Mr. Qiu said that the purchase and use of theMobile phoneIn the past two months, there have been no problems, and I have not repaired it myself. How to make a mobile phone become a "refurbishment machine". Mr. Qiu said,SuningE-customer customer service previously insisted that the guarantee of genuine shipment is no problem, he applied for a return refund processing was also rejected.
On July 4th, Suning responded to the news (www.thepaper.cn), saying that the product was verified internally by the company.iPhoneX is in the formal procurement channel of the company, and the distribution link is normal and compliant. Based on the trust of consumers, the company has reached a solution with the consumer to return the refund first.
At present, Mr. Qiu has agreed to the treatment plan for the refund refund.
According to Mr. Qiu, on April 4 this year, he purchased an Apple iPhone X (64GB silver) mobile phone at the price of 5,988 yuan in the official flagship store of TN Shopping Mall in Tmall Mall; on June 5, it was used for two months. After the phone suddenly crashed, it could not be turned on.
After Mr. Qiu asked Suning Tesco customer service, the customer service asked him to contact the mobile phone manufacturer for maintenance. Mr. Qiu sent the mobile phone to the nearby Apple retail store (No. 8 Beicheng Tianjie, Jiangbei District, Chongqing) for overhaul.
On June 10, the return test results showed that “the problem caused by unauthorized modification is not covered by the warranty”. The test report found that the product did not meet the maintenance conditions, did not guarantee, and made a return.
Apple's after-sales test report. Respondents for the picture
In this regard, Mr. Qiu said that he had repeatedly asked Suning Tesco customer service, customer service responded "to verify that our products are out of the brand new genuine" "goods are from the Apple manufacturers to get goods, goods are guaranteed new genuine" "I There is no problem with the delivery of the company." For the results of the mobile phone return test report presented by Mr. Qiu, Suning Tesco customer service expressed sorry, saying that buyers can only repair at their own expense.
Mr. Qiu said that he asked Suning to prove that the mobile phone was shipped without problems, but the customer service did not respond. In response, Mr. Qiu filled out the appeal form and appealed to Apple.
Mr. Qiu also said that he applied for a refund return afterwards but was rejected by the seller for unknown reasons. Mr. Qiu continued to apply and requested the platform's Tmall customer service to intervene. Eventually, the seller refused to appeal again because the seller did not agree. Mr. Qiu said that he called Tmall customer service and the customer service said that he refused the refund. The reason for the complaint was that the merchant (Suning) believed that the phone could not be guaranteed because the buyer had dismantled the machine, so he did not agree to the refund.
On June 26, Mr. Qiu received an official phone call from Apple, saying that the result of the complaint came out, that is, Apple retained the test results and handling opinions of the machine for the first time. The machine did not meet the warranty conditions and could only be paid by the consumer. service.
On July 4th, Suning told the news that the first return to the consumer Mr. Qiu returned a refund. Regarding the "non-authorized modification" in the Apple test report, the follow-up will continue to confirm the review of the machine with Apple.