What’s the best way to escalate a disputed battery replacement charge with Apple Support in Hong Kong?
An Apple Store in Hong Kong fitted a genuine replacement battery in my iPhone 15 Pro in January 2026. The battery swelled less than a year later, while Battery Health still showed 97%. There was no known accidental damage. The store told me I would have to pay for another replacement without explaining why the charge applied. I declined to pay.
On 2 November 2026, I checked in at 6:50 p.m. for my 7:10 p.m. appointment. I received my first update at 7:25 p.m. Staff also declined to accept the phone for recycling and gave no reason. They took photos of the phone and said I’d hear back within a week. I left without a clear next step.
I’d like a manager to review my case and respond in writing within the promised week. I’m asking for a case number, a point of contact, a proposed replacement date, and an explanation for the appointment delay and the decision to decline the phone for recycling. If Apple still requires payment, I’d like to see the diagnostic findings and the service terms that support the charge.
