Thread by @atul_choudhary1

Important notice. Do NOT make the mistake of buying an Apple product, and if you own one definitely DO NOT take it to iCare for repair.

A THREAD

Please do read this as I'm getting no help from any official channels, and now forced to turn to social media.

1

Attached later will be some photos of the issue, my bill and so forth.

The initial issue:

On 28th December 2019, I decided to try to dive into the Apple ecosystem, and bought myself the iPhone 11 Pro from
@RelianceDigital , with a 1 year extended warranty.

2

The initial issue:

On reaching home an issue I noticed was that my phone would not charge beyond 80%. There is a setting to turn off "Optimised Battery Charging" which should allow the battery to charge to 100% everytime when turned off regardless of anything.

3

Now I tried this feature quite a few times and it was very hit and miss. On a lot of instances it would not charge beyond 80% even if this setting was turned off. The phone was, except for this issue, mostly usable until the first week of march.

4

Initially my phone charging slowed down to surprisingly long charge durations. By mid march I started facing a regular problem with battery draining. My phone battery would suddenly, after hitting 50% charge nosedive to zero in about 23-24 minutes. Without fail.

5

At this point, with these issues and the battery charge durations the phone became unusable. Attached below are photos of this issue where you can very clearly see sudden and repeated drops in battery charge forcing me to constantly have to charge the phone.

6

At this point the lockdown had just started in India and I had no option but to wait out the following month and a half before I could submit the phone for servicing, during which time I basically switched to another phone altogether as this one was unusable.

7

The Repair chapter:

On 7th May, after nearly 2 months of me not using this phone and after being advised to do so by an Apple customer care represantative on chat, I visited iCare HSR Layout Bangalore and submitted my phone to a Mr. Thayeeb under warranty for repair.

8

Mr. Thayeeb went forward, took in the phone for service and mentioned "normal usage marks" in the 'Condition of equipment' part of the form. He then gave me a number to message on whatsapp for updates on my phone which would be put under observation for 4-5 working days.

9

To see if they could replicate the issues I had mentioned.

On reaching home and adding the number I was surprised to find the given number does NOT exist on whatsapp and when I called it later the number would be switched off.

10

However seeing how iCare is listed as an Authorised service center for Apple I decided to wait out my time as my trust in their system was still unfortunately there.

11

After many days of waiting and not receiving any follow ups on the status of my phone and its observation period I decided to call iCare support where I was given no help and hence I turned to the Apple Support chat to see if they could check in on status of my phone.

12

They were surprised to see that the repair center had not given me a Repair ID that every Apple and Apple authorised service center is supposed to provide,as per their website;and that they were unable to track the phone as iCare had put their own tracking number on the form.

13

So I waited out a week or so more and called and emailed iCare almost everyday for some updates. I received responses to my email stating that the phone issue has been replicated and they sent the phone for repairs to an Apple repair team, not their own service center.

14

The lies:

After many days of no communication except for me reaching out, I am finally informed on 4th June 2020 that my phone is ready for delivery. However it also mentioned that my phone has NOT been accepted for repair citing "unit abuse".

15

On the same day I rushed over to iCare to collect my phone and ask why they did not repair the phone which let me remind you was 2 months old when it became next to unusable and was still under warranty for almost another 6 months NOT including the 1 year extended warranty.

16

He opened the package showing an AppleCare Service - Product Service Summary report (attached below) now citing that the repair was not done now due to unauthorised modifications made to the phone.

17

The same report also says "We offered to complete the repair as an out-of-warranty repair but we didn't receive a response". I was NEVER contacted.

18

I want to make it ABSOLUTELY CLEAR that this phone had NO modifications made to it ever, nor was it ever dropped in its brief 2 months of usage, never subjected to any abuse or liquid damage or anything that could be understood to be abuse.

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I had taken very good care of this phone. I did NOT do anything to this device but take very good care of it and all issues I faced started from the device build itself, which should very much be covered under the warranty. @Apple

20

On confronting iCare on the delivery day and asking what exactly the modifications or damages were I was told this information is not shared to them by the Apple Hardware team and gave me a number to contact.

21

I called the number and over the last week and a half have been trying to get information from them regarding the same. But now I have been told by them to go ask the iCare team what the iCare team told me to ask them. No one is willing to give me any information on my phone.

22

No one is in any manner helping me resolve this issue. On the latest call on Tuesday 9th June 2020, I was also told that in the original observation of the phone they were not able to replicate the issues I claimed while submitting the phone, which is a blatant lie. See below

23

I did NOT collect my phone from iCare. And to this day it is still sitting with them. As I demand that my phone, well under its warranty, taken good care of, never abused or modified as they cited be repaired.

@Apple

24

To everyone who made it till the end I wholeheartedly thank you. I really wish to resolve this issue as the least I expect from a Trillion dollar company and brand known as a premium is acceptable customer service at the very least. @Apple

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I do not ask this usually, but friends and friends of friends and anyone this might come across to. I need your help in retweeting this and getting it some traction.

26

My taste in Apples has been ruined forever (there's a bad pun to thank you for sticking around). Please do keep my experience in mind before deciding to buy an apple product for yourself.

PLEASE DO RT THIS.

Thank you everyone! Much love.

27

@MKBHD @geekyranjit @Apple #iPhone11pro #icare #Apple #badservice

@Apple @AppleSupport #iCare #HSR #Bengaluru please help me out with this thread. I expected great things from the company but all I'm requesting is fair treatment and my phone to be serviced. We need good service to keep any reason to continue buying Apple products in India.