Open letter: Complaint regarding Huawei E5785-330 Mobile Router

Dear Sir/Madam,

I am writing to express my deep dissatisfaction and frustration with the customer support I recently received from Huawei regarding my Huawei E5785-330 mobile router. Despite reaching out to your support team in Greece, I was met with an inadequate response and a lack of assistance regarding a simple inquiry.

First and foremost, I would like to emphasize that I made it explicitly clear in my initial request that I am fully aware of the potential consequences of modifying my device and that I do not seek any warranty-related support from Huawei. My intention was to explore alternative methods to power the device directly without the battery, as is commonly available for other similar mobile routers in the market. This approach would greatly enhance the convenience and versatility of the product, and it is disappointing to see Huawei's reluctance to address this issue.

To my surprise, my initial inquiry was met with a dismissive response, disregarding my request entirely. However, instead of accepting this unsatisfactory outcome, I persisted in my effort to find a solution and sent a second request, hoping for a more informative response. Regrettably, my follow-up inquiry was closed without any further communication or explanation. This unprofessional handling of my case demonstrates a lack of commitment to customer satisfaction and raises concerns about Huawei's approach to customer support.

What troubles me most is the apparent discrepancy between the advertised capabilities of Huawei's mobile routers and the lack of transparency regarding their full range of functionality. During my research, I came across various resources and online discussions highlighting the existence of hidden menus or alternative methods to bypass the battery requirement. Some of these resources include videos on YouTube, such as https://www.youtube.com/watch?v=c-3Xmb3SFro and https://www.youtube.com/watch?v=V_HL2s5_Y5Y, which clearly demonstrate the possibility of utilizing the router without the battery. Others are: https://ondiongge.medium.com/bypassing-huawei-e5577-modem-battery-df2f73ea8070 or https://abhi9.in/blog/2020/07/huawei-e5573cs-609/

It is disheartening to witness other companies providing comprehensive information and support to their customers while Huawei fails to acknowledge or address similar requests. As a loyal customer, I believe that I have the right to access and utilize the full potential of the product I purchased. By deliberately withholding such information, Huawei not only limits the user experience but also creates an unnecessary barrier between the company and its customers.

Therefore, I urge you to reconsider your support policy and address my concerns promptly. I expect Huawei to provide a satisfactory explanation as to why this information is being withheld and whether it is possible to bypass the battery requirement on the Huawei E5785-330 mobile router. Transparency and customer-centricity should be at the core of any reputable company, and I trust that Huawei values these principles.

In conclusion, I hope that my complaint is taken seriously and that appropriate action is taken to rectify this matter. I have always regarded Huawei as a reliable brand, but this incident has left me questioning the company's commitment to customer satisfaction. I eagerly await your response and a resolution to this issue.

Thank you for your attention to this matter.

Yours sincerely,

Nikos K.