Apple Refused to Replace My Unused AirPods Max with a Visible Defect
On November 9, 2024, we purchased an AirPods Max for ₺26,999, along with other devices, from Apple’s Kadıköy Bağdat Caddesi store in Turkey. Due to the crowd, the Apple representative M*** advised us not to unbox the products in-store. The items were packed in two bags, and we left. At home, we discovered a visible defect, specifically a scratch or dent, on the AirPods Max, which remained untouched and unused. We returned to the store within the 14-day return period, where M*** directed us to H***, who examined the issue and consulted the technical team. H*** later claimed the defect was cosmetic and did not qualify for a replacement or refund because the device was functional, even though we only requested an exchange, not a refund. We escalated the matter to Ö***, the technical lead, explaining that the product was unused, with zero charge cycles. He took the device for further inspection and, after 45 minutes, stated that no replacement could be made unless we paid ₺22,499 plus VAT, which is nearly the cost of a new unit. They refused to provide their last names, and no store manager was available despite the store being within operating hours. We will pursue legal action.
