Apple India — Denied service for faulty iphone in warranty

Address:	560066
Website:	apple.com

Case ID - IO[protected]

Case details

My phone is faulty with multi touch issues and my phone is under warranty.
I have visited IPlanet in Inorbit Mall, Whitefield, India to get the fault checked.
Store manager told me that phone had dents which is not covered in under warranty. I have challenged it saying that its wear & tear scratches not dents.
When I challenged, they took the phone and pics of scratches on my phone and informed me that they will get back to me.
Alternatively, i also uploaded my phone pictures on apple servi ce website as asked by the customer care representative. It has been 20 days since then that they have not responded to the pictures that i have uploaded. I did not get any job sheet as well.
Customer Service person Kalpana Triwari called me to informed me same what store manager had mentioned that it is not covered under warranty. This is lame excuse to deny the service to make wear and tear scratches to make it as dent to void my warranty.When i challenged that its not dent, Kalpana said she will check with technical team and show me pics. It has been 20 days since my complaint and i'm without phone with no response from apple.
When i called customer service to follow up.I get to hear the same story again. This is very bad customer service which is not expected from brand Apple.
I'm writing with extreme disappointment that customer from apple are treated and Iplanet is making all kinds of excuses to deny the service and warranty. My phone never had a fall and if its genuine dent on the phone, i would have never made to apple but they claiming scratches as dent is blatant lie. My screen in intact and no physical damage. Apple warranty policy only mentioned about physical damage not wear&tear scratches.Iplanet is trying to make excuses by saying scratches as dent only to deny the service.I request you to please look into my complaint seriously and resolve the matter.