Hello everyone, this ist my (“Horror”)-Story with Support:
I’ve been waiting since October 2023 (today is July 2024!) for my tablet to be repaired and for me to get it back.
I had a problem with a Hi10 Xpro. The tablet froze and kept restarting itself.
The camera and WiFi didn’t work properly either.
After contacting support, I was asked to install new firmware, but that didn’t help.
In March 2023, support asked me to send the tablet to a support base in Germany, which I did. Since then I have been waiting for the tablet to be repaired and sent to me. In response to several inquiries I was asked to be patient.
In May 2024 I received a DHL announcement from CHUWI Support Germany, but unfortunately nothing further happened. Since then, further requests to CHUWI have been ignored.
The phone number for the German support base (Leverkusen, CHUWI Othello) does not work.
I am very dissatisfied, or to be more precise, very angry.
At this point I can only recommend that everyone consider buying something from CHUWI, as the support is very unreliable and you as a customer end up being completely ignored.
We sincerely apologize. I just read the emails that my colleague sent you and it seems there was a mistake , the warehouse scanned your product , but it was not yours, which had to be sent. But another customer, so you received the notification and that is why nothing happened. We apologize for that.
That means it is still in repair. Support wrote to you today , at 10:51 did you receive the email?
Dear Maria, @ChuwiSpainSupport, thank you for the fast feedback !
No, I haven’t received any emails from support since June 12, 2024 (I also checked the spam folder). I think it’s a shame that the process isn’t a little more transparent. As an end user, you feel left in the dark for months. I actually now think that I will never get the tablet back.
Best regards
Roger
I copy here the email. It was answered, i really apologize sometimes as our servers are in China overseas emails stop it, so you guys do not receive it. You will receive the tablet but we are having delay in Germany, but it will eventually be shipped. Be sure of that. If much more time pass you can always write here as i read the forum everyday.And i will ask my support colleagues.
again three weeks have passed and I have not received any further information or my tablet back.
It won’t be long before we celebrate our first anniversary. If it wasn’t so sad, although sad is a misnomer here, I would celebrate it with them.
By the time you have the tablet for “repair”, there will probably already be several successor models.
Please give me current, meaningful information (except that the tablet is still under repair), just give me my money back or simply send a replacement device. It can’t be that difficult.
best regards
Roger
We will send you a replacement for Hi10X Pro.
Its been long time in repair. Please be patient because first we need to see if there is any suitable in Germany, if not it needs to be sent from China to Germany and then after to you otherwise if we send from China directly to you, you will need to pay customs.
Hello CHUWI Support, okay, but I won’t believe that until I actually receive a replacement. I’m really excited to see if it happens and how long it will take. I’ll report it.
Regards
Just to say I have been waiting since June for a repair. Fortunately less than many it seems, but still far more than acceptable. If it can’t be repaired in a suitable timeframe, a replacement/refund should be offered,
@ChuwiSpainSupport I appreciate that this is not your responsibility since I ordered from China directly, but would be very thankful for any help you can give on this.
We did not forget you. Now the Hi10Xpro is on the way to Germany, from China. As i said it will be replaced. But the process is long. Once it arrives to Germany, they will ship it to you. We did not say anything because until it arrives to Germany we cant have the tracking information as it is with other replacements also together. They need to separate and ship to each customer.
