RAF No: FIC355855
Service Centre: Imagine (Authorised service centre, Forum Mall, Koramangala, Bangalore
Warranty Coverage: Yes
Issue faced: Touch sensitivity concern near the network bar.
Condition when reported: Perfectly working with only the above issue.
Apple user since: 2015
Name of representative: Mr. Chandan- Until 9-Jun-22/ Mr. Lokesh - 10-Jun-22
Below is the chronological list of incidents that has lead to this disappointment:
06-Jun-22 @ 2-3 PM IST
-I took my phone to the service centre to report the issue of touch sensitivity with my phone.
- Phone was inspected and taken for service stating 'Your phone is under warranty and we will have to replace your screen, so please submit your phone and collect it at 7 PM closing time today. However, since it's half a day, we might not be able to complete it so better if you visit us tomorrow morning and your work will be 100% done.'
- No spare phone was given on request as they said we do not give for 1 day repair, agreed and phone was submitted. Informed that I will get an email with my receipt as acknowledgement.
07-Jun-22 @ 11 AM IST
- As informed by Chandan, 'phone screen is replaced but there is an issue with their diagnostic tool, we are working with Apple to resolve. Cannot handover your phone without diagnostic, please collect by end of day'- I reported no access to email so please give a hardcopy of receipt.- Hard Copy of receipt handed over. However the RAF# was generated on 7-Jun-22 (After requesting hardcopy).- Spare phone was requested but for my 128 GB phone only the 64 GB Iphone XR was offered and informed that my data backup of 67 GB will not be installed.- Hence, I denied the spare phone offer and I was promised my phone will be made available by EOD.
07-Jun-22 @ 7PM IST
- I Called Apple care, but still my phone was not ready.
08-Jun-22 @ 2 PM IST
-I visited the store. Chandan informed 'still diagnostic app is not working. Stay assured your phone is ready and will call and inform you to collect max by tomorrow.'
09-Jun-22
- No phone call received from the service centre.- I called apple care, they were not able to connect to the service centre. - No call back received.
10-Jun-22 @ 2.30 PM
- Visited the store and to my surprise was informed that my phone is not repairable now.- They claimed ' it has liquid damage and is not covered under warranty.'- They claimed my phone screen was not replaced yet and cannot be because the liquid damage is high and only option is to buy a new phone.- On insisting they offered to give me my phone in dead condition (Without display working).- On escalating to Lokesh's reporting manager (Claimed Uday) over phone, it was requested for a day's time to get things sorted.
Now today, they are denying giving my phone back in the given condition and telling me to buy a new phone or take the dead phone.
I request your team to please investigate this matter and kindly help me with my repaired phone back.
My phone was kept for 4 days and then this issue was reported. In between I was lied saying the phone is ready but diagnostic app is not working. Suddenly after 4 days I am being said there is liquid damage.
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