Manager with a attitude

I have spoken to a the Manager of the Somerset Mall branch Huawei store in connection with helping a customer with a faulty handset. The P30 Pro is only 2 weeks old and customer requested a swap out as the the phone is still new.

The manager then said that is not possible the phone will fixed. I then explained but at a MTN store if it is in the first 6 months the phone can get swapped out for a new one after assessment.

She then started to raise her voice at me saying that is how it is done with them and there is nothing else she can do.

After i told her the call is recorded she then only calmed down and said she will email someone and try and get the device swapped out.

The customer was still unhappy as this was the manufacturer of the device and they can give her swap out she then went to a MTN store who has now assisted her with what she needs.

Huawei needs to train there staff about CPA cause the manager told me CPA is only valid for the 1st 7 days. As far as i know CPA is valid for the 1st 6 months.

Please make sure that your senior staff is well educated and that they know how to speak to peers and others and not raise their voices to get their point across.