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Apple's Indian Users Say That Getting Their Devices Repaired In The Country Is A Problem

If Apple wants to own the smartphone market in India, it has more problems to solve than mere price, if you ask its customers there. When the battery on Deepika Mehrishi’s two-year-old iPhone 6s started draining after just a few hours, she trudged down to Futureworld, a chain of Apple-authorized service centers in New Delhi, India, where she lives. A new battery failed to fix the problem. So a Futureworld technician handed her a risk-waiver - to sign — acknowledging that her out-of-warranty device could be permanently damaged during service — so they could open up the device. Twenty minutes later, Mehrishi’s phone was dead.

350 replacement, roughly the cost of rent in parts of Delhi. Globally, Apple is renowned for top-notch customer service, but India is another story. Despite Apple’s long-held view that there are "huge opportunities there for us" in India, where it now has just 1% market share, fewer Indians are buying iPhones. And as the company struggles with slowing iPhone sales in China, its third largest market, rampant dissatisfaction with service options in India only complicates Apple’s problems overseas. The company did not comment on how such complaints affect its goals in India. Apple does not operate any stores in India, where government regulations stipulate that foreign retailers must get at least 30% of their manufacturing materials from vendors in the country.

For Apple customers like Mehrishi, the only option is third-party service providers — listed on Apple’s Indian website. There are two kinds: Apple premium resellers (which have large product showrooms) and Apple authorized service providers (smaller stores that may offer only service without a showroom). The stores may adopt aspects of Apple’s aesthetic, but they have their own names — like iZenica and Futureworld — and are independently operated. Customers in India say these outlets often provide terrible service, can take weeks to complete minor repairs, and set their own policies when devices - are out of warranty. It’s a far cry from the experience they expected when they chose Apple.

In a survey measuring customers’ willingness to recommend a company’s products or services to others by Mumbai-based business analysis firm RedQuanta and shared exclusively with BuzzFeed News, Apple scored - 22, among the lowest in the industry. RedQuanta, which counts companies like BMW, Ford, Google, and Microsoft among its clients, interviewed 550 Apple customers at 80 Apple authorized services centers in India. "Anything above zero is considered good," said Anushree Tapuriah, associate vice president of sales strategy at RedQuanta. In RedQuanta’s survey, Apple had some of the lowest scores for customer satisfaction, issue resolution, and empathy of store staff to customers and their problems.

RedQuanta - said 60% of respondents found staff in Apple service centers in India to be "arrogant," and common complaints included staff not being receptive to customers’ concerns about their devices. "The entire process seemed very transactional and non-personal, which isn’t expected from a brand like Apple in the rest of the world," said Tapuriah. By contrast, Samsung and Chinese smartphone maker Xiaomi, companies that sell a majority of smartphones in India, top RedQuanta’s charts for customer satisfaction with after-sales service in India. Both companies scored significantly better on metrics like accurately diagnosing the problem with a product and immediate resolution, Tapuriah told BuzzFeed News. In India, Apple does not own any service centers or retail stores whatsoever. Instead, we work with independent service companies called Apple Authorized Service Providers. These companies are authorized to work on your device without voiding your warranty, but as independent companies not owned by Apple, they are free to set their own policies about pricing and service costs and availability. These are not in any way determined by Apple.

There are fears that Apple is moving towards a stricter repair philosophy that would shut out independent repair shops entirely. Touch ID repairs are an example - as mentioned above, a Touch ID repair requires authentication via a specialized machine, and some repair shops worry that Apple might keep other repairs under lock and key in the future. Fixer's Mansoor Sufi, for example, referenced a recent issue that caused third-party displays to stop working after an iOS update. Apple will keep doing this, and eventually, everything will need to be Apple parts. According to iFixit's Kyle Wiens, the market would be improved for everyone with competition and access to OEM and aftermarket - parts, with repair shops able to provide better quality components through access to Apple part specifications.

