iPhone Bali - Patronize at your own risk!

hmbphd

I am writing to share my experience at iPhone Bali. I stupidly dropped my unlocked American iPhone 4 in a toilet. I rescued it quickly and dried it out for a week, but it still didn't work.i researched a bit online where to take it for diagnosis/ repair. It is difficult to find up-to-date information anywhere about iPhone service, so I went to what I thought was an "authorized" Apple dealer on Sunset Road - iPhone Bali.When I got there my phone would not even turn on. I was told that it would take 2-3 days to "diagnose" my phone, and that I would be called before any repair or cost-incurring services would be performed. That was okay - my phone is still under warranty in the US (although I know water damage is excluded). But diagnosis alone shouldn't void the warranty.Two days later the shop called me, asking me if it was okay if I lost all my data. I said "yes, just tell me if you can fix the phone."I was patient - called them a week later. Was told that my phone would take another week to diagnose because, I was reminded, when I brought it in it couldn't even be turned on. A week later I went back to the store. "One more week for diagnosis" I was told. Okay, I'm trying to be patient. But I'm starting become suspicious.Another week, and I went into the store. They said, "still don't know if we can fix it." I said, "that's okay, but I want my phone back." I was told that I could get it back in two days because they had to "put it back together." Ugh.Two days later I received a call saying that my iPhone "couldn't be fixed." I could pick it up any time.When I went to pick it up, I waited patiently for service while employee Kartika did routine service on a phone (no customer there). No greeting, hello, wait a minute - nothing. Finally, when she got up to go to the back room I asked her if I could please just pick up my phone.Kartika came back with the phone saying that the mother board needed to be replaced. Funny, considering on the phone I had been told that it couldn't be fixed. I said, "how much?" She said "At least Rp 500,000 or more and another three weeks or more." Then she demanded Rp 50,000 for the diagnosis. There was no mention of this charge when I dropped off the phone and I told her so. She said that "her friend" had most certainly told me that the diagnosis would be 50,000. I refused to pay, gathered my phone, and left the store.I found a more reputable iPhone person locally who "diagnosed" my phone in about ten minutes (for free) then opened up the back and discovered that yes, I needed a new mother board, but that iPhone Bali had cut the cover of my mother board open - thus voiding any warrantee. No, the mother board doesn't work, but at this point we have no idea why.I went back to iPhone Bali quite upset, with an Indonesian friend to help me with translation. Novita and Kartika at the counter can speak some English, but either have a lack of skill or sudden onset amnesia with an upset customer. I asked to speak to a manager - Novita is "Supervisor on Shift." She went on to repeat to me a totally fabricated list of events that had led up to this moment with my iPhone - including INSISTING that they had called me and told me that they would have to cut open the case around the motherboard of my phone to fix it - and that I had given them permission to do so. I said that they had told me it couldn't be fixed, so that was a lie. Then Kartika insisted that she had been sitting right next to "her friend" when she had called me to receive my permission to cut into the guts of my phone. I said, "Why would I give that permission knowing that that would void my warranty?" Void expressions, and more lies... I asked to see the notes they had on my iPhone repair. I had seen them look this up on the computer before, so I know it's there. Conveniently, "the server is down." They couldn't access that information. And Novita had the nerve to tell me that when I initially brought my phone in they told me they would need to cut into the guts of the phone to diagnose it. I said, "When I brought my phone in it wouldn't even turn on - how would you know that you would need to cut into the motherboard before diagnosing it?" Another blank look, more excuses, more lies. My friend then says, "It's alright, we will come back tomorrow to talk to your boss." I said, "Wait - we don't know if the boss even lives here!" Novita says that the owner of the store lives in America. I said, "Great. Because Americans know about good customer service. And if, in fact, your boss is American, s/he will be upset about this. Can I please have your boss' number?"Novita attempted to call the owner - no answer. I then asked for the phone number. I have called repeatedly - no answer.I was then faced with the question: "what to do?" I called the reputable diagnostician and asked him if there was any place in Bali to get an iPhone mother board replaced. He said no place in Indonesia that he knows of. Send it to America or Singapore. So can iPhone Bali really repair this? And at what cost/ time frame?I was offered no options except leaving it and being charged [B]at least [/B]Rp 500,000 and waiting [B]at least [/B]3 weeks. No go.I'm going to send this phone back to America with a friend to see what our friendly iPhone store will do. Maybe nothing, maybe give me a new phone, maybe give me a big bill to replace the motherboard. At this point I don't care.What I do care about is there is a business here in Bali that claims to be able to diagnose problems with iPhones in 2-3 days (and takes upwards of 3 weeks) and then either fakes/ makes a problem to make a repair or just plain lies about a chain of events to extort money. I hope no one else here experiences this kind of frustration or financial loss. I paid a lot of American $$$ to buy myself out of my contract and get my phone legally unlocked to use here. Yes, I'm a dumbass who dropped it into a toilet, but that doesn't give a local company any excuse to ruin my phone and then attempt to extort money for a repair I'm not even sure they can do.Shame on iPhone Bali. I will be reporting this event to Apple as well. I hope they not only lose local business but that their authority to do anything with Apple products is revoked. Disgraceful.

