Jeanfromquatre

Q: To whom must i complain about after sales service for my new i phone

My new i phone 5 bought in November 2013 shows patches on the screen and all functions are disabled, I was dialling when it started, first there were no response of the key board then I could not switch it off, after a while an oval green patch apeared on the screen, later it turned violet and finally a black spot took place on the RHS of the screen, I went to see the dealer (Mauritius Telecom) who told me that the screen was not covered by a warranty. I red the leaflet throughout and I could not find such clause, I told this to the dealer and he changed his version and told me that my phone has surely had an accident. It is a very stressing situation, they are claiming me Rs.10,000.- (400 $ + -) to change the screen. Can you please advise me concerning this issue?

 

Jean.

iPhone 5, iOS 5, patches on screen

Posted on Apr 28, 2014 9:19 AM

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Q: To whom must i complain about after sales service for my new i phone

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  • by seventy one,

    seventy one seventy one Apr 28, 2014 9:26 AM in response to Jeanfromquatre
    Level 6 (15,302 points)
    Peripherals
    Apr 28, 2014 9:26 AM in response to Jeanfromquatre

    No-one here can give you formal advice, only Apple can do that.  All the same, your experience does not seem to meet what I, for example, would accept.   As I understand the warranty, all parts of the iPhone are covered if the problem is a manufacturing defect.   But that is the key to the matter.   If you have dropped it or splashed it with water, such damage would not be covered.

     

    Contact Apple support with your story.   Tell them the store name and address (I trust you bought it from an authorised seller).   Hopefully that will get the matter resolved.

     

    Apple - Support Select Your Country & Language

  • by varjak paw,Solvedanswer

    varjak paw varjak paw Apr 28, 2014 9:28 AM in response to Jeanfromquatre
    Level 10 (169,890 points)
    Apr 28, 2014 9:28 AM in response to Jeanfromquatre

    The dealer is giving you a line of complete nonsense. The screen is absolutely covered by the warranty if it's a factory defect and not user-caused damage. Since, however, Mauritius Telecom does not appear to be authorized to sell the iPhone - according to Apple's current infomation only Orange is an authorized dealer and service provider for Mauritius - this is not something Apple can help you with. You will need to work this out with your dealer.

     

    Regards.

  • by Jeanfromquatre,Helpful

    Jeanfromquatre Jeanfromquatre Apr 28, 2014 7:42 PM in response to varjak paw
    Level 1 (0 points)
    Apr 28, 2014 7:42 PM in response to varjak paw

    Thank you so much for your comments Varjak, at least I know now how to discuss this matter with the authorised dealer. In fact you're right Orange is the authorised dealer, Mauritius Telecom is a partner of Orange in Mauritius,

     

    Jean.

  • by varjak paw,

    varjak paw varjak paw Apr 29, 2014 7:12 AM in response to Jeanfromquatre
    Level 10 (169,890 points)
    Apr 29, 2014 7:12 AM in response to Jeanfromquatre

    Then you would need to take or send your iPhone to Orange for service.

     

    Regards.