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bigjohnp
User level: Level 1 (8 points)

Unresolved repair since 9/20 – Case 1***7 / Repair D7***9 – need escalation and a replacement iPhone 16 Pro Max


Hello,

I’ve been an Apple customer for many years, and I’m writing because I’ve been without a working phone since September 20, 2026, and my case has been mishandled repeatedly.

Case number: 1***7

Repair number: D***9

My iPhone 16 Pro Max screen turned green and unresponsive on 9/20. After I called AppleCare on 9/21, a replacement was sent, but it turned out to be an upgraded model, which several advisors misrepresented to me when I asked about it. I returned it, and it arrived at Apple on 10/2. Since then I have spoken with six senior specialists, each of whom told me the one before had handled it incorrectly. The last told me to go to an Apple Store for a replacement. At Apple Grand Central on [date], I was told no replacement would be issued because my serial number is flagged as already replaced, and that fixing it could take another week.

I’m asking that:

  1. Someone take ownership of my case and contact me directly.
  2. The serial number error be corrected as an Apple system error.
  3. I be given a working iPhone 16 Pro Max as soon as possible, or a loaner in the meantime.
  4. My call recordings be reviewed so this doesn’t happen to other customers.

Thank you for your help.


I want to send this to Apple for a response. Can I?



[Edited by Moderator]

Posted on Nov 4, 2026 3:33 AM

2 replies

Jeff Donald
User level: Level 9 (64,078 points)

Nov 4, 2026 3:48 AM in response to bigjohnp

Hi, I can appreciate your feedback and sympathize with the frustration you are experiencing. However, this is not Apple Support. Apple and Apple Support do not participate in the communities here. They only moderate our posts to insure all user guidelines are followed in regard to content and user behavior. Your comments will not be reviewed by Apple. Everyone posting and commenting are just fellow Apple users like yourself. You can provide feedback to Apple using the link below.


Product Feedback - Apple


My advice at this point is to write a professional email, leaving out your four demands, to Apple CEO Mr Ternus. Mr. Ternus’s email is available with a simple Google search. Provide several means of contacting yourself. A member of the executive office’s staff will contact you within a few days of receipt and have several possible solutions for your consideration. Keep the email professional. Provide only relevant facts and express your frustration and disappointment. Good luck.

SravanKrA
User level: Level 10 (454,138 points)

Nov 4, 2026 5:00 AM in response to bigjohnp

This is a community forum where Apple users come together to share tips and troubleshoot issues.


Here, you can:

  • Dive into meaningful discussions: Get insights, share your experiences, and learn from fellow Apple enthusiasts.
  • Unlock the potential of your devices: Discover hidden features, troubleshoot problems, and get the most out of your iPhone, Mac, or any other Apple product.
  • Tap into a wealth of knowledge: Our community is full of Apple experts who are happy to share their wisdom and help you navigate the Apple ecosystem.


Apple moderates the forum to ensure a friendly and productive environment, but the real magic happens through user-to-user interaction. So, feel free to explore existing discussions, ask questions, and contribute your own expertise.



Please note that this is a public forum, so when attaching a screenshot, please avoid including any personal credentials such as IP addresses, card details, email IDs, Apple IDs, IMEI numbers, serial numbers, phone numbers, order IDs, invoices, or any identifiable location information if you are sharing a map and avoid using inappropriate phrases and abbrevations.



Hence, some of the following links which are relevant to your query may help you:


  1. Hardware repairs & tickets - Apple Authorized Service Provider
  2. Service grievances & questions --> Apple Repair and Repair Status Check - Official Apple Support
  3. Warranty & Apple Care+ issues --> Check Your Service and Support Coverage - Apple Support
  4. Shipping & Transportation queries - Shipping & Pickup - Shopping Help - Apple
  5. Repair costs or product or prices of part service & replacement -
    1. iPhone Repair and Service - Apple Support (IN)
    2. iPhone Screen Repair & Replacement
    3. iPhone Battery Repair & Replacement
  6. Any other issue --> Contact – Official Apple Support (IN) & Contact Apple for support and service


Originally posted at discussions.apple.com/thread/256388636