Bests & Worsts Reviews from Amazon

First, let me say that this phone is great. I have been a longtime Samsung user, switched and I do not regret the switch, but the Huawei customer service has been less than stellar. Within a month of receiving my device, the included wall charger stopped working. It wasn't a huge emergency as the device also comes with a SHORT USB charging cable. The wall charger has its own warranty which is good for 12 months. I emailed Huawei USA customer support to find out what needed to be done to do a warranty replacement. The response instructed me to call their support number and they could take care of it. To my surprise, when I called I did not have to wait more than 1 minutes on hold. That was the best thing about the entire conversation. I got an agent and explained the situation. She specifically asked if the device was still charging with the included USB cable - yes. After that question she proceeded to tell me that the only way to do a warranty replacement was to send in my ENTIRE DEVICE, so their company could verify that the cable (and not the phone) was faulty - obviously if it is still charging with the other included cable it is fine. Once that was verified, they would return my device and a warranty replaced charger to me. That entire transaction was supposed to take up to 2 weeks. Really? She then went on to say that most people don't want to be without their phone, so they don't do the warranty replacement and just buy a new charger out of pocket (what a profitable business model). In my opinion that is a very poor business model. I spent $600 on a phone and have a reasonable expectation of quality. If quality is a problem I expect customer service to address the issue (particularly when the item is under warranty and less than 30 days old) with as little inconvenience to me as possible. I thoroughly read the warranty (which is published on the Huawei website) and it does not state anywhere that the ENTIRE DEVICE needs to be remitted in order to do a warranty claim on the charger (which is probably amounts to a $3 part). I will likely NOT purchase anything from this company in the future as a result of the poor customer service.