| Address: 500034 |
| Website: www.Apple.com/india |
Case id:[protected]
Hello,
This mail is regarding the issue i have been facing with my macbook pro which is still under warranty and did not get any solution from more than 1 month (38 days over).
Service center and customer care, have been just giving me new date to wait everyday and they are blaming each other and not giving me any solution. The following details are from the proof of email record i have. Other than that i have been contacting more people than the ones mentioned below. I have just been asked for more days, but they have not solved my problem!
Note: service center has taken all my job sheets. Only recent one is with me
I am writing the timeline of my problem/harassment below.
16th may 2017
Contacted apple custome care
Advisor: archana
Case id:[protected]
Issue: vertical lines appearing on screen when switched on to retina mode.
Tried every solution possible from home and after following advice of customer care but all solutions failed. Then she advised me to go to aptronix banjara hills.
Went to aptronix and was told by the technician to take the back up and come back. Issue will be resolved easily.
19 june:
Contacted customer care. Again. Told them i will be visiting aptronix on 25th june.
25th june:
Laptop submitted to aptronix. On 30th june, i got a message to come and collect the device. Service center reinstalled the os. When i went, problem still continued. They asked 2 more days.
3th july:
Came back for the device. Checked the device. Problem did not occur that time. Next day same problem occured. Also new scratches appeared on the laptop screen. Laptop was mishandled by service center. Then i contacted customer care: case id:[protected].
4th july:
Submitted the device again as suggested by the service center and customer care. Service center replaced the mother board.
6th july:
I sent screenshots and job sheet image to apple as told by customer care.
7th july:
Contacted customer care, given details: roselyn[protected], dial 9108 extention: 8950245
10th july:
Contacted customer care for updates. Given new senior team details: saroj[protected], dial 9108 extention: 8950258
Got a call from customer care asking for more time. Suddenly got a message from service center right after that call to come and collect the device. Then customer care said that the message was sent by default and the mac is still not ready.
14th july:
Contacted customer chat for updates. New details given: shawn
Also contacted a senior team person from apple us but he also asked for more time.
16th july:
Mailed apple customer support.
Got reply from macky.
19th july:
Asked status to her. She replied.
Had a conversation via email. Asking what is the solution, did not get any justified answer.
23rd july
Asked for status. Macky said she needs more days to find out.
In the process the cycle count of my battery also increased drastically from 45 to 94. I told them that this is not fair and that because of them my laptop cycle count increased so much. So service center replaced the battery and display as well. I was told to wait for few days. They told that by 26th i would get the laptop.
24th july:
Asked for updates. So i was told to wait for more days.
25th july:
Parts placed. Waiting for more days.
26th july:
Went to collect my laptop after calling and confirming if the problem is solved. They told me yes.. Come and collect your device.
4th time after so many days when i went they again told that the problem is not solved and they need more time. They also spoke to customer care and told that after replacing all the parts, they don't have any other option. They were not able to solve the problem and tried all they could. They had already told the customer care people earlier but i was not informed about this.
27th july:
I mailed macky (Customer support) and asked why didn't they inform me that the service center had already given up on the device, i did not get any response.
Then she responded late, saying that she is on rest and that other colleague of her is handling the case.
In between also i tried contacting and also spoke to customer care people. Did nkt ger any useful reply.
1st august:
Again contacted customer care, given details of new senior team person: arshiya[protected], dial 9108 extention: 8950641
She again asked for more days. She also made a conference call with mahesh of service center and asked him that did this issue occur in other models? Mahesh said that it occured in 2-3 models. To this she tried to genralize it saying that it is a normal issue and her attitude seemed as if she just wanted me to take the case back and not provide the solution.
At night i got a call form a senior manager asking me about it. When i told him all he said was he cannot comment on the above statement and he just asked for more days.
All i am saying is that after troubling me so much regarding this, when will i get a solution? I want a refund/replacement. It is high time now. After wasting 38 days and hampering my work, i don't want your lies and fake promises..! I just want a replacement!!! I have had enough of customer care not responding properly to delaying it so much..!
Below are few copys of mails exchanged.
