This is regarding my recent case with Huawei. On 15 August 2018, at 9:00am I made a purchase of Huawei Nova 3 (Red) using the RM500 which I have won in conjunction with AirAsia and Huawei. Towards the end of my transaction, I was led to a blank page. Being concerned, I made a call to Huawei customer service hotline and spoken by the staff named Ching. Ching told me clearly that my order was approved and even gave me my order number that the mobile phone will be delivered within 2-3 business days. I also received a confirmation email that my order is being processed and the mobile phone will be delivered under my cousin's name within the time frame mentioned. On the same date, at about 11:00am, I received another automated email from Huawei, informing me that the payment was still pending and as a result, I immediately called to Huawei again and had spoken with the staff by the name of VB. VB then requested me to send the screenshot of my transactions to Huawei mobile team in Malaysia. Having the email sent, hilariously, NO ONE got back to me and as a result, at around 2:00pm, I received a notification email saying that my order was CANCELLED. Feeling devastated, I called to Huawei again at about 3pm and had spoken with Ching for a conversation that is close to 1 hour. After much trouble, Ching finally took the initiative to check with your Finance team and I was told that the RM500 voucher will be refunded to me within the time span of 24-72 hours. This is where the nightmare begins. On 16 August 2018, I received a call from one of Huawei's staff, Chandru informing me that my voucher will be refunded to me in 24 hours. After 24 hours, nothing has taken place and no one made initiative to contact either me or my cousin.To cut the long story short, my cousin and I have made numerous calls to Huawei and no one has bothered to resolve the issue as of to date and the validity of the voucher is ending soon. There is a limited amount of Huawei Nova 3 (Red) that is able to be purchased with the voucher, and no one from Huawei is able to look into this. NO ONE has replied my emails to Huawei, as well. To add salt into the wound, the most horrible experience was with Huawei contact centre manager by the name of Joyous Tan. There were a couple of times that my cousin called (most of the time he called as I am in Singapore while he is in Malaysia) and Joyous informed him that she would call back, however, no callbacks were being returned. The best part was, when my cousin called her at 8:30pm (Huawei's contact centre works until 9pm), she told her staff to inform my cousin she could not attend to his call because she needs to go home at 9pm. Is this how Huawei works? Huawei shuns their customers away when they need help? The call that made me really devastated was, I called Huawei again all the way from Singapore (and I don't think Huawei is going to even compensate the airtime I have paid to call the hotline and no it is not toll-free) on 23 August 2018 at about 3:15pm. The customer service personnel by the name of Vishnu wasted 15 minutes of my time just to put me on hold when I specifically requested to speak with Joyous. After much hassle, and the call was connected to Joyous. When I spoke with her, she said she has escalated to the Headquarters and all she can do is to wait for the Headquarters to respond. She said she does not have any empowerment as a manager to help me. To further aggravate the matter, she sounded defensive over the phone as if I deserve for all these catastrophe, agony and misfortune that Huawei has caused me over your website's defect. Look, Huawei's IT problem is not my problem. When I mentioned writing to the CEO and the media, Joyous Tan's response was: "Go ahead". Brilliant, Huawei, simply brilliant! This how Huawei push their customer to write to higher management instead of working closely to ensure that the matter is resolved timely. I have since emailed both the CEO and management team last Friday (25 August 2018), chatted with a staff via their live chat system today, 27 August 2018 and the staff mentioned that someone will call my cousin, and they have failed to do so, by far.