Huawei M-Pencil 3rd Gen Defect Confirmed but Warranty Replacement Denied
About 1.5 months ago, I purchased a Huawei M-Pencil (3rd Generation) and a Huawei MatePad 11.5-inch (2025) tablet. Both products are still under warranty.
From the very first day I started using the stylus—especially while drawing or touching the screen—I experienced serious delays and interruptions. I contacted Huawei technical support, and after remote testing, the technical team confirmed that the issue I reported exists.
Despite this confirmation, I was asked to send all the products, including the tablet, to the service center. However, I actively use the tablet while preparing for exams, and it contains important data. Even though I explained that I could send only the defective stylus, my request was not accepted.
Even more concerning, the email I received stated that I could purchase replacement pen tips for a fee. The quoted prices were $10 for the transparent tip plus $5 shipping, and $21 for the white tip plus $5 shipping. Moreover, instead of using a corporate online payment system, I was asked to send payment directly via bank transfer to an IBAN account.
It is unacceptable to request payment for a product that is still under warranty and has already been confirmed by the technical team to have a defect. Additionally, asking for payment through IBAN instead of a formal payment system is highly unreliable for an official warranty process.
I do not accept being charged for a defective component of a product that I purchased brand new and that is still within the warranty period.
My request is clear: The defective stylus or stylus tip must be replaced free of charge under warranty. Otherwise, I will file a complaint with the Consumer Arbitration Committee.
I have generally been satisfied with Huawei products, but this approach in customer service and warranty handling has seriously damaged my trust in the brand. I request that this issue be resolved promptly and in accordance with warranty terms.
