Apple India — Iphone 5C

Address: 122018

Website: www.apple.in

Customer ID: 112238 Name: Rupali Tripathi Address: E 1203 park view city 1 sohna road sec 48 Gurgaon Haryana India 122018 Product: iPhone 5C Model: IPHONE 5C, MM, 16GB, WHT Serial Number Of Device: F78MM41XFL01. I had purchased an iphone 5c last year in June 2014. The handset created some software issue in February 2015 and when I had shown it to the Apple service centre at S-114 1st Floor, Sahara Mall, Mehrauli Road, Gurgaon- 122001, Haryana, India, I was told that the handset has an issue and the same will have to be replaced. As a customer, I had no choice but to agree to the change of the device. I am attaching the job sheets for your reference. 3 days back, when again I had a problem in the handset and went to show the same to the same Apple service centre, they told me that there is some software problem, but when I told them there was no software problem as I was able to get call & message alerts on my phone but the same were not displayed on my screen. So, perhaps the screen had a problem. On listening to this and on my insistence, the apple centre executive opened up the handset. He then told me that the handset had a hardware problem and the two internal components are missing in the handset which is the reason for its non-functioning. I am shocked when the service centre refused to accept the handset saying internal components are missing from the set. If internal parts were missing, how was I supposed to know this? If a defective handset was handed over to me in February in exchange of my product that I purchased for Rs. 36, 000, how am I responsible? Was I shown the internal machinery inside a phone at that time describing me various internal components? If NOT, then how was I supposed to check this???? This time I feel cheated as a customer by a brand like APPLE, whom we trust blindly! I am now told that the handset will not even be looked for repair options because of the missing components !!! I am surprised that who is checking whether internal components found missing were even checked when Apple handed me over a new handset in february? I would not even have known if it was mentioned in the job sheet at all? It is even more shocking for me that when a customer can trust the brand blindly, how can the brand allegate the customer of foul play. My justification is that why will I ever steal the internal components (which I don't even know about) from my OWN handset? The executive at Apple service centre has stated in his job report that the handset is damaged with scratches. I am aghast at the rude behaviour of the staff and am attaching the pics of my handset for you to examine how many scratches it has! It is one of my prized possession and has been kept with utmost care. I have begun to question the credibility & integrity of a brand by knowing this shocking theory! The worst part is that whoever I ask now, says that once the job sheet once filled by the apple care executive (in my case it has been filled that the handset is tampered etc. etc.) is treated as a bible by customer care across the globe! But I want to escalate this issue because this is a wrong information and I feel cheated! I have had a hard time locating this email id from one of the franchises of iphone sellers in India. It is again quite astonishing how Apple does not have any grievance escalation email id!