| Address: 560001 |
| Website: apple.com |
I had purchased an iPhone 5S, Silver, IMEI [protected] from Style Shop, Andheri (W), Mumbai vide Invoice No. 28128 dtd 13/09/16 of Rs 21, 000/- .
The phone since the day one had charging issues. It would take a lot of time to charge. From friends and relatives (as it was the first time we were purchasing an iPhone) we came to know that iPhones do take time to charge and hence we did not bother much. As the days passed sometime around the September end I had a problem with the home button. The finger print function would not work. We tried several ways and means like re-formatting, re-setting the security functions and even updating the phone. All of these could not resolve our issue. Since my child's exam was coming up I staggered my visit to the service centre. Finally I made a visit to the service centre on 27/11/16. My phone was prelimnary examined and inspected and I was informed that it had some hardware problem and hence it has to be sent to Bangalore where the problem would be rectified and if not it will be replaced. I was also asked to take the back up of the phone before submitting. I took the back up and submitted the phone on 28/11/16 at Reliance Retail Limited, Shop No. LGF 21, Lower Ground Floor, Infiniti II Mall, Malad (W), Mumbai - 400065. I received a job sheet no. 65 for my submission. I was also informed that it would take 8-10 days to get my phone back.
On 9/11/16, I enquired and visited the service centre where I was shocked to know that the phone was not rectified as they found out that there is some corrosion in the inside of the phone which is due to liquid damage which is not covered under warranty and hence not rectified. I informed them that it is new phone and was handled with great care and also assured them that the phone was not at all exposed to any liquid by me. (which fell on deaf ears of the technician). My phone was returned back. I escalated the matter to the Apple customer care[protected], where Ms Bhavika Mahajan heard me out. She also suggested me to make a con call to the technician so that she can thrash out the matter. Unfortunately the person at the service centre refused to transfer my call to the technician and responded that he will in turn arrange for a call back in 10 mins (which never happened). Ms Bhavika concluded my call by giving me a case no.[protected]. During the day I tried once again to arrange for a con call but could not succeed. I finally escalated the matter to a senior advisor extension no. [protected]. I narrated him the entire episode and he also suggested for a con call (which failed). He assured me that he will try to connect with the service centre and get back in 48 hrs.
After 48 hrs, when I did not get any response I tried calling the senior advisor. When I couldnt, I tried calling the customer care, narrated the entire episode again and then was guided to another senior advisor with extension no. [protected]. He understood my problem and asked for 10 mins to get back with a resolution. I waited for one and half hour and called back. This time I was attended by another officer and guided to another senior advisor Bhupesh Nath extension no. [protected], email ID : [protected]@apple.com. Out o[censored]tter desperation and frustration I asked him whether they really have a resolution for my matter or are they just dilly dallying it. To which he responded that the phone is having a liquid damage and it is not covered under warranty.
Please understand that I can vouch that there has been no instance where my phone was exposed to any liquid which could have caused the corrosion. As a customer I also demanded an explanation that what is the gauranttee that the phone did not have any corrosion before my purchase (as the phone has mfg date of June 2016). As a customer I want to check all the details with regardsto my device model's manufacturing (BMR), whether all its quality control parameters were duly checked as per the company's quality policy, product release in compliance with the specification. The company cannot simply blame me based on assumption.
Based on the above I request to rectify the problem in my phone or refund the amount spent by me on the purchase of a faulty device.
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