Conflicting MacBook Repair Diagnoses and Service Centre Asking Me for “Unboxing Video

Hello Everyone,

I am facing a very concerning situation with my MacBook repair and would appreciate advice or similar experiences from this community.

I first submitted my MacBook to iPlanet Care Mahadevpura in Bengaluru, an Apple Authorized Service Provider. They diagnosed the device with liquid damage and quoted ₹25,900 for repair, sharing images as proof. Since I have never exposed my device to liquid, I was not confident in this assessment.

I then retrieved the MacBook and opted for Apple’s direct send-in service. The Apple Service Centre’s diagnosis was completely different — they only found a logic board issue, repaired it, and returned the device in working condition. No mention of liquid damage was made.

After receiving my MacBook back, I also noticed scratches and a dent. When I raised this with the service centre, instead of checking their own intake/unboxing records, they asked me to provide an “unboxing video” of my device to take responsibility. As a customer, I found this unreasonable, because I was never told I needed to record proof before handing over my MacBook.

This entire experience has left me confused and concerned:

• One service provider claims liquid damage, Apple’s own centre says logic board issue only.
• The service centre is now asking me for an “unboxing video” that I obviously don’t have, instead of reviewing their own intake process.

I would like to know:

• Has anyone else faced similar contradictions between an Authorized Service Provider and Apple’s direct repair service?
• Is it standard practice for customers to provide “unboxing videos” when submitting devices, or should the service provider be responsible for documenting intake condition?
• What is the best way to escalate this so I can have confidence in Apple’s service network going forward?

Any guidance or suggestions from the community would mean a lot.

Mail by iPlanet Care:

Scratches after receiving the device back from send-in service:

My Case ID: 10*******0

Thanks,

Jitesh

[Edited by Moderator]