Huawei — customer support quality of service

Address:

0000

Dear Team,

First, I would like to thank you for the past few years that I spent with your products, I really enjoyed the quality of it that helped me over the years to make my life easier.

Second, I am really feeling sad that the years have been ended and I made my decision to never use Huawei devices again after the unprofessionalism and the disrespect that I faced from your customer support.

Let me mention the issue exactly for your information;

I called the customer support asking for a spare part (battery) for my phone last Thursday 20th of December, they kept mentioning that they would reach me soon, with no reply for 5 days, during this days I was calling everyday to ask for an update and I got a lot of promises to check and solve that soon with no reply.

At the end a customer support representative called me and asked me to reach the branch (Technocare) that working till 7:00 PM as she mentioned.
After I reached the branch at 6:00 PM I found it closed, I called the call center and they informed me that the branch should be open till 7:00 PM. They asked me to go home for now and he would open a complaint for that.
After one day I got a call from the customer support who said “sorry the branch changed the working hours and didn’t inform us” and when I asked what the action he should take for that he replied “nothing, we will send someone to you to take the phone (which is the normal procedures)” and when I told him that this is not acceptable and I really thinking to not get any Huawei device again under this bad service, “how can I help you further” he said, and ended the call.

I am really in shock from the level of service that has been offered from one of the biggest companies in world which make me ask myself, did the main office knows about this unprofessionalism and the disrespect of customer support?

I hope you can handle this email in a serious way to improve your after-selling services and take the necessary actions for your best future in the middle east market, please consider this as a raising-flag from a FAN wish you the best.

Regards,