Last updated: Nov 2023.
The data controller for Huawei Support is Huawei Technologies (UK) Co., Ltd., a company incorporated in England and Wales whose registered address is at Earley East, Thames Valley Park Drive, Reading, RG6 1PT and whose registered number is 04295981 (hereinafter referred to as "Huawei", "we", "us", or "our").
This Privacy Notice applies to the processing of your personal data when you contact Huawei Support through our website, ChatBot, email, and app.
As a company we are committed to safeguarding your privacy with the utmost care and, in compliance with the law. Please take time to read this Privacy Notice carefully to understand how we use and process your personal data.
Note that Huawei Support is not intended for use by individuals under the age of 18. If you are aged under 18, please ask your parent or guardian to raise the query on your behalf.
What data we collect:
- • Contact Information: name, phone number, email address
- • Huawei ID Information: HUAWEI ID, avatar, nickname
- • Device Information: IMEI/SN, device model, damage/fault details, date of activation
- • Delivery Information: postal address, delivery reference
How we use your data:
To provide you with requested services and fulfil our contractual obligations to you, we process the following data for the associated purposes.
1) Postal Repair: we process your Contact Information, Huawei ID Information, and Device Information to provide you with device Postal Repair service registered through this website or My Huawei (or service APP).
2) Delivery: we process your Contact Information and Delivery Information to provide you with delivery services, including collection and delivery of your device.
3) Inquiries: we process your IMEI/SN, date of activation to assist you with your inquiries regarding information about the warranty period, spare part price and support services.
4) Progress Check: we process your IMEI/SN to assist you with your inquiries regarding detailed service status on this website or My Huawei (or service APP).
On the basis of our legitimate interests, we process the following data for the associated purposes.
1) Business analysis and improvement: we process your order information, payment information and device information to measure and improve our services, to forecast stock management, for accounting analysis, and to settle invoices from our suppliers. We process your service usage information to improve your ChatBot experience when you use the ChatBot service.
2) Customer satisfaction survey: We process your personal data to send the customer satisfaction feedback survey when your Postal Repair service is finished.
How we share your data:
- Sharing with service providers: we use intragroup and third-party service providers and repair technicians. To provide professional onsite service, we will encrypt and share your personal data with service providers. They will have access to your personal data only insofar as required to fulfil their contractual obligations to us. Our services providers have been carefully selected and commissioned by us, are bound by contract and will not process your personal data for other purposes.
- Sharing within group companies: to check whether your device is within warranty, we share your IMEI/SN number and proof of purchase with Huawei Device Co., Ltd in China, who records the date of activation of your device.
How long we retain your data:
We retain your Contact Information, Device Information, Delivery Information for up to 24 months from the date of your last contact with us (including the last time of communication by us for after-sales services), provided that no service has occurred between you and us within the said two years.
What data we collect:
- • Contact Information: name, phone number, email address
- • Device Information: IMEI/SN, device model
- • Huawei ID Information: Huawei ID, avatar, nickname
- • Communication Records: email content, ChatBot content.
How we use your data:
On the basis of our legitimate interests, we process the following data for the associated purposes.
1) General Inquiries: We process your Contact Information, Huawei ID Information and Communication Records to assist you with your questions and inquiries, regarding orders, returns, troubleshooting, FAQs, and all other customer inquiries.
2) ChatBot: We process your Contact Information and IMEI/SN to provide you with the ChatBot service. Please do NOT provide personal information that is irrelevant to your inquiries.
3) Customer Experience Enhancement: We process your personal data to enhance customer experience, including marketing messages and customer satisfaction feedback surveys.
How we share your data:
Sharing with service providers: we use intragroup and third-party service providers, including customer service agents. They will have access to your personal data only insofar as required to fulfil their contractual obligations to us. Our services providers have been carefully selected and commissioned by us, are bound by contract and will not process your personal data for other purposes.
How long we retain your data:
- We retain your Contact Information and Device Information for up to 24 months from the date of your last contact with us (including the last time of communication by us for after-sales services), provided that no service has occurred between you and us within the said two years.
- We retain your Communication Records for up to 180 calendar days from the date of your last contact with us regarding the same query.
What data we collect:
- • Contact Information: name, phone number, email address
- • Delivery Information: postal address, delivery reference
- • Device Information: IMEI/SN, device model, proof of purchase
- • Repair Information: damage/fault details, service type, repair reference, repair log
How we use your data:
To provide you with requested services and fulfil our contractual obligations to you, we process the following data for the associated purposes.
1) Notification: we process your Contact Information to contact you and notify you about your device.
2) Delivery: we process your Contact Information and Delivery Information to send back your device.
3) Battery/Screen Replacement Service: we process your device SN to verify whether your device model is within the applicable scope of the service; we also process your Contact Information to send you updates and reminder of your usage of the service.
How we share your data:
- Sharing with service providers: we use intragroup and third-party service providers and repair technicians. To provide professional onsite service, we will encrypt and share your personal data with service providers. They will have access to your personal data only insofar as required to fulfil their contractual obligations to us. Our services providers have been carefully selected and commissioned by us, are bound by contract and will not process your personal data for other purposes.
