| Address: | Bangalore, Karnataka |
Raf no. Fic1239048 product : ipad air 2 wifi, cellular
It is with a great disappointment that i am writing this complaint, considering apple is always known for the quality of after sales service (But you never know until you experience it).
I recently visited the icare center at forum mall, bengaluru, karnataka, india. As my ipad’s screen was flickering and i was not able to install any app, which started happening immediately after ios 10.3.1 update. I was attended by ms. Varsha prabhu at the center [on 17 april 2017], i explained the problem to her and told her that it’s a software update related issue and you guys should be able to fix it by reinstalling the software again. She said, she would look into it, brushing aside my concerns (In all possibility not even listening to me) and blatantly telling me it must be a hardware related issue. The process cost me 1000 rupees (Still wondering what for they charged me, as they did not even do any diagnostic test until i told them during the second visit).
Now after 3 days [on 19 april 2017 ], and to my surprise, i receive an email from the service center with a repair quotation for approximately 26, 000 rupees. I started to wonder, why i need to replace the ipad for a software update related issue, so i decided to visit the folks at the service center.
I do not remember the name of the person who attended me the second time [ 21 april 2017], however, he said that it’s a hardware related issue and the ipad needs to be replaced (Which i refused to accept). So i told him, show me the report for hardware diagnostic that you ran and tell me which component is broken. To my surprise he said, we don’t run and don’t have any hardware diagnostic tools and told me “how can i make you understand as if i am some stupid bloke who does not know how a computer operates.”
After almost 45 minutes of wait and to my utter disappointment, mr. Manjunath and mr. Praveen met me, told me one was the manager and other was a senior technician. I asked them, does it make sense to replace the ipad for software related issue. As technician cannot find any issue with the hardware diagnostic (Thankfully this person at least knew that there is something called hardware diagnostic), so i asked him to fix the firmware or ios version or probe what the issue is and fix it. Now both of them were adamant that it’s a hardware issue (I asked him how is it possible??? The hardware diagnostic is not showing any error). Well after that i decided not to discuss any further with them as they were not willing to understand the root cause of the issue and seemed extremely disinterested in taking any initiative.
Now, i went to the service center, as i did not have time to look into the issue with ipad. However, left with no choice, i looked into apple forums and found the solution to my problem.
1) screen flicker, button and sensor not working — just reset the ipad to factory setting and it worked
2) not able to install apps — the apple id was out of sync with itunes store. Fixed it myself
The ipad is working perfectly all right now.
Now, this brings the bigger question here, what kind of incompetent people have you recruited or are working at this service center who could not fix these simple issues, which i could do under 20 min by looking at the internet!!!. Seriously guys, what a rip-off. (Quotation for 26 k, for a perfectly fine ipad)
Imagine the plight of a person, who does not understand troubleshooting, these people will just take him for a ride and rip him off by overcharging for things that are not even broken.
Folks at apple are you ok with all this. Because this would be a sad commentary in and off itself, i don’t care about 1k i paid for the service. But what bothers me the most is, how can your technician not even troubleshoot minor software glitches and seriously it’s the worst customer service i ever had. Not something you expect from apple.
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