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Question: why take so long to diagnosis a phone

So my i7 was sent in to machines MY for diagnosis as it has problems when i bought for the 2nd day , it is going to be the 2nd week since they diagnosis it , can i make a complaint? or a replacement , service centre says they do not have authority to make replacement but repair centre does , not sure why take so long to diagnosis a phone

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Question: why take so long to diagnosis a phone