Severe Complaint

Dear Huawei Customer Care Team,

I am writing to formally lodge a complaint regarding unacceptable and ********* conduct I experienced today at the Huawei Store in Menlyn (South Africa).

I recently purchased a new Huawei phone. Since the purchase, I have been struggling to recover and use WhatsApp on the device. Earlier today, I contacted Huawei Customer Care for assistance and was advised to visit the Huawei Store in Menlyn, where I was informed that I would receive support free of charge.

At the store, I was assisted by a male staff member wearing a Huawei uniform and a ZCC badge. He informed me that there was a “service fee” of R250 to fix my WhatsApp issue. However, he specifically stated that the payment should not be made inside the store and insisted that we go outside so that I could give him the money directly. He even mentioned that he would give me a “discount” if we paid outside the store.

I explained to him that Huawei Customer Care had clearly stated that I would be assisted free of charge, and I showed him the email communication I received from Huawei confirming this. Despite this, the staff member continued to insist on payment and stated that I could give him “anything” because he had helped me.

He installed WhatsApp on my phone in less than five minutes. I find it completely unacceptable that after purchasing a brand-new Huawei device, I am expected to pay a staff member privately for basic functionality, especially under circumstances that strongly suggest improper and dishonest behavior.

This experience has left me extremely disappointed and concerned about the integrity of service at your authorized store. I believe this matter requires urgent investigation, as it reflects poorly on the Huawei brand and raises serious ethical concerns.

I respectfully request:

A formal investigation into this incident and the staff member involved.

Confirmation of Huawei’s official policy regarding in-store technical support and fees.

Assurance that customers will not be subjected to similar experiences in the future.

I look forward to your prompt response and resolution of this matter.

Best Regards, Moshe Galane ***