- Deficiency in Service ^Closed

Veeresh RV filed this complaint against iFix India on Apr 07, 2022

Hello Sir,

I have taken a repair service from iFix. I replaced my iPhone ** display with you on **/**/**** (CORP-***). You assured me that it is an original Apple display and that due to technical issues and hardware limitations on your side, there will always be a pop-up in the settings of the iPhone stating it is a non-genuine display. I was okay with this as you are providing a *-year warranty and gave assurance stating it is an original Apple display.

Within a few days, I noticed quality issues, after comparing it with my wife's Apple iPhone ** and other Apple iPhone ** which are intact as there are no display replacements. I found that there is a difference in the brightness level and contrast. The quality was not up to the mark.

On ** March ****, I raised a complaint about this to the iFix BEL road Whatsapp Number - ********** along with the images. As per your warranty T&C, a technician visited my house and replaced the phone display again. Still, there were some issues with it and loose-fitting at the bottom right and left, the same was highlighted to the technician. However, even after display replacement, it was not matching to the brightness level of the Apple iPhone **'s original display, I shared the images on Whatsapp. As I insisted on a display replacement from Apple Authorized service center along with the below, I was told the below:

"Sir will take the initiative to replace it. You shall get the bill and *-year warranty from Apple. Time required is * - * days."

After coming to this conclusion, I informed the executive that, I will get this done in a few days by paying the difference amount of Rs. *,***/- as the display replacement from Apple Authorized service center is Rs. **,***/- as I will not be available in town and the phone is required for daily usage.

Anyway, all the hopes and beliefs were forced to be short-lived owing to the hogwash attempts of your representatives. On ** March ****, there were rainbow color lines on the display and I shared the photos on WhatsApp. Mr. Irfan assured me that, an executive will be sent on the next day by ** PM to replace the display as it falls under warranty. The very same day, Mr. Irfan again confirmed to me over the call that the display will be replaced. After the technician reached the place, I gave him the phone. He replaced the display and sent images to Mr. Irfan of the old display. He told me that, the display is replaced and I will do the rest calibration once Mr. Irfan approves. However, the technician showed me there is a slight crack on the bottom right side from the inside and this is due to external damage.

With a heavy heart, I reached out to Mr. Irfan with the fond hope to find an alternative to the stipulation that I would have to part with my iPhone to get the display replaced. The warranty claim was rejected stating it is due to external damage when there are no signs of physical/liquid damage on the phone. I sent a very clear response to Mr. Irfan stating the warranty claim has to be covered as per the T&C. Also, spoke to Mr. Irfan on call for minutes, no luck!

I fully understand the impediment of Ifix Services to adhering to the terms and conditions. I also believe you will understand that with great economic difficulty I purchased the iPhone for Rs. **,***/-, and also a display replacement for Rs. *,***,

The reason for me to contact you is that I strongly believe Ifix Services is a customer-centric company and really cares for its users.

If you can relate to my situation, I purchased a phone for **k and spent *k on display trusting if something happens within the warranty period you guys are there. Now, when I raised a warranty claim, instead of fixing it, I am being harassed. Is this good?

I have a few questions too:
* If you are selling the original Apple displays as conveyed to me, why there is a difference in quality?
* Why did your executive remove the display and take the picture of some crack which is informed to me? It might have happened while removal, fitting and also there was a slight gap in last replacement of display? I am not blaming the executive, but still, there is a chance as I couldn't see the crack when I clicked the picture and sent it to your executive Mr. Irfan yesterday. It is stated on the Apple website that, the lines on display could have happened due to hardware issues as well for which your executive denied stating they sell Apple Original displays.
* I got my previous display replaced due to the same reasons, there were multiple lines and no damage to the screen and phone. Mr. Irfan told me that it might be due to a Hardware issue, then the same thing has occurred now. Just because, you have to replace it, it seems, you are escaping from your liability.
* You are very well aware that, I cannot get it checked at the Apple Authorized service center now, as they do not look into devices that are repaired at non-Apple authorized service centers. You left me with no option and only harassed me.

I do not want to explain the same thing again and again on phone. Please either, get the display replaced or I will pay the difference amount for the display replacement at the Apple Authorized Service center. Please get back to me over the email.

I sincerely pray to God that you and your family members should never face this. Trust me, this is beyond imagination.

I still rely on Ifix Services and you being in the top mgmt, I am not forcing you to settle my warranty claim or pay me. I am just asking you to please look into this. Primarily, I want the company which I trusted to help me solve the grievance raised internally.

With a strong belief in the mission of customer satisfaction that Ifix Services abides by, I will await your positive response within a day or two as I will require the phone for personal use working intact.

Attached is the WhatsApp chat transcript, Phone display, and repair invoice.

The bill clearly states: DISPLAY REPLACED WITH ONE YEAR WARRANTY, Warranty covers only manufacturing defects and it doesn't include any physical and liquid damages.

A loyal customer,
Veeresh RV
Mob No: ***** *****

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