Update 2.0 - Frustration, Anger & more Disappointments
To my last mail on Tuesday, they did not reply back. More than 24 hours later I mailed them aghain asking whether there is an update. And they replied back with the same pre written set of text.
I tried calling this time, instead of mail. Turns out, there is no way to connect to the iCare office where my device at. The call goes to a centralised call centre located somewhere else in the country. Regardless, describing the situation to an agent & asking whether she can arrange a call from the technician, she tells me that I will get a call in an hour. 2 hours later I call them again saying that I didn't receive any call. After describing situation again, an agent tells me I'll definitely get a call by end of day. Didn't get any call that day.
I go back to mailing again, saying the situation, mentioning that they didn't call me despite my repeated attempts of trying to get in touch with the technician. And again they reply back with the same pre written s**t.
I left office early today and went to the iCare centre.
I have never met a person more unprofessional, ignorant & rude than the woman (the technician) in my life so far. [Her name is Kalpana. If anybody is reading this from India and you live in Hyderabad, be aware of the Dilsukhnagar iCare care.] In all their bulls**t mails with pre-writen text they repeatedly mentioned to replicate the issue at the centre itself in front of them. When I asked to do the same, they told me to use some other device because something might be wrong with my phone. They disregarded me saying that, I had already tried with another iPhone, a MacBook Pro and an iMac, so I didn't argue further. Another "technician" gave his phone and I sat there for 35 minutes taking reading in my notepad in 5-7 minutes interval; the technician himself dictated the battery percentage. Turns out the buds discharged 30% in 35 minutes. Honestly I have never seen the battery drop that fast either; it was bad; but not quite that bad. So... I tell them to check it cause it's been a while.
That lady "technician" was busy with her computer facing towards the opposite of the customers aisle, in a glass room with the door open. A junior agent takes the readings to the woman. It's hard to describe how her reaction was. I heard her saying to the agent that 30 minutes 30% is right; there is no problem. The technician comes back to me and tells me that she said "30 minutes 30% is right; there is no problem". I laughed and couldn't say anything.
The events that took place in the next 15 minutes changed my mind about this franchise
Imagine. Never again I'm stepping a foot in their store, after I get this situation solved. The lady started arguing saying that they(she and another technician) "diagnosed" it and they found it to be working fine. She said about 10 times that - she played music for 1 hour 30 minutes and it only dropped 6%; which would be like 25 hours in a single charge. And each time I told her that it's wrong, whatever they have done is wrong, mathematically speaking. I kept telling them that I literally just sat on your face taking reading from YOUR technician's phone. Look at the battery. it's not okay. She kept arguing, what can say sir, we tested, the battery is right, we can't do anything, if you have any problem contact Apple please. I told her YOU ARE Apple. I was like what the f**k are you talking about!! She was acting crazy, the head technician. She tells me 1% per minute isn't a battery issue. Why in the hell can someone argue with a person like this??? Note that - Imagine is the biggest apple franchise in India, and the only franchise in many states.
With some difficulty. I called Apple main customer care, long conversations took place where I described s**t to two different support agent. I was told to submit my device to them again. They took my Airpods again to diagnose. I came home empty handed with zero positivity about the situation. In the evening, the way the technician told the agent that go tell the customer he can check about battery whatever he wants; and the way she disregarded the readings that I took literally sitting 6 feet away from them; hence disregarding my effort & my time, earns them a big slap across the face.
I take my statement from the early post back.
Come to India. But never visit Apple authorised reseller Imagine.
