Mac 💻 Book Air M3

Hello Apple,

Today, I visited the service center that was recommended to me, expecting to receive the high-standard support that Apple is known for. However, I encountered several serious issues that have left me quite concerned.

Firstly, the service center staff seems to entirely disregard Apple’s customer-centric policies and instead prioritize the interests of IBOX. This has led to a troubling conflict of interest, as they refuse to replace my device with a new one and insist on repair as the only option. This is despite the fact that I contacted them within the eligible two-week replacement period (just three days after purchase), yet they deliberately withheld this information from me and misled me.

In my opinion, this approach raises serious questions about their competence and integrity. Furthermore, they openly admitted that they are not an Apple-authorized service center, which makes me very uncomfortable trusting them with my device.

I am especially concerned by their lack of flexibility in accommodating my request for diagnostics within a single day, despite my offer to come at any time convenient for them. Instead, they demand I leave my device with them for several days, which feels unnecessary and inconvenient.

Having lived in Indonesia for over a year, I was initially excited to purchase my Apple device here, but this experience has left me disappointed and worried. Had I known there was no reliable Apple-authorized service center here, I would have reconsidered my decision to make a purchase in this market.

I kindly request your assistance in resolving this issue. I believe that Apple’s commitment to quality and customer satisfaction should be upheld, even in markets where authorized service centers are limited.

Thank you very much for your attention to this matter.