Pathetic Service, Poor turnaround time, Passing the buck

In there defense: My phone was purchased from outside South Africa and is a model not sold in South Africa.

Complaint: I called the Consumer hotline to find out if they would be able to repair my phone (cracked screen) since it was a non-South African model. I was assured by the call centre agent that it would not be a problem, and that I should simply put the correct IMEI number in the form when I logged the device online. I did so, and the phone was subsequently collected on 6 June 2018 via their Collection and Delivery services. I received no feedback on my device until I decided to call in and find out what was taking so long. I eventually got a quote for the repair on 25 June 2018, which I paid within hours. To date (28/8/2018), I have not received my phone, and I do not know if to what extent it has been repaired, if at all. I have had numerous conversation via the Huawei SA Twitter account, I have called the call centre numerous times and have always been given excuses about my device being from China. I have requested for managers to call me many times and have all ways been told that I would be contacted within 24 hours, only to have to call back myself after 3-4 days. On 21 August 2018, I received a call from an agent saying that the decision had been made to offer me a replacement device since they couldn't get a part to repair the device. I said that I was open to this option, but I needed to know what device they could offer, since they obviously would not be able to offer an exact replacement. After days of no feedback in this regard, I took matters into my own hands (24/8/2018) and called the outsourced repair centre (CTDI). The manager was extremely unhelpful, and basically told me there was nothing he could do except send my device back to me and refund me, but he would only act on the instructions of Huawei since the phone was there via them. He had the audacity to suggest he was helpless because my phone was out of warrantee, even though I had already paid for the repair in full. I called the Huawei call centre and asked for the manager to return my call, and was assure that he would do so the same day. He did not. I eventually got hold of the manager in charge of the Huawei call centre by my own efforts; he was equally unhelpful. He attempted to divert blame back to the repair centre. He told me the only thing that he could do was arrange for a refund and to send the device back, but he needed to communicate with the Repair Centre manager first. He confirmed that I was to receive feedback on 27 August 2018, and I am yet to recieve feedback. He made no apology, or attempt to compensate me for my 3 months without my device. These levels of service are unacceptable.