Bad Customer services and empty promises

I have a new Huawei Mate20 pro. My 1st Huawei device (moved from Sony Mobile)and was supposed to get a GT smart watch with the device. I have been struggling to get this smart watch from Huawei for the past 40+ days. I keep getting promised I will be contacted and I'll get an sms, none of this has transpired. I have spoken to countless agents and all they can tell me is that its escalated. I cannot believe this is the type of service Huawei provide their customers, being a new customer I expected more. I am obviously just a number and should except that. Managers cannot call me because they in meetings. All I am constantly told is I must be patient I will get a call or an SMS. I am so disappointed and am actually trying to return the device.