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General discussion

Huawei Mate 9 - No US based service!?

Apr 3, 2017 9:18PM PDT

Model: Huawei Mate 9
Purchased: Jan 2017
Model: MHA-L29
CPU: Octa-core 2.4 GHz
RAM: 4 GB
Android: 7.0 / Nougat
Summary:
Having tired of the Apple & Samsung duopoly, I wanted to find an alternative. I sought out HTC, Google, and Hauwei phones... and finally settled on the Huawei Mate 9, buying one myself and another for girlfriend. We've had the phones for only 2-3 months, but the love affair has been short lived.

Two issues:
1) The volume button on both phones continue to work, but no longer have the 'click' snesation when pushed, now it needs to be mashed a bit to get any response

2) My screen shattered with a 30 inch drop from a sink, onto a tile floor.

My issue here is not my clumsyness, but that Huawei has no service cetnres in the US... ZERO! It's just not possible to get a broken phone repaired by an authorized technician. Additionally, neither myself nor Huawei USA are able to locate private/third-party repair shops qualified to do the work, even in a major city like NYC.

The best Huawei could offer was that I should 'look for parts on the internet' and see if I could find instructional videos on YouTube.

This is a strong word of caution to prospective buyers - stay away from the device until they get thier service optoins sorted.

Also, a word of advice to Huawei - if you want to penetrate the US market you need an actual presence here. This half-hearted approach will not work.

Discussion is locked

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Huawei service center.
Apr 4, 2017 4:48AM PDT

I agree with you that customer service and retention is very important, without that it will be very hard to survive in the market of US. But,according to the site of Huawei there are remote office spread all over US.

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Huawei has no USA-based Service Center
Apr 10, 2017 10:49PM PDT

I wish this was the case. I have been on the phone with Huawei USA many times and they simply don't have authorized service centers in the US. Please prove me wrong - I would be very happy if you could show me otherwise.

Huawei is desperately trying to break into the US market, but without a presence here and no support for their products or customers, I have to recommend everyone avoids the Huawei Mate 9.

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Huawei has a TX service center.
Oct 2, 2017 6:52AM PDT

Hi, I just shattered my mate 9 screen. You can get a replacement from Huawei's TX service center. You'll pay for shipping plus $98 replacement fee. http://consumer.huawei.com/us go to chat or call them.