How I saved `14,000 on my iPad repair...

When Apple launched iPad 1 in India, I was one of the first few customers to buy it from the Reliance store in Bengaluru. I was so delighted that I didn't have any regrets ditching my laptop. And my tryst continued with iPad even after Apple launched newer versions. Free software upgrades were enough. I was happy being loyal to the old iPad and did not think of buying a newer model.

Until one day, after returning from a meeting, my iPad display screen turned all green and grainy. I was unable to view anything or work on it. I tried restarting, the hard reboot, restoring, and everything else that the Apple customer care suggested me to do. But sadly, nothing helped and I was told to take the iPad to one of the 3-4 service centers in Bengaluru.

I identified and called up one of the service centers only to be told that their policy was no repair of hardware, only replacement. So, would they replace it with the latest version? No, they would replace it with the same model for approximately `18,000. I had just run out of warranty as of April 12. I contacted one of my contacts in Apple and he was able to get me the discounted price of `14,465.

It still did not make sense to me. I would get a new one but it still would be the older model. I was troubled and spent the next couple of days in dilemma. Should I spend `45,000 and buy the latest one or get the older model repaired at the discounted price?

I decided to search online, and there I found an interesting servicing website. The website iKlinik (http://www.iklinik.in/) claimed over 2,000 satisfied customers and offered a walk-in repair service that would be done right in front of you.

I called the number (+91-9739151982) and Satinder, the guy on the other side, again offered me the standard do-it-yourself Apple process, which I said did not work. "Sir, bring it here, let's open it and find out what's wrong," he said. So I met Satinder, he checked the green and grains in the display. Opened the fragile iPad in 5 minutes, unhooked the display connectors from their slots, and went into another room. My iPad, fully open was like a patient on an operation table. And I waited...

I was astonished when he came back with a toothbrush in couple of minutes, cleaned the connecting slots, and said 'it's dusty'. He reconnected the display slots, switched it on, and the display was just back to normal - no green, no grains.

"Sir, it's working, let's test it for 5 minutes then I will re-assemble it." I asked him to run the NFS app which he did and the display was just fine.

"How much?" I asked him. "`500 sir". I paid him, thanked him, and was about to leave when he said, "Sir, can you give me your feedback online on my Facebook page?" I said, "you bet I will". He had earned another satisfied customer though.

I couldn't help smiling, thinking of saving `14,000, and regaining my iPad. I admired the ingenuity of Satinder. There was every aspect of outstanding customer service, though he was not an Apple employee. He was quick, direct, transparent, and offered me excellent value for money.

So, cheers to Apple users, for there are people who can make our day. And 3 cheers to the likes of Satinder, whose service of the fragile, out-of-warranty smartphones and tablets at a price that is a delight.

ANIL KUMAR RAVINDRAN
The author is senior vice president, CyberMedia, India

maildqindia@cybermedia.co.in