JS
Jack S
1 reviews | Active since Jan 2019
22 Jan 2024, 15:00
Formal Complaint Regarding Unsatisfactory Repair Service and Lack of Communication
On the 30th November I wrote below email after my laptop was taken for a month for malfunction repair:
"Hi Joshua,
I hope all is well.
I picked the laptop last Saturday, then started it Monday, I was using it last night and today it never worked, its back to the state it was when I brought it to the store already.
Lastly, what was the problem with it?
Regards, Jack"
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Replies (2)JS
Jack S's updateReviewer Update
22 Jan 2024, 15:02On the 2nd January 2024 I wrote below email again as an escalation:
" Dear Huawei Customer Service/Huawei Menlyn,
I(Jack Shiburi) am writing to express my dissatisfaction with the service I have received concerning the repair of my laptop, which I handed over to your service team two months ago. Despite the passage of a considerable amount of time since the device was first brought to your attention, I have yet to receive any substantial update or information regarding the status of the repairs or the nature of the fault.
The laptop, which is property of my company and contains valuable information, was returned to me after one month, only to become inoperable again within two days. Additionally, I must bring to your attention an incident where my explicit request for the data not to be wiped from the device was disregarded. Although I chose not to pursue this issue at that time, I find the lack of communication on your part to be unacceptable.
I kindly request a prompt and clear response detailing the precise issue with my laptop, the steps being taken to address it, and the expected timeframe for its resolution. The absence of feedback not only hinders my professional activities but also undermines my trust in your service.
I trust that Huawei values its customers and their feedback, and I look forward to your immediate attention to this matter. Please acknowledge receipt of this complaint, and I would appreciate it if a customer service representative could contact me directly to discuss this further.
Thank you for your prompt attention to these concerns.
Yours sincerely,
Jack Shiburi"
" Dear Huawei Customer Service/Huawei Menlyn,
I(Jack Shiburi) am writing to express my dissatisfaction with the service I have received concerning the repair of my laptop, which I handed over to your service team two months ago. Despite the passage of a considerable amount of time since the device was first brought to your attention, I have yet to receive any substantial update or information regarding the status of the repairs or the nature of the fault.
The laptop, which is property of my company and contains valuable information, was returned to me after one month, only to become inoperable again within two days. Additionally, I must bring to your attention an incident where my explicit request for the data not to be wiped from the device was disregarded. Although I chose not to pursue this issue at that time, I find the lack of communication on your part to be unacceptable.
I kindly request a prompt and clear response detailing the precise issue with my laptop, the steps being taken to address it, and the expected timeframe for its resolution. The absence of feedback not only hinders my professional activities but also undermines my trust in your service.
I trust that Huawei values its customers and their feedback, and I look forward to your immediate attention to this matter. Please acknowledge receipt of this complaint, and I would appreciate it if a customer service representative could contact me directly to discuss this further.
Thank you for your prompt attention to these concerns.
Yours sincerely,
Jack Shiburi"
JS
Jack S's update22 Jan 2024, 15:02
Reviewer Update
On the 2nd January 2024 I wrote below email again as an escalation:
" Dear Huawei Customer Service/Huawei Menlyn,
I(Jack Shiburi) am writing to express my dissatisfaction with the service I have received concerning the repair of my laptop, which I handed over to your service team two months ago. Despite the passage of a considerable amount of time since the device was first brought to your attention, I have yet to receive any substantial update or information regarding the status of the repairs or the nature of the fault.
The laptop, which is property of my company and contains valuable information, was returned to me after one month, only to become inoperable again within two days. Additionally, I must bring to your attention an incident where my explicit request for the data not to be wiped from the device was disregarded. Although I chose not to pursue this issue at that time, I find the lack of communication on your part to be unacceptable.
I kindly request a prompt and clear response detailing the precise issue with my laptop, the steps being taken to address it, and the expected timeframe for its resolution. The absence of feedback not only hinders my professional activities but also undermines my trust in your service.
I trust that Huawei values its customers and their feedback, and I look forward to your immediate attention to this matter. Please acknowledge receipt of this complaint, and I would appreciate it if a customer service representative could contact me directly to discuss this further.
Thank you for your prompt attention to these concerns.
Yours sincerely,
Jack Shiburi"
" Dear Huawei Customer Service/Huawei Menlyn,
I(Jack Shiburi) am writing to express my dissatisfaction with the service I have received concerning the repair of my laptop, which I handed over to your service team two months ago. Despite the passage of a considerable amount of time since the device was first brought to your attention, I have yet to receive any substantial update or information regarding the status of the repairs or the nature of the fault.
