@Sunrise_Team I need someone with actual responsibility for repair case RS-0441-0747560-ME to intervene.
I submitted an iPhone 15 under the promised 24-month warranty because its USB-C connection, which had been unusually loose from the beginning, progressively deteriorated and now interrupts charging regularly.
Sunrise’s repair communication alleges improper handling and dirt or debris, but provides no technical report, photographs, description of the alleged contamination, test results or explanation of why cleaning would permanently remedy the defect.
I am offered only two choices: pay CHF 60 for cleaning or receive the still-malfunctioning device back unrepaired. The communication also threatens disposal if I do not choose within 30 days.
I disputed the diagnosis in a detailed written objection sent by A+ post. Swiss Post confirms delivery. I also submitted the objection through the Sunrise contact form. I expressly requested preservation of the device, the technical evidence and a reasoned written response.
I have received no substantive answer. Instead, Sunrise has sent the same standard communication three times.
The telephone number printed in the repair correspondence leads to a department that says it does not handle repairs and cannot transfer me to the repair centre. That department sends me to the shop. The shop says it cannot intervene and sends me back to the repair team, which Sunrise provides no means of contacting. The shop promised that I would receive a callback, but no callback occurred.
I am not asking the community to diagnose the phone. I am asking Sunrise to assign a responsible case handler and confirm in writing:
that my device will not be cleaned, altered or disposed of while the diagnosis remains disputed;
that the technical report, photographs and test results will be provided;
that my warranty objection will receive a substantive written response;
that a proper warranty repair or equivalent replacement will be arranged if Sunrise cannot substantiate its allegation; and
that I may retain the temporary phone until my own phone has been returned in reliably working condition or an equivalent functioning replacement has been provided.
I have the repair communications, my written objection and proof of delivery. I can provide the complete repair number and documents privately to the Sunrise Team.
Returning my iPhone unrepaired while requiring me to surrender the functioning temporary phone would not resolve the problem. It would simply leave me without a reliably usable phone.
I am not asking for special treatment or compensation. I want the ordinary outcome expected from a warranty process: a properly examined and reliably functioning phone, with the temporary device remaining available until that outcome has been achieved.
Note: I had to post it under “Mobile: Postpaid” since as one more step in this cycle of keeping me away from a solution, there was also no adequate community section for your sales of devices.