Poor after sales service

I bought a new Huawei cell phone about a month ago. No one told me how fragile the phone's screen is. No one suggested a phone cover or something that would safeguard the screen. Cell C did offer me insurance, which I declined, because I do look after my possessions well and rarely suffer damage. All consumers need to be warned to insure the cell's screen. The screen is not covered under the guarantee and breaks easily.

I mentioned this to a manager yesterday at Huawei and he went on for long about it depends on the angle of impact. I was really annoyed by this, as no one can determine the angle of impact in an accident. It is actually - an accident! I feel this kind of reasoning is misleading and the company is not being transparent. Also consumers should be informed of the risk of the screen cracking, so that they can make an informed choice as to which phone they purchase.

Last Sunday the phone accidentally fell off my lap and the screen cracked. The phone still works perfectly, the screen is just cracked.

I took the phone in to be repaired at Huawei in Melrose Arch. The shop is hard to find, the parking is dark and you pay R 10 for parking. I was told to pay R 170 at Huawei when they accepted the phone. I did ask for a estimate to fix the screen and was told about R 1000. I receive a written quotation of R 1192.30.

I am instructed to pay R 769.80 before the repair will begin. I was not told yesterday that I would have to pay for the screen upfront before repairs will begin. I tried to pay, only to find that I cannot make the payment, because the banking app is on the phone being repaired. For a company that is technological, is that not short-sighted? I phoned again. Now I am instructed to come and pay cash before the repair will proceed. Then I can fetch my phone the next day. That means I would have traveled to Huawei three times.

I think this is really bad service. The terms and conditions are all one-sided in favour of Huawei.