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Huawei Device USA Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Huawei Device USA Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Huawei Device USA Inc. has 6 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/15/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I received a Huawei GT3 pro watch from my dad for my bday last year ('23). The warranty date was for Sept 11/24.The watch had been working fine- had 50% battery left and stopped working- powered down. Unable to charge. I reach out to Huawei for the first time the week of Aug 5/24- after checking to ensure it was under warranty and following the steps *********** took them three weeks, and me consistently reaching out to them for them to send me a shipping label to send the watch back. They assured me that their shipping label problems were behind them, and the rest of the process would be as quick as possible, average 5-8 bus. days. This still seemed long to me, after already being without a working watch for 3 wks, but this is the only option for warranty work so I sent it.Thanks to tracking, I was able to see that the watch was delivered on Aug 23. I still do not have my watch back! I have literally heard nothing from the company from day one, unless I reach out to them. I used that watch for fitness and health every single day. I actually gave my old Apple watch to my brother when I got this watch, and I have since asked for him to send it back to me so I have a watch to wear- I told him it'd be a couple weeks. I still have it.The only support options are live chat (which has recently been removed) and email. They still won't even tell me what the actual problem with the watch is! End of Sept, they tried to appease me by saying the needed part will be delivered to them Oct 10/11 (they said both) and that I should have my watch back asap after that. Well, Oct 11 came and went. No word from them. I asked for a replacement, I asked for my money back. They told me to go to the place I bought it from. I told them they must be joking- why would Visions give me a refund for a watch I don't even have. They repeated the same thing again. I am SO frustrated and don't know where to turn. I just want a working smart watch, ideally the same one I sent them!

      Customer Answer

      Date: 12/16/2024

      Hi,

      I just wanted to let you know that the complaint has been resolved finally. Shortly after you contacted Huawei, I did as well (yet again). Finally, instead of their usual "please be patient" response, they said due to the delay in fixing my watch, they have decided to send me a new one. Coincidental timing? I think not. So, thank you! Of course, they said they'd have further details in two days, and it was more than two weeks with only communication being my weekly email to them for updates. Alas, finally on Friday I was able to pick up my new watch from Purolator! Now that I have the watch in my possession and know that it works, I sent them a thank you email, and now am letting you know that this has all been resolved. Thank you for your influence!!

    • Initial Complaint

      Date:08/16/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In April '20 we entered into an agreement with Huawei (solar parts manufacturer) and SolarX to get 32 solar panels installed. Everything went well until Sept 23, '22 when one of the optimizers failed. ****** had advised us that this rarely happens and the optimizers last at least 10 years before any issues. We arranged through SolarX and Huawei to get a technician to replace it. When the technician came to replaced the optimizer he told us that more are likely to fail as Huawei had a batch of faulty optimizers around the time we got ours. I knew that service fees were not included in the warranty but I figured where SolarX and Huawei knew they had faulty optimizers they would take care of the cost, of course they did not. I had to pay $480 for the service call.I was in contact with Solar X to try and get them to back me up on getting all the optimizers replaced and the service fees covered but they would not. The system cost $37000 and we are not even close to paying off the loan for it. We cannot afford paying service fees on top of the loan each time an optimizer fails due to them being faulty.I thought maybe it was just a one off and I would see if any others failed while seeking some good customer ********************** in getting the service fee covered.Now just in June I noticed another optimizer failed and had to get the technician in to replace that one. Nicely enough the technician only charged me $345 this time. If I need to get each one replaced one at a time it could cost me up to $16000.Now today, 8/15/23, I discovered another faulty optimizer and I am battling with Huawei and SolarX to get them all replaced at their cost.I have many emails back and forth. I have tried to get someone from Huawei to contact me but no one calls me. Huawei was aware of the faulty optimizers and are letting customers incure the cost of replacement.Where this is known faulty products it should be a recall by Huawei and all replaced at no cost to us.

    • Initial Complaint

      Date:04/13/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a Huawei GT Runner fitness tracker watch from Amazon.ca on Sept 14, 2022 in the amount of $281.36 CAD. The third party seller was Huawei ******. This watch had a 1 year warranty.After a few months the watch started malfunctioning. I sent the watch to be inspected and repaired at the Huawei ************* and it was returned to me with no repair being done.After another month, the watch's battery was unstable and the touchscreen was inoperable which meant the watch could not be used for any purpose anymore.The watch was sent 5 times to the repair centre and after the 5th time, Huawei informed me that the watch had water damage and the warranty did not cover water damage. They basically told me that i damaged the watch.After I communicated with Huawei about 50 times during the course of these 5 repairs, all they seemed to care about was receiving 5 star ratings on their surveys rather than addressing and correcting the defective watch which should have been covered under warranty.How does a watch that is advertised as 5ATM suitable for swimming up to 50 meters on their website get damaged and become defective? I mentioned to Huawei that since the watch was inspected, opened and closed on 5 occasions, would it be possible that the watch was not sealed properly when it was returned to back to customer.I then filed a dispute with my credit card company and am seeking reimbursement for a product that became defective and a company that refused to repair or replace it under the 1 year warranty policy.This was the worst customer ********************** i have experienced in my entire purchase history and will never buy another Huawei product again.

    Huawei Device USA Inc. is NOT a BBB Accredited Business.

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