Dear Sir/Madame,

I am writing to you as an extremely irritated customer who till an hour back was a big fan of Apple.

Coming straight to the point, with reference to Case ID 100181344466, I was confirmed the expiry of my apple I phone was end of June and that I could pay for the extended warranty closer to the expiry. I had also requested an email reminder to be sent for the same which wasn’t sent.

Just an hour back, I visited to Apple store in Andheri Oshiwara to purchase an I-Mac with a friend and thought of paying off my extended warranty of the phone too. I was told that the warranty has expired which was upsetting to hear and the customer care officer there told me to call up the Apple service center and assured that they will help you out as it won’t be a major issue just in case the warranty has got over a few days back.

On calling the Apple Care number, I had the privilege to talk with Mr. Harsh Mohan Singh (case id 100223696884), who was cordial and I must say should get 10/10 on following the process of Apple. I was told by him that my warranty had expired and that he can’t provide an extended warranty. He was not willing to share the expiry date of the warranty which I find extremely funny as I have confirmed all my details which were asked in the beginning of the call. He politely asked me to go on the apple website to check the warranty expiry, for which he even spoke with the person at the apple store, we both could not see the warranty expiry date, and it just mentioned warranty is expired. After this also there was no help from Harsh. He kept on repeating that he can’t do much and I can’t extend my warranty. I again and again just repeated what was told to me on my last call and I just knew that I have to take the extended warranty before end of June. But the answer was just a Firm No. On requesting him, to make me speak to someone senior, he said that he was senior enough (let me just state that there was arrogance in his tone, he was polite). Well this went on for another 20 minutes after which I asked him for his full name and on asking his designation he told me write advisor or senior advisor or Technical support advisor, I was actually taken aback that he was not sure of what his designation is. After a good 40 minutes of investing my time on this conversation, I decided to hang up and immediately tweeted too about the same. Immediately I got a call back from Harsh telling me that someone senior would call me in some time. Why wasn’t I connected when I had requested for the same?

The Point I am trying to make is why such harassment to a customer who has and am sure will be loyal to Apple n its products. I work as the Club General Manager for a Fitness Club called Fitness First, am the winner of a weight loss reality show called the Biggest Loser from India. I deal with members at my club every second of the day, sometimes there are lapses from both the customer and the service provider, but at the end of it, we resolve the cases so that the customer and staff both get the best solution.

The only solution I was given was a NO NO NO. The Apple care extended plan is merely for an amount of Rs. 4500-5000 which is not a big amount to pay, but I cant simply digest the fact that the information provided by you is something I enacted upon and then its been told me only that I am on the wrong foot and In short am being accused of Lying.

I am writing to you so that I can get some support and that Apple can continue to remain a great service provider to me in the coming future.

Sandeep Sachdev