1. Introduction to HUAWEI Care - Extended Warranty (for MateBook)

Defintion

Considering that you may face high maintenance costs when your MateBook product is faulty during the long using period, HUAWEI launched HUAWEI Care - Extended Warranty (for MateBook) based on the standard warranty service period in order to reduce the costs of out-of-warranty maintenance for you, the warranty service period of the product will be extended for one year or two years. During the warranty period, the maintenance of non-human faults is exempted from the testing fee, spare parts fee, and maintenance fee.

● You can purchase HUAWEI Care - Extended Warranty (for MateBook) with the new device at any HUAWEI Experience Store in UAE or at HUAWEI Online Store Website, or repurchase it within 10 months of purchase time with the purchase proof at HUAWEI Authorized Service Center.
● You can only purchase HUAWEI Care - Extended Warranty (for MateBook) once for one device. (Please be informed: if you purchase it twice, HUAWEI only can provide you extended warranty service once.)

Accessories can’t enjoy HUAWEI Care - Extended Warranty (for MateBook) such as power adapters, batteries, and headsets. The built-in batteries of electromechanical products are excluded.

Selling Points

● Worry free commitment: Free labor fees for maintenance service.
● Original HUAWEI manufacture, quality guaranteed
● 90 days of warranty guaranteed after repairing at least

Service Timelines

HUAWEI UAE can’t commit you about the service timeliness of HUAWEI Care - Extended Warranty (for MateBook) now, the sacpecific informations about the repair timeliness, please contact with the sales party.

Cautions

● The benefits will be invalid after unauthorized disassembly and repair.
● Please be informed that HUAWEI will recycle the refuse spare parts of the device.

Business Access

Link for reading more details about HUAWEI Care - Extended Warranty (for MateBook) on HUAWEI Official Website is:
https://consumer.huawei.com/ae-en/support/

2. Applicable Scope of HUAWEI Care - Extended Warranty (for MateBook)

Applicable Country / Region

Applicable Country (Region) Inapplicable Country (Region)
UAE only Countries and regions outside UAE

Applicable Stores

The business is applicable to HUAWEI Authorized Service Center, SSC and HUAWEI Experience Store, other HUAWEI Service Centers don't support this business.

Applicable Store Type Inapplicable Store Type
● HUAWEI Experience Store (Mall of the Emirates)
● HUAWEI Experience Store (Mirdiff City Centre)
● HUAWEI Experience Store (Dubai Mall)
● HUAWEI Authorized Service Center Dubai Sky Tower
● HUAWEI Authorized Service Center Dubai Gloria Building
● HUAWEI Authorized Service Center AD Al Qubaisi
● HUAWEI Online Store
Other types of HUAWEI Service Center and Store, such as:
● HUAWEI Authorized Service Center-Exclusive
● HUAWEI Authorized Service Center-Multiple Brands

Applicable Product Type

Category Applicable Product Inapplicable Product
Product Brand ● HUAWEI ● Third-party Product
Product Category ● MateBook (laptop) ● Phones
● Tablets
● Wearables
● Accessories
● Headphones & Speakers
● Wifi&5G CPE
Product Type ● Officially Released Product (UAE version only) ● Other versions such as: the version outside UAE

Applicable Product Model and Price

Model 1 Year HUAWEI Extended Warranty Service for PC /AED 2 Years HUAWEI Extended Warranty Service for PC /AED
MateBook D 14 2020 AMD R5 DDR4 8GB SSD 512GB 149 199
MateBook D 14 2020 AMD R7 DDR4 8GB SSD 512GB
MateBook 14 2020 Q3 AMD R5 UMA DDR4 8GB SSD 256GB
MateStation S AMD R5 8GB 256G SSD
MateBook D 15.6 2020 AMD R7 DDR4 8GB SSD 512GB
MateBook D 15.6 2020 AMD R5 DDR4 8GB SSD 256GB+HDD 1TB 199 279
MateBook 13 2020 i5 LPDDR3 8G SSD 512GB
MateBook D 14 2020 i5 MX250 DDR4 8GB SSD 512GB
MateBook 14 2020 Q3 AMD R7 UMA DDR4 16GB SSD 512GB
MateBook 13 2020 i7 MX250 LPDDR3 16G SSD 512GB 279 399
MateBook D 14 2020 i7 MX250 DDR4 16GB SSD 512GB
MateBook X 13 2020 i5 UMA LPDDR3 16G SSD 512GB 449 649
MateBook X Pro 13.9 2020 i7 MX250 LPDDR3 16G SSD 1TB

Applicable User

Only 2C users can participate HUAWEI Care - Extended Warranty (for MateBook) ,2B users can’t.

