No existing service been provided.

I am deeply disappointed with the service Huawei has provided me with, correction the no service it's providing.

On the 18th of August 2019,I took my phone into the Huawei repair center in Canal Walk and was advised that it would be booked in and only be assessed on the Monday the 19th of August 2019. I was also advised that I would receive communication by Wednesday 21st regarding the repair quote and if I accept it would then be repaired. I was handed a document which only contained the IMEI number, description of phone, reason for repair and nothing else.

By Thursday 22nd of August I still had not received any communication back regarding a quote or the status of the repairs. I then called the call center that day and was asked for a reference number, I didn't have one as the Huawei repair center in Canal Walk did not provide me with one. The call center agent advised me that the repair center was supposed to give me a reference as this is part of their process. The agent had to search using the IMEI number as this was the only information provided, I was then advised that the repair was completed and ready for collection.

I went to the Huawei repair center in Canal Walk on the Friday 23rd of August 2019,to collect the phone. I got the the Huawei repair store and gave them back the documents they provided me when they booked in the phone initially on the 18th August 2019.I waited in store for almost an hour with no feedback, they eventually surfaced from of the rooms at the book in the store and told me they Can't Find The Phone, there is no management available they already LEFT and they don't have access to the computer to search for location of my phone. I was asked to come back the next day, I then said I am unable to do so, they suggested they post the phone to me, I agreed and gave then the delivery address and my contact numbers. They advised that it should be delivered by Tuesday 27th August. It was not delivered and no one sent me communication why. I called the contact center again to find out why and they had no idea. I then escalated my query to the complaints department on the 29th August. I was advised that they would investigate and follow up on the status on my phone and the complaints department would directly contact me regarding this query. The agent also made a request for couriering my phone yet again with another department. After proving the agent with my address and contact details I was yet again advised that the phone would be delivered on Tuesday 3rd of September 2019.

I received a called from the complaints department on the 6th September asking if I received my phone because it shows that I have received it on their system. I advised the agent that I didn't receive the phone and he said he will follow up. I have not received any communication from then after that call.

I called the call center on Sunday 8th September 2019,asking for a status update. The agent advised that there is no information captured on my phone first this is very concerning, not sure if the system is so slow it didn't load or if nothing was actually captured. I was advised they would follow up tomorrow but I then asked to escalate to manage in the call center I was advised there is no management in today I asked to speak to the team lead then, I was advised that find someone for me to talk to and placed me on hold and after 5 minutes the call was canceled.

At this point I am very frustrated, upset and disappointed in the Huawei service, I didn't expect to be treated in the manner. I have no idea where my phone is and f they have delivered it to the incorrect address.

I haven't received any communication on the status of my phone or escalation. I was an extremely happy customer before but after this I'll treatment I will not be supporting or recommending this brand to anyone.