Smartphone having recurrent screen issues - Unihertz ignoring my emails - Buyer beware
TLDR at the bottom.
Hello,
I am having recurrent issues with the screen of my newly acquired Unihertz smartphone.
At first, the screen wasn't correctly responsive to my touches and presses. I contacted Unihertz's customer service as soon as I started getting the issues. I followed all their steps and recommendations and was able to solve the issue temporarily, at no cost whatsoever since my phone is still under warranty. Then, after a few days, I got yet again another type of problem, still with the screen.
This time, the current problem is that there are horizontal and vertical lines appearing all over the screen. So I contacted again the customer service:
Me: Hi, I'm having another issue with my screen. [I explain the issue.] What should I do?
Support: You can try a specific set of steps [the same as before], but we charge $15. Is it ok?
Me: No, it's not ok. We already tried that and it didn't work. [And why would they charge now?] My phone is still under warranty, right? Let's try another solution.
Support: Yeah, no, sorry. You know those specific steps and recommendations we told you to follow earlier? Turns out they void the warranty.
Me: I put my trust in your expertise and professionalism. We've exchanged many emails, you've been very precise with your steps and information all the way since our first contact, but you somehow forgot to tell me that very important and consequential information about the warranty?
Support: [No reply.]
Me: [After a few days.] If I would've been informed of such a consequence, I would've obviously went with some other solution that does not void the warranty. Who in their right mind would willingly void their warranty whilst they are having an issue with a particular product while also being in direct contact with said product's customer service?
Support: [No reply.]
This is the situation right now:
- they simply don't reply to my emails anymore
- they don't have a contact phone number
- there is no Better Business Bureau for China
- I don't know what else to do or who to contact
Anybody knows what else I can do or who I can contact?
Or am I the dumb one for trusting the customer service representative and for not having read the warranty? I mean, few ever read those completely anyways, aside from lawyers (do they?) or whatnot, because they are almost always written in such an excessively long and convoluted way which deters any sane person from even contemplating the possibility of reading them in the first place.
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TLDR
I got a problem with my phone's screen and I contact customer service. They tell me to follow some precise instructions, which I do, but it only solves the issue temporarily because I get some other type of screen issue after a few days. I contact them again asking for help, but now they tell me that those specific instructions they told me to follow earlier voided the warranty. Now, they want me to pay for their services since "the warranty is void". I tell them what they did is not professional and to reconsider their decision. They are now ignoring my emails and there is no other way to contact them. What are my options? Or am I the dumb one for trusting the customer service representative and for not having read the warranty?
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