I am facing the same issue too post software update of 11.4
- Mic not working over call
- Speaker option being greyed out during calls but working fine while playing music
- Phone Boot taking longer than normal immediately after software update
Actions taken so far
1. I reported this issue to Apple authorized service centre (Unicorn infosolutions pvt ltd, New delhi -110017) the next day itself on 11th aug 2018 without much delay. I told them the issue has come after software update . I was told that there is dust issue in mic and needs to be cleaned. I was charged INR1000 for the same. But it didn’t help and I was told that there is no process for the service charge even though they couldn’t resolve my issue. After much discussion, they refunded my service charge on the next day.
2. Then I took technical support on call and I was told that my iphone needs to be restored through itunes as it would fix any software issue. I restored the phone through itunes over call but it also didn’t help.
I called again and I was told that there is nothing further which can be done over call as it seems to be a hardware issue and will be a paid service since my phone is out of warranty. I again mentioned that the issue has arised post software update but they told me that hardware issue cannot come due to software update. I asked for her seniors’ help but I was told there is no option of reaching out to any senior person and he is last point of contact.The only option is to again visit the service centre and get it repaired.
3. I researched on this issue more and found that globally many customers have faced the same issue post 11.3 /11.4 software update and reported it on apple communities, reddit, ifixit etc. As an exeption in this case, the phone has either been repaired/ replaced by apple even if the phone is out of warranty. Below are the links to the same discussions:
4. I visited Apple authorize service centre (F1 solutions , Nehru place, New delhi) and I was told that the service charge is INR885 which is again not standard across service centres. The phone needs to be restored and data will be lost and thankfully I will be asked to pay only if the issue is resolved. The issues wasn’t resolved post the restoration also. Now they said the phone needs to be sent to Bangalore repair centre and the cost for replacing mic will be INR16000 to be paid by me and entire display panel needs to be changed since mic is a part of the display panel. I told them about the so many gobal customers facing the same issue immediately after software update but they failed to acknowledge it.
I called up the technical support team again and they asked the service centre incharge to run the diagnostics. The diagnostics were done and mailed to the apple support person. I asked the service centre incharge to show us the report of the diagnosis to know the issue with my iphone but I was denied .
5. Finally I reached out to apple support team over chat and asked them to share the email contact of the grievance cell where I can report the issue. She again asked me to restore the phone. I told her its already been done. Then she again took the diagnostics , then again scheduled a call with technical support. I told her this has already been done earlier, now I need the next step action because I am dissatisfied with the reply I have received.
She still insisted for a technical support call. I took the call again and it was a repetition of the phone diagnosis over call and then telling me it’s a hardware issue and I need to pay for the repair. I told her again and again that issue is caused due to software update and apple should ownership of this but she told me that a software update will damage the entire phone and not just one part. I asked her then how come so many people across the world are facing same issue and she didn’t have answer. I again asked for email contact of the grievance cell/ customer care but she said there is no such option.
6.Now this is due to my extreme dissatisfaction with apple support received through technical support and apple authorized service providers above that I needed to reach out to you.
Also I have been told that there is no customer grievance cell/ customer care email id where I can report the issue which is extremely annoying when there is no one to address your concern and reply on it . Something which is also frustrating is that there is no transparency on the communication with the customer and the customer doesn’t have any copy of the conversation with the apple team.
I will certainly never buy an apple product in future and will never recommend the same to my family and friends.
