Apple India — macbook pro - display screen

Address:

400101

Dear sir (Mr. Tim and mr. Coulomb)

I would like to let you know how i am cheated by apple support and technical team (Ms. Naghma).

I bought a macbook pro (13 inch, 2017, 2 tbt3) laptop, due to educational obligations of my 16 year old daughter. I purchased a warranty for two years ending 20 august 2020. From aptrinox service center (Copy attached)

The laptop display suddenly went off on march 19th 2019. Hence we took the laptop to aptrinox service center (Apples service centre at borivali, mumbai) for repair on march 20th. The person known as mr. Narayan from the service centre attended us and ran a diagnosis test. He informed us that the root cause of the issue was a cable issue. The job number bor[protected] was created by him. They also informed me that since the laptop had a very miniscule dent on left side of the laptop, they wanted me to talk to apple support and technical team to avail the warranty. They shared the applex support contact number[protected]. Ms. Naghma from apple support team received my call and she logged the issue with a case #[protected]. She informed me that they will contact the aptrinox service center and update me on march 21st. Her assistant called me on march 21 evening to inform that ms. Naghma was on leave and that they may contact me on march 22nd / 23rd. Meanwhile i spoke to the aptrinox service centre to understand the status of my job/issue. Mr. Nishant and narayan (From aptrinox service center) informed me that they have responded back to apple support team that the root cause of the issue is cable and not dent. They also informed me that they have sent the pictures of the screen and laptop along with diagnosis result to apple service. Further, they re-confirmed that it was the cable issue which led to the dysfunctioning of the display

March 23rd i received a call from ms. Naghma rejecting my request to replace the display by just saying that because the laptop had a minor dent they will not accept my issue under warranty. I pleaded her to check the diagnosis result and evaluate the information shared by aptrinox service center and understand the root cause but she outright rejected my claim.

My daughter has made me buy the apple 5, 6s, 7, 8plus, 2 apple ipads and 2 apple laptop todate and her belief is very strong in the apple products. She uses it for all her school work and for her entertainment as well. Though i often found it outrageously expensive for the teenager, my wife has been supporting her in procuring these expensive gadgets. We had planned to gift her apple watch on her next achievement, since she loves your products, but now i have second thoughts about it if this matter is not handled appropriately.

I am quite disappointed to find that ms naghma has just brushed away my case holding on the word dent. On the job sheet (Point 2 of the job sheet, attached) its clearly mentioned that any major dent automatically negates the warranty, which i can totally agree with but a real miniscule dent and the one that’s not even responsible for the problem faced cannot be used to penalize us.in good stead we took a 2 year warranty but which would have no meaning if this miniscule dent is going to be held against us for any of our concerns.

My daughter has been your loyal customer and has been hopeful that you will be helpful but if we are be fooled in the name of this really small dent and not even refunded the warranty money i would really feel cheated out rightly and ensure that my money is spent next time for products from the company that really care about their customers.

I would request you to kindly investigate my genuine case in details and do the right thing. My daughter is in class 10 and most of her study material is on that lap top. She requires her mac in order to do her coursework and assessments for her diploma. Her board exams are about a month away and she feels helpless and so do i.

Kindly understand while i want to help my kid the costs that i will face for repairing this laptop are not valid and fair on me.

Please make sure that warranty is to help your customers in situations exactly like the one i am facing and not just a sham. I am hopeful that you will be honest in your promises and help us out by doing what is really the right thing to do.

Further, today (March 30) we again visited aptrinox service center. Mr. Nishant and mr, narayan reconfirm us the cable issue. Also they connect me to mr. Lokesh kumar (Their manager) based out of hyderabad. Mr. Logesh has confirmed me that he will be escalating this matter with apple customer care. Also based on his instruction, mr. Narayan took the video of the laptop to show that the issue is not the minor dent but the cable issue. Further, i have also taken picture at aptrinox service center that shows mr. Narayan is working on the the laptop at the angle approximate 45 degree and the laptop is working fine. As you move the screen, the display disappears, which confirms that its cable issue and not dent. I have attached the picture for your reference.

Thanks for reading and taking the prompt action.

I have attached below the mail providing my case number. Further if you need any information pls feel free to contact me.