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.
I purchased a Huawei MateBook D 16 laptop and have been using it for about a year. In December 2024, I noticed cracks forming on the upper edges of the screen frame on both sides. Concerned whether this was a manufacturing defect, I contacted Huawei customer support and sent photos via email. They d...
On November 14, 2022, I purchased a Huawei MatePad 11 tablet directly from Huawei’s official online store. I was initially impressed by the screen quality and clarity, but in October-November 2024, the screen started freezing occasionally. I assumed it was a software issue or caused by an installed ...
I bought a Huawei Matebook D 16 laptop and have been using it for a year. In December 2024, I noticed cracks on both sides of the top edge of the screen frame. Unsure if this was part of the original design, I contacted Huawei customer service and sent photos via email. They asked me to send it to t...
I purchased a Huawei tablet, trusting the brand’s quality. Shortly after use, invisible scratches appeared on the screen — they are not visible under normal conditions, but become clearly visible when the screen is fogged up. Therefore, it is physically impossible for these scratches to have been ca...
The soft pen tip of the Matepad 11, which I purchased via pre-order, melted within its second month of use. I've been in contact with customer service for exactly three months. Recently, they requested 360 TL for just one pen tip. Despite the pen breaking in two months, customer service claimed it d...
Comments