Customer Name: Durgesh Bhatt
Email: du*****@gmail.com
WhatsApp: 87*****32
Complaint Type: Other
Company/Brand: Realme
Product/Service: Product- Realme narzo 70 pro 5g; IMEI number: 864839074932035, 86483907932027; Service Center Visited: realme Authorized Service Center Ram Ji Services (Bijnor, Uttar Pradesh)
Order No / Service No: 402-2046866-0077950/ Job Sheet No.- IN70-003-R250813007
Issue Description: I purchased a Realme smartphone (invoice available) which developed screen issues during the warranty period. The display started showing black/purple patches, but it was intermittently becoming clear and functional before I submitted it for service.
I submitted the device at the Realme authorized service center (Job Sheet ID: IN70-003-R250813007). After their inspection, they claimed that the phone had suffered liquid/oil ingress and denied warranty service, categorizing it as “Customer Induced Damage (CID).”
However, this assessment is incorrect for the following reasons:
No prior exposure to liquid – The device has never come in contact with oil or water.
Pre-service evidence – I have photos of the screen malfunction before submission, which clearly show an OLED/pixel failure pattern, not liquid spread. The screen was intermittently clearing up, which is inconsistent with liquid damage.
Post-service condition – After the service center opened the device, a new visible mark appeared along the edge of the screen, suggesting mishandling during reassembly. This mark was not present earlier.
Lack of transparency – Despite repeated requests, the service team has not provided conclusive proof (such as corrosion images or internal liquid traces) to support their claim.
This is a manufacturing/technical defect in the display and not customer-induced damage. Denying warranty under the false pretext of “liquid ingress” is unfair.
I request that Realme honor the warranty, replace/repair the display free of charge, and provide a fair resolution.
Supporting documents: Invoice, job sheet, pre- and post-service photos, and service emails are available for verification.
Date of Incident: 11/25/2024
Company’s Response: Yes, first contacted by visiting the service center; the experience was very bad. They didn’t even consider our point and imposed the liquid damage on us. Tried to reach out through customer care on call support multiple times. Visited the service center as per the customer care executive’s suggestion. After insisting for job sheet got the JOB Sheet ID, but no technical report was shared on that or the full inspection details, just the outside screen photos.
Additional Comments: I request that Realme honor the warranty, replace/repair the display free of charge, and provide a fair resolution.
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