Hello everyone,
I would like to share my current experience with Huawei support and their authorized repair partner DIL because honestly I do not know what else to do at this point.
I originally owned a Huawei Pura 70 Ultra which started having serious problems:
- overheating,
- the back cover separating from the phone,
- software irregularities,
- and hardware/button issues.
I contacted official Huawei support and was instructed to send the phone through their official repair process to DIL (their authorized repair center). I still have all the emails and documentation from that process.
After the repair process, I received what I believed was a new replacement unit from Huawei/DIL.
However, after some time, the replacement device started developing almost the exact same problems as the original device:
- overheating,
- rear cover separating again because of the heat,
- strange software behavior,
- and system messages appearing in Polish even though the device was configured in English from day one.
Because of this, I contacted Huawei support again and once more followed the official repair procedure.
Now comes the shocking part.
I received a repair quotation from DIL stating that the device is NOT covered under warranty because the phone was supposedly “opened by another one” (third party repair).
This makes absolutely no sense to me.
The phone has NEVER been repaired or opened by any unofficial repair shop. The ONLY repair process this device ever went through was through Huawei and DIL themselves.
I also purchased an extended warranty for this phone because of how expensive the device was. Why would I intentionally void both the original warranty and the extended warranty by bringing it to a random repair shop?
At this point, I honestly suspect that the replacement unit I received previously may have already been a refurbished/opened device before it was sent to me.
What frustrates me the most is that my warranty is now effectively being denied because of a condition that may have originated from the replacement unit Huawei/DIL themselves provided.
I have always been a huge Huawei fan and own several Huawei products, which is why this situation is extremely disappointing for me.
Has anyone experienced something similar with Huawei or DIL?
Any advice on how to escalate this further would really help.
I can also provide screenshots/emails if needed.