Bad Experience at Service Centre
I would like to share my experience at the Authorised Apple Repair Centre at Plaza Singapura.
My iPhone 6s started behaving strangely, with flickering screen and faulty off button on Monday. It is only 4 months old. I booked an appointment and went down to Plaza Sing. However, I had still had to wait 20 minutes even though I had an appointment and arrived on time.
After taking the phone in for diagnostics, I was told the phone was perfectly fine by the service staff called Esmund. So I asked why I could not turn off the phone then... After that, the service staff tried to turn off the phone, and concluded that it was faulty.. which was clearly stated in my list of reported faults. [Some competence issue here I think...] He told me to come back in 10 minutes to collect a new phone. I came back after 10 minutes, and was to to come back later... After more waiting, I was told that there was water damage in my phone and refused to honour their warranty.
I disputed their assessment as I did not submerge my phone in water, nor did I abuse it in any way. It has always been protected with a good cover and tempered glass screen protector from day 1. So, I was directed to call the AppleCare line... which I did.
The AppleCare person called Elijah asked Esmund to check if the liquid damage indicator in the phone was triggered... After checking, Esmund said it was not, but the corrosion in the phone was consistent with liquid damage. I think the phone was probably damaged by condensation, which is why the liquid damage indicator was not triggered.... but the service centre was trying to deny service so that they can save cost.
Elijah told Esmund to send him pictures of the phone and told me that he will contact me within the same day on their assessment... which he did not.
This evening, I contacted Apple via chat and asked them to provide photos of the damage, which they refused even though they have it (since Esmund sent it to them). They asked me to get it from Esmund myself.
I have spent so much time trying to solve this issue with no outcome, and constantly being asked to jump through hoops. I believe Apple has something to hide. The phone must be designed poorly such that it can be damaged via liquid even though it was not submerged or splashed with water. It must be condensation from my constant movement in and out of aircon. However, they refused to hand over the pictures so that the truth will never get out... and they can continue to refuse warranty service.
When I went back to the office and told my story, my boss laughed and said the exact same thing happened to him. However, he signed up with the AppleCare+ plan and they took care of his phone.
There must be many such cases of liquid damage in humid Singapore, and Apple will continue to deny warranty service.
Be warned.... I have been a loyal iPhone user for years... but my next phone will be a Samsung.
