The iPhone 14 Pro Max purchased on "i Bailian" crashed and the screen failed 1 hour after getting it, which made Ms. Teng cry without tears. What she couldn't accept most was that after sending the phone to two official authorized testing sites for maintenance, it was said that the phone screen could be observed to have failed. However, after returning to the factory for maintenance, the inspection report was reversed, indicating that the phone was not malfunctioning, so "i Bailian " could not meet the return and exchange service. After careful assistance reporters, Ms. Teng successfully completed the refund after mediation by the market supervision department.
The iPhone 14 Por Max screen purchased by Ms. Teng did not display any content on the screen
mobile phone crashed 1 hour after getting it
On October 10, Ms. Teng saw on the "ibailian" shopping platform that the newly released iPhone 14 Pro Max is in stock. Compared with , iPhone official website, it often has to wait for nearly a month to get the phone. Ms. Teng did not hesitate for too long and decisively placed an order on "ibailian" that night.
is the same as the official website of Apple . After "i Bailian" paid 9,899 yuan, Ms. Teng received her mobile phone on the evening of October 12, but the headache that made Ms. Teng had just begun.
After I turned on and activated it, the phone crashed in less than an hour and the touch screen did not respond at all. "
Ms. Teng said that after she got the new phone, she set up her password and prepared to transfer some files to the new phone. As a result, the phone screen failed shortly after, and even if the phone was turned off and restarted, there would be any changes.
had no choice but to contact the customer service of "ibailian" early the next morning. After communication, Ms. Teng chose to go to the official designated after-sales point closest to her work. It was a "genius bar" located at No. 300, Nanjing East Road. After the engineer tested the phone, he bluntly stated that the problem existed and issued a test form with the statement "customer" Description: The newly purchased device was stuck when it was turned on and tried to activate, and the subsequent display could not be touched." Then, it was written below, "The system has been restored for the device, and the problem is still visible." The test results of
"Genius Bar"
engineer said that I purchased it on a third-party platform, so I need to contact the third party." Ms. Teng said that the staff at the after-sales point told her that there was a problem with the phone. According to the three-guarantee policy of , , it can be returned and exchanged within 15 days, so I have to contact "i Bailian". After
came back, Ms. Teng sent the test order to the customer service of "ibailian", hoping to change to a brand new mobile phone. However, after a while, the customer service called and told Ms. Teng to go to another after-sales point of , Xuhui District, , for testing, and they did not recognize this test order.
"I said I had communicated with the customer service and went to the after-sales point of Nanjing East Road , and they said that the customer service was wrong." Ms. Teng said that "i Bailian" told her that if she did not go to the after-sales point in Xuhui District for inspection, they would not be able to carry out follow-up services, so Ms. Teng finally had to accept it.
Considering the reasons such as distance, Ms. Teng chose to send her mobile phone to the customer service of "ibailian", which was sent for testing on their behalf and issued a power of attorney.
thought that changing to another after-sales point would be the same as the test result, but unexpectedly, things changed.
returned to the factory for maintenance and did not recognize any problems
On October 14, after Ms. Teng finished writing the power of attorney, packed the original box of the mobile phone with her mobile phone, ordered a quick delivery in the same city, and sent the package to the "ibailian" platform. Half an hour later, it was shown that the other party had received the goods.
until October 18th, the customer service reported to Ms. Teng that the phone needs to be returned to the factory for maintenance. If there is any problem after the inspection, Ms. Teng can replace a bare metal, that is, a brand new phone without the original box packaging. I heard that it was wrong. Who knows if the bare metal is a prototype or is there any problem? "Ms. Teng, who could not accept this proposal, refused on the spot and said that she chose to return the product, but the customer service said that she had to wait until the test results of the return to the factory were released before processing according to the situation.
was a few days later, and on October 24, the customer service of "i Bailian" called Ms. Teng, saying that there was no problem after the mobile phone was returned to the factory and had to send it back to Ms. Teng.
"They said it was dismantled and repaired, so what's the difference between this and a second-hand mobile phone?" On the same day, the "i Bailian" platform sent the phone to Ms. Teng through SF Express, but Ms. Teng chose to refuse to accept it.