3. Purchase Conditions

Purchase Times

You only can purchase once for each device. (Based on the serial number of the product)

Repurchase Conditions

● The device model must be the applicable models of HUAWEI Care - Extended Warranty (for MateBook).
● You should repurchasing HUAWEI Care - Extended Warranty (for MateBook) within 10 months of purchasing the device (It is calculated from the day when electronic warranty card is generated, including the last day of the tenth month). If you can’t make sure whether your product is within 10 months from the purchase day, you can contact with HUAWEI Customer Service Center or call HUAWEI Hotline(80066600)to make sure of it.
● You didn't purchase HUAWEI Care - Extended Warranty (for MateBook) or HUAWEI Care - Extended Warranty (for MateBook) before, or that didn't be presented for you before.
● Provide valid Proof of purchase (POP) (usually the invoice).
● The product must meet the testing standards: the product is currently in-warranty status, appearance of the product must be intact, and all functions of the product are intact too. Meanwhile, it isn't injected, bent and it didn't be repaired or disassembled (whatever by HUAWEI official channels or third-party channel). For details, please refer to the implementation standards of HUAWEI Customer Service Center in UAE.

4. Use Method of HUAWEI Care (for MateBook)

Use times

You can use the benefits once during the valid date.

Use conditions

● If you expect using the benefits of HUAWEI Care - Extended Warranty (for MateBook) to repair your product, you need to provide one of the following proofs: purchase invoice, packing list of the online order, screen shoot of the order, your ID Card or copy of your ID Card with two sides.

● During valid period of the benefit.
● No disassembly and repair from unofficial channels.
● You agree that HUAWEI Authorized Service Center will recycle the refuse spare parts.
● For details, please refer to the testing result of Authorized Service Center.

5. Interaction with Other Business

Interaction with Other Service Activities

Service Activities Relevance with the Service Activity
"Save costs": Labor costs free for OOW - Depot Repair No
"Save costs": Labor costs free for OOW - In-Store Repair No

Interaction with Other Service Methods

Service Methods Relevance with the service method
Reservation Yes
In-store repair Yes
Postal Repair No

6. Purchase Guide for Users

Purchase HUAWEI Care - Extended Warranty (for MateBook)

Purchase Method Purchase Channel Operations
Purchase Online with the new device ● HUAWEI Online Store Website You can purchase HUAWEI Care - Extended Warranty (for MateBook) with your new device in the purchase page of HUAWEI Online Store Website:
https://shop.huawei.com/ae-en
Purchase offline with the new device ● HUAWEI Experience Store You can purchase HUAWEI Care - Extended Warranty (for MateBook) with your new device. For details, please contact HUAWEI HES & HUAWEI SSC.
Repurchase offline ● HUAWEI Authorized Service Center You can repurchase HUAWEI Care - Extended Warranty (for MateBook) at any HUAWEI Authorized Service Center or SSC in UAE. The on-site service spot doesn't support repurchase HUAWEI Care - Extended Warranty (for MateBook) now.

Benefits Query Methods

If you purchased HUAWEI Care - Extended Warranty (for MateBook), you can check your benefit through HUAWEI Consumer Business Official Website, Mobile Support App or Hotline.

Query Channel Query Path
Support App Please open Support APP >Services>Repair>Benefits, the related informations of the service product such as HUAWEI Care - Extended Warranty (for MateBook) will be there.
HUAWEI Consumer Business Official Website Please open HUAWEI Consumer Business Official Website, and click Support, then click Warranty Period and Support Service Query, enter the SN of your device and the verification code, thus you can check all related informations of HUAWEI Care - Extended Warranty (for MateBook).
Or you can click the link to check directly: https://consumer.huawei.com/ae-en/support/warranty-query/
HUAWEI Consumer Hotline Please prepare the SN of your device in advance, then call 80066600, so you can check your benefit following the voice guides.

Purchase Invoice

● You can request a valid Proof of purchase (POP) from the sales party after purchasing HUAWEI Care - Extended Warranty (for MateBook).
● If you purchased HUAWEI Care - Extended Warranty (for MateBook) in HUAWEI Online Store with your new device, you can request an electronic invoice or paper invoice.
● Also you can request a valid Proof of purchase (POP) such as paper invoice if you purchased the product in HUAWEI Experience Store.

