Huawei South Africa - Melrose Arch Customer Service Centre Dishonest and Horrible Service

In January this year, I purchased 5 Huawei phones for me and my family through Telkom contracts. One is a P10 VTR-L029, with Dual Camera and Dual SIM, in Dazzling Gold, with a white front. unfortunately the front screen cracked, but being under Warranty, Huawei would fix it for free, we booked it in at the Melrose Arch Service Centre under Order Number 215471, and was told that it would take up to 7 working days to complete the replacement screen and they would send me an e-mail if there were any further issues and costs.

I received an sms a week later that my order was complete, my wife then proceeded to collect the phone. She got there, the consultant pulled up her order, went to the back, without saying anything and brought back the phone, handed it to her in a plastic cover, and when she opened it, she realised it was a different phone, enquired about it, and was then told that they were exchanging for a brand new phone, as they could not get the parts (a front screen) for the phone. She glanced at the phone, even though it was a totally different colour, at least it was a phone with a fixed screen. Later the evening, I was examining the "New" phone, which did not come in a box with all the necessary info matching, like IMEI number, CPU, RAM. etc I checked the About Phone under settings, and noticed the below: This was a Model VTR-L09, which has one SIM instead of Dual, and upon doing a price check is a lower spec cheaper model than the one we are paying for. I immediately called the call centre to log a complaint. The consultant also then confirmed via the IMEI number that the warranty of the used, lower spec, cheaper phone had expired, and that my original phone's warranty expires in 2020.

Issues WITH Huawei South Africa - Melrose Arch Customer Service Centre: 1. Non communication that the repair would NOT occur due the waiting for parts. 2. The decision to replace the phone with a "New" one was also not communicated. 3. The New phone was in fact not new, as taking a closer look at it, is clearly used. 4, The expired warranty of the "New" phone 5. the Camera on the new phone does not work. 6. The New phone has a single sim and mine was a dual sim. 7. The fact that the colour and model and price (R2000 more for the dual SIM) differs from the one I am paying for. 8. After logging a complaint, the consultant at the call centre, advised me via a phone call the next day, that I must return the New phone by the next day, and I will then wait for parts for my original phone, but they cannot guarantee a timeline or that they will be able to source the parts. 9. After hearing this I requested that the Melrose Arch Store Customer Service Centre Manager please contact me, as this is not an agreeable arrangement, a week later and he/she still has not contacted me.

Very Frustrated and Disappointed Huawei Client Johnny Masang ********** 131