- Defective product found after opening brand new sealed box Open
I purchased a premium Apple Product: (Apple MacBook Air **-inch Retina Display, *.*GHz Dual-core Intel Core i*, ***GB) – Color: Gold from Ezone- South City Mall, Shop No: B**, ***A, Prince Anwar Shah Road, Kolkata-****** in the evening of **th April( Monday), **** (Poila Baisakh). The product was bought for gifting-purpose.
To my utter astonishment rather a disappointment when the sealed-box was opened in the morning of **st April the **W USB-C Power Adapter was not working at all. Without wasting much time, I directly visited the reseller (Ezone) to apprise the concerned Apple-representative of the same. The specialist confirmed that the adapter was ***% defective. But then the next few points that followed shattered my trust significantly in the after-sales-service of the reseller and hence Apple and really made me question if at all this is something that one can expect from such a coveted brand as Apple and one of it’s authorized reseller.
*. The Apple ground-staff from the reseller stated that his hands are very much tied here and there is not much that he can assist me with apart from asking me to directly visit some Apple Authorized Service Provider (ASP) in the vicinity to raise a case/report.
*. I asked the reseller- POC for a product replacement straight-away to which he stated that box-replacement is possible only within the first ** hours and not beyond that.
Without getting much into the verbal exchange of arguments, I rang up an ASP, in-fact all the ASPs available in Kolkata later on, only to know that the entire process of the specific- adapter replacement will be possible not before *-* working days as the product is not readily available with them and they need to procure it first.
The ASP- POC further mentioned that I can easily get the product replaced within the first */** days window by showing the bill to the concerned shop from where I bought it. He was even surprised to know that being a loyal customer to Apple and after buying such a premium product I was treated this way and blatantly asked by the reseller to visit the ASP for any product related issue whereas it should have been the sole responsibility of the reseller to either replace the product with a brand-new one instantly or take the product to the ASP and thus save me the unnecessary hassle and harassment here spending extra time and money.
What I strongly urge for is:
*. The Reseller should have rather apologized to me for selling me such a Premium-Product which later on turned out to be defective. (be it a USB-C Power Adapter or a Mac, what is more, important is that a brand new box with a defective piece is very frustrating rather unacceptable for any new buyer)
*. The Reseller should have replaced the entire box with a brand new one then and there & tried sending the defective piece to Apple’s Service Centre rather than asking me to take the pain of visiting an ASP, waiting and then getting the job done for no fault of mine.
*. As a customer, I have paid a hefty amount upfront (* lakh+) for buying such a premium product from Apple that was newly launched only a few months ago and now that I found the sealed unit defective, I think I very much deserved a fresh-unit. Apple should compensate me at least with a new unit for causing the awkward embarrassment.
*. I am a **-* working individual, so why should it be my headache to run after Apple ASPs and get the issue sorted out when the product in the brand-new sealed state has very much turned out to be faulty on the first place? On top of that, why should I even wait for *-* days for getting the defective piece corrected when I have already paid the cost incurred in full beforehand?
Being an end-user now I feel like am helplessly stuck and simply hanging like a pendulum in between the reseller and the company (Apple). Whereas, an entire box replacement would have solved the case and saved a lot of time, money and unnecessary harassment.
Am quite saddened to receive, for the very first time, such kind of a pathetic response, approach, support and assistance from a reseller of Apple. Not to mention, it seems that the Apple Customer Care is also least bothered to verify the genuineness of the case and they are not at all apologetic or remorseful.
If such is the laidback attitude, am quite sure that it would very soon start reflecting from other loyal users too in the form of feedback in the days to come. Shooting a mail is my last resort here with the only hope that someone from the top-tier management will understand my grief and address it at the earliest satisfactorily.
Are you brand?
Are you Lawyer?
Apology letter from company
Refund / Credit for purchase
"Thanks a lot for solving my problem, Voxya. I have received my refund from Flipkart."
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