Apple India Private Limited - Defective product which caused damage

This note is regarding the issues I have unfortunately faced with my product from Apple.
Case ID : ************
Product : MacBook Pro **inch M* (*gb RAM / ***gb SSD / Space Grey)
Reseller : Imagine - Apple authorized Reseller & iCare authorized service provider
location : ***/*, ** Feet Rd, Koramangala *th Block, Koramangala, Bengaluru, Karnataka ******
Serial no: FVFHF*YRQ**F
Purchase date : **/**/****
Purchase method : In-store (ordered online by the employee & selected in-store pickup option)
Payment method  : Debit card EMI / ** months tenure 
Sales person : Mr. Nizamuddeen (not sure how it is spelled apologies in advance)
Invoice  by     : Mr. Ajay O
invoice  no     : IMKSL*****

Problem Statement
after purchasing the product on **th of April within a week I had a discomfort looking at the "spacebar". It seemed to be lifted off a bit more than the other keys on the keyboard, as the MacBook Pro M* has a backlit keyboard the light deviation from the space bar specifically was way more exposed towards my eyes and looked really imperfect from the view (attaching an image for the reference of the issue)

reported this to the imagine store on the same day I felt this was a manufacturing defect
I scheduled a call back from the imagine store through the toll free number and through time Mr Ajay from the imagine store koramangala had called me asking the issue I am facing with the product 
Mr Ajay asked me to visit the store ASAP . As I am a working class person I was not able to visit the store on the day. Got the store next day and met Mr Ajay had a light conversation and Mr ajay had to get back with the other customer he was closing the bill and asked another sales person Mr rohit to help me out . As I pointed out the problem Mr Rohit suggested me to compare the Mac book with the other Mac books on the demo table , but as we all know the imagine store was well-illuminated
to represent their products it very good visiblity which really didn't help me because the backlight was not visible on any macbook's there , So eventually Mr rohit assisted me to the service staffs while it was already a few minutes past the service centre's working hours a service person (kiran)
was stepping down the stairs Mr rohit conveyed the issue on a short note. under a jiffy or so the service person (kiran) stated the following : "This is a common deformity on all M* mac's.
As all the demo units were under a spotlight and there was no chance of comparing with a similar or similar category model I was helpless and forced to believe the information passed through an authorized service person.

Problem Statement * 
May of **th ****,
I logged out of my work as usual in between *:**-**:** PM closing the mac letting it to sleep , had dinner and planned to watch a movie and and saw a cracked display .
the moment i saw it i was sure it has been damaged by its own because i live alone and i dont have any pets , with not much shock or surprise because of being well aware this has happened to the early **** M* mac's. Which being the sole reason of not buying it in **** and waited for some units to be availed in the market and accordingly get one. I had asked Mr nizammudeen before billing the product (pre-sales) Which is the year of manufacture ?.
And he confirmed it with "**** manufacturing model sir".
later that night on **th of may **** exactly a month after buying the macbook and was damaged too as mentioned above. I contacted apple support with the ** days of Technical Support coverage and scheduled a call back at *:** AM on the next day
an employee from apple support Mr srijit from the senior technical advisor team 
had a conversation for two hours approximately , he stated that it doesn't cover under warranty looking at the pictures they have uploaded under requested areas 
I explained the situation to him briefly and addressing the issue he wanted me don't is it an authorized service center and run the tests check if it is covered under warranty.
As it was Sunday the service center was closed and I had to wait for another day which made the ink filled in the retina display to spread slowly.

I visited the service center on Monday and explained the issue to a staff ,
she took the mac to run the tests to check the mac , a few minutes later a technician (vijay E)
came out of the testing and repair area and approached me and stated the following 
" the internal display has cracked which is a physical damage and so makes the warranty void as it is considered to be an accidental damage "
I asked Mr vijay to spot the initial point of impact on the display which he did point out below the camera where the cracks disperse into multiple cracks way down to the bottom of the display 
i asked if this was stated after running the impact point test done by apple ? 
And Mr vijay confirmed it is a, following up I asked if Mr viijay was sure about it ? and he confirmed on that too. later on i asked for a cleaning cloth and slowly wiped the top of the screen and pointed out the initial impact point was above the camera right below the aluminium chasis, in contact with the silicon based border which is used to protect the display/screen from being in contact with the keyboard and trackpad .

