Dear Stevi,
As I mentioned previously in the message, definitely was hardware issue with the screen. From the pictures is not noticeable but the service center detected the same.
The IMEI number of the phone was: 355883618742761
On the 19 April 2021, I've contacted my carrier for the issue with the screen of the brand new iPhone 11. They advised me that the phone should proceed to the service technical support to check and resolve the issue, and the process must be formal, in terms of leaving the phone to them and afterwards they will provide the phone to the service center. I immediately disagree with the proposal of the carrier, having in mind that it is a brand new phone, used only for 24 hours and I will not agree for waiting their response and giving brand new phone to the service center.
I've proposed to go directly to the service center and to provide the needed test check of the phone, to sort it up what is the technical issue. After few moments of negotiations they have accepted my proposal. From the carrier's premises I was to the service center. After short technical check of the service representatives, they have determined and clearly stated that there is a hardware issue with the phone and probably new phone will be acknowledged for me. I want to note that, In the very same moment I was left without phone, having in mind that I have to leave the phone in the service center, because it should be delivered to the Apple headquarters, and afterwards Apple will send the new phone.
In this matter, regarding the frustrating situation and my dissatisfaction as new buyer/owner of Apple product, I have clearly stated to the representatives that I am in that moment left without phone, I have paid 700-800$ for new phone and know I will receive "new phone" but delivered in cheap cartoon box, not feeling as satisfied and new owner of a new iPhone, what for me as a dedicated customer to Apple products is so disappointing....to be honest. In this matter, if this type of situation happened after 2-3 months of using the phone, maybe I will agree with the process, but being new "happy" owner for only 24 hours of an Apple product, and afterwards receiving "new" product in cheap cartoon box, not being sure of the conditions of the delivered phone, stating as new, it completely disappointed me as brand, meaning of Apple.
I've refused to take the second phone from the service center, today, 26.04.2021.
Having this in mind, If you as customer experienced this type of frustration, for only 24 hours, from brand new box phone to receive another phone, selling as new, please answer me would you agree?
Or another question, does any new customer who want to buy brand new Apple phone, would it agree to buy the second phone which the carrier is giving to me? without box, without feeling that the customer is buying brand new Apple product? Don't think so. Additionally, that all the information and details from the box are not the same with the second phone. It feels for me, as I've stole the phone rather than having brand new phone.
So, my demand is to receive brand new iPhone 11 64GB, for which I was paid for previously. I am not approving anything else. Or I demand to get my money back.
The EMEI of the second phone is: 356810111341279
Best Regards,
Disappointed and dedicated customer, for 7-8 years I am an Apple user.
Tnx,
Daniel