On sat, 29 jul 2017 at 10:56, tier2macky
Wrote:
Hi shrusti,
Thank you for your email. I do apologize for the delay reply, its my rest days during thurs/fri which i attached on my last email to you. I have checked the case a colleague of mine is handling the case. I tried contacting apple authorized service provider however i did not receive any answer. I have email mahesh and will check again back the case. Have a nice day!
Thanks & regards,
Macky
Apple
On jul 27, 2017, at 9:38 pm, shrusti shah wrote:
Why aren't you replying now???
On thursday, 27 july 2017 6:45 pm, shrusti shah wrote:
Hello...! I want a reply! Why is my problem stll not solved???
On thursday, 27 july 2017 6:44 pm, shrusti shah wrote:
Such bad service...! When the problem is occurring so many times, and this is the 5th time, why can't you replace my product? Why are you troubling a customer so badly???
On thursday, 27 july 2017 6:39 pm, shrusti shah wrote:
When the technician had already mentioned to you that the lines are still appearing, why is the issue still not solved???
Why did'nt you take any action or inform me? I am in the service centre right now and the lines are still appearing.
Are you joking with me? More than 1 month is over, and still the same problem! The technician is saying that even after replacing all the parts, it is still appearing.
Why can't you solve my issue???
On wednesday, 26 july 2017 5:44 pm, tier2macky wrote:
Hi shrusti,
That is the same number i have been calling to reach the technician who’s handling your macbook. Its their line. If you want to do a follow up you need to call them and request to talk to manesh. That is one way for you to confirm the status of you macbook.
Thanks!
Macky
Apple
On jul 26, 2017, at 8:06 pm, shrusti shah wrote:
And what number is this?
If you want to do the follow up please do call the aasp for further notice.
On wednesday, 26 july 2017 5:31 pm, shrusti shah wrote:
But he said that by wednesday i would get my laptop and that is today.
When will he contact me? I don't even have his number.
I am not able to contact him either!
On wednesday, 26 july 2017 4:09 pm, tier2macky wrote:
Hi shrusti,
I don’t know if you have received my email yesterday i have spoken to manesh yesterday. He said: he will contact you once the repair is done if the device is ready for pick up. If you want to do the follow up please do call the aasp for further notice.
Thanks & regards,
Macky
Apple
On jul 26, 2017, at 6:29 pm, shrusti shah wrote:
It is already wednesday today! How much long?
On tuesday, 25 july 2017 1:22 pm, tier2macky wrote:
Hi shrusti,
I have spoke with manesh today. He said your repair is in progress. The parts just arrived today. He will email you once the repair is done if the device is ready for pick up.
Thanks & regards,
Macky
Apple
On jul 25, 2017, at 3:30 pm, shrusti shah wrote:
*25th of last month
On tuesday, 25 july 2017 1:00 pm, shrusti shah wrote:
Okay the last i will wait till is wednesday but not longer than that. And do note that, today is 25th july and this issue was brought to the service centre by me, on 25th. (Even tough i had the problem from much before and was co-ordinating with customer care regarding this.)
Exactly 1 month is over! I hope that after keeping my laptop for 1 month, you people are able to solve the problem!
Even after requesting so much i did not get a unit replacement, so i expect that the service atleast is up to the mark for the 4th time that i will be collecting!
On monday, 24 july 2017 3:37 pm, tier2macky wrote:
Hi shrusti,
Thank you for your response. Let me correct that, i called you on thursday, start of the count is after i have called you so that will be friday. Wednesday will be the 4th business day. Saturday/sunday is not considered as business days.
Thanks!
Regards,
Macky
Apple
On jul 24, 2017, at 5:34 pm, shrusti shah wrote:
Okay and 4 working days are over right? I called on thursday i guess. Correct me if i am wrong.
Thursday friday saturday and monday is over.
So let me know the status.
On monday, 24 july 2017 11:28 am, tier2macky wrote:
Hi shrusti,
Thank you for your email. I just got back from work. I thought we gained agreement that the technician will do a follow up with you at 4 working days?
Thanks!
