Dear Sir(s),

I have bought 2 units of Apple IPhone 5 (32GB Black) on February 6, 2013 from SenQ (Gurney Plaza, Penang), in addition to the purchase of the IPhone which costs RM 2,499.00 each, I have also extended the warranty for another 3 years (RM 165.00 each).

However, recently (June 25, 2013), one of the above mentioned IPhone 5 malfunctioned (failed to even startup). Therefore, I decided to send it back to SenQ (on June 26, 2013). Despite several attempts to resurrect my IPhone 5, it still failed to show any sign of new life. The SenQ service attendant suggested that I send my IPhone 5 to the nearest Digi Centre which would most probably supersede my defective IPhone 5 with a brand new unit, since my IPhone 5 looked 99% brand new (no major dents and/or scratches).

On the following day (June 27, 2013), I sent my IPhone 5 to the nearest Digi Centre (Bellissa Row, Penang). After some quick inspection, I was informed by the Digi Centre service attendant that the 2 screws located at the bottom of my IPhone 5 had minor scratches and Apple Service Centre (located at Kuala Lumpur) will most probably reject my warranty claim because it appears to be tampered. I was shocked upon hearing the statement by the service attendant. However, I kept my calm and responded that I have never attempted to open the interior of my IPhone 5 nor had I any intentions to do so, and since I have a warranty period of 4 years (lasting until February 6, 2017 I presume), there was no reason whatsover that I would have done so. The service attendant then apologised and said that the screws could have been scratched by placing the phone in the pocket (in my case, the phone was always kept in a mobile phone case) and admitted that Digi Centre was helpless involving matters pertaining to warranties. The service attendant then said that he would lodge a report to Apple Service Centre (by email), and I would be notified on the status of my claim within 2-3 days (I was notified on the same afternoon that my claim was rejected), and if my claim was to be rejected, he suggested that I took it to a technician for repair.

Now the questions is, when I (in the capacity of a consumer) purchase an item of a premium brand from a Company with great stature (I.e. Apple), the least I expect is to be serviced with due care.
1. I have paid almost RM 3,000/- for each of my IPhones and to my dismay, it fails to operate within less than 5 months of usage (this is excluding any damages caused by loss of internal contents).
2. To make matters worse, I have to suffer the agony and allegations of tampering with the phone when the screws could just be easily scratched by placing the phone in the pocket (Seriously, when I purchase a mobile phone, I expect that the phone will at least be able to withstand treatment of it being capable to be carried around.).
3. If a mobile phone could easily be scratched just by merely placing it in the pocket, thus voiding any potential warranty claim(s), I reasonably think that something is amiss in your warranty policies.
4. I have purchased a total of 4 years warranty and at the moment, my phone has barely reached the 5th month of its warranty period and when I send my phone for warranty claims, I am being rejected for warranty claims without even a proper assessment process conducted by the service centre and the reason given is because my IPhone 5 has scratches on the screws which are only visible under a magnifying glass and/or by people with microscopic eyesight.
5. Upon rejection I was advised to send my phone for repair services offered by outsiders (which I presume would nullify the remaining of the warranty period(s) entitled to my IPhone 5).

I believe that consumers of Apple products are given great assurance over their purchases and that your esteemed company is greatly admired for its scrupulous professional integrity.

I, therefore sincerely hope that the IPhone 5 that I have purchased will be replaced with a brand new IPhone 5 in order to maintain the current status quo Apple products holds in the market of premium smartphones.

Thank you.

Yours sincerely,

A very disappointed customer.
June 27, 2013.


Attached herewith:-
(i) Sales order by SenQ dated February 6, 2013 (4 Pages);
(ii) V Care Service Contract Certificate by SenQ (2 Certificates); and
(iii) Privilege Card by Digi (1 Card).