I purchased the Apple iPhone-13 mini model 2months back directly from the Apple Online store at very expensive rates ( INR 69900 ) and gifted it to my father on his 61st Birthday, Within the 2months of the period the phone is completely dead now as per the report received from the Service center.
I visited and requested Service center for replacement or for a refund however Service center told me that they are not authorized to take the decision for replacement or refund only M/s. Apple India Pvt. Ltd. can take decision, hence I contacted the OEM.and I submitted the defective phone to service center.
However the experience with the Apple Service executive is very bad, Every time I call on the call center number new executive come into the picture and says he or she will take the ownership for this case and will connect with me further and gives the commitment to call me back, however no one calls me and every time I need to contact them.They have system that they provide some link where we can put only message from where we nigher receive any reply or no one calls you.it seems its only one side communication which increases frustration.Also Apple company have no Escalation Matrix from where one can reach to their next levels, only call center executive are handling your cases.
Service center and Apple have informed me that per the Apple's warranty policies they are ready for repairing the device, not ready to do the replacement or refund.
Hence, After such a bad experience I logged the complaint in the National Consumer helpline for getting support towards getting the replacement of the device or complete refund.Grievance Number: 3774980
Since I logged the complaint in NCH someone from Apple company connected to me as a customer relationship executive after about 5-7 days.But unfortunately she was not having any information with her about my ongoing issue and once again she said she required one more day to investigate with the service center and she will call me back.Surprising she was not even having idea from where I purchased this phone.
Before receiving call from the customer relationship executive I had informed to the service center with the written email regarding not to repair the device, if they want to diagnose the root cause of the failure they can send that phone to Apple Repair Centre situated in Bangalore and they can share me the report of failure, but for the repaired device i didn't expressed my approval anywhere.
Customer relationship executive once again called me and informed me that service center had summited the device to the Apple repair center for repairing purpose only.
Also she said that 'I have given approval for repairing to the service center, If I would have requested for replacement or refund to Apple before submitting the device to Apple repair center they could arrange my call with Apple Sales team'
With this kind o[censored]nprofessional approach, I am totally frustrated and feeling helpless.
Hence, I request you to please involve in this case and help me to get the replacement / complete refund against this defective iphone, to give penalty to the Apple India Pvt.Ltd. and to give me some compensation for wasting my valuable time adding to my frustration which affected my anxiety and mental health.
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