Reliance Digital — Sold damaged product now refusing to replace

Address:

Ambience Mall, Gurugram

Dear Sir/Ma'am,

This is to bring to your notice an extremely painful experience that I am going through concerning the Reliance Digital store in Ambience Gurgaon.
On 07.02.2021, I purchased an Iphone 11 worth ₹58528 from the store in Ambience Gurgaon. After 5 days o[censored]sing it, I received a video call and realised that my voice is not going through. Everything was fine when I am communicating through a normal call. But when the call went on the speakerphone, the mic was not working and my voice was not going through. In the 4 days that I used it, I did not have to use the speakerphone so this problem went undetected.

On 15.02.2021, I went back to the store stating this problem and to get the device replaced as the problem was from the time o[censored]nboxing, it was only detected 4 days later. The employees at the store refused to replace the phone immediately but assured me that if I take it to the apple service center and the diagnosis reveals any hardware problem, the device will be replaced.

I went to the Reliance resQ authorised service provider where the phone was diagnosed which revealed that there is some hardware problem with the mic. I collected the report and took it back to the store. I was then introduced to the manager, who refused to acknowledge the report. He tells me that he has no authority to replace the phone. He tells me that, and I quote, "if I could replace your phone, I would have replaced all the phones that I put on display" Those phones are on display for months! I had purchased this phone just days back!

He tells me that "apple" has a policy that we can only replace the phone if the customer brings the Iphone back within 48 hours. He goes on to show me the policy which actually said that the seller has to report to the manufacturer about a faulty device within 48hours of the customer bringing it to the store. I pointed this out to him and he still refused to offer any help. The manager is unaware of the policies himself and is trying to misguide the customers as well! He told me I have no authority to help you and that you must go to the apple service center.

We then went to another service center who told us that since the device is on limited warranty, there is not much that they can do here and that the device will be sent to Bangalore for further inquiry. As a last resort, I had to submit the phone.

On 20.02.2021, I got a call that the service center in Bangalore has diagnosed that the phone has "internal damage" and "unauthorised modifications" because of which the phone is out of warranty and unrepairable. They say that the phone will be replaced and that I will have to pay the amount of a new phone again!

There is no liquid damage on the phone and there is no external damage on the phone! I was sold a damaged phone by your store and now the store is refusing to help me out as well!

Since then, I have been in multiple conversations with the senior members from the apple service center, they have issued me a Case ID. They informed me that since the damage was from before unboxing, the seller is liable to replace the product and then the seller can stay in touch with the manufacturer for further proceedings from the backend.
Case ID:[protected]

I have had a word with reliance digital support also, the reference no is [protected].

I hope you understand my case and give me the required support. I hope you understand that even after purchasing a ₹60000 phone from your store, I have been without a phone for the past 7-8 days and I am being asked to pay another ₹60000 for no fault of mine whatsoever! I am reiterating that I only had the phone for 5 days and I only used the bottom mic on the 5th day, when the problem finally got detected. Kindlt render the required help so that I can get the device replaced.
I am attaching the relevant documents, including the bill for your reference.