Regards,
Macky
Apple
on jul 23, 2017, at 3:57 am, shrusti shah wrote:
please update me with the status of my laptop
—
on wed, 19/7/17, shrusti shah wrote:
subject: re: your apple case :[protected]
to: "macky gorgonio"
date: wednesday, 19 july, 2017, 6:18 am
hello,
finally they just picked up my call right now. I asked them
why they are not picking up the call of customer
care. Please
call them again and ask them the
'justification'. Please
don't delay this. Thanks
on wednesday, 19 july
2017 11:30 am, shrusti shah
wrote:
even
i tried more that 10 times. They are not picking up my call
as well. So what is the solution??? Who
am i suppose to ask? I need a device to work on!
on wednesday, 19 july
2017 11:14 am, macky gorgonio
wrote:
hi shrusti,
i
have been calling the store 4 times but i was not able to
speak with someone. The message is either the line is busy
or they will request for us to stay on the line then will
cut off. I cannot provide any justification for this without
talking to the store. I also tried to ring you but the line
is busy.
thanks! Macky
apple
on
jul 19, 2017, at 11:35 am, shrusti shah
wrote:
it's
like i am not clear as to who should complain to whom? All i
want is a solution. I cannot afford to waste so much time on
this. If they are not responding, what do i do so they
respond? I only have their local number. Right now it is
9:05 am here. The service center opens at 11.
—
on wed, 19/7/17, macky
gorgonio
wrote:
subject: re: your apple
case :[protected]
to: "shrusti shah"
date: wednesday, 19
july, 2017, 3:32 am
hi shrusti,
we are trying to call the store but
no one is
picking up
the call. Even the other product specialist is
trying to ring the store
as well but no luck. We are doing
all we can to help you. However
without any justification
we don’t have any way to provide
you options. Its been 3
days we’ve been trying to contact
them.
thanks
macky
apple
on jul 19, 2017, at 11:29 am, shrusti shah
wrote:
no i
don't
have any number presently. I have already provided
the number that i had.
it's not my fault right if they
are not responding. What do i do? Why
am i stuck in the
middle?
—
on wed, 19/7/17, macky gorgonio
wrote:
subject:
re: your apple case :
[protected]
to:
"shrusti shah"
date: wednesday, 19 july,
2017, 3:20 am
hi shrusti,
i had been trying to
contact aptronix but
no
one is
answering. Its been 3
days since i have tried to
reach them. I am doing everything to help
you with
your
concern. If the store
cannot
provide me any status of you
mac
i will not know what
options we can provide to it. I
have called the store today but i did not
get any
response.
did they provide you
any direct
contact where we can speak
to the tech who is
handling your mac?
thanks & regards,
macky
apple
on jul 19, 2017, at 9:41
am, shrusti shah
wrote:
already
25
days
are over and this issue
did not solve.
—
on
wed, 19/7/17, shrusti shah
wrote:
subject:
re: your
apple case :
[protected]
to:
[protected]@yahoo.co.in,
"tier2macky"
date: wednesday, 19 july,
2017, 1:35
am
when
will i get
my
laptop? It's high
time
now. Please
give me a
new one or refund me the amount.
this
issue has really frustrated me
a lot.
why
am i not getting a
right solution to
this issue?
the service center has also
added up to my
problem as,
when i got back the laptop
after
the 2nd time, it had new
scratches on screen and
also the
cycle
count of
battery was drastically
increased. They are
not able to solve my vertical lines
problem
also. This is
the 4th time this
is happening and my
laptop is still with
the service center. Even after
submitting
my lapto so many
times, no prompt
action from
apple! Very very bad service.
my
laptop is still with the service
center. When is this
issue going to
solve?
—
on
sun, 16/7/17, tier2macky
wrote:
subject: your apple case :
[protected]
to: [protected]@yahoo.co.in
date: sunday, 16
july, 2017, 8:34
am
hi
sristhi,
thanks for
contacting apple. If
you
would
like
me to contact you about
your case,
please
reply
to this email without
changing the
subject
line, stating
when it
would be a
good time to reach
you
within my
work
hours. I work on saturday
- wednesday
10:30 am - 7:00
pm
india standard
time. Should
you need
support outside
these
hours, feel free
to
contact
us
on your
local applecare
number as shown in the below
link
and
provide your case
number to the
advisor
answering the
call.
https://support.apple.com/en-au/HT201232
regards,
macky
apple
Nice chatting with you.
Here's the transcript of your chat with apple support:
Friday, jul 14, 2017 05:14 pm
Duration 30 minutes 43 seconds
Shawn
Thanks for contacting apple support. My name is shawn. Please give me a moment to look over your information.
