Hi guys,

I had issue with the camera and battery performance dropped. I sent my IPhone XS to Machines, and Machines checks and everything were valid, then they proceed send to Apple to do the fix AFTER 6 days. Days later, Apple feedback that my phone cant proceed to fix due to the unit has been serviced by "unauthorized personnel". BTW, my phone are still under warranty

I'm in mist. I never send my phone to any third party, but Apple claimed that. (I bought it new from Maxis). Called Apple, they claime dthey cant see the tracker in the system and help me clarify with Machines. Apple feedback that Machines claimed that my phone was tampered before sending to Apple. This is not aligned what Machines told me. They said my phone shouldnt be a problem to get fix in Apple.

Now I'm stucked. Machine ask me deal with Apple, and Apple ask me deal with Machine.

I wonder anyone of you face the same issue and how you guys resolved it. It's very pain to call Apple and repeat myself cause handle by different people.

I hope any Apple fans can help here.

Thanks a lot.

This post has been edited by mygarage88: Oct 17 2019, 01:52 PM

Try thunder match service center in avenue k

Thanks nate_nightroad.
I asked Machine, they are saying the reject is not from them, its from Apple.



Would it be the same if I send to Thundermatch ? But anyway, I will try .. Thanks nate.

Hi There nothing much you can do if Apple think your iPhone already been tampered. Your only option is to get Machine to confirm when you send in your iPhone to Machines its verified and was not open/repair before(because they are the one that have to open up your iPhone to verify before they can send it to Apple). Only Machines can prove or provide that verification. If Machines refuse to do anything then you are out of luck.
You can rant about it in social media and create a big fuss and hope either one will succumb to help you.

Now the suspect is on Machine. They claimed they never open the phone before. My phone is with them for 6 days before sent to Apple.

This is really unfair to the consumer if the issues is in between machine & Apple.

Weird, I thought all the repair is done at the aasp itself which in this case Machines. Once they got your device the repair is done there, unless really2 need to ship it to a real Apple owned service facility.

i have deal with ASSP before, they mentioned my iPad Air cannot claim, because they said is not a problem (some rattiling sound when use with smart cover), but after all I call up Apple MY toll free and describe my iPad Air problem (look for Senior Advisor), the Senior Advistor call the AASP immediately and told me I can send back iPad Air to the AASP and proceed with the claim

most of the time is the problem with AASP, they feel and describe the problem like no problem or something they dont really care to help customer claim.

1. You may try other AASP
2. Contact Apple MY toll free directly to describe your problem

Which part is being tampered? Ask apple in details, check back again with Machines. They should have the diagnosis report beforehand

Ha ! is this the process suppose to be?

Then why Machine send to Apple. They told me they have checked and no problem to send to Apple to fix. I didnt know fixing is on Machine.


If they found out tampered, they should not proceed anything right ? Why they send to Apple .. aiyoooo..

Yeah.. taking path #2 now. If cant. Will send to other AASP and see what they can do.
Based on my conversation with Machine, they said send to other AASP also the same, they will send back to the same Apple in PJ. Anyone can verify this statement?

I asked Machine the details, all they are saying is the real reason is not reveal by Apple due to security reason .. kns

Justify tempered, swaped components? U have the machine service receipts and Apple receipts ?

from the bold parts, I think the responsibility lies on Machines. Which Machines u drop ur phone there for repair btw?? Try post on their fb page if there is any, viral it. As I don't think any person with Apple device that still under warranty will bring to unauthorized center for a fix, the other channel might be Maxis and try ask for their advise. Since your is a Maxis set

maybe they got security screw or something.... make them know..

if not mistaken should be QCD@PJ, not Apple
they still not the real Apple, contacting Apple MY support is the real Apple hire personnels, look for their Senior Advisor, elaborate your case, ask them if they are you, can they feel the pain? why not accepting warranty just because the AASP/dealer not capable of judging the devices, how if they wrongly judge, in fact they wrongly judge right?

First make clear to them. It is a serious allegation by Machines that your iPhone was tempered by unauthorised personnel

Inform Machines that Apple had on their part denied making that baseless accusation.

If the Machines claimed that the iPhone was tampered with, you would need black and white statement from them.

Ask for specific details, whom make that allegation and his designation. What exactly was tampered with, what SOP was performed to arrive at that conclusion, who was the technician and time of the occurrence

You will reserve your rights to pursue further actions for any causes arising from that statement

I don't understand why don't you go with the legal route, you could report this case to KPDNHEP or rally up people to not support Apple products. Like the Roman Empire, Apple too will fall.

This post has been edited by moonsatelite: Oct 17 2019, 09:48 PM

I do have machine receipt/notice to collect, but didnt stated tempered, only describe my phone issue.
Question is... if they found out tempered, why still send to Apple (so call).

ya man.. who will take the phone to unauthorized provider when your phone still under warranty?

maybe maybe...

Not sure about QCD ..Machine told me its Apple in PJ.. all provider are using the same center.
Malaysia got Apple support? i think i call to apple care and they route me to some other country call center .. and the route loop.

Definitely will die die fight with Apple.

haih.

Malaysia dont have call center, if you call Apple MY toll free line, will be person from Singapore answering your call

Asking the details from Apple, they will feedback to me on Monday ... duh ...
Ask machine, they just deny ... no ah no ah .. we didnt open .. kns.

This will be last resort ... and i think Apple dont care as well.. blaming game in between Machine, Apple, and me will be in a loop.
Time and Money will my constraint..

