| Address: Bangalore, Karnataka, 560043 |
| Website: www.apple.com |
My 15" macbook pro retina had discolored edges (green and white patches) and for alomost 15 days after being bounced from one Apple authorised service center in Bangalore (india) that there is nothing they can do about it because my computer is after warranty. I showed them a link from the apple website that states that all macbooks with display issues can be taken to the authorised service centers and they would essentially fix it. After speaking to Apple (US) on chat, they said that my computer is eligible for repairs and they gave me Apple's contact number here in India. So I called them and they tell me to bring my computer in for a check. I gave them my computer and they told me that there is a definite issue and it needs to be fixed. They took my computer in and called me back a few days later and said they fixed the problem. When i went to pick up the computer, i found that the display problem still persists. I spoke to Apple (US) on chat again and they said it the problem shouldn't be and I should take it back to them again. I called up Apple (India) and they asked me to come in again. I gave them my computer again and they said there are white edges on the screen, but refused to acknowledge that it is a problem by saying it is a common issue with the retinas sold in that time. After many phone calls and emails and poor follow ups on their part, and also keeping my computer for 25 days, they tell me that macbook retinas are expected to have that problem. I have the phone conversations recorded with them admitting that the older models have display issues and that the better option would be to buy a newer model. One of the technicians even told me that it is a resolution issue, but later on admitted it was a AR coating issue which causes LED spillover, which are two very, very different things. When I confronted him about it, he just tried to use some technical jargon to confuse me, but I stood my ground and then he finally admitted it wasn't a resolution issue (I have all this recorded)
So to sum up, the questions I have for apple are:
1. Why would you sell defected computers that claim to have a the ultimate viewing experience (retina) but is worse than the standard computers being sold in the market? If your product claims a superior viewing experience, then would you mind selling a product that gives a superior viewing experience? How would you feel if I paid you in counterfeit notes? You have lied to me about your products and given me an inferior product that doesn't match up to your marketing spiel, which is nothing short of deception.
2. You took my computer in after replicating the issue and then you changed the display. Then you give my computer back with the same problem persisting and say there is nothing wrong with it? You even said you would change the display again if I wanted, but said that the problem is likely to continue because the older models have lower quality displays. Does that make any sense? Why would you fix something that, according to you, works absolutely fine? But you took 25 days to tell me something you apparently knew is a standard issue, but you still changed my display?? And then you got so many engineers and technicians to look at my computer when you claim there is nothing wrong with it?
3. Why did you take 25 days to tell me that the issue I'm facing is a standard issue? Why would so many engineers look at it if there was nothing wrong with it? If it was an expected issue that Apple knew about, it should have been communicated to me quite soon and not 25 days later, and not after changing my display.
4. How did this display defect pass the Quality Assurance program that Apple is so well known for? And how many other people like me are out there and do not know that their display is defective? Or did they know about it and just choose to not publicise it?
5. I use my computer for work, which has caused me to put a hold on a lot of things I was working on. Who will reimburse me for this time that I have lost? I bought this laptop for quicker and sturdier performance, but this service has slowed me down and brought a lot of monetary loss upon me.
After all of this, I got in touch with Apple (US) on chat and they have closed the chapter from their end saying it is a standard issue. In the beginning they admitted this is an abnormal issue, now they say it is a normal issue.
I have copies of the chat transcripts and have also got the phone conversations with the Apple Employees recorded, which provides ample proof of their incompetence, negligence, and trickery. I have been deceived and I want to reach out to someone who can help solve my issue, and at the same time let other people know never to buy an Apple product because they seem like they want to sell an honest product, but you are very likely to face poor after sales service in India. They may have great service in other countries, but the service here in India is absolutely pathetic.
If anyone is reading this, please get in touch with me and I'll provide you with all the proof (chat, phone conversations etc.)
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