Apple 16 - I am writing this complaint to formally report the distressing experience I have undergone as a cust

I am writing this complaint to formally report the distressing experience I have undergone as a customer of Apple and Aptronix. What should have been a smooth and premium service journey has instead become an exhausting cycle of repeated failures, unclear communication, financial loss, and emotional strain. My intention with this complaint is not only to seek resolution for myself but also to highlight the severe lapses in accountability that a customer should never have to face, especially from a brand of Apple’s reputation and its authorized partner, Aptronix.

I purchased an iPhone ** in July ****, with the trust that Apple products are reliable and that any issue, if it were ever to arise, would be handled with professionalism. However, in November ****, the phone suddenly stopped charging, began draining rapidly, and eventually shut down completely. I submitted the device to Aptronix on **th November ****. After more than a week, I was informed that the motherboard and cameras were replaced due to internal faults, yet no clear explanation or root cause analysis was provided. Despite such major component replacements, the phone failed again within ** hours of receiving it back. It drained to zero, refused to charge, and became completely dead once more.

This forced me to submit the phone for a second time, and it has now remained with the service center for several days with no clear update, no committed timeline, and no evidence of a reliable solution being worked on. Even after repeated emails, calls, and sharing attachments already requested, I continued to receive generic template responses instructing me to “visit the service center,” despite my phone already being in their custody. The lack of attention to detail and the absence of meaningful communication reflects poorly on both Aptronix and Apple’s after-sales service standards.

The Consumer Protection Act, **** defines such situations as a defective product (Section *(**)) and a deficiency in service (Section *(**)). When a device fails repeatedly even after major repairs, the Act provides the consumer the right to seek replacement under Section **(*). Additionally, the Consumer Protection (E-Commerce) Rules, **** require complaints to be acknowledged within ** hours and resolved within ** days—timelines that have not been respected. Beyond the legal aspects, one incident occurred while I was travelling in Delhi during a safety-sensitive situation, leaving me unreachable. This compromised my safety and caused distress to my family, further violating my right to safety and right to be informed.

Apart from the emotional stress, the financial burden placed on me by the service center is unacceptable. At Aptronix’s recommendation, I purchased two chargers costing ₹*,*** each, spending ₹*,*** in total—only to confirm that they did not resolve the charging issue. I also installed screen guards twice at ₹*,*** each, both of which the service center removed during submission, causing an additional ₹*,*** loss. In total, I have incurred ₹**,*** in avoidable expenses due to advice from Aptronix staff that lead nowhere. At no point has Apple or Aptronix acknowledged or compensated for these losses.

As a content creator, performer, and a professional whose livelihood depends on my phone, the repeated failure of this device and the prolonged time without it have severely disrupted my work. My phone is not just a gadget—it is my equipment, my communication tool, my workspace, and my medium of artistic expression. The stress this situation has caused is beyond technical inconvenience; it has been mentally, physically, and financially draining.

After two major failures, an unclear repair history, absence of transparency, unnecessary financial burden, and continuous delays, it is evident that this device is fundamentally unreliable. Continuing to repair the same defective unit is neither practical nor safe. A replacement is not only justified—it is the only ethical and lawful course of action at this stage.

Through this complaint, I request Apple and Aptronix to take full accountability for the defective device sold to me and the poor service that followed. I urge you to replace my iPhone ** with a new, sealed unit at the earliest and to acknowledge the financial losses I have incurred due to misleading troubleshooting guidance. I also request a formal written acknowledgment of this complaint within ** hours and a clear timeline for resolution, in accordance with consumer protection laws.

I hope this matter is treated with the seriousness it deserves. My experience stands as an example of how premium brands lose trust when service quality does not match product reputation. I sincerely expect Apple and Aptronix to take corrective action and restore that trust.