On March 20, 2025, I purchased a Huawei MatePad 12.6 PaperMatte Edition 256 GB directly from Huawei.com.
Since I often edit videos for work, I downloaded CapCut through GBox, a third-party app installer, because it was not initially available on the AppGallery.
After some use, I noticed that the app frequently froze and lagged badly. I emailed Huawei support and received a reply. Coincidentally, Huawei called me later for a "satisfaction survey." I explained my situation, and they connected me with technical support.
After a 1-hour call, they told me a senior team member would call within a few days. On April 18, I spoke with a representative, Mr. A*******, who blamed me for downloading from GBox and said they could not assist me because it was a third-party app.
During the call, I checked AppGallery and saw that CapCut was actually available there. I reinstalled it through AppGallery — but the lagging issue persisted.
Even worse, Mr. A*****’s tone was accusatory**, questioning why I initially used GBox and treating me as if I were at fault, rather than offering proper guidance.
Isn't it the job of technical support to guide the user instead of scolding them?
Regardless of the installation source, the device severely struggles with basic video editing tasks.
Adding one animation and one effect in CapCut causes the MatePad to freeze and stutter badly, performing like an ancient device — not a premium tablet in 2025.
This tablet is marketed as a high-end product, not an entry-level one, and it’s truly disappointing.
I urge Huawei to take full responsibility and either optimize their software or stop advertising the device as a professional-grade tool.
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