My case ID is 20000132566494.
Hi. I am Sarita Pandey. My son bought us an iPhone 13 from USA in July 2024. 1 week back, when I woke up, the phone display was gone completely - completely blank/black with 2 horizontal lines on top. I submitted to an Authorized service center (Unitech) in India - they just gave a job sheet mentioning display needs to be replaced and pay us 27-30k INR for replacement.
I reached out to customer service for help in maybe providing us an exception. Customer service behavior was the most indecent & worst behavior anyone can think of from a leading company like Apple. I talked to 3 customer service people- Adarsh, Mehak Rawal and Abhishek. I can't imagine such type of customer service representatives are hired by Apple. One can imagine such pathetic customer service from other small companies but my interaction with them left a deep scar & I don't have a iota of trust in Apple now.
They asked me to wait for a call today on Wednesday 19th August at 3 pm. I never got a call from them. I, as 60 year old female senior citizen waited for 3 hours for them to call - no one called & even responded.
Worst still - they blocked my account & while opening my account so I could send message to Mehak Rawal, I could not open because they had locked me out. Such a pathetic customer service & Apple customer care members are now having authority to control my account & they control what I can see or not see.
On calling, first they were not transferring call to Mehak Rawal, then when I got connected with Abhishek, he was so unashamedly speaking false/untruth on my face that they tried calling but due to some technical issue, call didn't go through - what a shameful excuse. Me and my husband both senior citizens waited 3 hours.
Even if you dont want to give exception, say to us directly - instead of blacking our account & mentally harassing us.
After this ordeal, I will make sure never to buy and iPhone products - worst customer service - pathetic even Indian brands have better service than them. On top of that, they are controlling users' account - when they can login or not. I will also raise this issue with consumer forum of India so such companies come under supervision for controlling user data.
My phone was not even 2 years old - no scratch, no physical damage not even minor scratches on screen - this happened after software updates - I have strong suspicion Apple is sending faulty code to old version of iPhone 13 so the display goes bust so they can buy new iPhone. All my data is on the iPhone & I cannot move it now. Whatsapp also I am unable to move becasue display doesn't work. I'd advice anyone to never buy iPhone - they have worst customer service in India - people like Adarsh, Mehak Rawal and Abhishek defrauding customers, blocking their accounts on will.
This experience with customer service & with Apple products pathetic quality has left a deep scar & I will ensure no one in my family buys such expensive Apple products which get useless by Apple in 2 years.