- Damaged my iPhone XS ^Open

Rishi Gangar filed this complaint against Apple on Oct 27, 2019

Resolution Demanded:
Replaced
Damages

I have an iPhone Xs which had a problem with *D touch. I gave my phone to a service provider named "Servify". They come to your home, pick up the phone, get it serviced and deliver it back. They had mentioned that they are Apple authorized service providers. The guy from servify came and picked up the phone on **th October ****. I got a response from them stating that the LCI strip was triggered, some issue with the right speaker and one more issue was there and I was given a replacement cost of around Rs*****. Also, the guy from the service center sent me a picture of the phone which was opened and it showed the internal LCI strip triggered. On the **th evening, I was given back the phone with a service report of some reference id by servify. Before submitting my device, I had taken a video of the phone which showed that the external LCI strip was not triggered and it was white. But when I got the device back, the same strip was triggered and had turned red. On a diagnostic report done online by apple care, it showed that my phone had no problem with the speakers. On knowing this, I contacted apple customer care and explained to them the issue. But apple told that servify was not on apple's list of authorized providers in the system. So I contacted servify and they told me that they were authorized and they will ask apple to call me back. I contacted apple several times to know if servify was authorized or not. Servify would just say that they are authorized and they will arrange a call from apple. On the **th of October, I got a mail from servify which was dated for the **th of October, and the date of repair requested was " Oct **, ****, **:**:**" and date of device collection was "Oct **, ****, **:**:**." Also, the service mode showed "carry-in" whereas I had handed my phone to a guy from servify. The dates mentioned in the report were different than the actual dates when I had submitted my phone. Even the reference id on this report was different. The report had the same format as the report provided by an authorized service provider, the Apple logo was used and it said authorized service provider. On this servify said that the dates are different because I had asked for the report on that day, whereas I had asked them to send it with my phone itself on the **th of October. Later, on the **nd of October all of a sudden, there was a diagnostic report dated **th of October in the system of authorized service providers. Also, one of the senior agents from apple support told me that servify was one of their authorized providers and gave some reason for that. They started giving excuses for the issues we had. They would ask for ** hrs every time we said we had some problems. One of the guys said he was from apple and told us that the different dates on the delivery report do not matter and there is no issue with that. Since we got a picture of the inside of the phone, we contacted the local authorized service center and asked them whether they open the phone in Mumbai itself or they send it to Bangalore and they said that they would send the phone to Bangalore to open it. On the **th of October, we talked to one of the senior guys from apple support. He kept on giving us excuses for most of our problems. He would say one thing on an issue and a few minutes later give some other reason for the same thing. Also, he would give the opposite reason for whatever the other guys told us on apple support. For example, he said that the online diagnosis done by apple only gives info about the software of the device but apple support said that it gives the hardware info. Then about the delivery report, he told us to contact servify and said he has escalated the issue but did not give us a solution for the same. It felt like he was defending servify with everything. When we asked him why was our phone opened, he said that it is a normal procedure to open it but later we told him that in the service report it showed that the external strip is triggered which means that the warranty is voided and also we did not give them the permission to open the device he told us that servify had asked for special permission to some service team of apple which does not make sense because firstly the warranty had been void and secondly he told us that it was a normal procedure, and when we told him that the phones are sent to Bangalore to open them and this was said by apple support itself, he questioned us to confirm that the devices are sent there. Which meant he did not know that. There are many more issues we had to face for the same. We told him that the service center might have dropped water on the strip, he defended them saying that there is not even one drop present in the area where they do the servicing whereas in another service center I saw a janitor take out a big pile of trash which had Pepsi cans, lays etc inside it.
I hope you get this e-mail and get back to me as apple is cheating with the customers and supporting the service center which is doing wrong and they would just ask for **hrs to come up with new excuses for the issues. My contact info is: mobile number- **********, email-gangarrishi@gmail.com. I have attached the copies of the service reports with different id's and the video showing that the LCI strip of my phone had not triggered before submitting my phone. And my case id with apple support India is-************

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