Dear Apple Customer Relations Team,
I am writing to formally raise a complaint regarding the pinkish discolouration on my iPhone 17 Pro Max and the unsatisfactory customer service I experienced during my recent visit to your store.
Device Details:
● Device: iPhone 17 Pro Max
● Date of Purchase: 25 December 2025
● Warranty Status: In Warranty
During the physical inspection, your service team observed and verified the pinkish discolouration near the LiDAR sensor and on the top enclosure. The service report also records no damage to the display, back, buttons, enclosures or rear camera. Despite these findings, I was informed that the discolouration is a cosmetic issue and is not covered under Apple’s warranty.
I respectfully disagree with this decision and request a proper technical assessment to determine whether the discolouration could be a manufacturing or exterior-finish defect. I purchased this premium device expecting its original finish and quality to be maintained under normal usage.
I am equally disappointed with the customer service I received during my store visit. I had to seek assistance repeatedly and did not feel that my concern was being given appropriate attention. My experience left me feeling that prospective customers were receiving more attention than an existing customer who had already purchased an expensive Apple device and was seeking legitimate after-sales support.
I believe that customers should receive the same level of professionalism and attention after purchasing a product as they do before making a purchase. This experience has significantly affected my confidence in Apple’s after-sales service.
I therefore request the following:
1. A formal review of my case by a senior Apple technical adviser or the appropriate customer relations team.
2. A detailed technical assessment of the verified discolouration and a written explanation of the basis for denying warranty coverage.
3. Completion of the pending Liquid Contact Indicator (LCI) screening and confirmation of the findings.
4. Replacement of my iPhone 17 Pro Max with a new device under warranty, subject to a fair reassessment of the issue.
5. A formal review of my store experience and a written response addressing my concerns.
I have retained the service report documenting the discolouration and the inspection findings. I am prepared to provide the report, purchase invoice and photographs as supporting evidence.
I am not satisfied with having my concern dismissed as merely cosmetic without a satisfactory explanation of its cause. I request that Apple take this complaint seriously, escalate it appropriately, and provide a fair and transparent resolution.
Please confirm receipt of this complaint, share the escalation or case reference number, and respond in writing regarding my replacement request.
I purchased an Apple product with high expectations for both quality and customer support. I hope Apple will take responsibility for reviewing this matter fairly and restoring my confidence in the brand.