The laptop, which is property of my company and contains valuable information, was returned to me after one month, only to become inoperable again within two days. Additionally, I must bring to your attention an incident where my explicit request for the data not to be wiped from the device was disregarded. Although I chose not to pursue this issue at that time, I find the lack of communication on your part to be unacceptable.
I kindly request a prompt and clear response detailing the precise issue with my laptop, the steps being taken to address it, and the expected timeframe for its resolution. The absence of feedback not only hinders my professional activities but also undermines my trust in your service.
I trust that Huawei values its customers and their feedback, and I look forward to your immediate attention to this matter. Please acknowledge receipt of this complaint, and I would appreciate it if a customer service representative could contact me directly to discuss this further.
Thank you for your prompt attention to these concerns.
Yours sincerely,
Jack Shiburi"
JS
Jack S's updateReviewer Update
22 Jan 2024, 15:06Today 22 January I wrote another email:
" Dear Huawei Customer Service/Huawei Menlyn,
I hope this message finds you well. I wanted to follow up on a formal complaint I submitted to your establishment 20 days ago. I have been experiencing unsatisfactory service and a lack of communication from your team, and I am writing to express my dissatisfaction.
To reiterate, I brought my laptop to your store for repair several months ago. However, despite my previous attempts to seek clarification and resolution, I am disappointed to say that my concerns have not been adequately addressed.
This has been a source of considerable frustration and disappointment for me. Therefore, I would appreciate a prompt and detailed update on the status of my laptop repair.
I also request an explanation for any challenges that may have hindered its completion. It is my belief that effective communication is crucial, taking into account the considerable delay and inconvenience it has caused.
I look forward to your prompt response.
Yours sincerely,
Jack Shiburi"
" Dear Huawei Customer Service/Huawei Menlyn,
I hope this message finds you well. I wanted to follow up on a formal complaint I submitted to your establishment 20 days ago. I have been experiencing unsatisfactory service and a lack of communication from your team, and I am writing to express my dissatisfaction.
To reiterate, I brought my laptop to your store for repair several months ago. However, despite my previous attempts to seek clarification and resolution, I am disappointed to say that my concerns have not been adequately addressed.
This has been a source of considerable frustration and disappointment for me. Therefore, I would appreciate a prompt and detailed update on the status of my laptop repair.
I also request an explanation for any challenges that may have hindered its completion. It is my belief that effective communication is crucial, taking into account the considerable delay and inconvenience it has caused.
I look forward to your prompt response.
Yours sincerely,
Jack Shiburi"
JS
Jack S's update22 Jan 2024, 15:06
Reviewer Update
Today 22 January I wrote another email:
" Dear Huawei Customer Service/Huawei Menlyn,
I hope this message finds you well. I wanted to follow up on a formal complaint I submitted to your establishment 20 days ago. I have been experiencing unsatisfactory service and a lack of communication from your team, and I am writing to express my dissatisfaction.
To reiterate, I brought my laptop to your store for repair several months ago. However, despite my previous attempts to seek clarification and resolution, I am disappointed to say that my concerns have not been adequately addressed.
This has been a source of considerable frustration and disappointment for me. Therefore, I would appreciate a prompt and detailed update on the status of my laptop repair.
I also request an explanation for any challenges that may have hindered its completion. It is my belief that effective communication is crucial, taking into account the considerable delay and inconvenience it has caused.
I look forward to your prompt response.
Yours sincerely,
Jack Shiburi"
" Dear Huawei Customer Service/Huawei Menlyn,
I hope this message finds you well. I wanted to follow up on a formal complaint I submitted to your establishment 20 days ago. I have been experiencing unsatisfactory service and a lack of communication from your team, and I am writing to express my dissatisfaction.
To reiterate, I brought my laptop to your store for repair several months ago. However, despite my previous attempts to seek clarification and resolution, I am disappointed to say that my concerns have not been adequately addressed.
This has been a source of considerable frustration and disappointment for me. Therefore, I would appreciate a prompt and detailed update on the status of my laptop repair.
I also request an explanation for any challenges that may have hindered its completion. It is my belief that effective communication is crucial, taking into account the considerable delay and inconvenience it has caused.
I look forward to your prompt response.
Yours sincerely,
Jack Shiburi"