Faulty Huawei Mate 20 Pro from Mobileciti

Rukiata on 02/11/2018 - 10:40
Last edited 08/11/2018 - 15:39

Hi guys. So I am one of those people that pre ordered the new Huawei Mate 20 pro.

Well it costs $1599

Now it has a major problem that is rather annoying, it has half the screen tinted green…
Just like these https://forum.xda-developers.com/mate-20-pro/help/mate-20-pr…
but mines HALF OF THE SCREEN! its so annoying im trying to request return but their ebay support is stuffing me around!
its clearly a faulty phone and I have sent them pictures.

This is what they message me

''With the photo provided, we couldn't see much details of where about is the issue of the screen. Are you able to circle it on the photo so we can take a closer look? Also if you have tried a factory reset on the phone and see if the problem still persist? Look forward to hearing from you. Kind regards Jay Mobileciti_estore '
''Thanks for your response. But we can not rely on online forums for faults as we can only inspect and confirm faults with the individual. However, we can take the phone back to us for inspection with the LCD and just to see if there are any faults. But we would need you to label or put a sticker on to the areas that have an issue so it would easier for us to compare. Look forward to hearing from you if you want to do that. Thank you. Kind regards Jay Mobileciti_estore'

First its not a LCD screen, second its not a software problem and I dont even have stickers to put on the phone? its not hard to miss..I am worried if I send the phone back they will say its normal and nothing is wrong with it.

Update:
will return phone on Monday I got shipping label, ill let ya'll know how it goes and if it goes poorly or good would probably give them feedback
Update2:

So all is good I got a refund pretty fast! pretty happy about this all. I wont lie I was stressing out $1600 is a lot of money.

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Comments

  • HighAndDry on 02/11/2018 - 11:00

    Upload a photo that you've sent them. Because their response is fairly standard. Especially this?

    Thanks for your response. But we can not rely on online forums for faults as we can only inspect and confirm faults with the individual.

    Yeah. That's "Duh" levels of obvious.

    I'd just take more photos, point out clearly where and what the issue is, take a video if it is hard to see on a photo (because you already know what you're looking at, for someone looking at it the first time maybe it's not that obvious).

    • Rukiata on 02/11/2018 - 11:03

      Its a screen problem its so hard to take a picture of it with a shity spare cheap phone. taking a video will be the same thing thats the issue here.

      • [Deactivated] on 02/11/2018 - 11:09
        +4

        Have you tried using MS Paint to outline the problems?

      • HighAndDry on 02/11/2018 - 11:20
        +1

        Mirror?

      • Love a bargain on 02/11/2018 - 13:08

        Got a camera or know anyone else who's got a phone with camera or a camera who can take the pictures and video for you?

  • BargainCowboy on 02/11/2018 - 11:01

    How long has it been since purchase? PayPal?

  • follow on 02/11/2018 - 11:18
    +2

    Try messaging the mobileciti rep here.
    Alternatively, if they're still unhelpful, PayPal that sh1t

    • Rukiata on 02/11/2018 - 11:19

      I have and still no reply

      • follow on 02/11/2018 - 11:20
        +3

        Item not as described. Start the process.

  • ozhunter on 02/11/2018 - 11:39
    +1

    Send them a video of it?

  • stringbean402 on 02/11/2018 - 12:07
    +1

    Simple… Paypal claim "Significantly Not as Described"

    Keep the comments in the claim short and sweet. "Phone screen is faulty, will return item for full refund."

    Escalate to a claim immediatly after lodging the dispute. Paypal will take about 7 days to respond then ask you to return the item.

    Send it back and provide tracking details. Once it is confirmed delivered your purchase will be refunded.

    Claim return shipping costs via here (keep your receipt with tracking details) make sure you activate this on your account before you start the process.

    https://www.paypal.com/au/webapps/mpp/returns

  • Associatedlyl @ Mobileciti on 02/11/2018 - 13:13
    +3

    Hi Halvar, sorry to hear that you've been experiencing issues with the Mate 20 Pro and for any confusion. I've just sent you a PM. Thank you

    • Rukiata on 02/11/2018 - 14:52

      can you let Jay know to agree to the Ebay return

      • Associatedlyl @ Mobileciti on 02/11/2018 - 15:47

        On my PM sent 2 hours ago, I've already confirmed that we are agreed for a return. I've just sent you another PM and my colleague has rang you, thanks for your understanding.

        • Merlinux on 07/11/2018 - 20:15
          +1

          Hi there,
          Are you able to give us an indication on what percentage of phones sold have experienced this issue?
          Or what screen the phones come with sold by mobileciti? LG or BOE?

  • pantsparty on 02/11/2018 - 13:59

    Sounds like you have sent them some crappy photos - I would reply too saying send me a better photo/make it more obvious where I should be looking. Go through paypal like everyone else has advised. Not really worth an Ozbargain post

  • Tech5 on 02/11/2018 - 14:33
    +1

    Why not send it back like they asked?

  • hasselbladsnapper on 02/11/2018 - 15:26
    +1

    I found they just give you the run around by Jay. Faulty Moto phone failed within 36 hours, and was told to return for warranty claim. A - D.O.A. should have been the trigger for a full replacement or refund!.

    But no, it was to be a warranty claim. Was to go overseas and needed a functioning dual sim phone to take, but who knows how long a warranty claim was going to take, and if so would it keep working on the trip?.

    In the end after back and forth emails, just pulled the pin over the run around and went the Ebay/Paypal path.

    Fantastic, sorted and refunded within hours and purchased an Oppo from Officeworks, end of drama, and a reliable phone.

    So take the Ebay/Paypal path, and avoid the hasseles!!.

    • Rukiata on 02/11/2018 - 15:28

      AH its the same person Jay. thank you. returning the phone monday but they are saying its a refund and I should ignore the email I got but who knows lol.
      Thing is they better look at the screen with low brightness and test it not just be lazy and what not. this is stress ful i over think and worry to much.

      • Your Friend on 02/11/2018 - 15:53
        +2

        just get a refund and buy from a physical store, a lot less stuffing around from my experience

  • bargainhunter87 on 02/11/2018 - 16:19

    where does it hurt

  • pgcs on 03/11/2018 - 08:46

    I have dealt directly with the shop for years & have never had a problem returning faulty items (2 x LG phone) for replacement.
    If you live close enough, visit the store - the staff there have been great before, I can't see any reason why that would change.

    • Rukiata on 03/11/2018 - 12:52
      +1

      Yep. and never buying a huawei phone ever again

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