A customer experience about Apple

Status: Approved

#Qualityofproduct #CustomerService #Rudeness  Annoyed Frustrated Saddened 

Kindly shared by Anonymous

What happened

I bought my new iPhone in December 2020, 2 weeks ago suddenly the half of the phone become frozen black (after switch on-off) black screen gone but since then the frontal camera of my device is not working. Yesterday I went to the apple shop they do the MRI analysis and they notice that is true my camera is not working but They say is not covered by my one year warranty because my phone has a scratch in the display in the lower part (that happened after the camera was not working) and they need to change the whole display to change my camera. I am very frustrated because is a problem from fabric and apple does not assume the responsability saying they need to change my whole display to change the camera and it already have a scratch (personally I don’t need the whole display to be changed I don’t mind the scratch). I feel this is unfair, I already pay a lot of money last December when I bought my phone So I don’t seem to pay more money in a device that is already faulty and a company that does not give any guarantee. Also I didn’t like the approach the person in the shop not offer solutions or not helpful at all and say that is my fault that warranty is not cover that I need to know how to look after my phone. When there is two different things one is a problem with my device and other one the scratch in the screen. I call customer services and I spoke with the manager, he told me that basically they follow what people in the shop said, so he was not helpful at all. Is there any way to protect my consumers’ right? Thank you very much for your help!

What I wish had happened

I would like that the company assume that was a problem with my device and change my camera that it would have been the case if my screen would have not a scratch.

Where this happened

In Person - Apple regent street London

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17% Rudeness
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27% Customer Service
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13% Financial Loss
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12% Communication
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7% Delay
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7% Quality of product
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6% Rudeness
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3% Fraud
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1% Communication
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