Mr vijay was amazed after pointing that out , and coudln't answer the question which followed m statement that was , "doesnt this mean the test done by apple and the authorized service provider done resulted not only a false but a fake report ?"
later he explained that this could have happened due to very tiny little particles on the keyboard or trackpad which caused the pressure for the display to break.
on the same note I asked him to point out the external point of impact on the screen which is cop a feel of physically and Mr vijay was not able to point out that as well.
Mr Vijay concluded on :
 Your issue is valid sir , and he wasn't able to identify the initial impact point and what ever you represented here was valid but there are certain limitations from our end to provide a suitable solution 
so the best we can do is escalate the issue tot he technical team 
Mr vijay and i had a discussion about the m* macbook's
the topic was if there are magnets inside the m* macbooks
he said NO and i repeatedly took his confirmation he kept on saying NO
and asked him what If i say there are magnets/magnet inside this mac ?
he told me he" has been working on macbooks for a long time and never got to see a magnet "
which shocked me for sure because the apple website states that their products contain REE (rare earth elements ) REM (rare earth magnets) and a magnet is located on the exact point of the crack that has developed 


Which proves that , 
No water damage
No external point of impact was identified 
False report on the internal point of impact (because of no point of impact the result was false)
No external (body/chasis) impact of which was resulted in the test 
Service technician doesn't know about the company's products with clarity and in specific cases caused to mislead and misinform me about the components of a product , Where as instead of accepting he doesnt know or stating something  addressing he is not not sure about it , The technician stayed affirmative and confirmed on his false statement which i proved by presenting the facts written in the apple official website.
which concludes this was not an ACCIDENTAL DAMAGE  and this was a MANUFACTURING DEFECT 
Which is covered under the * year limited warranty provided by apple.
The service center then technician still denied my repair under warranty as they informed their limitation is to run the tests and give a report and if the customer is not satisfied then to escalate the issue to the technical team.
Leaving the service center and walking out of the imagine store. the light by the front end of the store was shut off as it was closing time for the imagine store, Luckily that was where the demo M* macs were placed and we got a chance for a quick comparison on which the results aw struck me 
(attaching the images showing the spacebar backlit keyboard issue later reported with the other m* macs on desk)
which clearly shows * among the * m* macs displayed on the desk has the similar issue of the backlit spacebar issue  (the number * referred here is excluding my macbook)
which proves that :
the information about my product and it's issue with the backlight exposure from the space bar being lifted of is not a common defect on every M* macbook's and when raised a Query I was misinformed by the service team through the sales team staying positive on the statement made by the service team
(attaching the video recordings with audio representing the employees of iCare authorized service center audio and video recordings, transcripts can be used as evidence as per Section **B of The Indian Evidence Act ****)
 The following week I had called the service center to check on the case 
and was informed the same display crack which voids the warranty , stating my issue again the technical/service person made sure a technician would be getting connected to me regarding this under * hour and I haven't received a call till date from that part of the service team.

After getting in touch with the apple support technical advisor , 
he requested me to get to the concerned team (legal/counsellor)
who will be available at the Apple India Pvt Ltd office in Ub city concord tower **th floor 
where the basic needs and wants were denied , and was false informed the office timings would be for **-*pm i visited the office at *:** pm on **th may **** and faced a lot of mental and unprofessional behavior from apple India pvt ltd staff Mr chetan which I wish to discuss over a call with the right POC
I was asked by the head of security that why was I in the office and reportedly said I was not given any medium to contact the legal team here and the only option was to send a legal notice from my legal team which i insisted on choosing because of the delay in response and delay in action i would be facing and seek if there is any way of finding a solution for my problem through a replacement or refund. I would really appreciate a call from the concerned team to give me a final answer and clarity with an acceptable solution on the matter before considering the legal proceedings 

Thank you ,
Hopefully ,
Mohammed Nerzil 
contact no : **********