Models Available For Service
HUAWEI Mate 10 Pro
Monday-Friday, 9AM-5PM except for public holidays
Length of Door to Door Service Coverage
Door to Door Service
Standard Warranty Service
For the first year of your HUAWEI Mate 10 Pro warranty, you are able to take advantage of the Door to Door Service.
In the second year of your warranty you will need to have your device repaired via the standard repair service should you need one.
Please backup and erase your personal data and deactivate any pass-code, lock or equivalent feature from the device including removal of your Google account.
REQUEST FOR Door to Door Service
You can request the Door to Door Service by visiting https://www.Huaweivipservice.co.uk and follow the process.
COURIER PERFORM DOOR STEP SWAP
Courier arrives at agreed location to deliver replacement device and take away faulty unit.
Our approved service centre representative will call back and collect your feedback.
* You can either use the HiSuite program on a computer/Laptop and connect the phone via a USB cable, or you can use the phone's pre-installed Phone Clone app in order to create a backup file for your data.
* Please read the Terms & Conditions before requesting Door to Door Service.
Huawei Door to Door Service
All Huawei phones come with Huawei’s standard in-box warranty. The Huawei warranty is offered in addition to your statutory rights. For further details about the Huawei warranty please see the warranty card supplied with your device or visit our website http://consumer.huawei.com/uk/support/warranty-policy/.
The Huawei Door to Door Service is a separate premium service through which Huawei will provide an advance replacement smartphone to customers who are making a claim under the Huawei warranty within a period of twelve (12) months from the date of the original retail purchase of the product. The Huawei Door to Door Service is only offered against certain devices and you must provide a copy of the original retail purchase receipt. To see if the service is available for your device and to find out more information please visit: https://www.Huaweivipservice.co.uk.
If your device is eligible for repair under the Huawei warranty and you book the Huawei Door to Door Service, a courier will deliver a replacement Huawei smartphone at the same time as collecting your old one. Regrettably, we can only offer delivery to and from an address in mainland United Kingdom.
To book the Huawei Door to Door Service please enter your details at https://www.huaweivipservice.co.uk/
If you do not wish to book the Huawei Door to Door Service you can still claim under your Huawei warranty by contacting the Huawei hotline on 0800 088 6700. Lines are open Monday to Friday (9am to 9pm) Saturday (9am to 5pm)(except bank holidays).
Huawei Door to Door Service - Terms and Conditions
Huawei is the trading name of Huawei Technologies (UK) Co., Ltd. of 300 South Oak Way, Green Park, Reading, Berkshire, RG2 6UF.
If, based on your responses, your Huawei phone (“Original Phone”) is eligible for the Huawei Door to Door Service (“Door to Door Service”), you may choose to order the Door to Door Service by entering your credit/debit card details. Your credit/debit card will be charged the VIP Service Fee and a pre-authorisation (“Pre-Authorisation”) will be placed on your credit/debit card equal to the replacement value of a new phone as set out in the table below. The Pre-Authorisation will be used to recover the charges calculated in accordance with clause 2 below.
Upon Pre-Authorisation, a courier will contact you to arrange delivery of a new or refurbished replacement phone (“Replacement Phone”) and collection of the Original Phone. The Replacement Phone will be the same model as your Original Phone, or if not available, a Huawei smartphone of equivalent or higher value.
Huawei will retain your Original Phone as its property and you will retain the Replacement Phone as your property.
It is your responsibility to ensure you provide the correct information when booking the Door to Door Service. If the device or damage to the device is later found not to be covered by the Huawei warranty and/or the Door to Door Service, charges will be deducted from pre-authorisation.
If you fail to meet the courier at the designated address after two attempts, no further attempts will be made to deliver your Replacement Phone.
Although we shall do our best to adhere to time frames for completion of the Door to Door Service, please note that Huawei shall not be liable where we are unable (using reasonable effort) to provide the Door to Door Service as a result of any event outside our reasonable control.
The Door to Door Service is subject to availability and may be withdrawn at any time. Huawei makes no warranty that the Door to Door Service will meet your exact requirements or that they will always be available.
2. Charges and Pre-Authorisation.
Upon the return of your Original Phone Huawei will inspect the Original Phone. If the fault to the Original Phone is covered by the Huawei warranty and none of the events set out in the table below apply then the Pre-Authorisation will be released.
Charges will be applied to the Pre-Authorisation in the following circumstances as set out below before the balance of the Pre-Authorisation is released:
Failure to provide the Original Phone, Original Phone returned does not match the one the Door to Door Service is booked against, Original Phone is out of warranty, or the Original Phone is otherwise not eligible for the Door to Door Service.
£699.00 (“Replacement Value”)
Damage or fault is discovered which is not covered by the applicable Huawei warranty.
All fees and charges described herein are inclusive of VAT. We reserve the right to change the Replacement Value and charges from time to time.
Where your device falls into the categories listed above, our authorised service centre will notify you via email. Upon the expiry of seven days after the date of the notification, the charge set out above will be automatically applied to the Pre-Authorisation amount.
