I handed my iPhone 14 Pro Max to Aptronix, an Apple Authorised Service Provider in Visakhapatnam, India, on August 8 for a battery replacement. The signed intake job sheet described the phone's physical condition as normal, and I did not request any display or touch-screen work. Afterward, the service centre said the display assembly was separating and warned that replacing the battery could cause display problems. They later showed me photographs dated around August 12 and are treating the separation as a pre-existing issue. They have quoted approximately ₹40,000 for a display replacement. Since the intake paperwork did not record any physical defect, what documents should I request, and what is the best way to escalate this with Apple and the service provider?
2 Answers
The signed intake condition report is important evidence. If the display was visibly separating when you handed over the phone, that should normally have been recorded on the job sheet or supported by intake photographs. Ask the service provider in writing for every record from August 8, including intake photos, inspection notes, technician comments, diagnostic results, timestamps, and the reason they believe the condition existed before submission. Keep copies of the job sheet, later photographs, quotations, receipts, and all messages. Then escalate the dispute through Apple’s official support channels and request a written explanation of why a defect not recorded at intake is now being attributed to you.
Ask them to put their position in writing rather than relying only on a verbal explanation. The key questions are whether the phone was photographed when accepted, whether the display separation was visible at intake, and whether the battery replacement was actually attempted or completed. Don’t authorise a ₹40,000 display replacement until the responsibility issue is documented and reviewed by Apple or the appropriate consumer-protection authority in India.
That is what I’m trying to establish. I’m requesting the original August 8 photographs and inspection records so there is a clear comparison with the images taken several days later. I’m also preserving all paperwork and written communication before escalating further.