The worst support service
I bought a Xiaomi smartphone at honorbuy, after 5 days and the first time and i tested i saw that the smartphone came with a defective, the mic didnt work. on 15th December i used the honorbuy system to contact honorbuy. The service just reply one email per day to me, that means to finally they understood that the smartphone was defective took me 8 days(eight) for them to realise that i need to send it back.
I immediately send it to Slovania and they received 6 days after. After that (we are talking 28th December) i´m waiting for honorbuy to send me a new phone. Have passed 10 days (i accept the christmas holidays, but not 10 days) and i still have very difficult to communicate with HonorBuy. They just reply one email per day, so after a sending a question i only receive the answer in the next day.
How Honorbuy can tell to a costumer to be patient when i bought the smartphone one month ago? In the last 8 days the only think that Honor buy is saying is that i should be patient and they are seeing.
i have tried to use Skype, send email, use the internal service to communicate.
I have all the records of the communication between me and honorbuy.
As a consumer i think that HonorBuy is not respecting me. If they send a defective smartphone and i inform them in less then 15 days (EU laws) they should try to solve this issue soon as possible.
Cesar
Regarding the emails, as I see in our system we received your first email on 15.12.2016 night, our support team had to ask you some questions to define the problem and see if it could be fixed without sending the phone back to us. We gave you the address to send back the phone on 20.12.2016 morning, that's 4-5 days, not 8 as you say in the message above. When we received the phone we had to test it and confirm the problem before sending you a new one. Our EU warehouse was closed around the Christmas and New Year holidays, part of our team was on vacation, we received a lot of packages late becasue the couriers were very busy in the last weeks, etc, all these factors causes some delays and few mistakes from our part. Anyway, we know that we have to improve our support service, it's hard to keep the costs down and offer a great service but we'll work on it.
Kind regards
Honorbuy Team