It is our policy that we will not return the Original Phone after delivery of the Replacement Phone. However, if you do not agree with the charges, you may raise an objection within seven days after the date of the charge notification through our customer service team on 0800 088 6700. The return of the Original Phone for the Replacement Phone is at our sole discretion and additional logistical fees will apply. If the Replacement Phone is found to have any defect which is not covered by the Huawei warranty you will be charged for such damage up to the Replacement Value.
If you are not sure whether your item falls within the Huawei warranty, please contact our Customer Services Team on 0800 088 6700.
When your Original Phone contains a SIM card, memory card or other accessories (together, the “Accessories”), you should keep hold of such Accessories during the provision of the Door to Door Service and Huawei cannot be held liable for any damage or loss to such Accessories that you have failed to keep hold of.
You must backup, save and delete any software, data, files and programs from the Original Phone before receiving your Replacement Phone and you are responsible for restoring the same on your Replacement Phone. You acknowledge that we may reset the default settings on the Original Phone in order to conduct the Door to Door Service. This might delete data, settings and files on the Original Phone. Huawei assumes no responsibility for any claims relating to loss of files and data etc., not specifically stated in the Huawei warranty.
Huawei will not be liable for any loss or damage caused wholly or mainly by your breach of these Terms and Conditions.
Nothing in these Terms and Conditions shall exclude or limit Huawei’s liability for death or personal injury resulting from our negligent acts or omissions or those of our servants, agents or employees.
If either party cannot do what we have promised because of something beyond our reasonable control such as lightning, flood, exceptionally severe weather, fire, explosion, war, civil disorder, industrial disputes, acts or omissions of persons for whom we are not responsible, or acts of local or central government or other competent authorities, such party will not be liable for this.
4. Data Protection
Huawei will collect certain personal information to provide you with the Door to Door Service. This personal information will form part of a record of your dealings with us.
Your personal information may be disclosed to reputable third party companies who will deliver the Door to Door Service. We require all such third parties to treat your personal information as fully confidential, secure any personal information received and they may not use it for any purpose other than to carry out the services they are performing for Huawei.
If you give us information about another person, you confirm they have given you permission to provide it to us and for us to be able to process their personal information.
5. Additional Terms
In-warranty repairs will be subject to the terms of the Huawei warranty as they apply to the Original Phone.
The Replacement Phones is covered by the remaining period of the Huawei warranty from the Original Phone.
If any provision of these Terms and Conditions is held invalid by any law, rule, order or regulation of any government, or by the final determination of any court of a competent jurisdiction, such invalidity shall not affect the enforceability of any other provisions not held to be invalid.
You may not but we may assign, change or otherwise dispose of rights under this agreement. Any attempt by you to do so shall be void.
These Terms and Conditions shall be governed and construed in accordance with English Law and subject to the exclusive jurisdiction of the English Courts.
1. Can I request the Door to Door Service?
If your purchased HUAWEI Mate 10 Pro has a defect which is covered by the manufacturer’s warranty within the first year (according to the original retailer proof of purchase or Huawei service IT system) from the date of purchase, you can request for the Door to Door Service by visiting https://www.Huaweivipservice.co.uk.
2. How much should I pay for the Door to Door Service?
For any issues covered under the warranty, it is totally free. Terms and Conditions Apply.
3. Is the Door to Door Service available everywhere?
The Door to Door Service is available throughout the UK mainland.
4. I want to request the Door to Door Service, but when can the repair center issue a new device?
Good question, the specifics will be arranged after you complete your booking on https://www.Huaweivipservice.co.uk. Generally the repair center will have the courier deliver your new device on the next available working day (Mon-Fri except for bank holidays, terms and conditions apply).
5. What should I do after have requested the Door to Door Service?
Please make sure you have had the chance to backup & erase your personal data on the device and pack your device carefully to prevent any damage in transit before the courier arrives to swap your faulty device with a new device.
6. Why have I been told that my pre-authorisation has been deducted?
In the below cases, you might be charged for the service:
a. Your HUAWEI Mate 10 Pro has been purchased more than 1 year ago.
b. Your HUAWEI Mate 10 Pro has a defect which is not covered by the manufacturer’s warranty, such as liquid damage or other accidental damage.
7. My HUAWEI Mate 10 Pro comes with a 2 year manufacturer’s warranty, can I request for the Door to Door Service in the second year?
The Door to Door Service is only available in the first year of device ownership.
8. In the second year, if my device has a defect which needs a repair, what should I do then?
You can contact our hotline and use our standard repair services.
9. If I have lost my proof of purchase, then how do you judge whether the device was purchased within 1 year or beyond 1 year?
If you fail to show the proof of purchase of the device, we’ll have to adopt the warranty starting date of your device recorded by the Huawei service IT system.
10. If my device was diagnosed with a defect which is not covered by the manufacturer’s warranty then what will I be charged?
You will be charged the flat rate fee of £300, please see T&Cs for further details.
11. What type of proof of purchase will be accepted?
Purchase receipts or confirmation letter from original retailer e.g. Vodafone, 3, and Carphone Warehouse in the UK with printed IMEI are currently accepted.
12. My device was purchased outside of the UK, can I request the service?
No, this service is currently only available for devices sold in the UK with the original retailer purchase receipt. You can check whether your device is eligible on https://www.Huaweivipservice.co.uk.