No feedback - Not buying Huawei again.

Good day,

I would like to give an official complaint w.r.t my device I got on contract from Vodacom.

It started two weeks with my phone's (Huawei P30) started acting up. The screen started going purple which looked like ink on the display. I did drop my phone and broke the display about 2 months ago, which was fixed and which I was grateful for.But this time as per my statement, as far as I know I didn't damage the screen. I started with the issues by itself. There is no physical damage to the phone and its screen.

I contacted Huawei and the collected my phone. After hearing nothing after 4 days I sent my first mail. I was then asked if I received my quote, I rep**** no, I didn't receive a quote, and as far as I am aware this had to be fixed under warranty...I was then told an escalation manager would contact me before COB on 2019/11/21. I was only contacted the Saturday, the 23rd, after another mail I ad to send. Johnny told me that he will get back to me and that he will make sure someone contacts me and provide me with updates.

At the same time, I got an email from Devon I got a repair nr, and that my phone is being repaired. Repair nr: RN***.

I then thought ok all is well. I then followed up on Tuesday after not getting any feedback. I was then advised I will get a quote. This was me the 3rd time following up. I then received a quote for R2500 to fix my phone. I then rejected the quote as per my statement below:

"Hi all,

From the quote it's stated that the screen is cracked. There is not a single crack on the screen. As stated in my report, as far as my knowledge the phone wasn't dropped. The issue started the evening where there was n purple mark on the screen, and when I woke up the next morning more than half of the screen was was purple as if ink was spilt below the glass.No other marks or scratches are visible on the phone.

Also, the screen was replaced 3 months ago, which was my fault in all honesty and clear damage was visible. Since then I took every precaution not get it damaged.

It was also stated to me on Saturday morning after my numerous attempts to get feedback, I was notified my phone was busy being repaired with a repair number. Two days later I am being notified I will get a quote.Not sure how that works.

Please advise what other alternative I have w.r.t to repairing my screen. With all due respect I am not willing to pay R2500 for a screen that had no visible damage and I cannot recall that I did damage it. I am aware that there is a cost involved with any kind of repair, and I am willing to pay a R1000.

Awaiting your feedback.

Kind Regards,"

After this mail I received no feedback. I was willing to negotiate if I just received some positive feedback. I then had to follow up AGAIN. I then requested for my phone to be returned to me, without being repaired as my above request was just flat-out ignored....Even this is an issue. This was then escalated...AGAIN. But still nothing has been done. No one has contacted me to get my phone returned. How hard is it to get a broken phone back to a customer? I have now been without a phone for 2 weeks. This absolutely ridiculous.

I will never buy a Huawei product ever again. Coming from a brand loyal Samsung user, I was optimistic about your service and your product especially after you repaired my screen the first time, which was also not without issues at first as I was said to pay, but your website said 1 free scren repair, so this was also an issue at first which I initially had to show Hauwei they are making false statements, but nonetheless . But after the last 2 weeks, I can in all honesty say I was shown otherwise. I will be returning my brand loyalty to Samsung.

*Update, I followed up yesterday after more emails, and I was contacted and was told that I would get a call back in 20 mins as feedback will be requested from the repair center. I am still waiting for a call back. Not sure how hard it is, to organize a courier and collect my phone.

Please advise urgently as this has now been going for almost 3 weeks.

Kind Regards,