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21 Oct 2022
Bought an iPhone 14 Pro Max 128 GB from Courts S$1799 and paid S$270 for their 1+2 years in house extended warranty which Courts' sales staff claimed was "as good as OR even better" than Apple Care as they will pickup the phone for checking - simply by calling their hotline.
1 year later, 8 - 12 Dec 2023 faults appeared (@ Hokkaido Japan)
During Japan holiday trip
1. Intermittent shutdowns
2. Battery does not last long
3. Charging port loose
30 Jan 2024
I decided to have the phone checked. Received an email from Jonathan and submitted my INFO of the sales order/faults.
1 Feb 2024
No reply. Emailed them and Muhammad asked for my INFO again.
5 Feb 2024
Jatzen asked for INFO again and he disappeared.
13 Feb 2024
Called hotline and Ms Noraini asked for INFO again.
15 Feb 2024
Courts Mr Sani Bin Baharudin replied:-
"Charging port loose is an exclusion of the warranty. Also the warranty covers events happening only in Singapore. Refer to the attachments sent by the relevant department. Please monitor the other issues and if the issue persist, please let us know. We will keep the case open till end of the week."
21 Feb 2024
Mr Sani replied my queries:-
"Battery is not covered by the warranty. As per your 1st email, my colleagues here all had the same experience while they were in Japan. This is due to the cold temperatures there, Once they are back, their phone did not give them any issues. However, as per previously mentioned in the 1st email i've sent, the warranty is only applicable in Singapore but I have informed you to observe the phone, if after bringing it back it has issues, to contact us.
You have however informed that it is the battery issue. If you see the T&C of the warranty, battery is not covered by the warranty. Warranty only covers Electrical and Mechanical only.
We can engage our repairer to assess the issue with the phone but we need to inform you that if the issues are exclusion of the warranty, it will come with cost. Hope this explains our stance on the matter. Thank you."
28 Feb 2024
"As per your request to list down the warranty coverage, you may refer to our Terms and Conditions https://www.courts.com.sg/warranty/terms-and-conditions. The Terms and conditions are also at the back of your invoice on the purchase. We apologies we are unable to assist you further than this. Thank you."
5 Mar 2024
"Charging port loose has already been informed to you that is an exclusion of the warranty on February 15 via email. Just to recap, You reported that the phone intermittent shutdown on Japan trip. Battery does not last long and Charging port loose. This is to inform you that all those issues does not cover under the warranty. We have deemed this case as closed and will be sending you an official letter stating this."
24 Mar 2024
FYI Courts warranty is so GENERIC it is for air cleaners. bread toasters vacuum cleaners - and iPhones too!
Do you know Courts extended warranty does not cover electrical and mechanical faults - as confirmed by Mr Sani.
How about electronics faults?
Mr Sani refused to answer...
COZ IT IS NOT EVEN MENTIONED IN THEIR WARRANTY!
Send in my iPhone for the intermittent on off?
Now Courts REFUSED and CLOSED my case.
Till now - No email reply, no more customer supports, no official letter. Refusal to provide a list of iPhone parts/faults covered for my clearer understanding.
Thus my complaint being lodged here right now for public information.
Claimed loss: Refund my S$270 that I paid to get only BAD CUSTOMER SERVICES and COURTS USELESS extended WARRANTY that covers NOTHING.
Desired outcome: Refund my S$270 that I paid to get only BAD CUSTOMER SERVICES and COURTS USELESS extended WARRANTY that covers NOTHING.
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