Huawei Nova Plus audio recording through video camera is horrible.

[Bman58]

I have used the Note 3 and Samsung s4 for video recording and the sound is great. I was at a concert in September and recorded some clips with my S4 and zero problems. Just recently I was at another concert, exact same theatre, and loudness and recorded clips with my Nova Plus. It sounded like it was recorded under water. It was horrible. I thought maybe it was the theatre but the S4 did well. So I recorded in a brand new acoustically perfect church and got the same distorted uner water sound. I love this phone but to have that bad of a audio recording, I need help. If I hook to computer and put mp3 on the phone, it's fine. I just bought a few months ago and locked into contract, so past the 15 days. I checked and no updates for the phone. Thanks.

**Edited to add label

[FidoTerry]

Welcome to the community @Bman58!

Sorry to hear you're not enjoying your phone. Did you have issues with the recording before? If it worked fine before and it suddenly started to have issues at no fault of your own, you do have a 1 year manufacturer warranty. You can bring it to a Fido store and we can send it in for repairs for you.

It's also possible the device was designed this way which unfortunately there's little we can do about. It may also be a software issue. For that, we will need for a new software to have it fixed. 

Anyone else @community can share their experience with the phone? 

[Bman58]

First time I tried it was at the concert. Second was at the church. If it's just people talking it is okay but any music, forget it.The Samsung worked great. But the Huawei was lousy. Huawei takes better pictures than the Samsung but Samsung blew it out of the water for video and audio combined.  I will call Huawei tomorrow. I checked software update and said there was none.

[FidoMaria]

@Bman58 Alright! Keep us posted.

[Bman58]

Ended up having to send the phone out to service and I had to do all the packaging and take it to UPS. Just got it back on July 25. Will test this coming Sunday as it will have the same venue as the poor audio recording. Work order shows "replaced component" and reflashed software. And I will will record with 2 different phones.  Keep you posted.

[Bman58]

Gone out for repair a second time. Showed the service rep the Facebook videos, then it was 2 weeks before I got a shipping label even though it was too be escalated.

[FidoFaiza]

Thanks for the update! We look forward to hearing from you, @Bman58

[Bman58]

Nope. Still has the same problem. I was at a church this morning and simutaneously recorded using Samsung s4 and the Huawei Nova Plus. The audio from the Samsung came out perfect and the Huawei audio was **bleep**. Even showed it to a few others. It's too bad because everything else in the Nova Plus outperforms the Samsung. And of course it's now a phone under contract plus if I sell it I have to pay $50.00 unlock fee. I promised myself I would never ever go on a contract after the disaster with Bell. Now I know why. 

[mario05]

I just wanted to ratify that this is a problem with the phone!! I get the same audio problem, Fido must notify Huawei for a soon fix.

I got this phone 2 month ago and  Fido salesman told me that this phone was better choice than a Samsung A5, that's the reason why I got this phone. 

I would like to know what are my chances to replace this phone for a saumsung?

[Bman58]

According to the repair department: "within manufacturer's specifications and does not exhibit the reported malfunction." I sent them a dvd to prove there is something wrong and also posted on Fido's Facebook page to prove something is wrong and also went to the Fido's kiosk to show the Fido rep and prove there is something wrong.  The audio (so I don't get bleeped) is like that game with the dice you see people playing at the casinos.

But I am just a clueless consumer who has had smartphones for the last 8 years, able to replace charging port in Note 3, and repaired cell phones for MTS for a year. But when it comes to Huawei, I am "hearing" things.

Let me know if anything ever comes up with your phone. Thanks for the support.

[Bman58]

Yes, but who checks video recording within the 15 days refund. You check that it calls, answers, texts, picks up wi-fi, picks up data, mp3 sound. Very seldom do you check video.

[FidoRanya]

I hear you @Bman58 ! I understand how it's not necessarily something you would have noticed within the first 15 days.

Just to clarify, your device was sent for repair now? 

[Bman58]

Yes. Not fixed correctly the first time so second time being sent out.

[FidoClaudia]

Hey @Bman58,

Keep us posted on how that goes!

[Bman58]

No fault found. even though I have shown beyond any doubt whatsoever the horrible video recording (did they actually go to a church or concert?). I am done with Huawei and will be posting the videos on youtube (if allowed). Lesson learned. ALWAYS check video recording and never, EVER by a Huawei product ever again.

[FidoAlyson]

Thanks for the details @Bman58

Feel free to reply to our PM so we can have a look at everything with you

[Bman58]

Okay. Frustrated enough that I sent a USB drive with absolute proof that there is really something wrong with the audio directly to Huawei Canada and hopefully someone will realize that I am correct in the fault. It is comparing the exact same recordings between Nova Plus and Samsung S4. If I was the rep for Huawei, I'd be totally embarrased on the quality of the audio. I will let you know down the road if anything comes of this. Doing this as there is no sense sending the phone out for a third time. If nothing happens, then I will post on YouTube the comparisons.  Have a good day.

[Bman58]

Well, what do you know. Just got an email from Futuretel saying they received my USB stik and to reply to the email and they will escalate it to have it replaced. There was no way I was sending the phone out for a third time unless it was getting replaced. This has been a nightmare and the work I had to do should never have happened. When Fido knew of this problem through PM, email, and community forums, Fido should have  sent me to a kiosk where someone would verify the problem, escalate through Huawei, and get my phone replaced. That didn't happen. I was ignored by Huawei, Huawei customer support said I had to send the phone out, Fido Kiosk, where I bought the phone, did not offer to send the phone out when I showed the salesperson the problem.  All around very poor customer service from Fido, Huawei, and originally from Futuretel, who now has apologized and sees that I was correct. I will let the forums know when the replacement arrives and then re-do the audio test on video recording. I will keep you updated.

[FidoNick]

Hey @Bman58!

Our intent is always to solve our customers' concerns! I'm happy to hear you're getting a replacement, let us know how it works out

[Bman58]

Replacement arrived today November 09th. But because it is minus 31 with windchill outside, I will have to let the phone thaw out and record some music on Sunday and see what happens.

[FidoAlyson]

Thanks for the update

Keep us posted.