VERY DISAPPOINTED!!!!!! BAD SERVICE! SIES HUAWEI

I bought a Huawei P40 lite at Foschini Cleary park on the 30th January 2021, the consultant told me I have 100 days screen insurance. I've reported that my phone fell and the screen cracked, I've send in the documents required from me, on the 31March 2021. They send me an email back saying, I must confirm my address for collection. I've been waiting, calling, still today my phone has never been collected. The guy at the customer service told me there is a "backlog" that was on the 9 April 2021. What type of service is this? why do they make promises that they can't keep? I payed R6500 for the phone & trusted Huawei to give me service. "Backlog" for how long? Very disappointed, it's seems to me the quality of their phones is just as bad a their customer service MXM.