On April 25, Mr. Huang complained to Sina Guangdong Express that the mobile phone purchased at the official flagship store of Huawei Tmall at the end of last year began to have problems such as excessive fever in April and was sent to the official maintenance outlets twice. During the second maintenance, the maintenance network detected that the motherboard of the mobile phone had been disassembled without permission, and refused to provide Mr. Huang with free warranty service. Mr. Huang denied that he had dismantled his mobile phone privately and suspected that he had bought a refurbished machine in the official flagship store of Huawei Tmall.
On April 29th, Mr. Huang reported that Huawei’s service outlets had repaired the mobile phone for him free of charge, and guaranteed that the replacement parts were Huawei’s original materials, and the mobile phone had resumed normal use. Lawyer Liu Guohua of Guangdong Benben Law Firm reminds consumers that they should pay attention to the restrictive clauses in the merchant’s warranty policy when purchasing goods.
Buy Huawei mobile phone and repair it twice within half a year. The repair network determines that it is privately disassembled and will not be guaranteed.
In December last year, Mr. Huang’s girlfriend bought a Mate 9 pro mobile phone in the official flagship store of Huawei Tmall, and spent a total of 4,399 yuan. "It has been used well, but on April 6 this year, it began to have problems of fever and excessive power consumption." Mr. Huang took his mobile phone to Huawei Customer Service Center (Guangzhou Victoria Plaza Store) for maintenance, and only replaced the battery and front case. Within two days after the maintenance, the mobile phone still broke down repeatedly, and even could not be turned on. On the 9th, Mr. Huang came to the repair shop again and was told that the shielding cover of the mobile phone motherboard had been cut off artificially, which belonged to unauthorized disassembly. The repair shop refused to provide free repair service, and said that Mr. Huang had to pay 2400 yuan if he wanted to repair it.
Mr. Huang denied the idea of "disassembling the machine without permission" advocated by the repair shop, saying that the mobile phone had never been disassembled since the purchase. "Either the maintenance technician repaired the motherboard to shirk the responsibility, or Huawei Tmall Store sent us a’ repaired’ mobile phone from the beginning."
The official flagship store insists that it is genuine, and the maintenance network indicates that it has been dismantled privately.
Afterwards, Mr. Huang contacted the customer service of Tmall Huawei’s official flagship store and asked for a new machine or a full refund. However, the customer service insisted that the mobile phones sold were original and genuine, and there was no possibility of selling refurbished machines. He said that because the use of consumers could not be confirmed, it would be handled according to the maintenance opinions of the service center, that is, no free maintenance would be given. For this treatment plan, Mr. Huang can’t accept it: "I clearly have the service guarantee of free maintenance. Why did I choose to spend money to dismantle it privately? This is not logical at all. "
Mr. Chen, the manager of Huawei Customer Service Center Guangzhou Victoria Plaza Store, told Sina Guangdong Express that the maintenance process of the officially authorized after-sales outlets was monitored, and the mobile phone was handed over from the consumer to the repair shop, and they were tested and repaired under monitoring. Mr. Chen said that consumers stressed that there was no private demolition, but they could not provide proof. Based on the existing facts, "we have doubts about Mr. Huang’s statement. "
Regarding how to determine whether the mobile phone has been dismantled and repaired privately, Mr. Chen replied, "Professionals can know it at a glance", which can visually judge whether the mobile phone has been pried open, whether the screws have fallen off, and disassemble the mobile phone to observe the construction of the internal board. Mr. Chen said that at present, the maintenance plans of major Huawei official maintenance points are to replace the faulty parts as a whole. Unofficial private maintenance shops need to weld through advanced maintenance methods because they can’t order original parts, and the quality will be relatively rough without mechanized operation. In this test, it was only after Mr. Huang’s mobile phone was disassembled that he found that the motherboard shield had a sharp slit. Mr. Chen said, "This is not in line with the original factory situation."
Huawei promises free maintenance after quick complaint mediation. Lawyer: Pay attention to the warranty restrictions of merchants when purchasing.
Lawyer Liu Guohua of Guangdong Benben Law Firm believes that in this case, consumers bought Huawei mobile phones in the official flagship store and found that there was a phenomenon of artificial maintenance of the mobile phones. Without relevant certificates, it is difficult to defend rights. "Moreover, the cost of testing is too high, and it is unrealistic for consumers to test whether they are exported immediately after signing for it."
Lawyer Liu reminded consumers to buy genuine mobile phones through official channels and keep invoices, warranty cards and other rights protection certificates. In addition, consumers should pay attention to the restrictive clauses in the warranty policy of the merchants. If there are quality problems, they should go to the designated maintenance outlets for testing during the warranty period.
On April 27th, after Sina Guangdong Express complained and intervened in mediation, Mr. Huang, a consumer, reported that after consultation with Huawei, he could go to Guangzhou Victoria Plaza, a Huawei customer service center, to repair his mobile phone for free. The consumer accepted this solution and completed the free maintenance on April 29th. After replacement, the mobile phone resumed normal use.
(Sina Guangdong GDTS02)
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