iPhone 15 Pro Max intermittent display issue: Escalation for denied repair.

I am writing to formally escalate my ongoing iPhone service issue and the manner in which my case has been handled over the past approximately 1.5 months.

My iPhone has an intermittent display issue where the screen goes off a few times a day and comes back when the side/power button is pressed. Apart from this intermittent problem, the phone works normally.

I initially contacted Apple Support and, as advised, completed a remote diagnostic through Mobile Resource Inspector. I was informed that no hardware or software issue was detected. However, as I explained that the problem occurs intermittently, I was advised to visit an authorised service centre approximately 100 km from my location.

I travelled to the service centre and submitted my phone for inspection. I was initially informed that the issue was software-related. After receiving no proper update, I contacted Apple Support/service centre again and was subsequently informed that the issue might be related to the display and that an exceptional repair could be considered if I submitted the purchase invoice.

I then received a call from a Senior Apple Support Advisor who informed me that the service centre had agreed to proceed with the repair as an exception and specifically instructed me to personally submit the invoice at the service centre.

I travelled approximately 100 km to the service centre for the second/third time and submitted the original invoice along with the original box, exactly as instructed by Apple Support.

After this, I was informed that the issue appeared to be related to the motherboard and that the phone would be sent to the iPhone repair facility in Bangalore after the service centre received the necessary instructions/email from Apple Support.

I continued following up with Apple Support. Since the Senior Advisor who had initially handled my case was unavailable, I contacted Apple Support again and was asked to wait several more days for the matter to be resolved.

However, after waiting and repeatedly following up, I was ultimately informed that Apple could not proceed with the repair as previously communicated.

This has left me extremely disappointed and confused because:

1. I was initially told that no hardware/software issue was detected.
2. The service centre subsequently gave different assessments of the issue.
3. I was specifically told by a Senior Apple Advisor that the service centre had agreed to proceed with an exceptional repair.
4. I was instructed by Apple Support to personally submit my original invoice at the service centre.
5. I travelled approximately 100 km again and complied with that instruction.
6. I was subsequently told that the phone had a motherboard-related issue and would be sent to Bangalore after Apple's instructions.
7. After approximately 1.5 months of waiting, I was ultimately told that the repair would not proceed as previously communicated.
8. When I requested escalation to the senior-most team, I was told that the advisor I was speaking with was the final level of escalation.

I would like Apple to clarify why I was specifically instructed to submit the invoice and why I was informed by a Senior Apple Advisor that the service centre had agreed to proceed with the exceptional repair if this was not actually authorised.

The repeated travel of approximately 100 km, multiple visits to the service centre, submission of the original documents, prolonged waiting and contradictory information have caused significant inconvenience.

More importantly, the continued unavailability of my phone is affecting my business operations. I rely heavily on the device for business communication and day-to-day work, and this prolonged situation is causing ongoing disruption and losses.

I have cooperated with every instruction provided by Apple Support and the authorised service centre. I therefore request Apple to conduct a complete review of my case history, including the previous calls, chats, diagnostic results and service-centre records, and provide a fair and appropriate resolution.

I am not seeking another generic response asking me to contact or revisit the service centre. I have already followed those instructions multiple times. I request that this matter be reviewed by the appropriate senior team and that I receive a clear written explanation and resolution.

I can provide the case reference number, service order details, invoice, diagnostic information and any other documents required.

I sincerely hope Apple will review the complete circumstances and resolve this matter in a manner consistent with the level of customer service Apple is known for.

Regards,

***

Iphone 15 Pro Max

Case id: ***

[Edited by Moderator]