Unsatisfactory services Apple India

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I am a happy apple product user,currently own a apple 11 for my primary usage.I am drafting this mail to give a feedback of the after sales service I have been receiving from Apple services centre’s and apple Customer care executive India.

I approached Apple customer during a complete lockdown when my phone was under warranty for fixing my screen of Apple 11.I was a assisted by customer care to approach a service centre after taking an prior appointment.

Since these authorised service centre’s in India like Unicorn apple services and Reliance are most of the time book for slots and take weeks too book an appointment.During my warranty period I luckily for a chance to visit Apple in the month of September and after phone getting checked by the technician I was told by them I have bear a cost of 16500INR for my repairs to get my screen fixed only .They also told me that my Face ID was found to be damaged and it can’t be fixed forever.

I found the reply fishy so I took my phone was and approached Apple customer care immediately since I want to use my phone after fixing as is it including my Face ID feature .After waiting like almost an hour ,my case was handled by a senior executive 

Mohamed Elmaghraby (DUBAI Apple) who was very kind to assist but i didn’t get any resolution.

My phone is out of warranty now since my first visit for my issue to authorised service centre and left with no option but to pay for a screen repair and use phone with no Face ID working.

My request to Apple is to consider my phone for a repair since my phone is functional and very much in use but want to get my screen replaced repaired /including my Face ID which is damaged or offer me a replacement of my phone with the same cost Projected for screen replacement .

Below are my phone details -

Phone -Apple 11 64Gb

Regrds , 

Rohan Sundani 

India 

Sent from my iPhone