Shawn
Hello shrusti, how can i help you today?
[protected]@yahoo.co.in
My case number is[protected]
Shawn
Ok thanks for that. Let me look that up for you.
[protected]@yahoo.co.in
Okay
Shawn
Ok i see that you were in contact with arshiya. Bout the issues with your screen. Is that right?
Shawn
About issues with the screen*
[protected]@yahoo.co.in
Yes i was with her... And before that 3 other people from senior team. The thing is that i don't have any hope if the issue will get resolved or not
[protected]@yahoo.co.in
There are vertical lines that have been occurring for a very long time in my laptop. As soon as it occurred, i informed the customer care and service centre regarding it. Even after submitting my laptop to service centre thrice, the issue has not been till now. And also in the process, my cycle count of battery has drastically increased. Also new scratches appeared on the screen. Very bad service provided by apple. Even after so many attempts, the fourth time also, they are not able to resolve my problem. This was least expected from such a big brand name. I am very dissapointed. Waste of money. After paying so much, for macbook pro, this what i deserve?? I want a replacement. I have wasted so much time on this. It is already 20 days since this issue is not solving and laptop is still not
Shawn
Ok thanks for that. And you did take the machine to the service center and they couldn’t help you?
[protected]@yahoo.co.in
*with me
[protected]@yahoo.co.in
Yes please read the above message
[protected]@yahoo.co.in
This is the imag
[protected]@yahoo.co.in
*image
Shawn
Ok i did read the message. So at this point what is the senior team asking you to do?
[protected]@yahoo.co.in
Before giving to service centre my cycle count was around 45-50 and after giving to service centre, it became this much. This screenshot is taken before giving it again to the service centre
Shawn
Ok so it added 40 to your cycle count when you took it into the service center?
[protected]@yahoo.co.in
Yes
[protected]@yahoo.co.in
Approx... That much or more
Shawn
Ok so looking over the notes this is being escalated to a manager that is higher then the senior that you were speaking with earlier today.
Shawn
In these cases it has to be sorted through the senior support team in that region. So the local phone support is best suited to escalate and resolve this issue.
[protected]@yahoo.co.in
I just don't want this issue to keep occuring again!
[protected]@yahoo.co.in
And looking at the history of service provided by apple
[protected]@yahoo.co.in
That trust for the brand is no more there
Shawn
I understand and i do apologize that this has happened. Well i understand, that swell. But you have to let the senior that you have ben speaking with escalate this.
[protected]@yahoo.co.in
Because it has happened so many times why can't i just get a replacement?
Shawn
It is not an easy thing to get a macbook replaced in india because apple has no stores or mail in service in india.
Shawn
They do have a call setup for you on the 17th.
[protected]@yahoo.co.in
But apple should understand that it is high time and this issue is literally harassing the customer and taking so much time!
[protected]@yahoo.co.in
Without my laptop, i am facing so many problems!
Shawn
I understand that to. But again it is a process in order to get a new machine to you if that is what the manager can do.
[protected]@yahoo.co.in
So isn't it high time that this process should be followed.
[protected]@yahoo.co.in
In warranty i am facing so many issues
[protected]@yahoo.co.in
When warranty gets over, i'll have to pay so much to get the issue again?
[protected]@yahoo.co.in
And because it is occurring so many times... Definitely the laptop is defective!
Shawn
As far as i can see that they have a priority on it. Keep in mind it is friday evening and a manager won’t be there until monday. So they have a call back for you on monday.
[protected]@yahoo.co.in
Okay..! I want to discuss about this with whichever manager posible..
Shawn
Ok and they understand that which is why they have the call setup for monday.
[protected]@yahoo.co.in
And what about mishandling of laptop? Like suddenly scratches appeared on my screen after i gave it to the service centre
[protected]@yahoo.co.in
And cycle count?
Shawn
Well i see that they have all of that notated as well. So the manager will see all of it when they go over your case before they call you back.
[protected]@yahoo.co.in
Okay
Shawn
So let them call you on monday and see what their solution is.
Shawn
Are you still there?
Shawn
I haven’t heard from you in a while. Do you still need help?
Shawn
Since i haven’t heard from you in a while, i’m going to end our chat. If you still need help, please chat us back.
Sincerely,
Apple support
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