Huawei P10 issue and terrible service

I have a Huawei P10 that no longer recognises the unlock pattern ate software update. I have been to Melrose Arch repair center and received pathetic service. Apparently the technician is not allowed to show his/her face and speak to customers even after the front desk agent is clueless. This phone is still under warranty and i would like to Huawei to resolve my issue as i have valuable information on my phone and not prepared to lose it.