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iPhone 13 Pro Max Apple refuses my iPhone 13 Pro Max screen defect!

tuanlouis

tuanlouis

macrumors 6502
Original poster
Apr 27, 2020
288
773
Hello,

I am coming from a country where there is no Apple Store. All Apple products are sold through authorised resellers, we only have an Apple Repair Center (ARC) here.

In my country, all defected iPhone must be sent to the ARC to verify the defect then the authorised reseller agreed to replace it.

I found that screen pop out of the box when the screen was off, but the autorised reseller refused to replace it until the ARC confirmed it was a manufacturing defect. They sent my iPhone to the ARC and I had to wait for 2 weeks for their damn long process.

Today I get the update that no trouble was found with my iPhone, the ARC is gonna ship back the device and the authorised reseller will refuse to replace it.

I am so disappointed that this screen pop can be seend by any naked eye and it is totally not normal. Apple technicians are just blind.

While my customer protection regulation is my country is like ****, I have no solution for this.

1121d76bac6d0b09ae4c00b514592038.jpg

16d08a7768c7a98295b0b9a51dfd696a.jpg
 
tuanlouis said:
Hello,

I am coming from a country where there is no Apple Store. All Apple products are sold through authorised resellers, we only have an Apple Repair Center (ARC) here.

In my country, all defected iPhone must be sent to the ARC to verify the defect then the authorised reseller agreed to replace it.

I found that screen pop out of the box when the screen was off, but the autorised reseller refused to replace it until the ARC confirmed it was a manufacturing defect. They sent my iPhone to the ARC and I had to wait for 2 weeks for their damn long process.

Today I get the update that no trouble was found with my iPhone, the ARC is gonna ship back the device and the authorised reseller will refuse to replace it.

I am so disappointed that this screen pop can be seend by any naked eye and it is totally not normal. Apple technicians are just blind.

While my customer protection regulation is my country is like ****, I have no solution for this.

1121d76bac6d0b09ae4c00b514592038.jpg

16d08a7768c7a98295b0b9a51dfd696a.jpg
Click to expand...
Was this in America?🤣

What is the issue circled in that photo ? A chip on glass or dust or dot on oled panel ?
 
tuanlouis said:
Southeast Asia, that is something popping up from the screen (under the glass).
Click to expand...
Which country? Apple has official stores in Singapore and Thailand, and rumors said they will open one in Malaysia in 2022.

If you want, initiate chat first with Apple for support before going to the authorized repair center. Explain nicely about the issue, and ask them what’s the best resolution.
 
Does this pop or scratch still visible even with screen protector like tempered glass or no? Asking, because if they will not entertain this kind of issue and deny that this is a factory defect best you can do is slap a screen protector and move on…
 
tuanlouis said:
Hello,

I am coming from a country where there is no Apple Store. All Apple products are sold through authorised resellers, we only have an Apple Repair Center (ARC) here.

In my country, all defected iPhone must be sent to the ARC to verify the defect then the authorised reseller agreed to replace it.

I found that screen pop out of the box when the screen was off, but the autorised reseller refused to replace it until the ARC confirmed it was a manufacturing defect. They sent my iPhone to the ARC and I had to wait for 2 weeks for their damn long process.

Today I get the update that no trouble was found with my iPhone, the ARC is gonna ship back the device and the authorised reseller will refuse to replace it.

I am so disappointed that this screen pop can be seend by any naked eye and it is totally not normal. Apple technicians are just blind.

While my customer protection regulation is my country is like ****, I have no solution for this.

1121d76bac6d0b09ae4c00b514592038.jpg

16d08a7768c7a98295b0b9a51dfd696a.jpg
Click to expand...
What I would do now is send an e-mail to Tim Cook tcook@apple.com, explain your situation and include the photo. Could not hurt to try.
 
leerocks01 said:
Does this pop or scratch still visible even with screen protector like tempered glass or no? Asking, because if they will not entertain this kind of issue and deny that this is a factory defect best you can do is slap a screen protector and move on…
Click to expand...

It's quite visible when the screen is off. It's like an acne of the screen
 
ian87w said:
Which country? Apple has official stores in Singapore and Thailand, and rumors said they will open one in Malaysia in 2022.

If you want, initiate chat first with Apple for support before going to the authorized repair center. Explain nicely about the issue, and ask them what’s the best resolution.
Click to expand...

Vietnam. We don't have official Apple Store here, purchases can only made through authorised resellers and I can say their service is terrible.
 
Limeybastid said:
Wow. Im sorry to hear this. When you sent it in, did you show them a picture like you showed us?
Click to expand...

Yes mate, I sent them with the photos. You know what, even the authorised reseller agreed that was abnormal, but they had no option but to send it to Apple Repair Center. Then Apple denied it.

I posted this on our community and some people encounter the "screen acne" defect too and are in the same situation.
 
tuanlouis said:
Vietnam. We don't have official Apple Store here, purchases can only made through authorised resellers and I can say their service is terrible.
Click to expand...
I can relate to your frustrations. I'm in Indonesia, and we don't have official Apple stores either, only authorized distributors. And yes, unfortunately their service is terrible. They are only concerned with sales, not support. This is why I'm so reluctant to buy brand new Apple stuff, as not only they are overly marked up over US or even Singapore prices, the support are close to non-existent.

Prior to the pandemic, most of Apple users here get their service/support by travelling to Singapore.

If you want to, you can try initiating support again by chatting/calling the official Apple support first instead of going straight to the authorize repair center.
 
tuanlouis said:
Yes mate, I sent them with the photos. You know what, even the authorised reseller agreed that was abnormal, but they had no option but to send it to Apple Repair Center. Then Apple denied it.

I posted this on our community and some people encounter the "screen acne" defect too and are in the same situation.
Click to expand...
Probably they didn't send the photo to the apple repair center. As usual a communication issue between the two of them.
 
tuanlouis said:
What learning experience? Who knows what is in the box?
Click to expand...
I didn’t mean anything negative my friend. You mentioned that the resellers service is terrible. I thought you meant in general rather than specific to this latest transaction.
 
baypharm said:
I didn’t mean anything negative my friend. You mentioned that the resellers service is terrible. I thought you meant in general rather than specific to this latest transaction.
Click to expand...

But in my country (where there is no Apple Store) I have no choice. In Vietnam, Indonesia, Philippines we can only buy iPhone from authorised resellers and their services are so poor. Apple placed their Repair Center there and the resellers 100% rely on it.

In the past I flied to Singapore and picked my iPhone at Apple Store, I spent some days there so I could ask for replacement at the store, those guys there were super nice. But you know due to covid 19 it's impossible to travel now.
 
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