Ms. Teng bluntly stated that her request was to replace a new original box machine or return it, but "i Bailian" never agreed. At the time of stalemate, Ms. Teng chose to complain to 2315.
: From receiving the phone on October 12, to repairing and October 24, the 15-day return date was almost over. Ms. Teng had to find the Morning News and Zhoudao Assistant Platform, hoping to get media attention and help.
authorization point is contrary to the conclusions of Apple factory
According to the service report of Apple authorized service provider Zhixin Chuangye sent to the assistant reporter, the fault diagnosis column shows "Touch screen failure, three guarantees return to the factory for inspection, and the maintenance results shall be subject to the testing center", and the diagnostic results column states "persistent fault, failure cannot be copied".
Service report of Apple authorized service provider Zhixin Chuangye
On October 28, the reporter contacted the staff of Zhixin Chuangye Xujiahui store. The other party explained that the "persistent failure" in the test results indicated that their staff did see the screen failure after receiving the phone, and then recorded it and returned to the factory for further testing.
‘Cannot copy fault’ means there is no problem, which means the factory cannot reproduce the fault of screen failure. "
The staff member said that the "unable to copy the fault" was the detection result of the Apple factory. After they did system restore or other operations on the phone, they found that the phone had no fault, so the report showed two results.
Regarding the situation Ms. Teng encountered, the staff member said that as far as he knew, Apple only had no reason to return the phone on the official website or direct store. Even if it was unpacked, it could be returned. However, the mobile phone purchased on a third-party platform There will be some restrictions on the platform itself, and if there is a problem, consumers and platforms need to negotiate. If the factory inspection says there is no problem, but the customer still finds that there is still a problem after using it, then you can continue to contact Apple customer service. If there is a record of repairs within 15 days, then customers can still ask for a replacement phone. "
The staff member said that the mobile phones replaced by are all bare metal, and neither the official store nor the dealer will replace the mobile phone with the brand new original box .
Ms. Teng’s order to buy mobile phone
After coordination with "i Bailian" to agree to refund
Why are both official after-sales testing points, but the test results obtained are completely contrary? Can Ms. Teng return and exchange this mobile phone with a failed screen?
Assistant reporter saw on the official website of "ibailian". The down payment service column of the iPhone 14 Pro Max phone reads " supports 7-day unreasonable return (not supported after unblocking) ". On the official Apple website, it states, "If you are not satisfied with the iPhone you purchased, you can return the intact iPhone within 14 natural days from the date of delivery to get a refund."
Recently, the assistant reporter contacted the after-sales service of "i Bailian" and did not recognize the test results of Ms. Teng's first time to go to the after-sales point of Nanjing East Road. The reason is that "Genius Bar" did not conduct Apple's official test, but recorded the customer's description, so it cannot be recognized as the test result.
Subsequent customer entrusts "i Bailian" to send the mobile phone to Zhixin Chuangye for inspection, but the results showed that there was no quality problem. When the mobile phone was finally sent to the customer, the other party did not sign for it. The
test result must be approved by an official authorized organization of Apple. If the video of the mobile phone screen failure taken by the customer himself is not used as a basis for after-sales service. "
The customer service said that after the mobile phone was returned to the factory for maintenance, there was a dismantling of the machine.
Because the official test results determined that the mobile phone had no quality problems, Ms. Teng's replacement or return proposed by the phone could not be met, and the three-guarantee policy was not applicable.
"At present, Ms. Teng also reported the problem to the Huangpu District Market Supervision and Administration Bureau. We will adopt offline mediation model to communicate with the three parties. ” said the staff member.
"If there is no problem with the new phone, why do you have to return to the factory?" Regarding the statement of "i Bailian" customer service, Ms. Teng said that she would continue to report to the relevant departments to safeguard the legitimate rights and interests of consumers.
On November 1, a reporter from Zhoudao Assistant learned from the staff of "i Bailian" that after mediation by the Bund Supervision Office of Huangpu District, considering the user's shopping experience, "i Bailian" has now made a return for Ms. Teng and returned the refund to Ms. Teng's account in the same way.
