Bad service delivery

Being a loyal customer having multiple devices on various platforms, I was very dissappointed with the service I received. I have been a hauwei user since the p10 came out. I have had the p10, p20, p30, and now the p40. Besides that I even converted my whole family because I loved the devices so much. My mom, dad and sister are all users now. I bought the p40 lite as an upgrade from my p30. Besides all the problems I have had with actually getting apps downloaded because of the no Google policy, it started heating up as I was charging it. This happened for a few days. The last day it heated up a lot, to the point I wasn't able to hold it comfortably. I just pressed on the screen and the whole screen shattered and went black. I took it to the hauwei store to get repaired. I was told i have to pay for the screen to be replaced before they even checked what was wrong. Being a loyal customer and constantly telling people about the great feature of the phone I was shocked by this service. I was informed that my first screen replacement would be free when I got the phone. Besides that, I did not drop or handle this phone carelessly. It even had a screenprotector and cover purchased from the hauwei store. I really expected better from hauwei. I have emailed numerous times and no one has responded. Now I'm stuck with a phone I can not use and risk losing all my data on the phone as there is no option to put a memory card in the p40 lite. Very dissappointed. If hauwei isn't willing to listen to my case I'm afraid I will have to move away from there technology and services and stop recommending.