Apple India — Charging for repair under warranty

Address:

Mumbai City, Maharashtra, 400055

I kept my iphone (5s 16 gb) on charging in the night and went to sleep. When I woke up in the morning, I saw white stripes on the display and touch screen was not working. I submitted the phone to Apple Mumbai local service centre (PCSS Solutions Pvt Ltd) where the team said that this is a pressure damage case but could not provide me any evidence to prove that this is actually pressure damage. Mumbai local service centre team then forwarded the phone to Bangalore repair centre and as per my telephonic conversation with Ms. Archana / Mr. Adnan from Bangalore senior support team, they said that this is not a pressure damage case and hence the phone needs to be replaced. However, since there are minor cosmetic scratches on the phone rim, they won’t cover this in warranty and I need to pay charges for replacing the phone. The minor scratches on the phone rim are usual which comes during normal usage of the phone. The team could not prove that the phone's display stopped working due to a physical damage. Also, the mumbai local service centre said that if I need the faulty phone back I need to pay Rs.3, 500 as a penalty. The mumbai local service centre did not provide any evidence of their inspection that this is a pressure damage / physical damage case. The support team is declining to cover this issue under warranty on the ground that there are minor scratches on the phone rim which does not sounds reasonable.