Huawei Repair Center Damaged My Tablet During Screen Repair

I sent my Huawei MatePad Pro 12 tablet to Ouno Technical Service on February 5, 2026, due to a cracked screen, and the device was returned to me on February 17, 2026. However, after receiving it back from service, I noticed new damage on the back and edges of the tablet that was not present before. My device, which I purchased brand new, has now been returned to me in a damaged condition.

As soon as I noticed the issue, I shared photos through the Huawei WhatsApp support line. Later, Huawei customer service called me and stated that the damage did not occur at the service center and may have happened during shipping. They also claimed that service procedures are recorded on video and that the device did not have this damage during the recorded process. When I requested to review the video footage, I was told it could only be shared with a court order.

I was not given a convincing explanation as to how damage of this extent could have occurred during shipping, nor was I provided with transparent information regarding the service process. Additionally, when the service request was created, the Huawei customer service representative specifically instructed me to take photos of the device before sending it in. At the time, I did not fully understand the reason for this request. However, after experiencing this situation, it is concerning to think that such issues may have been anticipated in advance, and that customers are effectively warned to protect themselves.

My device is registered under service form number IST01-OU-3178775. I sent my tablet in only for a screen crack repair, yet it was returned with additional damage to the back cover and edges. I request that responsibility for the damage caused during the service process be accepted and that my device be replaced.

It is unacceptable to shift the blame to the shipping company without acknowledging responsibility. I want this grievance to be resolved as soon as possible. I would also strongly advise anyone sending a device to this service center to document the device condition and packaging with an official report before shipping it.