Pathetic service

I am absolutely disgusted and disapppointed with the lack of respect and empathy that a huge company like Huawei offered me.

My phone screen had cracked and it is on contract, only 2 months old.

1. There is an online vip chat on their site. I logged into it and got a hold of a lady. I asked, do Huawei phones get a free screen change? She asked for my EMEI number i think it is. I gave it to her. She said yes, the P10 does come with one. I said no, i have a P10 lite. So what is the process. She did not correct me and say no the lite does not come with one, neither did she inform me that a quote ill be sent to me. If she had, i would not of continued the convo. She went on to ask me to log the call with services who will arrange for a courier to pick the phone up. Which i immediately did.

2. 5 days had passed, the courier did not call me. So i went back onto the online chat, spoke to a guy Thandiswe and explained what happened. He took my imei number and checked. He said his sorry for the delay and will push the courier to call me. He also, did not mention i will be charged.

3. The next day, the courier fetched the phone at no cost to me still. 14 days had passed, i did not heard from the courrier or Huawei. So I followed up on the online chat and spoke to Antonio. He said its under review and he will push for feedback.

4. 2 days later, I received a quote for the amount of R1200 that i needed to pay before they fixed the phone. To which i rep**** stating my points as mentioned above and that i will not pay due to them not informing me and their negligence. A team leader then called me, she admitted that she went through the ladies chats that initially spoke to me and she agrees that she did not mention costs or correct me. so she said she is escalating to her manager. which she did.

5. five days passed and i heard nothing so i sent screaming emails. To which there was a fight on email and they refused to send me the evidence were i accepted the costs or the original chat from the lady who asked me to log the call for a courier.

21 days later, they sent the phone back to me untouched with no courtesy of anything. which is acceptable. as they initially handled this all wrong.

PATHETIC CUSTOMER CARE!