Bad service

Good afternoon

I bought a Huawei P40 Lite as a surprise for my wife. I wanted her to switch from the usual Samsang. With it i received  a Hauwei Care 100 days screen protection policy. I went and put on a gel protector on the screen. A week after that, the phone accidentally fell and landed on the side. There was a crack on the screen. 

I handed the phone in at Hauwei Canal walk, South Africa, and forwarded all documentation to Hauwei customer care. The phone is now with them for +/-18 days, with no feedback on whether the phone will be repaired under the policy or not. My wife still critisize the product, just because the service received from Hauwei is so poor (my rating: -10).  Both my sons and myself are using the Hauwei cell phones, but it seems like, now that i am experiencing bad customer servise (after service), i also think of getting new devices for my whole family. 

I do not know if this is the right platform to lodge this complaint.