PATHETIC SERVICE

I REPORTED MY HUAWEI G7 CRACKED GLASS ON THE 15TH OCT 2015 AND TO DATE STILL AWAIT RESPONSE.I HAVE ATTACHED HUAWEI 'NOT TO WORRY'ABOUT GLASS AS PER THEIR WEBSITE AND STILL NO RESPONSE.CELL C WANTS TO TAKE IN MY 2 MONTH OLD PHONE AND GIVE ME A RE-FURBISHED PHONE AS PER THE REPAIR DEPARTMENT.ITS INSTRUCTIONS FROM THEIR SUPPLIER.THERE IS NOTHING WRONG WITH MY PHONE MECHANICAL AND YET I HAVE BEEN GOING FROM ONE PERSON ANOTHER.HOW LONG DOES CELL C TAKE TO REPLY TO A CUSTOMER.DO THEY HAVE CUSTOMER SERVICE OR 'TURN AROUND TIME' TO REVERT TO CUSTOMERS???