Huawei- my experience of corporate bullying and unaccountability.

Huawei- my experience of corporate bullying and unaccountability.

Last year my P20 was damaged but still within the "free screen replacement" warranty. I took the phone to the Durban Cornubia store and was told that they had no stock. I was told I would receive a call as it arrived.

A month later I went back in and still no stock. I waited again and tried my luck a few weeks later but stock had apparently still not arrived. I was assured I would receive a call as it arrived. A few weeks later my phone became impossible to use so I decided to try my luck and called the store. (to my surprise the phone was answered as its engaged 99% of the time and I usually have to drive 30min to the store to communicate with Huawei). Frustratingly I was told that there was once screen left and they had forgotten to call me. I rushed through to get the screen replaced but was then told my warranty had fallen out 2 weeks before and they couldn't assist unless I now paid for my screen. This is clearly unacceptable but due to the urgency of the matter I paid for the replacement and was assured by the manager that I would be reimbursed.

I spent the next 2 months dealing with Fazel Bolley who is head of customer relations. During this process I told him how the manager had promised me a new screen and that despite trying to replace my screen within the warranty the store had no stock. He then communicated with me and said the manager didn't remember me ever coming in. A blatant lie. I was told to please prove I was in the store using google maps- Which I promptly did and sent through all the info. Finally after weeks, I was told that my screen replacement would be reimbursed. Sadly my following emails were promptly ignored for months after by Fazel Bolley. I emailed from both my work and private address and was blanked. I decided to stop flogging a dead horse and leave it as that. Thinking sometimes its just not worth wasting the energy.

At the end of December I purchased a new P30 after water had washed over my beach towel where my phone was wrapped- which seemed strange that it would cause damage. At the end of February I went for a trail with my device to listen to music, something I have done since phones had music and have never had any issues. I had the phone in my pocked in its usual case. Halfway through my run my device switched off and the music stopped. I went straight home and inspected the phone and notice moisture in the device and in the lenses. I had taken multiple images at the start of the run and a video which was uploaded to Instagram and you can clearly see that lenses were in crystal clear which would never be the case had moisture already been present in the device. I placed phone in rice and called the store which I purchased the phone from and they requested I take it into Huawei.

I dropped the phone off 1st think Monday morning and was told I could collect it on Thursday but would receive an update before. I heard nothing Tuesday and again the lines were engaged so drove in and was told they we're waiting for parts ( naturally I assumed they had therefore inspected the phone) On Thursday I drove through again and asked if my phone was ready. At this point my phone was lost and they customer service consultant said it might be locked in the safe and they had no access to it- Bizarre. On Friday I received a call saying my phone had only then been inspected and there was corrosion which indicated water damage. I explained that the phone was brand new and had never gone close to water except when I ran and it was expose to sweat. I was then told my phone was an IP53 rating and that protects against sweat. I the asked how this is possible and was told that the seal was potentially faulty. My old friend Fazel Bolley was then brought in for assistance and frankly did nothing except revert back to the store manager and technician and said Huawei is NOT liable for water damage. Every manager or technician stated sweat cannot cause this damage and suggested I had submerged the phone which couldn't be further from the truth.

At this point I then asked Fazel to put me in contact with Steven Raabie. I emailed them both again saying that the phone had NEVER been submerged or expose to rain and only sweat through my shorts pockets. I told them I could prove this because my device was fully functioning during the start of the run and the images and video taken were time stamped and if water was previously there the camera would have misted up. I also had my Garmin on and could correlate where I was at the exact time on the map when the device malfunctioned. I also said I was happy to take a polygraph test supporting the order of events and given the evidence at hand surely indicating the seal of the phone was faulty and therefore should be covered by Huawei.

Steven eventually rep**** days later (another Huawei employee with apparently limited access to email) saying the phones are pressure tested (which means nothing because the seal wasn't inspected by the technician) and due to the damaged report nothing could be done. Essentially ignoring anything Iv had to say. When I explain the situation in detail to Fazel his response was "I don't know what to say".

And so I sit here completely powerless to the corporate. This is ********** customer service. Im still owed money from the Huawei and clearly there is an in-company policy to delay communication and cover each others incompetence. There is ZERO accountability and despite all information given to Huawei and their utterly despicable management nothing is ever done by them when they are liable. They contradict themselves and refuse to acknowledge facts and avoid any interrogations that could prove there in-company *******ion or faults.

The last thing I want to do is be writing this post but due to there behavior I felt like I have no option and at very least I hope If anyone else has experienced similar behavior from Huawei we can at least make other customers aware of how rotten this company is and how they partake in corporate bullying and refuse any accountability when they are to blame.

I refuse to be treated like this as a customer without having my say. I can only imagine how many other people they do they this to and get away what is essentially ******** behavior and broken corporate promises.

Huawei you have no integrity- from device to personal.