- Faulty iPhone XS Open
Dear Apple, Thank you for giving me a faulty product, making me run to your service center(Coimbatore, India) back and forth for the past * months(almost), switch mobile devices and lose data. I seriously can't thank you enough for the amazing, plausible service experience.
I regret purchasing iPhone XS spending *Lakh INR. The device frequently drops and runs out signal. And let me brief you my experience with Planet Care's unworthy support for past months.
Problem - Phone suddenly drops out of signal and goes to no service. Wifi doesn't get connected and airdrop is a joke.
*st Visit- Planet care tested product internally and accepted the fault and sent to Bangalore for service. Bangalore centre rejected the existence of issue and sent back without fixing anything. Problem continued to exist. So, the local team reinstalled OS and said the device works fine.
*nd Visit - Issue continued and submitted phone again in a month's gap. Centre accepted the issue this time and told that the Display module containing the receptors has to be fixed. Changed the Display module and sent back the mobile. However issue continued even after collecting the device.
*rd Visit - Service centre requested us to record videos whenever the signal drops out. Such a pathetic service, where we are asked to collect proofs. Yes, the engineers don’t spend time to collect the diagnostic information or test the device. So, we recorded videos of the phone. We recorded * videos all together, whenever the signal drops out. We also recorded another video where wifi gets connected in Macbook but not in the iphone. We collected all this information and went for our next visit.
*th visit- Submitted all the proofs and fought crazily with the team requesting replacement., All these days we wanted only a corrected product, but now that the team is unable to fix the problem, we want a replacement. Its been almost * weeks now. Still no update from the team.
Every time we visit, Planet care and apple engineers dodge our complain by saying its software issue, asks us to update – So we update.
Says OS installation issue – So PlanetCare reinstalls OS.
Says Network Problem – So tried using another network and changed sim card. Please note the Sim works perfectly in fine in any other phone except this iphone xs.
Now Apple Engineer asks us to install iOS **- to fix the issue. Apple has not claimed that the new version has fix for theses issues. And after update if issues persist, they ask us top meet them. We said no and want a replacement because we can’t keep running to the service centre frequently and we can’t keep doing the testing for them. Planet care staffs updated OS and recorded videos and collected the so-called evidence. And We are waiting for Apple Engineer to accept the product is faulty and replace it.
This phone has stayed more time in Service centre more than in my hands.
Really do Planet care and apple engineers think that we customers are fool and is it good to keep dodging us? We collect evidence on phone’s fault for you- is that not your job?
Will this issue be fixed? I am spending * hour a day to call the service centre. Forget the pain of switching between spare device and this phone. But data loss is what worries me the most. Being in Apple family for more than a decade now, this pathetic service has now made me rethink before making my next Apple purchase.
Apple grow up to own your mistakes. Please give me a replacement.
PS- Please let me know if you want more. Also, don't ask us to schedule a call and complain to apple. Already done that spending * to * hours over a call, where the support executive keeps changing. It's totally worthless.
From your Frustrated, Disappointed and Irritated Customer.
Youtube Link for Videos and further detail:
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