Disgusting Service

Huawei's service has been complete ****.

This is to have in writing the poor service I have received from Huawei to date.

• Thursday, 31 October 2019: I brought my phone in for screen repair. I paid the R700 fee for screen repair and battery replacement. The consultant informed me that should there be further issues found with the phone, I would be informed and I would need to pay in. I had no issues with this.

*No further communication from Huawei regarding phone*

• Monday, 4 November 2019: I received a call at about 13:30 to inform me that my phone was ready for collection and that all fixed.

• Tuesday, 5 November 2019: I pick up my phone from Huawei. The gentleman who gave me my phone is unable to test the phone. He tries to put it on charge so we can test but the phone is completely dead. He tells me to go home and charge to 100% before using it. I take phone and leave store.

*I do not test phone on Tuesday*

• Wednesday, 6 November 2019: After charging phone, I switch it on to test. Phone comes on but screen is not working. The screen does not respond.

• Thursday, 7 November 2019 I take phone back to Huawei to inform them that the phone is faulty Consultant checks phone out. Takes it to the back for a few seconds. Comes back and informs me she will be booking it back in.

*No further communication from Huawei regarding phone*

• Tuesday, 12 November 2019: I tried to call Melrose twice to follow up on my phone- no answer.

• Wednesday, 13 November 2019: I called the customer center. I spoke to Lebo who said she could see that nothing had been done with my phone. She escalated the call and promised me someone would call me back later that day. *no one called* I called again that evening and spoke to Mbaso. He escalated the call too and promised to call me the next morning- he did not

• Thursday, 14 November 2019: I called and got through to Johnson I think it was. I asked to speak to a manager and Sipho came to the line. Sipho asked to give him 30 minutes and that he would call me back in 30 minutes- he never did.

• Friday, 15 November 2019: Serge called me to tell me they had a quote for me to fix the phone and there had been liquid damage found I refused to hear the quote. I told him there was no liquid damage when I took the phone and they cannot have kept the phone for over a week and now tell me I had to pay in. I refused to pay them a cent and told Serge this would be a cost Huawei would have to carry. I asked for someone to call me back in the course of the day and he said he “hoped” someone will. *no one called*

*No further communication from Huawei regarding phone*

• Tuesday, 19 November 2019: Courtney calls me that morning to inform me that my phone is being worked on and it will be completed by close of business that day and that I could collect the following day. I refused. I told him that this has been the worst service ever and I will not be wasting time nor fuel to go to Melrose, Huawei can deliver to me in Sandton. He took my address down and said he would arrange for delivery. That afternoon, Hloni calls me to update himself on the matter and he tells me the phone is not being fixed and he will “see what can be done” During this call, Courtney calls me and I inform them both that there is very clearly miscommunication and it is best we have a conference call so everyone can get onto the same page- neither of them had the capability to conference call. After a lot of back and forth, I called in and asked to speak to a manager who was not Sipho. Saichen (not sure if I spelt that right) came onto the line to assist. He asked to update himself and would get back to me He tried to call Hloni for feedback and was unable to get through. He called me back to say there wasn’t much he could do right then but would get Courtney to follow up on Wednesday and update me.

*No further communication from Huawei regarding phone*

As it stands now, I still do not know what the status of my phone repair is. Huawei has had this phone for almost 4 weeks in total.

I have this phone on contract and do not see why I should be paying my service provider for a phone that is not in my possession due to Huawei’s negligence and inefficiency.

I would appreciate a manager contacting me urgently so I can get this matter dealt with and be done with it all.