HUAWEI SMART WATCH CLAIM - AUGUST VODACOM PROMOTION.

Hi,

Being a previous Samsung user all my life, now a Huawei user, I am very pleased but I am disappointed at your "after-sales" team, I'll explain why.

As I was told by one "agents" at Huawei at the contact center ***"I should not complain as this is a promotion and I should consider myself lucky I am receiving a free Smar****ch in the first place".

I agree to the extent that it is a "Promotion" and that I am receiving something free opposed to paying for it out of my pocket, what is annoying is two factors which I am very displeased with.

The first-factor being, I had to follow up for 9 days already, 7 business working days if we want to be accurate and count it in working days, not a single response or notification or follow up was sent to me regarding the promotional gift that I took out at Vodacom as part of the August Specials, where you purchase a P30 Pro and get the Smar****ch for free. I claimed my Smar****ch on the 7th, and it is now the 16th, now after calling your call center and waiting close to 6 hours - this is split up in the entirety of the working week, I finally got through to them and was told that I need to be the patient one.

Sure, granted, but, what can be so hard to process a Promotional Item, why can't it just be processed and be shipped to me? As it cannot take 30 working days to process a simple promotional item, if that where the case then I would think a lot of people would opt out of the deal.

Now my second problem with all of this is, my claim has been in through both the processes since the 7th - it was through "Claim Successful Pending" Will take 1-2 days to Verify IMEI number" as well as - "Moderation Pass Moderation Will take 1-2 working days to go into Shipping Status" Since the 7th, that has been the status of my Claim, and I was promised three days ago by Huawei support - *** that my claim would move into shipping status within this period and that Huawei would be in contact regarding my claim and confirm shipping of my promotional item, and to no avail I still am stuck in "Pass Moderation" with both the green ticks on the boxes.

Now, I will grant Huawei the time period as the call center instructed me to do, which will be 30 working days in total, if my claim is not resolved by then I will be taking this case directly to the Ombud, I am patient but I am not happy about this level of service, I want to support Huawei to my fullest capability, but honestly, some of your after-sales team/staff need to improve and provide clients with a standard level of service, as this is the only department that is lacking in my personal experience.

My IME number: ***

Regards Juan