These days, it seems there’s not a smartphone launch that goes by without some hiccup. In the case of Huawei’s Mate 20 Pro, users have been complaining of their screens tinting green in some circumstances. Initially, Huawei offered no official response, instead asking affected customers to go through the process with their retailer. Perhaps unsurprisingly, this didn’t resonate well with all customers. Those who purchased from Optus took to the YesCrowd forums to vent their concerns.
Our earlier story on these issues attracted a lot of attention. So much so, in fact, that almost 50 customers contacted Ausdroid with their details and asked for our help. So, help we did. Ausdroid’s working relationship with Huawei allowed us to contact the right people to help get this issue the attention it deserves. Fortunately also, Optus has stepped up its response to customer feedback about the Mate 20 Pro screen, and it appears the issue is now being addressed.
Optus has confirmed the existence of the issue:
After analysis of a sample of Huawei Mate 20 Pro returns conducted by Huawei and Optus we have confirmed that all units tested exhibited the green tint to varying degrees.
Testing has shown that the failure manifests when the display brightness is set to zero and viewed in a low ambient light environment and only when viewing a dark screen.
We can confirm that the failure doesn’t inhibit the issue of the handset or pose a danger.
We will continue to offer a replacement from good stock or a cancellation/refund (if you’d prefer)
An Optus representative has also confirmed what our feedback found; the LG display appears to be the main culprit. Very few of the other displays (manufactured by BOE) have demonstrated the same issue. 91% of those who got in touch with Ausdroid had Mate 20 Pro screens from LG, whereas only 8.3% had BOE screens.
Further to this, Huawei Australia has been in touch with all customers who contacted Ausdroid about their Mate 20 Pro experiences, though we understand a few remaining customers will be contacted early next week. We understand that Huawei is working with Optus (and other retailers) to ensure that any affected customers have clear options available to them to address the issue, including replacement or refund if required. Huawei has also given direct contact details to affected customers should they need them.
One Huawei customer posted this email he received on Optus’ YesCrowd forum:
As much as a public statement from Huawei might offer some confirmation or comfort, I’d rather see concrete action and that’s what we seem to be seeing now. Affected customers are being given assistance to resolve their concerns, and Huawei and Optus appear to be working to ensure supplies of unaffected stock so that the issue gets resolved going forward as well as for existing customers.
We’ve discussed this internally, and our Editorial team agrees – this is a good development from Huawei and Optus. It might’ve taken a bit of a voice to get everything happening, but the response from Huawei and Optus seems to be pretty good. Let’s hope it delivers. Kudos! 👍