Effectiveness of Benefits

Benefits of HUAWEI Care - Extended Warranty (for MateBook) will be generated automatically without your activation, and the purchase record will be automatically imported into HUAWEI After-Sales System. If HUAWEI Care - Extended Warranty (for MateBook) is purchased in offline retail store or from HUAWEI Online Store Website, the benefits will be generated within the twenty four (24) hours from the time of purchase or signing for.

Termination of Benefits

HUAWEI Care - Extended Warranty (for MateBook) term starts from the day of purchase till 24 o'clock on the expiration date of the one-year/ two-year period. If it is purchased online, the effective time is the time of sign for. The benefits will be terminated in any of the following cases:

● The effective date of HUAWEI Care - Extended Warranty (for MateBook) is terminated, or you have already used the benefits to get your device repaired during the valid date.
● HUAWEI Authorized Service Center engineers test that the device has been repaired by an unofficial HUAWEI customer service center, so it belongs to unauthorized disassembly and repair.
● If HUAWEI found that you have intentionally damaged the product for fraud purposes, benefits of HUAWEI Care - Extended Warranty (for MateBook) will be terminated immediately and HUAWEI reserves the rights to hold you accountable for legal liabilities.

Transference of Benefits

HUAWEI Care - Extended Warranty (for MateBook) is bound to your MateBook product, and the benefits of it is only valid for the bound MateBook product, so the benefits can’t be transferred only if you have 7 days-return or replacement requests of your MateBook product. If you need to replace your device that the service product should be replaced with it, please contact with the sales party. (Replace where you purchased it)

Benefits Calculation Method of Replacing Product/Mainboard

If your product is replaced or repaired according to the Consumer Protection Law and regulations and the service product has not be used yet, the benefit transference method is as following:

● If the product is replaced within 7 days after purchase, the benefits of HUAWEI Care - Extended Warranty (for MateBook) will be transferred to the new product. The validity period is one year/two-year from the date of replacement.
● If the product or mainboard is replaced exceeded 7 days than the purchase date, the benefits of HUAWEI Care - Extended Warranty (for MateBook) will be transferred to the new product which has the new SN. (The new product inherits the rest benefits of the previous HUAWEI Care - Extended Warranty (for MateBook).)

● After a device is replaced at Authorized Service Center (after the device replacement order is recorded), the system takes about 24 hours to integrate rights. Therefore, please wait for the automatic benefits transference. If the new device still didn't inherit the benefits of HUAWEI Care - Extended Warranty (for MateBook) after 48 hours, please call HUAWEI Customer Service Hotline 80066600 or contact HUAWEI Authorized Service Center for confirmation.

Refund

HUAWEI Care - Extended Warranty (for MateBook) is bound to your MateBook product, and the benefits of it is only valid for the bound MateBook product, so the benefits can’t be transferred. So HUAWEI Care - Extended Warranty (for MateBook) can’t be refund except for replacement of the device according to the Consumer Protection Laws and regulations. If you request for return & replacement of your devices and cancel HUAWEI Care - Extended Warranty (for MateBook), please contact with the store where you purchased the product from and the service product. (Replace where you purchased it)

7. Use Guide of HUAWEI Care (for MateBook)

Preparations for Using the Benefit

For guaranteeing your data' security, please take preparations before using the benefits to repair:

Number Preparations Details
1 Prepare Proof of purchase (POP) Please prepare any of Proof of purchase (POP) in advance, including the invoice, order screen shoot, if you can’t provide any one of those, please go to HUAWEI Authorized Service Center with your ID card or send the copy of ID card with two sides to the Authorized Service Center.
2 Back up personal data Please back up your personal data, including but not limited to photos, contacts, call logs, third-party APP data such as Whatsup.
3 Clear screen lock password If you set screen lock for your device, please clear screen lock password before repair.
4 Log out HUAWEI account Please refer to the knowledge: https://consumer.huawei.com/ae-en/support/content/en-us00797557/
5 Power off or discharge the product You should power off or discharge the product which need to be posted according to the postal company's request that the product only could be posted in power-off mode of the postal company.
6 Pack the product needs to repair Before posting, please pack the product to avoid damage in transport.

Guide Operation for Users of Query Repair Status (only about postal repair)

You can query postal repair status through Support APP, HUAWEI Consumer Business Official Website or HUAWEI UAE hotline: 80066600.

