I currently own an iphone 6 64gb space gray in color which recently gave me some issues and this was taken up with the authorized service centre in India in concurrence with the Customer Care but I felt cheated and my trust towards Apple stands lowered. Let me give you the gist of the case:
Case No: 987266499
Issue : Top right part of the display is popped out a little and feels like button when pressed.
My email address: [email protected]
Contact No: 9867797328 / 9769397328
Device Serial No: C38NXNTQG5MR
Service Centre: PCSS Solutions, Goregaon (W), Mumbai .
If you can check number of devices I own using me email address, you will find a huge list. I own Apple iphones, Ipods, Ipad.
The details of the case are as under:
1) I called up the Customer care on Saturday Morning (14th November, 2015) and informed about the issue and they guided me to the service centre for resolution.
2) I visited the Service centre same day morning around 10.30AM and had a discussion with the representative there who did his basic checks for water damage and other stuff and ran some disgnosis on the phone and submitted the device for replacement and provided me with a jobsheet numbered GG1411154610 and told me that the replaced device would be made available by Wednesday or Thursday at the maximum. I was feeling glad.
3) On Tuesday evening (17th November, 2015), I called them up just for a normal status check up and they say that they have declined the replacement as they found internal modifications (internal screws missing) in the phone. My question here is : Why did it take them 3 days to check this and not when I was present at the centre. Why was I not informed about this unless I called them up.
4) I immediately called up the customer care and informed them about the same where Mr. Ishan was on the call with me and the service centre and the answers provided by the service centre were vague and not clear and same can be confirmed by hearing the calls.
5) He asks his senior Reshma Konderi to intervene in the case and she takes it up from there and asks for a day time to look into the matter.
6) Next day, she tells me that the display is a third party and not original as the serial number of the display does not match with the product. I would like to know here, Apple is sealed device and we are never told about what parts are inside and as a layman who will I know what I am supposed to have and what is actually inside the device. This answer was unacceptable to me and Reshma told she would take it up with the engineering team.
7) Yesterday, 18th November, 2015, I asked Resham if I can collect my device and keep using it till the issue is resolved as I cant stay without a phone in today’s world. She said yes, you can do that but since I was in office I asked a friend of mine to get it collected from the service centre and he did it around 4.30 PM in the evening.
8) At night, when I collected the device from my friend, I was shocked to see a black patch on the display which never existed when I submitted my device. I immediately emailed the screenshot of the same to Reshma and asked her to contact me first thing in the morning.
9) Today, November 19th, 2015 she called me up and I told her I would visit the service centre at 10.30 AM and if she could call me that time so she can talk to the service centre. She called me up when I was at the service centre and discussed about the black spot with Mr. Dezmond there and Mr. Dezmond told that a third party display if opened and refitted will leave such marks. My question here: Why should I accept a damaged phone which got damaged when in the custody of the service centre. Why should they not be made liable for this.
10) Further to this, I asked Reshma to make me talk to her senior and she got hyper and stated that she is the most senior advisor to talk to here and no one above her can discuss this case. I want to know, is Apple only hiring Senior Advisor as the highest level of employee in India.
11) Also, rather than answering my queries, she wanted me to forcefully accept whatever was being told by Service Centre. Why should I accept anything that is claimed by a service centre which is just an authorized service centre and not an official apple store.
My points to the whole case:
1) Why did not service centre tell me that they are doubting my intentions on the phone and will check first then confirm.
2) Why did it take them 3 days to do so, they have all the authority to open the phone in front of customer which they did not do.
3) Why did they damage the phone further when in their custody and why cant they be made liable for this damage.
4) Why is Reshma forcing me to accept all claims made by service centre.
5) What is the guarantee that the service centre did not tamper my phone in my absence.
6) I would like to see the photos of the phone and the video when my phone was opened to understand what they did to my phone.
7) I would like a strict action to be taken against the service centre in this regards.
8) I also asked Reshma to provide me the postal address of the company where I can serve a legal notice following which we can pursue the case in the court of law for service deficiency. Rather, than providing this details she wants me to accept the claims of service centre and wait for an update from some engineering team in Singapore.
I would look forward to a reply in this regards and would like my phone to be atleast in the condition it was when I submitted it.
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