Case ID - [protected]
Iphone 11 Pro IMEI -[protected]
Iphone serial number - F17CH2VQN6XR
Iphone purchased on 25/8/2020 at Apple Park Cupertino and still under international warranty.
The phone was activated and in use from September 27th until November 10th. On November 10th, issue was noticed where the sim card was not recognized although the phone is unlocked.
November 11th, the phone was submitted to the below Apple authorized service center iCare - Ample AMPLE TECHNOLOGIES PVT LTD located at the below address
Mantri Square, UG 65,
#1 Sampige Road, Malleswaram
Bangalore 560003 India
A job sheet with iCare RAF NO. SMA112591 was provided with the problem being reported as Iw.Sim card is not reading.Signal is not getting and accepted by Manjunath A V.
On November 13th, iCare send an email that parts were ordered for the repair and that the part would reach in 2-3 days. Would be notified when repair was completed.
On November 26th, iCare notified that the phone was received and ready for delivery. The phone was beyond economic repair. Below are the exact words on the report "The customer submitted the device for Sim card is not reading, Signal is not getting. Tried Hard Reset, no go. Restored the device to the latest iOS via iTunes and kept under observation in order to get more clarification about the reported symptoms. Post-Observation manually checked and found same issue persists. Hence, sending the device to the Apple Repair Centre for further diagnosis.Apple Repair Centre updated Unit Returned beyond economically repair."
On December 2nd, issue was escalated to Apple Support with case ID [protected]. The Apple service center claims that this phone had unauthorized modifications performed and this warranty cannot be claimed.
There was no unauthorized repair performed on the phone.
I asked for more details on the same. Apple support directed me to request details from the iCare service center.
Upon asking for details at iCare service center, they direct me back to Apple support to ask for clarification on why a brand new phone is being fraudulently accused of having unauthorized modifications.
Upon checking my apple support activity, I have also been accused of counterfeit suspicion. I have proof of purchase of this exact serial number at apple headquarters in Apple park Cupertino. It is not a counterfeit.
I have not agreed to collect the phone as this is very suspicious of Apple or iCare as they are trying to wriggle away from servicing a phone under warranty.
I request the consumer forum to please address this grievance and help provide justice to a pained and harassed customer.
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