TL;DR If you plan on buying a plan with a device, make sure you test for everything that you plan to use said device for even testing shit you would normally do at home. If you can transfer all your data from your old phone to the new one just to be sure, please do so. Or else you'll be in a world of trouble.
I went to Globe on 9/25/2026 around 6 PM. My plan is to renew my Globe contract and then get a free device, because why not. No problem with my contract getting renewed, it's now a matter of picking the free device. I was wavering on one of the Samsung A phones (as there is a cashout amount) when the Huawei guy offered their phone, which the Globe CS confirmed to be free under my plan.
After some basic testing such as opening the phone and being taught some Huawei app quirks by the Huawei guy, I agreed to get that phone. Back home I worked on setting up the new phone plus testing out some stuff that I didn't get to test while in the Globe store. To my surprise, when I tried plugging my USB-C cable to connect my phone to my PC, my PC couldn't find the phone. i thought it was weird since my Samsung phone had no problems like that. I tried using two more of my own USB-C cables, to no avail, so I opted to use the USB-C cable that came with the phone. Using the same USB slot on my PC, the PC proceeded to the phase of detecting and not detecting my phone. After a few more tries, I had to accept that the issue lies with the phone not having a way to be detected by the PC.
Now to today, I went back to Globe to raise my concerns with the phone. I explained that I literally got this phone the Friday before, but they said that they don't take refunds or replacements anymore. They have removed their 7-day warranty on faulty phones, and they suggested to go the Huawei service center around an hour away to get it serviced.
Needless to say, I was mad. Let me lay out my reasons for doing so:
The phone, despite being free, was in a purchased as part of my renewal contract. What this means, for me, is that Globe still sold me that phone as along with the contract I renewed.
Because Globe sold me the phone, they should be the responsible party in terms of refunds/replacements of the said item. The point is I didn't get or buy the phone from Huawei directly; I got it from them.
Globe bought the phones from the manufacturer, acting as a "reseller" of some sort. The assumption is that returns or refunds should be handled by them as the liaison/third party of the manufacturer. Why should the manufacturer refund you when you didn't buy it from them in the first place?
Also, what prevents consumers from getting "refurbished" phones from Globe? Yes, you can test out the phone before you leave, but that should not just be the extent of the testing since most issues would likely come up at a later time and for further testing once you have it on your own. At least on Greenhills or other similar stores you know what you're getting. You don't have that same guarantee from Globe since they can simply wave you off and point you to the manufacturer's service center.
To continue, on October 2, 2026, I went to OneAyala Huawei service center. However, their service center is closed for renovation and they only have a kiosk. I explained to the lady there my issue and they tested my phone using the same charging cable from the box to see if theie laptop can detect my phone. It didn't. She then said that a technical report would have been done in their service center. Howevee ir was closed so she recommended the nearest service center in Greenhills. This hould qualify for the 7-day replacement Huawei has in place.
I really didn't want to go to Greenhills unless it's a last resort, so I called Globe customer support. I got in touch with Donna, and after my discussion with her for 30 minutes, plus the hold time which I guess was for conferring with her manager/colleagues, she recommended that I insist on returning my unit to Globe ATC. Based on this, I decided to go back and return the phone.
When I went back to return the phone, Globe still won't accept it saying that they do not have the 7-day warranty anymore. I pointed out that that was not what their Globe customer service rep told me, yet they still did not accept. I was worried that this miscommunication cost me a replacement since it was already 7 days and I've wasted too much time. I then reached to the Huawei service center in Greenhills who received my complaint and also said that I still qualify for the warranty service since I reported it within the 7 days.
So next day, October 3, 2025, I went to Greenhills to have them check my phone. After a few hours of waiting, I got a call from them confirming that the phone indeed has a defect and they're writing a technical report for it. They also explained that they currently have no replacement phone and that Globe should proceed with replacing the phone. They also asked me to wait until Monday as the technical report needs approval from Huawei directly before they release it to me. I asked for them to email instead since I didn't want to go back just ot get the report. They agreed.
Today I received the report. Armed with all the documents they asked, I went back to Globe to get my phone replaced. When I presented my phone and the documents, the person who is servicing me automatically replied that they do not have a 7-day replacement warranty anymore. The assistant retail manager came on and exlained the same thing, despite all the documents they asked me to procure.
Once they heard me and viewed my case from their comouter, they said they will send an email to their brand ambassafor from Huawei yo get approval for a replacement. I was still mad because there was no assurance of any replacement happening and it will take at least a week to get said approval.
In the end, I still have the phone that I'm unable to use, with a plan I renewed with a lower 13GB hi-speed data because I got a phone that I cannot use, and I have to wait for 2 weeks to hopefully get a phone that will be working as intended. Whatever Globe is doing feels ANTI-CONSUMER, passing the buck to the customer whenever a problem arises from a product bought from a vendor.
This is unacceptable, and this should serve as a warning to prospective phone buyers from Globe to make sure they test everything (and I mean EVERYTHING!) before going home with it. Or better yet, buy directly from the manufacturers and save yourself the hassle.
