Aptronix - Mobile under warranty damaged while in service

Respected sir/madam,

I have submitted an iPhone SE ****, for a home button defect, on April **rd ****, the fateful day. The device was in mint condition, there were no scratches or dents present on the device anywhere, *** degree. I have been using my device with the utmost care and without even a single tiny scratch.

I have been through a month of inconvenience without the device. I am a medical student and have to attend the online classes and clinics. Without the device for a month, it has been very difficult for me to manage. After a month of lies and incompatible adamant answers from the staff at Aptronix Vijayawada service center, I have decided and visited the store yesterday.

After taking and inspecting the device, I was in desperate loss of words for the condition that it was in. The screen is badly scratched and on the sides it was having a lot of dents, bruises, which were not present at the time of submission of device a month ago. It has been duly mentioned in the signed service record generated at the time of submission. I have asked them about the same and they started arguing among themselves and were blaming themselves over the damage as of whom to be held responsible. I left the store after asking them for a written letter containing service history or providing me with a new device as a replacement compensation. They were unable to do either of that and asked me some time to look into the issue.

Aptronix India, the authorised service provider for Apple, available at my location is clearly neglecting the customers. They have subjected me to a lot of mental agony by giving irresponsible answers and keeping my device for ** days (and counting) with them.

This kind of service from authorised service center is just unacceptable.Until now the issue is not resolved and they are very much adamant towards customers and not responding properly to emails or phone calls even. What is so careless on their part is that they were not willing to give me the service report even. It is the inability and carelessness that they were showing towards customers, by not replying to any phone calls or emails, which is very much bad on their part apart from damaging the product while service. They were quarrelling like street dogs among themselves as of whom to be blamed for the damage incurred while service. Inspite of not being able to provide the service, they have damaged the product while in the warehouse.

I would hence request Voxya to look into the issue and interfere with this as soon as possible and direct them to provide me with a new replacement device as compensation or initiate the steps needed to do so. I can't take the device in that condition or use it after being handled or repaired by someone so many times and it has been badly damaged and scratched on the screen, and dented on the sides. It has been a month already and I am without my device and now it is with them in a very bad condition, this summarises the whole story in short.

Regards
Prasanth.B

Attachments
*) Signed service record (describing no scratches at the time of submission)
*) Recording of staff admitting damage
*) Picture of mobile showing damage