- Sharing within group companies: to check whether your device is within warranty, we share your IMEI/SN number and proof of purchase with Huawei Device Co., Ltd in China, who records the date of activation of your device; we also share non-personally identifiable information, such as device model and broken parts, with Huawei Device Co., Ltd, for the purposes of spare parts forecasting and repair supplier settlement.
How long we retain your data:
We retain your Contact Information, Device Information, Delivery Information and Repair Information for up to 24 months from the date of your last contact with us (including the last time of communication by us for after-sales services), provided that no service has occurred between you and us within the said two years.
1. Data Sharing and Storage
1.1 Sharing with service providers: We use intragroup and third-party service providers. They will have access to your personal data only insofar as required to fulfil their contractual obligations to us. Our services providers have been carefully selected and commissioned by us, are bound by contract and will not process your personal data for any other purposes.
1.2 Sharing within group companies: for routine maintenance and operations of our website, your personal data will be shared with Huawei Technologies Duesseldorf GmbH. and Huawei Technologies Romania Co., Ltd.
1.3 Legal or regulatory disclosures: Huawei may share your personal data to meet requirements of applicable law and regulation, in response to requests from regulators, courts or government agencies, or to establish or defend our legal rights.
1.4 Business reorganisation: Your personal data may also be disclosed as part of merger, acquisition, sale of assets (such as service agreements) or transition of service within Huawei group or to another company.
Your personal data is stored in the UK and EEA, which is deemed to provide an adequate level of protection for personal data. Huawei complies with all applicable legal requirements to safeguard your personal data transferred outside of the UK. To share data within our corporate group we have entered into specific contracts approved for use in the UK, such as the UK International Data Transfer Agreement to ensure that an equivalent level of data protection applies to your personal data even where UK data protection law does not directly apply. You may obtain a copy of these measures by contacting us using the information provided in the “Your rights and choices” section below.
2. Your Rights and Choices
| Your right | Description | How to exercise your rights? |
| Right of access | You can request a confirmation as to whether or not your personal data is processed; and you can, where applicable, receive a copy of the personal data we process about you. | (1) You can log in to Your Account by clicking
the account icon  and
entering your credentials. You can access your
contact details, order records, subscription
status, and Community information in Your
Account. You can view your shopping cart items by clicking the shopping cart icon  .(2) To exercise your data subject rights, please describe your request in detail here. |
| Right of portability | You can receive certain personal data you have provided to us in a machine-readable format. | To exercise your data subject rights, please describe your request in detail here. |
| Right of erasure (‘right to be forgotten’) |
You can have your data erased under certain conditions. | (1) You can log in to Your Account
by clicking the account icon and
entering your credentials. You can edit or
delete your information in Your Account. (2) To exercise your data subject rights, please describe your request in detail here. |
| Right of rectification | You can have your inaccurate data corrected and incomplete data completed. | |
| Withdraw consent | You can withdraw previous consents to the processing of your personal data. | (1) You can unsubscribe from our mailing list at any time by clicking the "unsubscribe" link at the bottom of the newsletter emails you received. (2) You can reject Analytic Cookies and/or Advertising Cookies at any time by changing your cookie settings at any time. (3) To exercise your data subject rights, please describe your request in detail here. |
| Right to object | You can object to the processing of your data on certain purposes. |
(1) If you want to disable the ChatBot experience improvement, you can unselect the button named Join the User Experience Improvement Program at the bottom of the chat box of the ChatBot.
(2) If you don’t want to receive the customer satisfaction feedback survey when your Postal Repair service is finished, please describe your request in detail here. (3) To exercise your data subject rights, please describe your request in detail here. |
| Right to restrict processing | You can restrict the processing of your personal data under certain scenarios. | To exercise your data subject rights, please
describe your request in detail here
under the following scenarios: • the accuracy of your personal data is contested by you, for a period enabling us to verify the accuracy of your personal data; • the processing of your personal data is unlawful and you oppose the erasure of the personal data; • we no longer need your personal data for the purposes of the processing, but they are required by you for the establishment, exercise or defense of legal claims; • your objection to the processing of personal data is pending the verification whether our legitimate grounds override yours. |
To contact our Data Protection Officer, or if you have any complaint or query about how Huawei processes your personal data, please submit your query here.
Our Data Protection Officer can also be reached at:
Huawei DPO Office
Hansaallee 205
40549 Düsseldorf
Germany
You also have the right to complain to your local data protection authority, the UK Information Commissioner’s Office (“ICO”). For further information on your rights and how to complain to the ICO, please refer to the ICO’s website: www.ico.org.uk.
3. Updates to this notice
Huawei reserves the right to update this Notice at any time. Should this Notice be updated, Huawei will release the change notice via various channels, including posting the latest version on our official website: https://consumer.huawei.com/uk/support/ .
The most current version of this Privacy Notice will always be available here. You can check the “effective date” posted at the top to see when this Privacy Notice was last updated.
IMPORTANT: This Privacy Notice applies to Huawei Support only. For our privacy commitments in relation to other products and services, please see the applicable privacy notice of those products and services. If you want to learn more about Huawei’s privacy commitments in general, please visit Huawei Consumer Business Privacy Statement.