Huawei — damaged display while with service centre for stuck in bootloop

Website:

consumer.huawei.com/in

This is with reference my huawei nexus 6p, given for repair due to boot-loop error after updating os to nougat 7.1.2, which is a globally known issue with this device.
The display was perfectly working when i submitted my device to the service center.

The sequence of events:-

1. On 22nd may 2017, my nexus 6p device got stuck in boot loop.
2. On 23rd may 2017, the device was taken to the huawei customer service center, bay pride mall, k p shanmugham road, marine drive, ernakulum, kerala -682011.

As the device was out of warranty, the above center did not accept my device and advised me to submit it to another huawei authorized service center which deals with out of warranty huawei mobiles, cyber space, zinage systems, no. Cc. 61/2710, opposite sangeeth mahal musicals, ravipuram, cochin 16. The device submitted in cyber space on 23rd may 2017 wide order no. 4748 (Receipt copy attached). It is confirmed by them that the issue is with the motherboard as they have tested my device to another mother board and found the device is working perfectly with it. They have conveyed that the issue thus could be overcome only after motherboard replacement and i have to pay for this even though the issue is a known hardware fault globally

3. Contacted huawei customer care no.[protected] wide complaint no 37120940. After discussions i was told to take back the device and submit the same to the service center dealing with warranty items. The device was taken back from the cyber space.

But this service center dealing with warranty items at bay pride mall, k p shanmugham road, marine drive, ernakulum, kerala -682011, denied accepting my device again even after the intervention of your customer care executive. There after i have got a call back from huawei customer care asking me to resubmit my device back to cyber space.

Further huawei customer care complaint nos. Are 37177630 and 37304460

4. The device was resubmitted to cyber space wide order no. 4815 on 05 jun 2017.

5. Contacted and had discussion on the subject by different executives and higher ups of huawei services and i was assured that my device motherboard will be replaced free of cost and i will get a confirmation on this through the service center.

6. On regular calls to the cyber space, the reply was the same that there is no information from huawei.

7. After which i have raised another complaint with huawei customer care wide complaint nos. 38854533.

8. Lately on inquiry from customer care they have found out from higher ups and informed me that it was already conveyed to repair my device free of cost to the huawei regional service manager mr. Shibilee (Mob no. [protected]). On contacting him, he started fumbling and started making stories that they were trying to contact me but could not for the last one month or so, which is absurd for a professional like me to be out of reach.

9. The huawei regional service manager mr. Shibilee advised me to collect the device from cyber space and hand over to service center, bay pride mall, k p shanmugham road, marine drive, ernakulum, kerala -682011.

10. The device was collected from cyber space on 08 aug 2017 at 1240 hrs and handed over at 13:09 to service center, bay pride mall, k p shanmugham road, marine drive, ernakulum, kerala -682011 on the same day itself wide job no. Rnina0002s[protected].

11. I was informed by them after a few weeks that the mother board is replaced but the device display has an internal damage and needs replacement, for which i have to pay.

12. As the device was kept with your service centers itself for quiet a long time and also the device was handed with display serviceable and there is no external damage on the display, it is obvious that the damages, if at all is there, is due to your service center mishandling.

As a customer who purchased a flagship mobile phone from a reputed company like huawei and facing such music for the last six months, is not at all acceptable or bearable and will have no excuses. The reputation of huawei is questionable by the above incidents for customers as a whole.

Considering my financial and mental implications due to the above pathetic incidents with huawei as a consumer, whose expensive mobile phone became unserviceable and non repairable in a reasonable time frame for this long, more than 6 months (And not even serviceable even today and nobody knows when it is going to be), and was forced to buy another phone for the daily essential needs of official and personal uses. And it is quiet obvious also to note that the mobile phone model is getting out dated with very little time frame, that too without usage.

Requesting for a repair or refund.