I can tell that in the following few days, the post in this topic would be"i got another faulty replacement", huawei China has stop manufacturing 20pro at the moment, the reason is obviously to know. Even the stores allow us to replace on spot, you still have very high risk to get another LG panel, i want to upgrade to another brand and cut this sh1t Since my wife just delivered a baby and we dont want any headache anymore.
@GibsonG so the forum post you linked few pages back mentioned that replacements are to be given to all authorised sale of mate 20 pro in or out of China. Hope true
After reading all replyings tonight, I decide go to the shop tmrw morning and cancel the contract, get an iPhone straight away instead.
It's first time I signed with optus, very weak signal in my staff change room and faulty phone. Totally disappointed, will go back with Vodafone then.
@Dan_C can you please get back to us regarding contract cancellations or recontracting to a better device? No one wants to go through multiple handset changes. Ive recently just changed jobs and my phone is tied to my work account so i cant go wasting time changing handsets over and over I need something that works. People here just want to get on with their life.
@CAELIA let us know if you're able to do this. The Store didn't let me and told me to call. I called and just got bounced around and disconnected.
I tired, but store staff will never let you do this, they refer you to optus customer service, and optus rep will ask you to send to their service centre for repairing OR change to another huawei model but not what you want, thats why I think i will wait Dan to update the communication between optus and huawei, we just simply get ignored and hopefully huawei can get banned one day. I want to change to iPhone plan As well, this is a solution good to 3 parties but maybe optus and huawei dont think so.
I have reported this to TIA and some media platform, cant see much help from that. extremely frustrated.
@Dan_C I understand that ELF procedure needs the phone to get sent for 'assessment' to get approve for a replacement. But still this ELF case is so visually evident in such an early stage (heck doesn't even need a specialist to 'assess' it, my friends saw it too). I don't see a need to get sent away, wait 10-15 'BUSINESS' days, without a proper use of a phone (might rent you a slow and outdated unit while you wait hopefully). The store can just judge it themselves. I reckon replace on spot and then take their own sweet time what they want to do with the faulty unit.
Of course, physical stores wouldn't want to do this and give the a stupid excuse to send it away for assessment. By replacing each faulty unit on spot, they possibly lose a sale to any new customer/ exisitng as their stock depletes.
With China starting reproduction on 20 Nov, possibly newer models will hit our shores Mid December- early January. Now as everyone mentioned, I too don't have the time nor energy to get bounced back by inconsistent live optus chat, physical stores push around or beating around the bush, specialists' assessment/opinions needed to see a visible green tint, 10-15 business days to get someone else to see a green tint, huawei lack of response.
No doubt I love this phone, unless Optus
1. let's us exchange on each and every subsequent faulty unit 'ON THE SPOT' (official statement for all physical stores) until we hit newer batches subsequently increases ELF period i.e. we are satisfied with the screen,
2. promise to replace us a new unit 'no questions asked' while letting us use the faulty unit until new batches comes in (will be way over ELF 30 days period)
just release an official statement cancellation is possible with no extra charges.
This is is going on and on too long. Clearly all of us here have reached out to Optus to seek a resolution to the problem. I am getting tired of this as well. We as customers, should not be treated like this. If Optus continues to not give us a proper resolution and we ourselves have exhausted all avenues to resolve this, I would urge everybody to lodge a complaint with the Telecommunications Ombudsman. Each complaint will cost Optus $30.00 if they do not resolve it in the first attempt and will get more and more expensive for them until each customer reaches an agreed resolution. I know Huawei is to blame here but at the end of the day, our contract is with Optus and they failed to deliver. If they can't resolve issues with their crappy supplier then that is their problem. I have given myself this last day as some of you suggested earlier but clearly Optus cannot handle this issue properly. I have spoken to people from their call centre and non of them know the issue because their management is not telling them and I feel sorry for them as they are the ones who face us frustrated customers. The fault lies with Optus management and their Product Manager who cant make a straight decision. Therefore, if I do not get a resolution today, and I am expecting a call from their supervisor anytime now, I am heading straight to TIO to complain at Optus and Fair Trading to complain at both Optus and Huawei.
Ending the contract here and now makes it too easy for them to get away with this. I will demand compensation for making us wait this far too long and make you provide me a working Huawei Mate 20 Pro.
Agree with @Maelfice. TIO should start getting hit up about this issue. Optus store staff are the worst, unless you're signing up for a brand new service through them so they credit for the sale. They basically want nothing to do with you and will not help you in any way. If you ordered online they just look at you blankly and say sorry can't help, don't care, here's the phone if you want it you figure it out yourself.