I just went through a horrendous experience with an iPhone I bought in Thailand. For those of you who just want the moral of the story, it's this:
If you want to buy an Apple product in Thailand, do so on Apple.co.th. There they have quite a reasonable policy on returns and exchanges. Do not buy from any of the official Apple Retailers (there are no actual Apple Stores in Thailand yet) as they take zero responsibility for what they sell.
For those of you who want to have a little read. Here we go:
On Dec 23rd, I bought a 128 GB iPhone 7 Plus at Studio 7 Emquartier Branch in Bangkok. It turned on, the camera worked, you could swipe from side to side. Great.
On Dec 25th I gave the phone as a gift.
On Dec 26th, I set up the phone and noticed that when you plugged the charger into the phone, it made the sound like it was charging, and the lightning bolt icon appeared on the screen, but it wasn’t actually charging. The longer it “charged", the more the battery indicator went down.
I changed chargers and wires. I did a hard reset. I restored from a back up. I deleted all content. I turned off. I left plugged in all night. This morning after 'charging' all night, the phone wouldn't turn on at all. Clearly, the product was defective from the beginning.
As I am now in Chiang Mai, I visited Studio 7 here. They said that since I didn’t buy the phone at their branch, there is nothing they can do.
I called the Studio 7 Emquartier branch where I bought the phone. Unbelievably (to me anyway), I was advised that as a customer I have ONE DAY to exchange a defective product. After that I have to go to Apple iCare. So I just paid 35,500 Baht for a phone that doesn’t work at all, I tell the official reseller about it 4 days later and I'm told ‘it’s not our problem’.
I called Apple Thailand. They said that if I had bought from them online they would of course give me a new phone (as any normal company would). But because I bought from Studio 7, there is nothing they can do to help me.
My only option was to go to iCare and leave the phone with them. They will now send it to Singapore to try to fix it / replace it. But I have no right to insist on receiving a brand new phone from them. If they can open it up and replace the battery and make it work, I am forced to accept the now refurbished phone. In total it will be 3-4 weeks. I was offered a temporary phone, which was an old iPhone 6, which was kind of funny to me, but they didn't see the irony. To add a little insult to injury, iCare can't accept a phone with a screen protector on it. So they had to take that off and throw it away (and no they don't reimburse you).
Everyone I spoke with kept referring to ‘policy’. The policy is completely backwards and customers should be aware of the complete lack of responsibility that Apple resellers take in Thailand. Save yourself the hassle and buy from Apple.co.th.
Fully understand that this is a very first world problem and in the end I'll get some kind of working phone, but thought the story should be told. It's been enough to get me thinking about moving over to one of the high end Android phones, which I never thought I would hear myself say! If your customer service is abysmal, your hardware is arguably inferior to that of some of your competitors, and your OS a locked environment, then what is your USP, the logo?
Anyway, the old adage 'Buyer Beware' proves once again to be truer than ever in the Land of Smiles.