Bests & Worsts Reviews from Amazon

You may NEVER see your device (or the money you paid for it) again if you send to Huawei USA for service -- My smartwatch (RMA R346245) has been "lost" for 4-months. Research, Purchase, and Use: I was interested in an Android smartwatch and researched all of them online. After exhaustive research, and based on all of the reviews and ratings I found, Huawei's appeared to be the best Android smartwatch available. I purchased a Huawei brand Android smartwatch through Amazon in November of 2015 -- waiting for the price to come down a bit from its original list of $399. I thought it was a steal at $329. It worked great for a couple of months but during system update, it froze. (There is no reset button on this ... or most Android smartwatches.) So I emailed Huawei USA Device Support in February 2016. Little did I know it, but that is when the nightmare began. Product Support: After some work with support via email and phone, they sent me information to ship it to their repair center in Texas (RMA R346245). I followed the procedures and according to UPS tracking the watch was received by them on March 11, 2016. Over the course of the remainder of March, April, even into May, I received no updates on its status in the repair queue. It would have been helpful to at least get an automated note that the package was received, in line for repair, repaired, being shipped back, etc. Nothing was forthcoming. Occasionally, I would call or email customer support located in Las Vegas. I spoke to many people in customer support over the course of many calls. These included Kenyan, Samina, and George. While they were polite and attempted to be helpful, they were never able to obtain any information from the repair center in the initial months. I was not thrilled, but not too upset that my watch had been gone for a couple months -- after all, there were probably a lot of devices that needed repair. The main frustration was that no one could let me know its status. They couldn't even tell me where it was. Eventually this changed, but not for the better. In June I was finally informed that my watch had been repaired and shipped to Las Vegas -- and that the package was refused and may have been returned to Huawei USA device repair in Texas. (Important note, I live in Lafayette, Louisiana and they have my address, email, and phone number.) Why it was shipped to Nevada? I'll never know. But I was not informed when the watch was shipping so that I could track it. If I had been, I would have let them know that they were shipping it to the wrong address. Huawei USA did not contact me about this, I found this out after yet several more calls to customer service -- where the information was slowly teased out. In one call, I was advised by Huawei USA customer service to contact UPS to figure this out. I informed them that since they shipped it, they should try to locate it. I was assured that this would be resolved soon. It wasn't. Later in June I was informed that a request had been sent internally to find the watch (at the Texas repair center). Nothing occurred. Later they requested to send me a new watch since the original was lost internally. That also never occurred. Nothing has ever occurred except some very nice conversations with the customer service people in Las Vegas who assured me that they understood my frustration and that I had been very patient and that they were consumers too. Several times in May and June customer service escalated my concern and marked communication URGENT to the repair department. Apparently other departments at Huawei USA don't understand the meaning of URGENT ... or there is a gigantic pile of urgent problems on thier desks -- or they have one of the worst internal communication problems I've ever encountered. In the last couple of weeks, customer service had assured me several times that these issues would be resolved and that I would receive calls. I almost never did. When I did call them (or on the one time I did receive a call), all they could say was "sorry, we don't know the status." I can honestly say that attempting to work with Huawei USA has been the worst customer experience I have ever had with any company in 35 years of being an adult consumer. Finally, after nearly 4 months of waiting and attempting to work with Huawei USA customer service, I'm going public with my problem. My hope is that one day I am posting this experience on every Huawei-related website and emailing to every Huawei contact that I can find in the hopes that someone at Huawei USA or Huawei Global has both the authority to return my money or repaired watch ... and cares enough to ensure that it gets done. (I am also providing the information to Amazon since I bought through them. Perhaps, with enough complaints, they will stop carrying Huawei products.) If you happen to work for Huawei and receive this, and do not have such authority (as apparently most employees do not have the authority to ensure that a $329 watch is repaired and returned in a timely fashion), please forward UP the Huawei chain of command until someone is reached that does care and can get this done. My contact information is available via the RMA: R346245. Lessons Learned: I've lost all respect for Huawei USA. While the home office in China may be an outstanding example of modernity and efficiency, they clearly have no control over a very disorganized and non-customer oriented USA office. Their behavior does not bode well for a company that is trying to gain market share in the U.S. As a professor of communication, it is clear to me that their USA offices need a communication audit -- to determine whether or not their internal communication is efficient and to understand why they cannot solve a simple customer service issue. I doubt that I will ever see my watch or my money again -- although I certainly do want to ... and hopefully a consideration for the months of frustration their "service" has created for me. But I have learned (at the cost of $329 plus months of aggravation) to never purchase anything from Huawei and I hope to share this with the rest of you so that you can save the time and aggravation. If Facebook had an dislike button for pages (ala the frownie face for disliking posts), I would most certainly use it. The only thing of value I have received from this is a teachable moment -- which as a college professor of communication I will use: This will make an excellent case study in poor internal communication as well as how to lose customer support and brand loyalty. Recommendation: Look at Samsung, LG, HTC, Nexus, Google, Sony, Apple (different OS) -- or anyone else selling smartwatches and phones. Their prices and products are comparable ... and you might actually find a company that cares about follow up service to the customer. #HuaweiBadExperience #HuaweiUSAsucks @Huawei @HuaweiDeviceUSA @HuaweiMobile (RMA R346245) #DontBuyHuawei