Dennis Olvera
Hi there! Thank you for reaching Huawei Device USA. How may I be of help today?

Jay
1:25 pm
Hi Dennis, my Nexus 6P has been bootlooping and I was told Huawei extended the warranty for the device
Dennis Olvera
Hi Jay, this is Dennis! How are you doing today?

Jay
Hi Dennis, I'm okay, just this phone has been causing me lots of issues, especially in emergencies
Dennis Olvera
I understand that this is an important matter for you and I will be more than happy to assist you.

If I understood correctly, your Nexus 6P is rebooting constantly and you want to know if we can repair it, am I correct?

Jay
correct
Dennis Olvera
Thank you.

Have you already attempted any troubleshooting steps on your own to resolve this issue?

Jay
yes
everything I could find
first the early shutdown issues, even at 45%, now the constant bootlooping.
Dennis Olvera
Could you please tell me what you have tried?

Jay
the last support person I spoke to asked me to do try re-installing the OS
and I've also tried a bunch of things from Reddit and XDA
nothing fixes the issue
Dennis Olvera
Did you try a factory reset in the device?

Jay
yes
and safemode
Dennis Olvera
I understand.

May I have please the IMEI number of your device? :)

Jay
one sec
Dennis Olvera
Sure!

Jay
IMEI: 867979021741993
S/N: 8XV5T16219002635
Purchased 4/27/2016
Dennis Olvera
Thank you.

This is the information that our system shows:

Nin-A12
Model: Nin-A12
IMEI/SN: 8XV5T16219002635
Warranty Expiration Date: 2017-09-15
Warranty applicable country: United States

It seems that the device is out of warranty, also the warranty of this device only applied in the US since we do not have international warranty policies.

Jay
I was told Huawei extended the warranty to 2 years
Dennis Olvera
Jay, could you tell me where you heard about this?

Jay
yes, one sec
Dennis Olvera
We do not have any official information from our HQ about changes in the warranty policy

Jay
https://www.reddit.c…ccepted_my_212_year_old_nexus/
r/Nexus6P - Hauwei Canada has accepted my 2-1/2 Year old Nexus 6P in for bL warranty repair24 votes and 7 so far on reddit

Dennis Olvera
I see.

Jay
could you please check with someone higher up? I've been hearing this quite a bit, perhaps something has changed?
Dennis Olvera
That is not an official post from Huawei.

I can verify with other area to see if the know something about this.

Jay
well going by official posts, Huawei has never acknowledged the fact they've been collecting $700+ for a clearly defective device that has constantly had issues with early battery shutdown and bootlooping issues for anyone who purchased it. Very disappointing experience.
please do, thank you.
Dennis Olvera
Please allow me 2 minutes to verify this.

Jay
thanks
Dennis Olvera
You are welcome.

Thank you for patiently waiting Jay, I have verified this information with my superiors and they told me that we did not receive any information from our HQ about any change in our warranty policy, they told me that in Canada we can repair the issue of your device but with a cost.

Jay
it seems this is pretty widely reported actually
https://mobilesyrup.…rage-on-bootlooping-nexus-6ps/

Huawei Canada opens the door to extended coverage on bootlooping Nexus 6PsHuawei Canada has opened the door to extended coverage on bootlooping Nexus 6Ps, on a case-by-base basis.

Dennis Olvera
I understand Jay, but we have not received any information about any change in the warranty policy.

Jay
I don't think it's reasonable to expect a customer who spent $700+ and received a defective phone to further foot the bill for a defect that has shown up in many millions of devices
Dennis Olvera
I totally understand you Jay.

But this is the option we have at the moment for devices with this issue.

Jay
this should be something handled by Huawei, I'm not asking to be paid for the emergency situations this defective phone has placed me in and cost me, I'm merely expecting that Huawei take responsibility for not delivering on the basic expectations of a phone.
can I speak with a manager?
Dennis Olvera
Jay we do not have managers that can take chats.

If you want to talk with one you will need to contact us in the hotlines.

Jay
then why do your managers exist? How do I get in touch with one? Can they email me?
Dennis Olvera
Huawei Hotline Support.
888.548.2934
Monday - Sunday 7:00am – 9:00pm (CST).
English / Spanish / French / Mandarin.

Our managers can take calls.

Jay
okay
thanks
Dennis Olvera
You are welcome.

Jay, could I assist you with anything else for now?

Jay
no
Dennis Olvera
Great! I would really appreciate it if you could please answer the survey once this chat is over. It will really help me a lot. The survey will be to rate me and the service I provided. If you have any comments towards Huawei, please leave them in the feedback section, we will greatly appreciate them.

I truly appreciate your time and kindness, thank you so much for contacting Huawei support and choosing our products.

You have a great day.

Also, You can check outside the chat window you will see an envelope icon, please click on it and the whole chat transcript will be sent to you.

As soon as you end the chat the survey will appear. :)

Jay
kay
 Read
Dennis Olvera
Thank you.

Dennis Olvera has closed the chat.