Query through Support APP

Open Support APP > Click "Me" > Service Record > Postal Repair, then you can check the repair status.

Query through the Official Website

You can open the Official Website of HUAWEI UAE, click "Support" >" Warranty Period & Support Service Query" > enter the SN (Serial Number) of your device, then you will get the repair status of your device.

or you can click on this link to enter your SN (Serial Number) number to query too: https://consumer.huawei.com/ae-en/support/warranty-query/

Query through Hotline

Or you can call HUAWEI Consumer Hotline 80066600, let our agents to check your repair status online.

Product Service Guarantee of HUAWEI Care - Extended Warranty (for MateBook)

HUAWEI will guarantee 90 days warranty of the product after using HUAWEI Care - Extended Warranty (for MateBook).

If the warranty period of the entire device is longer than 90 days after that you used HUAWEI Care - Extended Warranty (for MateBook) to get the device repaired, the warranty period of the replaced spare parts is the same as that of the device. If the warranty period of the entire device is shorter than 90 days, the replaced spare parts are guaranteed for 90 days.

Device Pickup Method

Service Method Pickup Method
In-Store 1. In-store pickup: you can pick up till the repair is finished and the HUAWEI Authorized Service Center inform you to pick up.
2. Post device to the home: you can also wait at home, HUAWEI Authorized Service Center will post the device according to the address your reserved for free after the repair is finished
Postal Repair 1. Post device to the home: you can also wait at home, HUAWEI Authorized Service Center will post the device according to the address your reserved for free after the repair is finished

8. HUAWEI Care- Extended Warranty (for MateBook) FAQ

Answer Type Question Answer
Purchase Why HUAWEI Care - Extended Warranty (for MateBook) is more expensive than the other service product of third party? Dear customer:
The third-party warranty service product may looks cheap, but it is inconvenient to use because you need go to the pointed place. Furthermore, they will use non-original spare parts, so the repair quality can't be guaranteed. I recommend that HUAWEI Care - Extended Warranty (for MateBook), cause HUAWEI's spare parts are used to ensure the repair quality and support national joint warranty. You can go to any HUAWEI Authorized Service Center of UAE to get your device repaired.
  Can I purchase HUAWEI Care - Extended Warranty (for MateBook) after that my product is repaired at HUAWEI Customer Service Center? Dear customer:
If you didn't purchase HUAWEI Care - Extended Warranty (for MateBook) for your product before, and the device is still in-warranty after being repaired at a HUAWEI Customer Service Center, meanwhile the product is still within 10 months after being purchased, you can also repurchase HUAWEI Care - Extended Warranty (for MateBook) from HUAWEI Authorized Service Center.
Repair Query How can I check the repair status of my MateBook device? Dear customer:
You can query whether you have extended warranty benefits on the HUAWEI Customer Official Website or Support App the next day after purchasing a product in a retail store.
  Can I have a warranty if my MateBook's screen cracks or liquid is injected into my MateBook after purchasing HUAWEI Care - Extended Warranty (for MateBook)? Dear customer:
HUAWEI Care - Extended Warranty (for MateBook) is applicable only to non-man-made damages that occur during the normal use of the product. Therefore, broken and injected PC production during the warranty period of HUAWEI Care - Extended Warranty (for MateBook) can't be repaired free of charge.
Benefits usage How can I reclaim the benefit? Dear customer: you can
a. call HUAWEI Hotline 80066600. There will be our agent carry out an initial assessment of your claim.
b. Or you can visit one of our HUAWEI Authorized Service Centers in UAE.
Warranty Query How about the warranty period after using HUAWEI Care - Extended Warranty (for MateBook)? Dear customer:
HUAWEI will guarantee 90 days warranty of the product after using HUAWEI Care - Extended Warranty (for MateBook) at least. If the warranty period of the entire device is longer than 90 days after that you used HUAWEI Care - Extended Warranty (for MateBook) to get the device repaired, the warranty period of the replaced spare parts is the same as that of the device. If the warranty period of the entire device is shorter than 90 days, the replaced spare parts are guaranteed for 90 days.
Quality Query What spare parts are you using? Dear customer:
Our engineers will use the original spare parts to repair your device,we can guarantee the quality of repair,if there is any problems with your device again, you can contact with us.
Repair Timeliness Query How long can it be repaired? Dear customer:
Please don't worry, you can query the repair status through Support APP, HUAWEI Consumer Business Official Website or HUAWEI UAE Hotline: 80066600.