Huawei Warrantee problems

I recently developed a small crack on my screen. I used my HiCare application on the phone to assess my warrantee and it showed that I am under warrantee until end 2021. The extended info also shows that it has one free screen repair. I therefore book it in via their app and they collect the phone on the 29th Dec 2019. I now get a call from Huawei to grade or survey their quality of service. I note to them that I cannot as I haven't even received my phone. She then asks if I have received my quote. I say I haven't but also that this is a free repair. She sounds confused and says she will get back to me.

What is going on?