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FCW101
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Terrible customer service regarding Huawei mate 20 pro G"REEN SCREEN"

I am posting here to make Virgin Media customers aware of the terrible customer service I have received regarding my Huawei mate 20 pro mobile device complaint about the "green screen" issue.

I purchased TWO of these handsets on the 21st October and have been using them since. I noticed a slight green tinge a few weeks ago around the edges of my screens however they have progressively got worse. I did some research online yesterday and it appears that both my devices are fitted with LG screens that are know to have this issue with green light bleeding through them. This is not supposed to happen and is a manufacturers fault.

I have spend the WHOLE day today on numerous live chats, calls and even Virgin Media's txt messaging service to see if thew would resolve my issue. As of yet, nothing has been resolved.

Huawei have said this issue takes time to develop, however Virgin Media have said "you should have returned these devices to us within the 14 day cooling off period". Well I couldn't because the issue hadn't fully developed until recently!

Virgin Media have refused to acknowledge that there is an ongoing issue with these devices and are telling me that I have to send both phones in for repair and, as it sounds to them as if I have broke the phone, they want me to pay a £234 postal fee!

I was hung up on when asked to speak to a manager earlier today.

Are you serious Virgin Media? I am paying you £2160 for these two phones and your telling me I need to pay to have my phone returned to you for inspection when its a manufacturers fault, not one I caused.

I refuse to risk sending you my phone for your technical team to turn around and tell me I caused this issue for then to be billed to repair it. This is a known manufacturers issue.

I will not accept someone taking my phone apart for inspection and then reducing the value of my phone. It is supposed to be a very high end device and and I want a replacement under my 2 year warranty so that the value of the phone is kept.

I am now stuck with a defective phone and outwith my cooling off period. Virgin Media have refused a reasonable solution and I am very angry that I am paying them £80 for both devices per month. Their customer service is a disgrace. 

Some (of the many) links to sources of the same issue I am getting:

https://ausdroid.net/2018/11/17/huawei-optus-acknowledge-green-screen-issues-huawei-mate-20-pro-taki...

https://yescrowd.optus.com.au/t5/Android/Huawei-Mate-20-Pro-Green-tinted-display-issue/td-p/494896

https://uk.community.huawei.com/mate-20-series-20/mate-20-pro-poll-who-has-a-good-screen-who-has-the...

 

 

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FCW101
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Re: Terrible customer service regarding Huawei mate 20 pro G"REEN SCREEN"

I have also been told by Virgin Media to take my device to a Huawei store to get them to resolve my issue. Well they do not have any stores in my country (Scotland) so I can't do this.

You are the person who I have a contract with Virgin Media as I bought two devices from you. YOU should be doing all you can to help your customers get help with their device issues, even if that means that you deal with the manufacturer directly. 

Never again will I buy from Virgin.

 

 

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bond2002
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Re: Terrible customer service regarding Huawei mate 20 pro G"REEN SCREEN"

Looks like Huawei can replace it by post, it appears someone has done this by contacting Huawei customer service on Twitter

https://forum.vodafone.co.uk/t5/Android/Huawei-mate-20-Pro-Green-screen-issue/td-p/2613897

https://twitter.com/HuaweiMobileUK

 

There is also a growing thread on Huawei's forum  https://uk.community.huawei.com/mate-20-series-20/mate-20-pro-green-edges-on-screen-679/index3.html#...

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Stuk1
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Re: Terrible customer service regarding Huawei mate 20 pro G"REEN SCREEN"

I have a issue with my m20p although mine came with the BOE display and not LG display many have had big issues with  green tint (light bleed) mine just appears to have faint green line down the right and left edge mainly visable on white and yellow backgrounds I'm well within my 14 day cooling of so if they don't just exchange it like for like at the door then I will just cancel all together its bad enough Huawei have stuck a cheaper BOE screens in as there obviously aware of it , and technically the LG displays are better if they weren't faulty and still expect £900 with an inferior display , I'm not keen on keeping it as it seems as the days tick by its getting more noticeable,, I might even just pick another phone as I can see this just being a repeated problem as many others have had , shame as it's a brilliant phone just let down by the display quality 

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Re: Terrible customer service regarding Huawei mate 20 pro G"REEN SCREEN"

Hi FCW101,

 

Thank you for your post. I'm sorry to hear this. 

 

Have you had any further update concerning your complaint? 

 

^Martin

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