Online search for Apple after-sales service, "Spend money to buy a lesson"?

Mr. Liu reported that he went to a store to repair his Apple phone. He thought it was an official authorized store, but later learned that it was not at all. Eventually, the phone was not repaired, and the problem now is that the motherboard of the phone is said to have been replaced and cannot enjoy the official warranty.

In January of this year, Mr. Liu bought this Apple 12 phone on JD.com for over 4800 yuan. Mr. Liu said that on April 25th, when his phone couldn't turn on, he found a repair shop in the Yuedu Business Building on Zhongshan North Road in Hangzhou.

Reporter: How did you find this?

Mr. Liu: I searched on Baidu and there was a phone call. I called and he said it was an Apple after-sales service, via text message, and gave me the address.

This text message reads: Dear Apple user, we have successfully made an appointment for you. The following information includes appointment times, travel routes, and more. Finally, I also wrote, thank you for your support of Apple products. If you have any questions, please call 400.

Mr. Liu: I think it's very formal. I think it should be an after-sales service point, so I came here because I took a taxi here for half an hour. If I repair it casually, I can repair it anywhere nearby.

On the same day, the maintenance point issued a list without a company name, stating "Do not start when water enters" and "replace power supply components". Mr. Liu said that he left his phone here for 3 days to repair, but couldn't completely fix it. He took it away and the store fully refunded the repair fee of over 1700 yuan.

Mr. Liu: When I took it out from them on the 28th, I went directly to the Yintai direct store. I went to the direct store and asked them to test it for me, but they said they couldn't find the serial number. After I brought it back, I contacted JD after-sales again and returned to the factory. Yesterday, they called me and said that my motherboard doesn't match my phone, and my serial number doesn't match either.

JD platform Apple authorized service provider customer service personnel: We refuse to repair this machine because it is like this and does not match the system, so it cannot be repaired.

Reporter: Does it mean that the motherboard does not match the factory?

Customer service: Yes.

Reporter: Are you JD after-sales or Apple after-sales?

Customer service: We are an authorized service provider for JD Apple.

Mr. Liu said that he realized that this repair shop was not officially authorized by Apple.

Apple official customer service: If you are referring to Zhongshan North Road, there are no after-sales stores, and Gongshu District is only located on Lishui Road and Fengtan Road. We still need to go to a professional after-sales store. If you need it, you can download an "Apple Support" where you can find the nearest after-sales store, which is officially authorized.

Mr. Liu believes that the motherboard of the phone has been replaced by a repair shop. The reporter found this repair shop, with the front door reading "Customer Repair Center Hangzhou Area" and no specific company name. A store manager Lin said that they cannot replace the motherboard.

Manager Lin: I remember him very clearly. He came to repair it on the 25th for over an hour, and then he took it away. The next day, his phone broke again and he brought it over for repair. I let him go for three days.

Mr. Liu: In that room, he handed me his phone, said he wanted to test it, and took it back.

Manager Lin: Come on the 26th.

Mr. Liu: That's him. We're in that room, and when you give me your phone.

Reporter: Master Huang, right.

Manager Lin: Don't interview anymore, let's go to the business department to handle it.

Manager Lin said that on April 25th, Mr. Liu took away his phone and came to repair it on the 26th. This time, he handed it over to a master Chen from another repair point for handling. As he spoke, Manager Lin dialed Master Chen's phone number.

Manager Lin: The client is now bringing the reporter over for an interview.

Reporter: On what day did I receive it from you and entrust you with maintenance?

Master Chen: Who are you asking?

Reporter: I'm asking you.

Master Chen: Why should I answer your question?

This repair shop does not have monitoring installed, so it is difficult to obtain accurate proof whether Mr. Liu took his phone on the 25th. Even if it can be proven, it cannot be confirmed who has the problem with the motherboard.

Reporter: He said he came here, mistakenly thinking that you are the official after-sales service of Apple.

Manager Lin: We didn't mention official after-sales service, where do you think we should write official?

Reporter: I saw something written on the text message about an apple.

Manager Lin: Apple's customer repair service is not an official after-sales repair service, but a customer service repair service center. You know, no one told him officially.

Before entering the store, the reporter had contacted this repair shop, and the staff who answered the phone said so.

Staff: Hmm.

Reporter: Are you the official after-sales service provider for Apple phones?

Staff: What is the problem with the phone?

Reporter: I can't start the machine.

Staff: You can bring it over and check if there is any problem.

Reporter: Are you an official after-sales service provider?

Staff: This is where the appointment is made, you know.

Reporter: Is it an official point? If not, I won't come. Is it an official point?

Staff: No.

Reporter: No, it's at the Yuedu Building, right?

Staff: Yes, yes.

Mr. Liu: Most people don't look too closely. When they see 400 phone numbers, they feel that they are officially authorized. This thing is very urgent when the phone is broken, so they don't pay too much attention to it. They just spend money to learn a lesson from this matter. I hope everyone knows about it.

Mr. Liu said that he has filed a complaint with the market supervision department.

(1818 Golden Eye)