Postal Repair Operation Guide

HUAWEI Official Website

1. Preparation before postal repair

   In order to keep your personal data and device safe, please follow the below actions completely before sending out:

   *Smartphones/Tablets: Back up the data → disable the search function → log out the account → Enable Maintenance Mode (My HUAWEI App > Support > Quick Services > More > Maintenance Mode) → Power off → Remove accessories (ex. SIM/SD card, protection case and etc.)

   *Laptops/Desktops: Back up the data → Clear the data → Power off → Remove accessories (ex. Bluetooth Receivers, cables and etc.)

   *Monitors: Remove accessories (ex. Cables and etc.)

   *Watches/Bands: Delete password → Power off; Remove SIM card if there's any.

   *Earphones: Put the two earphones in the charging case and send them for repair together.

   *Routers/Mobile Wi-fi device: Remove accessories (ex. power cable, internet cable and etc.); Remove SIM card in Mobile wi-fi device.

   Keep the accessories by yourself after removed, and record the device SN NO. for repair status checking (How to find the SN?).

   Before application, you can check warranty policy and warranty period.

   If your device is out of warranty after detection, you need to pay for the repair. Please refer to Spare Part Price on the official website. Kindly reminder, the estimated prices are for your reference only and the final price will be in the message sending by the service center.

2. Service application

   You may check Postal Repair, enter the device SN NO., fault symptom, contact information (Your phone No. and address), then submit the application. Please be noted that the two-way logistic fee for your device will be covered by HUAWEI. In order to avoid any potential delay in your repair service, please make sure to fill in the accurate information.

   

3. Packaging and transportation

   Prepare the packaging materials such as air bubble film and box by yourself.

   We suggest to use the original packaging box. If missing, please use air bubble film in your box to avoid the device shaking during shipment.

   Print the logistics waybill with the Consignment NO. by yourself in advance

   After we confirm your postal repair request, there will be logistics waybill generated with the Consignment NO., please print and affix the Consignment NO. on the box. If you don't have access to a printer, please handwrite the details containing the following information on an A4 paper and affix it to the packaging box, including Current address, Mailing address and Consignment NO. Please refer to Packaging Guidance for more details. Please send the proof of purchase with the device together.

4. Detection and repair

   Detection, quotation and repair

   The package will arrive at the service center in 2 working days. You will receive a SMS then. The estimated detection and repair time is around 3 working days. If your device is still in warranty, the device repair will be free of charge; if your device is out of warranty, HUAWEI will call you to confirm the repair fee, including labor fee (detection/repair) + spare part price + logistic fee + VAT. You should finish the payment in 3 days after the quotation; if not paid in time, the service time will be extended accordingly.

   Check repair progress

   During the service process, you can check the Repair Progress status input your phone No. or device SN. If there's no result, please contact online chat service or call hotline 1800220086 for help.

5. Return after repair

   We will send back your device by Gdex logistics after finishing repair. The estimated time of arrival is around 2 working days. You will receive a SMS/E-mail after the device is sending out. You can click to check the status information via the logistics website (https://gdexpress.com/tracking/). If you did not receive the device in 5 days after you got the SMS, please contact online chat or call the hotline 1800220086 for help. After arrival, please check if the box is intact or not before you sign the package. If there is any damage, please double check if the device is intact. If not, please contact online chat or call the hotline 1800220086 for help.

6. Service evaluation

   In order to improve the service quality continuously, we would like to send a satisfaction survey after finish the service.

   We sincerely invite you to evaluate the postal service as our service experience officer. If you have any doubt in the postal repair service, please do not hesitate to contact online chat or call the hotline 1800220086 for help.

My HUAWEI App

1. Open My HUAWEI App, click Support.

   

2. Click Postal repair in Quick Service, jump to postal repair introduction page, then click Get Started.

   

3. Choose the device information, you can change the device by clicking Change on the upper right corner. Choose the issue type, fill in the accurate contact information and select a shipping method, click SAVE. Check the declaration box and SUBMIT.

   

Hotline

If you have any queries when applying for the postal repair service online, please do not hesitate to contact us.