A woman said she was injured by her cellphone and burned herself on fire. Honor responded: Follow-up is ongoing.
The appearance of the Honor 60 mobile phone after spontaneous combustion.Pictures for this article provided by interviewees
Recently, consumer Ms. Yang reported to The Paper Quality Complaints Platform that at 5 a.m. on September 20 this year, her Honor 60 mobile phone suddenly started to smoke and spontaneously ignite, causing burns to her feet during the firefighting process. Fortunately, the firefighting was timely and no further injuries were caused. Big loss.
On the same day, Ms. Yang contacted Honor’s official customer service to report that the phone spontaneously ignited while charging, and the other party said that the phone needed to be recycled for testing. After the test, Honor officially responded: The device was caused by battery thermal runaway caused by external force damage to the battery, and it was not a product quality problem.
Ms. Yang has objections to this. She believed that the incident occurred around 5 a.m. and that she was not using her mobile phone at that time, so there was no possibility of external injury. Ms. Yang asked Honor officials to conduct third-party testing of the accident mobile phone. If the problem is indeed caused by the product itself, she should be compensated.
A reporter from The Paper contacted Honor’s official customer service on October 18, and the other party stated that the incident had been handed over to the service manager for follow-up.
The situation of the quilt after the Honor 60 mobile phone spontaneously ignited.
Consumer complaints:
Ms. Yang introduced that on December 16, 2021, she bought an Honor 60 mobile phone at Suning.com Wuxi Changjiang North Store. In the early morning of September 20, 2023, she was charging her mobile phone while resting in bed. Around 3 a.m., the mobile phone showed that the battery was not fully charged, so Ms. Yang did not cut off the power supply, but the accident happened more than an hour later.
Proof of purchase of mobile phone.
Ms. Yang said that around 4:50 a.m. that day, the mobile phone she was charging suddenly burst into flames and smoke, and spontaneously ignited. The sparks generated by the spontaneous combustion of the mobile phone ignited the quilt, clothing and other nearby items. After Ms. Yang’s family discovered that their mobile phone was spontaneously burning, they immediately cut off the power supply and put out the fire in time. While fighting the fire, Ms. Yang accidentally suffered burns on her feet. On that day, Ms. Yang was diagnosed with burns on the soles of her feet at Wuxi Huishan District Traditional Chinese Medicine Hospital.
Diagnosis certificate of Ms. Yang’s foot burn.
“The babies at home were all awake at the time. Fortunately, I was around at the time. I only burned the quilt and some clothes. Otherwise, I don’t know what would have happened.” Photos provided by Ms. Yang showed that her mobile phone had been burned after the incident. It was completely scorched black, and the backboard was bulging high. A piece of the quilt was burned through, and the cotton was burnt to yellow.
On the morning of September 20, after the spontaneous combustion incident of the mobile phone occurred, Ms. Yang contacted Honor customer service. The customer service said that the mobile phone needed to be recycled for professional technical testing. On the same day, Honor staff came to collect the spontaneously igniting Honor 60 mobile phone and signed a “Letter of Authorization for No Disassembly and Inspection” with Ms. Yang. After testing, Honor officially responded: The device was caused by battery thermal runaway caused by external force damage to the battery, and it was not a product quality problem.
Ms. Yang has objections to this. “This response is very strange. I put the phone on the quilt to charge at that time, and I didn’t touch the phone that day. How could the battery be damaged due to external force?” Ms. Yang raised her doubts to the Honor official and asked if it could be done. I appealed again and searched for a third-party authoritative agency for testing, but Honor officials did not adopt it.
After that, Honor officially issued an inspection report. This “Honor Terminal Service Report” showed that the malfunction of the mobile phone was “cannot be turned on, battery appearance failure (bulging/leakage/corrosion)”, and the note was “external force damaged the battery causing battery failure”. Thermal runaway is not a product quality problem.” Ms. Yang disagreed with this result, “My phone has a bulge due to spontaneous combustion. What I want to check is why the phone spontaneously ignites rather than why the bulge occurs. These are different in nature. I still want a third party to re-test . If it is a problem with the product itself, I hope Honor officials will compensate accordingly.”
“Power of Attorney for Inspection without Disassembling”.
Enterprise response:
After receiving Ms. Yang’s complaint, The Paper contacted Honor’s official customer service on October 18. The other party said that the incident had been handed over to the service manager for follow-up, and Ms. Yang would be contacted for follow-up processing.
On October 23, Ms. Yang reported to The Paper that as of now, Honor officials have not provided the latest results or response.
