Apple India Private Limited - Apple not providing replacement for phone
It all started when I decided to buy an iPhone 5s(space grey color) last year on 12th November. I bought it from Flipkart from a trusted seller W.S Retailer. The phone worked absolutely fine until one day while I was jogging in the park while on the phone, I was bit sweaty and when I realized that I was sweating I disconnected the phone and wiped my phone as it had some sweat on it. After I reached home I realized that there was a rainbow colored spot on the right side of the screen, the spot was not very big however it was annoying. This incident happened in April, to be precise 12th April. I visited the service center in Swargate (Pune) and they straight away rejected it, stating it was a physical damage cause by water. The guy from service center asked me to contact Apple care on and talk to them. I explained to them everything what had happened and they were not ready to accept the fact that it was sweat, they kept on telling me that the phone has been dropped in water. I questioned them again and again that, "It is a phone and how can it not resist sweat, obviously I am going to place it on my ear and if it cannot resist the sweat, what’s the point in buying this expensive phone?". All what I got in response was, "Sir, it is a physical damage and we cannot help you", I asked them todo a forensic to prove that it was sweat (as they were not ready to accept that an iPhone cannot resist sweat), I really got angry and went home after one and half hour debate on the phone. Few days later I got a call from Apple and they informed that they are considering the case and marking an "EXCEPTION", and asked me to visit another service center in Pune and get it replaced from there. I visited the Erandawne service center, after an hour's investigation, they accepted it and asked me to come after 8 days to get the phone. It literally took almost 10days for them to get the phone replaced (not sure what took them 10 days just to give me another phone, could have got the phone literally repaired in that much time). Anyways I was happy with the replacement phone, gave them 10/10 ratings for the service and was endorsing the brand as the service that they gave was really good. Now the real story begins: - I got the replacement phone in around last week of April. It was working fine until I got the iOS 10 update in first week of October. I got the device upgraded, it was fine till mid-October, however after the further update i.e. 10.1.1 my phone started rebooting automatically. I ignored it at first thinking it might be a minor problem, however on 6th November the screen turned blue for some time and eventually turned off. I tried hard restarting it several times but it did not turn on. I kept trying for couple of days and finally it turned on after two days. Since then turning off automatically started occurring very frequently. I was out of station so could not take the phone to service center immediately but I did make it to the service center (9th November) before warranty got void (13th November). The technician checked the phone and said that it happened because iOs was incorrectly installed. He re-installed the iOs and assured that it will not happen again. I happily took the phone with me thinking my phone is fine. To my surprise the phone turned off again on 14th November and would not turn on unless hard reset (holding the power button + home button) multiple times. I took the phone to the same service center on 18th November. The technician checked and said he does not know what went wrong and advised to take phone to the other service center(Swargate) as the service center was undergoing renovation. The phone was taken there on the same day only to know that it’s a hardware issue and the phone has to be replaced again and I was asked to pay the same cost that I paid initially while buying the phone, I was again asked to call the Apple care and check with them. I called the apple care and I had to explain the entire story to the executive on the phone, spent around 45-50mins and they said that the phone was out of warranty and there was nothing that could be done, I requested on escalating the issue and asked to transfer the call to senior executive, the senior executive took the phone and again I had to spend time explaining the entire issue. After I explained everything the Tech asked me to get the phone to service center on Monday (28th November) and promised me that if there is no physical damage on the phone they would get it replaced. As told by them I went to the service center on Monday and the service center investigated, took images and approved of the fact that there was no physical damage. The senior executive called me and said, you can go home, get the phone back on Thursday to the same service center and it would be replaced free of cost. I received a call on Thursday and the executive said that we are sorry but the phone cannot be replaced as we have marked an "Exception" already (were talking about the previous replacement). I was busy with office work and could not speak with them properly. So when I was home I called them, I had to explain the same story to another representative spending another 20mins and after that he said I would be transferring the call to the Senior Consultant, now the senior consultant wanted me to explain everything to him which I did (spending another 20-25 mins). He informed me that the phone cannot be replaced cause it is out of warranty, I told him that I had been to the service center when the phone was "IN WARRANTY" and they detected it as a software problem, where was I at fault? I informed them that the service center has pictures of the phone, they could not find any physical damage and I was promised that I would get the replacement because you detected that it happened after the iOs upgrade. On which the rep said he could not do anything and that would be the final resolution, "The phone is out of warranty and cannot be replaced". I disconnected the call as it got into my nerves. Again the same evening I received a call from apple and the person acted as if she was really sorry and said that she would escalate this to higher management and would call me back. After that day i did not get call for a week, so to check the status I called them with the case number, they informed me that the case had been closed and they were unable to reach me on my phone (trust me I never got a call). By now I was really pissed and I asked them to give me a record of "Time and Date" when I had called them along with how many hours I had spent on phone, to that they replied: - There is nothing we can help you with and we cannot provide you the details. The amount of mental torture that I have got from this incident is something which cannot be explained in words. I work in IT and it is really hard to takeout time for such things. It’s not about the money but it’s about the fake promises and how the big brands are fooling us! -
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