Andrew

Shame on iPhone Bali. I will be reporting this event to Apple as well. I hope they not only lose local business but that their authority to do anything with Apple products is revoked. Disgraceful.[/QUOTE]I bet Apple never heard of them ...

hmbphd

Andrew - you are correct. Unfortunately anyone can put an Apple logo up and pretend to be an "authorized" dealer, service center, or re-seller. They suggested I contact local law enforcement (right!) I think the fact that this thread has been viewed 173 times in less than 24 hours might have the desired effect...

balibule

hmbphd

Great idea :)

mugwump

[b]Similar incident at Rimo[/b]After accidently giving my Razr cellphone a bath I had a similar experience at Rimo, but not with a shop representing themselves as dealers. Another time a different shop at Rimo stole the audio board from my Toshiba computer after taking it in for repair. Hopefully the spelling is correct "Rimo" is in reference to the large building on Jl. Diponegoro in Denpasar that house numerous tokos catering to the techtronics trade.

calitobali

Not really surprised. What baffles me more is how difficult it can be to track down simple Apple products thoughout the 5 or so "authorized resellers" in Bali. I remember one day driving around to all of them looking for a simple Apple Wireless Keyboard. Finally found one, the last one at the store next to warung Made in Seminyak.The thing that baffles me most about Indonesian businesses is how generally unwilling the staff are to attempt to order a product that is out of stock.

hmbphd

Sorry to hear, Mugwump. That was going to be my next step (taking it to Rimo) but after calling Apple seems it's best to send it back to the US with a friend and see what my friendly local Apple Store (a REAL one) will do. Best case - free new phone (happens sometimes). Worst case: I must pay $450 for a new phone because the old one was irreparably tampered with by a hugely incompetent "technician." If so, I'll just save my pennies for a new one. Sucks. But I just want people to know because this is a very busy shop, and no one is told that there is a 3 week plus wait for diagnosis (I've been in there enough times to know the script).

JohnnyCool

Hi heatherSo sad to hear how you've been royally stuffed around by these cyber-cowboys. Unfortunately, yours is not a unique case. This sort of BS happens quite regularly.Stories about internal components being stolen (or replaced with inferior ones) are quite common.Not all repair places are rogues, but if you strike one that is, that's real bad luck.A reputable Apple agent would most likely have sent it to Jakarta for "repairs", if they couldn't fix it on-site.I had an LG cell-phone a few years back that was playing up. I took it to a shop in "Cell World Street" (Jalan Teuku Umar) in Denpasar. I asked for a diagnosis and quote before any actual repairs wre done. After a couple of weeks, I phoned them and was told my phone was "fixed".When I went to collect it, it had the same "problem" as before, only worse. And then they asked me to pay some ridiculous amount. I refused and asked to speak with the "manager". They told me he wasn't there. So I said, "OK - I'm going to bring some police here". That did the trick and the "manager", (who was there all the time next to me), told me to take my phone and I didn't have to pay anything.Later, I took the phone to the official LG Service Centre. There were all kinds of bits and pieces either missing or replaced from the original phone. Some "parts" were even rusty. The phone was less than six months old and I hadn't dropped it into a toilet or gone surfing with it. I had to throw it away.Anyway, I know that this doesn't solve your problem. I just hope Apple in America give you a new phone, because I believe you deserve one.And @[B]mugwump[/B]"RIMO" is now called "RTR". Most of us still call it RIMO, just like we still call "LOTTE MART" [B]MAKRO[/B].

Markit

For the best "Apple" guy in Bali go to the place opposite that Bali Mall (think it's Rimo? Lots of little shops all gathered together under a multi-story department store kind of deal). Up the dead escalator 1 floor - to the left of the main entrance - when you come up you can go either right or left - [U]don't[/U], go straight along to the end to a little shop with no name and no visible business EXCEPT masses of Iphones, pads, etc in the shelves and one thin, tireless guy who knows everything Apple. His Name: Denny, speaks excellent English - His Phone number: 0815 253 3600Call him first to assure yourself he's real and then take your phone there. Basta!

hmbphd

Thanks, Markit!

Markit

My pleasure, hope it/he brings you some joy.

hmbphd

Yeah, JohnnyCool, it's so typical here I almost didn't post this. But as this seems like a new and VERY busy business, I thought others should be warned.BTW - the owner has contacted me - said she would "verify my story" with staff and get back to me. That was 10 hours ago. And as stated, the staff are loose - at best - with the truth.I think the best action here is how many people have read this post.Thanks for the words of support, common stories, and advice. Greatly appreciated.

hmbphd

UPDATE:Met today with owner Gusdek - he could not have been more polite and apologetic. Offered me a VERY good solution to the problem. I'm keeping my fingers crossed and will report the outcome next week.It was nice to see a receptive business owner here who not only admitted that his staff probably made a mistake (or two) but who also was willing to work out the problem with absolutely no haggle or hassle.

Markit

Well done. Praise where praise is due.

hmbphd

Final resolution:Gusdek offered me an UPGRADE to my un-fixable iPhone 4G to a 4 GS with more memory (my choice to upgrade or get the same phone for much less) for a very reasonable price. Even in the US I would not have gotten this deal for a phone I dumped in the toilet. SO, long story short - great service and result after all.Again - I have to say that Gusdek is a fantastic business owner. Oh, and Novita redeemed herself as well with great service, an apology, etc.Note to all: I hope that in the future, if we do have positive resolutions to issues we post about here on BaliPod, we can correct and revise as necessary. It's a great forum to get the word out, and it turned out to be a powerful tool for me with this business owner. As guests in Indonesia and Bali, I think it's the least we can do to keep things current and honest. What Markit said, "Praise where praise is due." AKA karma :)