Huawei MatePad 11.5 S Has Ongoing Connectivity and Freezing Problems

In July 2025, I purchased a Huawei MatePad 11.5 S tablet directly from Huawei’s official website (Order No. 90629801915). I specifically bought this tablet to prepare for exams and complete practice tests. Unfortunately, due to ongoing problems since the day I received it, I have never been able to use the device comfortably or efficiently.

From the very beginning, I have experienced persistent connectivity issues. The stylus frequently fails to connect to the tablet, requiring multiple attempts before it works. Even more concerning, the mouse that came with the device has never connected successfully, not even once since the first day of use. When I reported this issue to Huawei, I was told that they could offer me a voucher worth less than the amount I originally paid and that I would need to purchase the accessory again through their website. Being asked to spend additional money to resolve a problem that was not caused by me was both frustrating and unfair.

Approximately two weeks ago, while solving practice questions, the tablet screen suddenly turned black and the device completely shut down. It would not power on again until my brother performed a reset procedure. Since that incident, the tablet has begun freezing more frequently, and the overall user experience has deteriorated significantly. Because I purchased this device specifically for exam preparation, these recurring issues have directly affected my ability to study effectively.

I have contacted Huawei customer service multiple times regarding these problems. Most of the responses consisted of generic troubleshooting suggestions, such as resetting settings and trying again. During my most recent conversation, I was informed that the device would need to be sent to a service center and that the process could take approximately 20 days. I explained that I was already experiencing significant inconvenience, that I was preparing for important exams, and that being without the device for such a long period would create additional hardship. I requested either a replacement device or a temporary loan unit during the repair process, but both requests were denied.

After all these interactions, I am still left using the same problematic tablet. Between the connectivity failures, stylus issues, non-functioning mouse, screen blackout incident, and ongoing freezing problems, I believe this product is defective and does not perform as expected.

I request that Huawei either replace my Huawei MatePad 11.5 S with a brand-new unit or provide a full refund of the amount I paid. I also ask Huawei to take responsibility for the repeated issues I have experienced and provide a fair resolution to the inconvenience and disruption caused throughout this process.