Refuses to take accountability for devices.

I sent my device, a Huawei P9 lite, in for repairs on the 22nd of June via FNB’s couriers. After a week of waiting, I heard no responses from their agents and eventually found an agent named Tirelo that assisted me to the best of his abilities. I would hear from Tirelo weekly on a status update after contacting him to find out what is happening and each time the answer remained of the same nature – no clear update. Unfortunately, Tirelo was not being assisted and he was unable to provide me with answers other than telling me that Huawei has not assessed my device and they are not in agreement with FNB about who will repair my device as it is FNB’s warranty, but out of Huawei’s warranty.

Tirelo’s senior even went to FNB personally to raise my device’s status and they gave ‘good feedback’ but it seems that it was just lip service to keep an unsatisfied customer at bay as they never got further than just vague feedback about what is happening and not committing to a final resolution.

Every time I would phone Tirelo at Digital Planet to ask what his feedback has been, he will tell me that he has not been provided with a clear answer and although I have been very patient with him, I have now had enough of this and I want FNB and Huawei and Digital Planet to just make a decision about my device’s status and for FNB and Huawei to stop sending my device back and forth and not really doing anything about my device.

It does not take a whole month to assess a device and to come to an agreement about repairs. I am seriously angry at both FNB and Huawei and will never buy ANY Huawei device ever again or any devices through FNB.

Today, I got in touch with Tirelo at Digital Planet to ask what the status is from FNB and Huawei, and I was informed that they do not have any update for me as they are busy with stock take. I am now assuming that neither FNB, nor Huawei want to address this issue and are coming up with petty excuses.

Seems like all FNB and Huawei is capable of doing, is giving vague answers and not accepting accountability.