A New Era of Support: Huawei Elevates Its Customer Journey with Personalized Service and a Transparent App Experience

Rashad Iskandrni 

Alriyadh, 20 August 2026: Huawei today announced a comprehensive enhancement to its customer experience, introducing a more human‑centric service model and a trusted and mature AppGallery ecosystem. Together, these developments reflect Huawei’s commitment to supporting consumers with clarity, confidence, and seamless access to the digital tools they rely on every day.

A Service Experience Built on Human Understanding

Huawei’s upgraded service philosophy places human interaction at the center of the consumer journey. The company recognizes that transitioning to a new device — especially a smartphone — naturally brings questions about applications, data transfer, settings, and everyday usage.

To address these needs, Huawei experts now provide personalized one‑to‑one guidance, both online and in person. Huawei Service Experts listen to each consumer’s concerns and offer step‑by‑step support tailored to their actual usage patterns. This approach ensures that every consumer receives practical, relevant assistance rather than general instructions.

Service Upgrade: Supporting Consumers with Care That Understands Their Needs

Among Huawei’s distinguished and ongoing services is Huawei Service Day, available during the last Sunday, Monday and Tuesday of every month. As part of Huawei’s new Service Upgrade, Huawei is introducing enhanced care offerings designed to meet consumers’ real needs with greater understanding and reassurance. These include professional device cleaning to restore comfort and confidence in daily use, and operating system reinstallation to resolve system‑related issues and help consumers feel supported throughout their device journey. These upgrades complement Huawei’s existing benefits, such as free repairs with no labor fees and free protective screen stickers for mobile phones and smartwatches. Consumers can enjoy all these services and more by visiting any Huawei Service Center branch.

To make the experience even easier and help consumers avoid crowds or time constraints, Huawei also provides a free postal service. This allows consumers to send their devices from their location, at their convenience, directly to the service centers at no cost. Once the repair is completed, the device is returned with shipping fees fully covered. To benefit from the service, consumers can call 8001220888 or request it through the My HUAWEI app or the official support page.

This human‑centric model reflects Huawei’s belief that meaningful support begins with understanding.

All Apps in One Trusted Marketplace

AppGallery is Huawei’s official app marketplace, offering a mature and well‑developed ecosystem with millions of apps in one trusted place. Today, all major global apps are available on AppGallery, making it easy to find and download everything you need. After years of using Huawei devices, consumers can rely on AppGallery to access almost all the essential apps for daily life, fully supported and working smoothly.

Huawei’s enhanced AppGallery experience also addresses the real questions consumers ask when considering a switch. Instead of relying on claims, Huawei demonstrates the actual process of using applications on a Huawei device, showing the complete journey from searching to installation to real usage. This transparent approach reinforces Huawei’s commitment to authenticity and consumer confidence.

HUAWEI Pura90s Series: A Flagship Designed for Modern Connectivity

The HUAWEI Pura90s Series represents Huawei’s latest flagship innovation, combining refined design, advanced imaging capabilities, and seamless performance. With support for 5G+, the Pura90s Series delivers a fast, responsive, and reliable connectivity experience that complements Huawei’s broader ecosystem of devices and services. The Pura90s Series serves as the ideal entry point for consumers exploring Huawei’s upgraded AppGallery and service experience.

A Direction Focused on Transparency and Human Warmth

Huawei’s upgraded service campaign is built on prioritizing transparency, sincerity, and human connection. It acknowledges real consumer questions and demonstrates the experience through clear, practical actions rather than promotional claims. The campaign highlights the warmth and reassurance provided by Huawei’s Service Experts, reflecting the company’s commitment to supporting consumers throughout their entire device journey.

Broader Commitment

Huawei’s latest enhancements reflect a broader commitment that extends across all device categories. The company is not only advancing its technology and connectivity with innovations such as 5G+, but also strengthening the human support behind every product. Huawei’s dedication is to provide consumers with a trusted ecosystem, a reliable app marketplace, and a service experience that understands their needs and supports them with confidence at every step.

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About HUAWEI Consumer Business Group (CBG)

Huawei Consumer Business Group (CBG) is one of Huawei’s three business groups, providing a range of products including smartphones, tablets, laptops, wearables, audio, monitors, smart screens, IOT and others.

In Jan 2023, Brand Finance reveals Global 500 2022 list of the world’s most valuable brands, Huawei ranks No. 31, Huawei’s brand value is US$44.3 billion.

In 2023, our total R&D spending reached more than USD 23 billion, representing 23.4% of Huawei’s total revenue. The total R&D investment over the last decade now exceeds USD 154 billion.

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