HORRIFIC SERVICE - AND THEY LOST MY PHONE!

I handed in my gold Mate S phone (IMEI ********** ********** 2) for repairs on 13.08.2017 at Canal Walk Service centre and expected instant repairs. Unfortunately i was mistaken.

Upon handing the device over to the consultant, i was informed that the store had management issues, ranging from missing devices, no manager, delay in services and no telephone lines, fax lines or any communication. This was very disturbing to hear, for a big worldwide brand like Huawei.

I handed my device in for repairs and was told that i would receive it back within maximum 3 weeks. As there was no direct telephone line to the shop (still none at this time), i had to continuously drive back and forth and get updates on the repairs of my device.

After a month i got very frustrated and went back to the shop. I was told that there is no update yet and that i will be called once they have more information. They had no technician on site and all items had to be sent to Johannesburg (not that the logistics of the repairs is relevant to me - I just wanted service).

On 30.09.2017 i returned to the shop and was told that the current status of my repairs shows that the parts were ordered, my phone's repairs were done and its due for delivery in Cape Town in the next 3 days. The supervisor handed me a card with her direct number (and believe it or not, the number does NOT EXIST). I returned again on 06.10.2017 and finally i received my device, but luckily i checked the box before i left the shop.

In the box was a P9 lite (SERIOUSLY), where is my phone? What happened to the status of "Awaiting parts" and "Repairs done"?

I did not want this phone as it might be a newer version than mine, but the on board memory is much less than mine, i had a gold phone, this was black and my point is, where is my phone.

Now, the interesting part. The info on the system shows that my phone was a gold Mate S, but my phone went in for repairs to the motherboard as the phone kept restarting as well as the images were burnt into the screen, nothing major. I was then shown the system and it displays that my phone's IMEI number is actually a P9 lite and that my phone went in for repairs to a cracked screen. NOT TRUE! If you dont trust me, is till have the box and all the paperwork.

Huawei, please get your act together and give me my phone back. Im positive that you have lost it. If you cannot replace it, give me a Gold Mate model that replaces mine. I am so dissapointed as i had never received such poor service. Here is can say that Samsung is much more advanced in its customer service.

I trust that this issue will receive your urgent attention!