Wiens does not believe there is a scenario where Apple device repairs will all be done with Apple-produced components even if Apple was forced to provide parts, simply because of the cost. The source that sent us the factory video was not without an agenda. 2 billion per year, a not-insignificant chunk of money. Looking at the iPhone repair ecosystem holistically, there's a disparity between what repair shops want and what Apple is offering. It's a fascinatingly complex situation where all involved parties feel their way is the better way, and it's easy to comprehend why. With no access to genuine parts or Apple component schematics, independent repair shops are going to keep doing repairs with what's available, and despite Apple's warnings, some customers are going to keep choosing what's cheap. Right to Repair legislation makes the entire mess more interesting, because the repair ecosystem seems to be heading for some major changes. Either these Right to Repair laws are going to pass, or the legislation will all fizzle out, giving Apple a clearer path towards proprietary repairs and the eventual phasing out of the independent repair - shop.

Any help on fixing this laptop problem? Ok, so I plug in my iPhone 4S into my Acer laptop (both around a year old and working fine) and the little jingle for insertion into USB port sounds, but that's all that happens. The phone doesn't start charging, nor does the computer recognise that anything's been plugged in (I've checked the 'Computer' folder, nothing's - there). Fairly sure it's not the phone - I plugged it into my mum's computer and it worked just fine - iTunes recognised it was there and opened immediately, and that's what my own laptop did until about a week ago. I've also tried plugging in my USB hard drive (it transfers files just fine) and my old 2006 4GB iPod nano (it charges and transfers music fine too).It just seems to be the iPhone 4S that my laptop doesn't like. Any thoughts on how I can fix this? Added (1). You guys didn't read the question properly: MY LAPTOP RECOGNISED MY IPHONE A WEEK AGO PERFECTLY FINE BUT DOES NOT NOW! Added (2). My laptop recognised everything I plugged into it a week ago, now it recognises everything else EXCEPT my iPhone! Any help on fixing this laptop problem?

Update: GasBuddy has now been updated that ‘resolves an issue that was causing some devices to crash’. Get the new version from the App Store. Apple has discovered an esoteric bug that is causing many newer iPhone models, including iPhone XS, iPhone X, and iPhone 8, to repeatedly crash and respring (display a black loading spinner) when the GasBuddy app is installed. The issue was first publicized by MacRumors. An anonymous Apple retail employee posted the fix on Reddit earlier. GasBuddy has said it is working on a fix. Apple retail has been advised to uninstall the app in the meantime. It’s not clear exactly what is causing the issue.

It is very rare for a single iOS app to be able to overload a system like this. GasBuddy is likely exposing some bug in an Apple system API like background task management. Neither Apple nor GasBuddy has disclosed a full explanation of what is going on. At the present time, Apple has not even made a public comment on the matter; retail store support employees have been notified of the problem in an internal memo. If your own iPhone is afflicted by this problem, restart the phone by pressing volume up, volume down and then holding the power button until the device reboots. You can then promptly uninstall GasBuddy when you return to the Home Screen.

You can re-download the app later when the fix is distributed. Until the bug is resolved, GasBuddy has temporarily pulled its app from the App Store. We are aware that some people are encountering issues with our iOS app. We're rapidly preparing an update we believe solves the issue and are making our app temporarily unavailable for download to limit the number of potentially affected users. GasBuddy is a pretty popular app so the scope of potential impact is significant. The next steps from here is GasBuddy releasing a fix for the specific problem with its app, likely followed by an iOS update that incorporates safeties that prevent another app from causing the same issue in future.

The iPod Touch is one of the premiere portable MP3 devices out there, building on the popularity and allegiance - to the iPod format and including the revolutionary software developments of the iPhone. Though it can bring in video clips, games and apps of all sorts, and photos, what is still central to the iPod Touch experience is listening to audio tracks. Though access to audio is necessary at all times for iPod Touch users, there are a lot of issues that can occur with your iPod Touch that can result in audio problems. Here are a few ways to troubleshoot sound problems on your iPod Touch when they occur. There can actually be a number of different reasons this is happening. The first place to troubleshoot this iPod Touch audio problem is to see if the Shuffle feature is turned on.

Start by going to the iPod Touch’s Settings and then to iPod Music Settings. From here you will want to see if Shake to Shuffle is on, which will change the track within the album. You may also find that this start and stop is occurring from a problem with the touch screen that may allow for a problem with the iPod controls. On occasion, a damaged pair of iPod Touch headphones can be the issue, though this is not near as common. If you are having problems with receiving audio playback or are simply not getting the volume you want this may be a problem of your iPod Touch’s Sound Settings.

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