Huawei - Bad Service delivery

I would like to share my experience with Huawei, I purchased a phone which one of the additional services was a free screen repair valid for 100 days from date of purchase. Within my 100 days I had claimed for the screen repair as a mishap with damage to the screen took place. In the begin of March 2021 I sent through a claim for the screen repair and with an agent only getting back to me 2 days later the process started. I was then given the run around for a week to get all required documents to lodge a claim. Once the documents was accepted the claim was then put into a que systems awaiting an assessor to get in touch with me. After countless calls to Huawei to find out the statues of my claim at the end of May 2021 I was contact via email by an assessor who advised that she was the appointed assessor and will arrange to have my device collected. I was then called 5 min after receiving the email by Globe Flight who wanted to collect the device in the next hour which left me with zero time to back up anything of my phone. The phone was sent to a repair center and within a week the phone was repaired awaiting collection. I then had to call Huawei to confirm if the device was done and they asked me to contact the repair center to confirm that the repair was done. I was then advised that I need to get in touch with Huawei to make arrangements to have the phone collected which after numerous calls trying to get through to the correct personal dealing with this I was told to please get in touch with the repair center again and so forth . I have been on the phone with Huawei daily and have been transferred from and to different departments over 30 odd calls with no one being able to assist with collection of my device. It has been 2 weeks now that I have not received any feedback or update on my device and each time I call in I am advised that I need to wait for feedback or to be contacted.

I have wasted my time and effort for trying to get my own personal phone back which is still under warranty with Huawei and still a paid monthly premium to my network provider for this device which a service was offered for. The lack of skills from staff and knowledge is absolutely scary to a point where I am in doubt of actually of ever purchasing the brand again.

But I would like to point out that even requesting to speak to a manager or to escalate the issue was a waste of time and energy because I have not received any feedback from any of the staff or received an email from the managers.

I will never purchase a Huawei again and will be sure to advise friendly and family to stay clear of the brand due to the bad after sales service.