65438+1October 10, Huawei sent me a short message saying that my account number was changed through the mobile phone number of 18 1, but I don't have the mobile phone number of1,so I contacted Huawei customer service again to complain. Up to now, Huawei's senior customer service engineer has contacted me several times, but he still can't explain:
1. Why is my account logged in on a mobile phone in other places (not my personal mobile phone) without authorization? In principle, the mobile phone of my Huawei account is not authorized, and this account cannot be logged in on other different mobile phones.
2. Why is there no SMS verification code on my mobile phone when the Huawei account I am using is tampered with? SMS verification code should be the most widely used security authentication mechanism at present.
3. The reason why my account was changed, the customer service said that it may be my historical Huawei account information, such as the registration time or the used mobile phone model, which was known by others.
Then I would like to ask, the registration time or the choice of mobile phone model is very limited, especially because I have used three Huawei mobile phones, so those who steal the number can try the results several times;
Second, these are unchangeable historical information, and only these historical information are used for verification, so even if my account is retrieved, can hackers change my account through appeal in the future? Where is my security guard?
What's even more ridiculous is that people who tamper with my registered account can tamper with it without authorization or SMS verification from my current account. There is no security mechanism at this point, so how can users rest assured?
4. In the past ten days, Huawei customer service couldn't explain why my account was tampered with, but repeatedly said that I would freeze my account for 30 days and let them verify it. I just want to ask you what else can you verify? Ten days have passed, and all the logs that should be checked have been checked, and no results have been made public.
I am an initial registered user, and the victim whose account has been tampered with actually refuses to let me use my account without justifiable reasons. Is there justice?
In addition to the account being tampered with, I was deeply touched by the experience of Huawei's customer service in the past ten days. At the same time, I will give you a popular science.
1 and the customer service staff connected to 400 are just ordinary customer service staff, and most of them can only record the loss report, which can't directly solve your problem. Questions should be fed back to the customer service staff in the senior department.
2. The customer service staff in the senior department can't contact the user directly, so the senior customer service staff must take the initiative to contact the user, which means you can only wait;
The time when the senior customer service calls you is unexpected. If you don't want to miss their call, you can only stare at your mobile phone for 24 hours.
4. Why are you staring at your mobile phone for 24 hours? Because once you miss or hang up unexpectedly because of a bad signal, it's because they won't call you again immediately, and even on this day, they won't take the initiative to call you again. Even if you call back immediately, you will still connect to the ordinary customer service of 400. Don't expect to call you that day, even if the ordinary customer service promises to help you rush it. Even if you call for five minutes, it's still useless. I estimate that if Huawei's senior customer service wants to make an outgoing call, it will take at least half a day to go through the approval process.
Don't leave two or more contact numbers in Huawei customer service, because you don't know when they will contact you. For example, if you miss their call when the plane passes the security check, then you urge them to contact you many times before the plane takes off. While you are staring at this mobile phone, they are likely to call another mobile phone in your bag, so it's best to stare together.
6. The so-called senior customer service does not understand the business process (such as what is Huawei's account appeal mechanism, etc.). ). They can only say verification, not explanation, similar to advanced microphones. And when you ask for verification results, there is only one sentence: "Sorry, I can't promise you time", so you should stare at your mobile phone indefinitely.
7. If you call Huawei's complaint hotline, you may be connected to ordinary customer service, so before you complain, you should ask if it is a complaint channel line, otherwise it may be casting pearls before swine, wasting feelings and time.
8. When dealing with Huawei customer service, you must have more patience and inner peace. But I really want to say that male and female servants can't do it. Don't get angry in a hurry, because if you get angry again, your mouth will blister and fester, and you will lose sleep in a hurry. Without any help, it will still damage your body.
PS: A little spit about the police of a police station in a certain district of Beijing.
1. When I called to ask if I could report the case, Xiaomi kept asking me where the case happened. I said my mobile phone account was stolen. He said where you found it. I said I was on the subway. He asked the subway line, at which station and which subway station I found it, and where I should report it. I want to ask, is this really the case?
2. The police advised me that this situation is probably a security loophole, and I should contact Huawei directly. I said that I called Huawei's customer service many times without results, and he suggested that I go directly to Huawei for an explanation. Let me ask again, is this method feasible?