In December, I purchased an iPhone 17 Pro Max directly from the online Apple Store. From the very first day, I took exceptional care of the device by using a full-coverage protective case and a high-quality tempered glass screen protector. Despite these precautions, about a week ago the phone slipped from my pocket and fell to the ground. The impact was not particularly severe, yet immediately afterward two white lines appeared across the screen from top to bottom.
I have been an iPhone user for many years and have never experienced a durability issue like this before. Considering the relatively minor nature of the drop and the level of protection I had in place, I was extremely disappointed that a premium flagship device suffered such a serious display problem.
Although the screen itself is not cracked and there are no visible fractures or structural damage to the phone’s body, I contacted Apple support on June 2, 2026, at approximately 5:00 PM to discuss repair options. During that conversation, I was informed that the repair cost would be approximately $1,323. I was also told that the phone’s frame, where the impact occurred, would need to be replaced as part of the repair process.
Being presented with such a high repair cost despite carefully protecting the device has significantly affected my trust in Apple and my overall customer satisfaction. I believe that a premium device at this price point should demonstrate greater durability under normal everyday use.
For this reason, I respectfully request that Apple repair my device free of charge as a customer satisfaction gesture. If a repair is not possible, I would appreciate consideration for a replacement device. I hope Apple will review my case fairly and provide a solution that reflects its commitment to customer care and product quality.
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