I READ with great interest the letter “Shop fails to fix phone or reimburse money” in the Opinion page of the Borneo Bulletin dated December 13, 2014.
I would like to share my grievances too. In mid March this year, I purchased an iPhone 5s (64gb) for $1,060 from a popular mobile shop from one of the malls in the capital.
It was the biggest mistake I did, as in trying to save some money I actually lost over a thousand dollars!
The problem arose within a month of purchasing the iPhone, in mid April. It could not be switched on and the blank screen only displayed a picture of a cable asking to connect to iTunes. I sent the iPhone back to the service centre to seek assistance and they said they would not be able to rectify the problem, if I could not provide them with my apple ID.
The problem was, I could not remember the ID as the iPhone was only a month old and I never expected it to crash. They said they could not help me if I forgot my Apple ID which I found it ridiculous. I thought it was probably a ploy so they could avoid replacing my phone.
After much debate, they sent my iPhone to their Apple supplier in Singapore in May. The same story arose. They said the Singapore supplier was unable to do anything until I gave them my Apple ID.
Again I explained to them that it was not intentional that I can’t remember the ID, as it was a one-time sign-in and I never expected the iPhone to crash within a month. My iPhone was left in Singapore for a few months, waiting for me to produce the Apple ID.
In September, I was informed by the supervisor that the Apple supplier in Singapore would be able to use the bypass activation in order to unlock my iPhone. She said I might get my iPhone by October. I felt so thankful.
October passed and November, too. I waited patiently. Two weeks ago, I was shocked to receive a call from the service centre telling me that the motherboard was broken and the warranty was void. I called the supervisor to find out what had happened. Didn’t she assure me that my iPhone would be unlocked? She denied that she had made any promise and said that the supplier wasn’t able to unlock it. So there is no doubt in my mind that during the process of unlocking my iPhone, they tampered with the motherboard and spoilt it. Shouldn’t they be responsible for it and replace the phone?
The supervisor said that she would speak to the management. The next day, she called me up telling me that the management had agreed to replace the motherboard for free but they will have to send it to Singapore and I would have to wait for the spare part. I told her I have been waiting for seven months now and how much longer will I have to wait for the spare part to come?
I suggested for her to speak to the management about replacing the iPhone with a new one since it was only a month old. She said she would speak to the management again.
When I called up a few days later to enquire if the management would replace my iPhone, I was shocked to learn that the management had changed their mind about even replacing the motherboard for free. They said since I couldn’t remember my apple ID the warranty was considered void.
The iPhone was only a month old when it broke down. If they could not recover the ID, why did tamper with the motherboard and damage it? And why was I asked to pay for the motherboard? It didn’t make any sense.
The head of the service centre told me to collect my broken iPhone. I told him that I plan to lodge a complaint against the company and he indirectly challenged me to do so by coolly replying “Yes, gather all your evidence and do whatever pleases you. If you don’t want to collect your iPhone, you can leave it with us but I do advise you to collect it.”
I collected the iPhone that same afternoon because I needed the warranty to forward my complaint. My iphone was not in the same condition that I sent it in, as it now had marks on it.
I have lodged a complaint to JPKE. I am also seriously considering legal action. The company had given me too many false promises and I ended up with nothing but a broken iPhone. I not only lost over a thousand dollars, but now have to consider purchasing another phone.
A word of advice to iPhone users, do take note of your Apple ID when you purchase new iPhones. Most mobile phone companies do not explain that if you forget your Apple ID, warranty becomes void, as in my case.
It’s therefore advisable to purchase iPhones from authorised sellers rather than from shops that offer cheaper prices but “wash off their hands” when problems arise.
– Once bitten, Twice Shy