Mine was entertained in Philipines .... time zone also different

I was previously working for an outsourcing company which got the AppleCare project handling users from MY, AUS but mainly AUS. Another team was handling Thai and Indonesian. It was in Bangsar South. I guess they closed down the project. Because the CSAT, all call must be handled professionally as Apple is very strict in customer satisfaction feedback.

Great experience. So did you face this kind of issue before ?

to be honest, I didn't answer any call. I'm merely a team manager. Usually requesting to be transferred to a senior advisor probably help and they will leave a note to the service center of your choice to check again. If you have called before they should have a record so that you don't have to repeat the issue again. it's been more than 3-4 years since I left that outsourcing company. Heck, still got my AppleCare t-shirt at home, not even worn. lol

forgot to mention, they will also usually ask you to change some settings so they can get a diagnostic report from your iphone and roughly know what is the issue based on the report.

This post has been edited by fox_shinoda: Oct 18 2019, 12:07 PM

I see. Thanks for the sharing !

Apple support is superb!

Last time my iphone 6s (digi set) got hairline crack.

Go to Digi to get a replacement but got rejected.

I called Apple support, and they provide me an email asking Digi to replace my phone.

So, I show Digi the email, and I got the replacement phone

Good to hear that ! but mine is different case

Hi bro~ You can try call Apple support at 1800 803 638. Try to select under English as they will divert u to singapore or other country. Try ask machine to provide all photo or so called tempered. Then pass all these photo to Apple support directly. If they failed to show u then u got a reason to complaint Apple All the best bro .

This post has been edited by terry007: Oct 19 2019, 01:18 AM

if u play asking games with machines...you won't get anywhere. straight away pursue legal action...sue them and try bring them to court.

try another service center? who knows another AASP says different thing because different AASP(not machines) gives a different price. I actually got my iPhone 7 warranty claim under warranty(via AASP) and apple service center replaced my iPhone 7 with a replacement unit.

This post has been edited by yongtjunkit: Oct 19 2019, 07:24 AM

If it’s any of help. MacCity in 1U is a very good place for service. The people there are very polite. And the technician is very friendly too. But made the case a big case with Apple hotline first.

Apple just called and confirmed that "Apple engineering" team have checked with "Apple repair center" that the "report" are valid. BUT STILL NOT REVEAL ME THE PROOF. And he need one more day to TRY to the fking report. This is really pissed me off. The Apple care just repeating the "engineering team" has the final call.


People. please help me. vomit blood.

I also very polite in the first place.. but after a few calls and ding dong ...

officially, apple cant give me the proof of unauthorize modification.
highest escalation point is in call center ... funny .. and they give me an MAILING address if I want to complain .. f apple. Bye Apple. No more Apple.

It sounds really weird that Machines can't fix it and need to send to SC for repair.. I remembered i got my phone replaced 1 to 1 after like 10 mins diagnostic by their service centre in times square. They don't even bother to look at my receipt of purchase. To me, Machines should be liable to fix your phone if they are authorised service centre.

i dont know man .. maybe the process changed.
It's surprised me ..

I think apple policy is AASP isn't allowed to touch iPhone that is under warranty

Btw, when I claim warranty for my iPhone 7 in November 2018, it takes 7 days and apple gave replacement unit

This post has been edited by yongtjunkit: Oct 22 2019, 03:47 PM

Guess they changed the policy? not sure, I got my iphone replaced probably 4-5 years ago.. just on the spot 1 to 1 replacement

how's your case man? I think if Apple can't give u the proof, they should replace 1:1 for your unit rather than ask you to complain....it doesn't make sense since Apple always quite straight forward for such cases.

Apple refuse to disclose the proof/reason. Just "unauthorized modification" and is fking rude. Call center is their highest point of contact. Duh.

After 1 hour of complain and yoyo. They ask me to MAIL IN to complain if I'm not satisfy. Looks like call center just want to ditch me ....

Here's the address - no email

Apple
Apple South Asia Pte Ltd
7 Ang Mo Kio Street 64
Singapore 569086


I dont know what I can do liao ...

maybe try look for Apple support from US, explain to them what had happen and tell them it is still under warranty. Why would you send it to unauthorized centre if still under warranty, and Apple (SG) keep insist it without provide any proof/details.

Below is the link
https://getsupport.apple.com/?locale=en_US&SG=SG003

Try choose repairs and physical damage, then choose the topic is not listed. roughly explain it in the column then next action should bring you into few selection to contact them. But need your IMEI Id/ apple login I think, try ur luck there.

Hi all,

I also just had a similar case with Machines. My iPhone 7 Plus claim got rejected because the Apple claimed my phone has been tampered by an unauthorised party. Now, my case is being pushed around between Machines and Apple call centre. Extremely frustrated and upset now.

Where did you buy the phone from? Any receipt?

I bought it from Machines. I don’t think I can find the receipt anymore. It was bought in Sep 2018

Machines absolute waste of time! Go to ITworld next time.
Problem here is after sales service sucks big time because few f###s run the show. Pay so much and get porky service in return.

Really wish Apple Store would open here so all the "cleaners" close!

GG so machines is being the shady one here and is tampering with people's phone without authorization? maybe the owner themselves are lying too...

Hi TS, any update on this case?

there's posibility Machines staff opened your phone for checking or whatsoever that void the warranty, i guest

dayum now i'm worried, bought my pro max from machines.

touch wood, if anything happens can i go another service center?

This post has been edited by xHj09: Mar 4 2020, 09:33 AM

You can go to another AASP(Apple authorized service provider) like Mac city, switch to service your phone.... 3rd party repair will void the warranty

yes. there's a bunch of AASP around KL u can go to