I purchased the Huawei Freeclip Purple Wireless Headphones in February 2024, and despite using them carefully—either in my ear or stored in their original packaging—the coating on the stem has started to chip over time. Although this may seem like a cosmetic issue, it negatively affects both the appearance and overall user experience. I sent the headphones to KVK technical service on November 22, assuming the issue would be covered under warranty. However, after inspection, I was informed that the problem was considered “user error” and that the product would be returned without any action. I was genuinely let down, as I used the product with care, and it is unfair that a coating defect is treated as user damage. On top of that, I was offered a paid replacement at a price roughly 10% higher than the original retail price, which I find unclear and unfair. I believe the coating issue is due to a manufacturing or material defect. Therefore, I request that my product be re-examined under warranty and replaced free of charge; if that is not possible, it should be repaired under warranty. I also request that the justification for the “user error” decision and the paid replacement fee be reviewed, along with a clear written explanation of the pricing policy. The form number for this evaluation is 2502569693.
I purchased my Huawei FreeClip earphones about 1.5 years ago from Huawei’s official website huawei.com.tr and also bought an additional 1‑year extended warranty. The cable on the stem of the product started to peel, a problem that is purely cosmetic, and we handed the unit over in person to the KVK Kartal service center to obtain warranty support.
While the product was still in the delivery stage, we were met with a “out of warranty, user error” attitude without any technical inspection, and for a product whose warranty period is still active, this approach both surprised and disadvantaged me. Moreover, demanding a fee equivalent to the price of a new earphone for this cosmetic issue is unacceptable.
Since the third year of my product will expire in February 2027, it is still within the warranty period. Instead of labeling it as user error and excluding it from coverage without any inspection, I request that the product be properly examined and, in accordance with my warranty terms, repaired free of charge or, if possible, replaced to remedy my grievance.
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