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Android

Huawei mate 20 Pro Green screen issue

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2: Seeker

Hi there ,

I've picked up a Huawei Mate 20 Pro (on contract) a about a week ago and about two days ago I started noticing the green tint showing on the edges of the screen.

I've quickly learned that's an issue effecting some Mate 20 Pro's.

 

Whats the best way to deal with it? ?

Shall I go back to the store?? 

67 REPLIES 67
17: Community Champion

Yes I would.  

Vodafone give 30 days cooling off period to swap it out. 

How to return a product.

The same store would swap it out depending on stock. 

Current Phone > Samsung Note 9 _512Gb > Model: SM-N960 Hybrid-Duos.

Samsung One Ui  / Pie.

 

Samsung Gear s3 Frontier Watch.

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2: Seeker

Today I went back to Vodafone store and explained the issue and i was given new phone right away.

When I came back home I carried out little checks and it turnes out that my replacement phone has the same issue 😔  although is less visible it is still there and my first mate 20 Pro initially wasn't showing the green tint or maybe I didn't notice it at first.

I'm not sure what to do now 😕

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2: Seeker

Unbelievable!! Just called vodafone's 191 spoke to some advisor who put me on hold while he talked to the tech team then when he got back to me he said " the tech team said there's no such issue with the phone" unbelievable denial !!

I'm disgusted with Vodafone's approach to this!

Definitely going back to store cancelling the order !

Simply disgusting! 

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17: Community Champion

Did they say there's definitely known issue, or that they didn't know of one.   With these being new devices, a pattern may not yet have become established.  The other possibility is that they advisor couldn't get through and made up an answer.   That shouldn't happen, but it's not unknown, sadly.

Hang on for the forum team, who'll be able to contact you privately and take the details.   As long as you can register the problem, any time limits shouldn't apply and they can go away and do some research.   It's possible there's an issue with a particular batch and that Vodafone have some of that.

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17: Community Champion

Similar things happened with one of the pixel phones where from an angle I think a blue tiint could be seen or something similar to that. 

I agree take it back and maybe see if a 3rd is ok and if not then cancel or choose another phone. 

Simple to say as I assume you were drawn to that phone model. 

Current Phone > Samsung Note 9 _512Gb > Model: SM-N960 Hybrid-Duos.

Samsung One Ui  / Pie.

 

Samsung Gear s3 Frontier Watch.

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2: Seeker

Well he said that there's no issues with the phone, the phone does it "naturally".

 

I did some research and it seems that the effected model is LYA-L09, customers who received LYA-L29 looks not to be affected by the problem at all. 

 

From what else I could find online it seems three network  is replacing the effected LYA-L09 and giving customers LYA-L29  model instead. 

 

Both of my mate 20 Pros from Vodafone are LYA-L09.

 

 

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2: Seeker

I forgot to mention that Mate 20 Pro is pretty great phone but sadly I'm one of the unlucky people who bought the effected device.

Both of my phones had a sticker on the back  with address of Huawei in The Netherlands, not sure how that works.

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2: Seeker

I have reached out to Huawei themselves on twitter and currently awaiting for a phone call from Huawei's service expert to call me.

 

I would've expected that Vodafone would do some investigation because this issue is happening in UK and worldwide (I don't believe I'm the only Vodafone customer who found themselves in same position as me) and if you Google it...well you won't be short of results!!

 

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2: Seeker
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2: Seeker

I've received phone call from Huawei's service center today and the lady told me they're aware of the "green" issue and are replacing the devices  but because they don't have physical shop it has to be done via post. I was told I'll receive new device and they guarantee it'll be faultless device. Sadly it'll take 10-12 days for new device to arrive but first Huawei need to receive my faulty device.

I'm not giving up on Mate 20 Pro because it's a fantastic phone (it's only some % of devices that are effected by the green screen issue)

I know things like this can happen (Huawei isn't the only manufacturer who's devices has some issues) but I'm mainly disappointed with Vodafone's approach to the problem!

This is definitely my last contract with Vodafone - 12 years with Vodafone is enough.

 

I'd like to say thank you to MYSELF for sorting out the problem. 

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17: Community Champion

It's entirely possible that Vodafone don't have the stock to provide replacements themselves - they may conceivably not even have the correct batch.   You're almost certainly best off dealing with Huawei direct as they're most likely to have stock (might be worth checking before you consign yours to the post) and not have the added delay of getting them to a 3rd party.

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4: Newbie

I have just got off the phone from Vodaphone Customer Services, I explained the green bleed issues (mine has it - it's an LG screen) and they have agreed a straight swop in next week (Twilight Blue currently not in stock at my local branch) Maybe you should try asking another member of their staff ..... or go to complaints? Remember, if you have had it less than 30 days then it's contractually nothing they can argue about, but they may try.  Good luck!

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3: Seeker

I have now had 3 replacement phones from Voadfone all affected with green screen.

 

They have now told me they can't help me any further and that I will need to contact Huawei directly to arrange a replacement. 

 

I have called Huawei this morning and they have agreed to a replacement but I will be left without a phone for 2 weeks. 

 

I have been a loyal Vodafone customer for 6+ years and have two contract and broadband with them and I can't believe this is how they are handling this situation. 

 

I tweeted them but no acknowledgement at all. https://twitter.com/apfordme/status/1065953463786446850 (feel free to re-tweet!)

 

Does anyone know if I send to Huawei and it takes two weeks this will most likely take me out of my 30 day cooling off period. Where does this leave me contractually?

 

 

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4: Newbie

I am waiting for my first replacement, they assured me that I will receive one with a BOE screen and not LG, as I have screen bleed. This sounds ominous - I presume you received yours on 26th Oct (UK release date) so I suggest getting written clarification that you want to return it before the 30 day cut-off period ....... but are prepared to wait IF the new phone works OK.  At the end of the day, you can always go to Trading Standards and make an official complaint against Vodafone if they start acting silly + unethical.

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4: Newbie

Great, so they replace my phone..... with the exactly the same model  (LYA-L09) that has green screen bleed issues ! I am slowly losing my hair + patience with Vodafone.

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17: Community Champion

That was why I suggested going direct to Huawei.   It sounds as though Vodafone may have a stock of the affected model, whereas the manufacturer should have both.   It's also possible that it's only a batch of the model that's affected and that the ones with the fault have been eliminated.   (Huawei may be able to advise on that).

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4: Newbie

I hope it was just a batch. I phoned up Vodafone complaints department and they assured me that the new batch of the model are fine and that they will phone me in a week to check. If still green bleed issues they said I can return no questions asked - even though it's after the 30 day 'cut off' period. They also knocked off £45 i.e my first month's bill. I had to ask for that though... it pays to ask. The only problem is, last time it took two weeks for the screen to start bleeding!!

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17: Community Champion

If you speak via online chat, always get a transcript.   If it's a phone call, make a note at the time of what was said (sign and date it).   You can go back to this if you have to - if you need to raise the issue again later.

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4: Newbie

Very good idea, I made sure they texted me with a confirmation as was a phonecall.

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