You have not indicated when the phone was purchased, but if the purchase was subject to UK consumer requirements the responsibility for warranty claims within 12months of purchase is with the merchant. As you did not purchase from a UK merchant, you may need to consider Euro consumer requirements. Probably most obvious next step is to contact the merchant, Amazon Fr.http://europa.eu/youreurope/citizens/consumers/shopping/guarantees-returns/index_en.htm



    ​Phone was bought on Amazon France and delivered to uk address. I contacted them and sent blacklisted claim letter from Huawei in email. Now waiting to hear back

    Original Poster

    AndyRoyd

    Not convinced Huawei has a registered presence in UK so small claims / … Not convinced Huawei has a registered presence in UK so small claims / MCO action is likely not an option.The vendor should not have an issue with an attempted repair via the manufacturer or a manufacturer-approved company.



    ​They have uk customer care. Is it not enough?

    Original Poster

    AndyRoyd

    OP, did you buy the phone with a credit card? If you did pay with a … OP, did you buy the phone with a credit card? If you did pay with a credit card (not debit card) even foreign purchases are subject to Section 75 protection from the card issuer, meaning the card issuer is jointly responsible with the merchant for warranty claims.http://www.which.co.uk/consumer-rights/regulation/section-75-of-the-consumer-credit-act



    ​Yes i did buy with american express from amazon

    I think I'd contact American Express and ask them to fight your corner. May bring more weight to the argument.

    Good luck,

    Rich

    arora

    ​They have uk customer care. Is it not enough?


    arora

    ​Yes i did buy with american express from amazon


    The credit card S75 eligibility is a great fallback if all else goes pearshaped, but may not be required if Amazon Fr plays fair.
    Otherwise it is potentially a little messy to subsequently enforce handset warranty and duty-of-care responsibilities as the EU consumer URL quoted suggests the merchant is responsible for satisifying warranty claims but the merchant does not appear to have originally been contacted to initiate a warranty claim, plus your subsequent loss (the damage to the phone) has been effected by a support service that may not have a formal existence in UK. Do you have the precise formal business details of the company that you entrusted the repair to? For info: "uk customer care" is not sufficient to identify the company, but I would expect all comms from the company to offer disclosure of its trading details. With the formal company details you can then decide who to contact to initiate some redress, if other routes fail.

    Original Poster

    reddeviluk

    I think I'd contact American Express and ask them to fight your corner. … I think I'd contact American Express and ask them to fight your corner. May bring more weight to the argument.Good luck,Rich



    ​Thanks

    Original Poster

    AndyRoyd

    The credit card S75 eligibility is a great fallback if all else goes … The credit card S75 eligibility is a great fallback if all else goes pearshaped, but may not be required if Amazon Fr plays fair.Otherwise it is potentially a little messy to subsequently enforce handset warranty and duty-of-care responsibilities as the EU consumer URL quoted suggests the merchant is responsible for satisifying warranty claims but the merchant does not appear to have originally been contacted to initiate a warranty claim, plus your subsequent loss (the damage to the phone) has been effected by a support service that may not have a formal existence in UK. Do you have the precise formal business details of the company that you entrusted the repair to? For info: "uk customer care" is not sufficient to identify the company, but I would expect all comms from the company to offer disclosure of its trading details. With the formal company details you can then decide who to contact to initiate some redress, if other routes fail.



    ​Well i have emailed Huawei with damage pictures and also contacted Amazon about Huawei Blacklisted claim and waiting for their response. Well its amazon also responsibility if they sold blacklisted (which Huawei says) to me. To be honest I have hope from Amazon only because Huawei has done all to trouble me.

    Original Poster

    arora

    ​Well i have emailed Huawei with damage pictures and also contacted A … ​Well i have emailed Huawei with damage pictures and also contacted Amazon about Huawei Blacklisted claim and waiting for their response. Well its amazon also responsibility if they sold blacklisted (which Huawei says) to me. To be honest I have hope from Amazon only because Huawei has done all to trouble me.



    ​Huawei does seem uk presence. huawei.com/uk/…us/

    arora

    ​Huawei does seem uk presence. h … ​Huawei does seem uk presence. http://www.huawei.com/uk/about-huawei/contact-us/


    I probably haven't explained enough: if things deteriorate to the stage that you are going to persue a legal case, you have to identify the defendant. You have not yet indicated in this thread the identity of the company that is responsible for the (non)repair. The website you quote has at least three companies potentially associated with it through commonality of contact name and address, plus any subsidiaries / contractors / service providers / repair centres etc. Examples via URL below where one "Huawei" company at the address ceased trading only two months ago: beta.companieshouse.gov.uk/sea…+uk
    Look at the commumications from the company that instructed you to send the phone to wherever. Those communications should disclose a precise company name.

    Original Poster

    AndyRoyd

    I probably haven't explained enough: if things deteriorate to the stage … I probably haven't explained enough: if things deteriorate to the stage that you are going to persue a legal case, you have to identify the defendant. You have not yet indicated in this thread the identity of the company that is responsible for the (non)repair. The website you quote has at least three companies potentially associated with it through commonality of contact name and address, plus any subsidiaries / contractors / service providers / repair centres etc. Examples via URL below where one "Huawei" company at the address ceased trading only two months ago: https://beta.companieshouse.gov.uk/search?q=HUAWEI+TECHNOLOGIES+ukLook at the commumications from the company that instructed you to send the phone to wherever. Those communications should disclose a precise company name.



    Thanks, Amazon France has agreed to issue full refund. I am now sending phone back to amazon. Huawei still has not come back. Very relieved. No more Huawei phones ever
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