After the Maxis iPhone 5 launch, SoyaCincau, Malaysian blogger, published a photo of new iPhone 5 photo with scratches/scuff out of box. That’s sad when you found out your precious is not in perfect condition, as soon as you unbox.
Out of curiosity and for the benefit of my readers & followers, I asked the Maxis customer support team on Twitter regarding the issue.
— Liew Cheon-Fong (@liewcf) December 15, 2012
It took them a few days to return a confirmed answer and the answer is disappointed.
Maxis says “No warranty”
After checked with Apple, Maxis told me that the scratches on new iPhone 5 is considered a “cosmetic damage”, which is not covered under the manufacturer (Maxis, in this case) warranty.
Worse still, Maxis refuse to cover warranty even if you unbox Maxis iPhone 5 immediately in front of Maxis counter and found scratches on your new iPhone 5.
How about Celcom and DiGi?
Follow up the question, I asked Celcom and DiGi the same question too.
Celcom replied with a more positive answer:
Hi Liew Cheon-Fong, if it’s a proven manufacturer defect, you can surely claim warranty..
That’s said, you need to convince them that the iPhone 5 is a “manufacturer defect” and not “cosmetic damage”.
DiGi not yet reply.
Apple Care in Malaysia
Regarding the issue, SoyaCincau contacted Apple Care and the respond is disappointing.
In Malaysia, if you purchased an iPhone and its defective, you will have to take your claims for a replacement with the retailer that you bought the device with and not with Apple. It is up to the retailer to replace your defective unit.
About iPhone 5 Scuffgate
The new iPhone 5 with aluminum back cover scuff/scratches problem was reported few months ago when USA customers received their units. Customers claim that their iPhone 5s were scratched straight out of the box, with the damage underneath the protective film applied to iPhone 5. Some customers also complain that iPhone 5 pick up scratches too easily.
Apple Senior Vice President of Marketing, Phil Schiller, responded to scuff gate:
Any aluminum product may scratch or chip with use, exposing its natural silver color. That is normal.
In USA, Apple give iPhone customers 30 days money back refund if you are unhappy with your new iPhone 5.
Many other parts of the world, including Malaysia, do not have the same customer protection.
According to a Malaysia LowYat forum survey, 137 members claim they received iPhone 5 with scuff.
Protect customer right
With belief of customer right, despite whatever telcos say, you are advised to check your iPhone 5 in front the counter for scratches, death pixels, capacity, serial, IMEI, etc. Raise any issue immediately, keep calm, stand still, convince them that it’s a “manufacturer defect” and insists a satisfy answer.
What’s your comment?