Apple 18 Pro Max quality defects

Question

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Apple 18 Pro Max quality defects

Apple 18 Pro Max quality defects，This phone can't access the internet or make calls; it's practically unusable except when connected to Wi-Fi. Yesterday, I spent the whole day trying to negotiate with Apple, but they not only couldn't resolve the issue but also kicked me out of the Apple Store. They refused to help me with anything and their attitude was adamant about not resolving the problem. I want to file a complaint against the store manager at 1 Stoneridge Mall Rd, Pleasanton, CA 94588.

iPhone 18 Pro Max, iOS 27

发布日期 2026年10月5日上午12:03

Answer 1

排名最靠前的回复

王涌鉴

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2,415 积分

2026年10月7日下午8:44 回应龙宝85

Hello,龙宝85

I’m very sorry to hear about the trouble you've experienced with your iPhone's cellular/calling functionality and the frustrating encounter at the retail store.

Since the Apple Support Community is a user-to-user discussion forum, fellow members here cannot directly process returns, exchanges, or store manager complaints. However, here are a few troubleshooting steps to check on the technical side, along with the official channels to escalate your issue and file a store complaint:

1. Cellular & Connectivity Troubleshooting

Before taking the device back in, you can try these quick software fixes to see if they clear a potential modem/baseband issue:

Reinsert SIM / Refresh eSIM: If you use a physical SIM card, remove the SIM tray, clean the contacts, and reinsert it. If you use an eSIM, go to Settings > Cellular and check if the eSIM status is active.
Reset Network Settings: Go to Settings > General > Transfer or Reset iPhone > Reset > Reset Network Settings. (Note: This will erase saved Wi-Fi passwords, but it often resolves cellular and baseband configuration glitches.)
Force Restart: Press and quickly release the Volume Up button, press and quickly release the Volume Down button, then press and hold the Side (Power) button until the Apple logo appears.

2. How to File a Complaint & Contact Senior Support

If the device is hardware-defective and your in-person experience at the Pleasanton store (Stoneridge Mall) was unsatisfactory, you can take these direct official paths:

Submit Retail Store & Management Feedback:
You can file a formal complaint regarding store management and service directly on Apple's official feedback page:
👉 Apple Retail Store Feedback
Select the California – Pleasanton (Stoneridge Mall) store, fill in your details, and describe your experience. This feedback is reviewed by Apple Retail Management.
Escalate via AppleCare Senior Advisor:
Contact Apple Support by phone or via the Apple Support App. Explain that you are experiencing a hardware-level cellular failure and request to have your case escalated to a Senior Advisor. A Senior Advisor can help set up a mail-in repair/replacement service or arrange an appointment at a different nearby Apple Authorized Service Provider (AASP).

Hope this helps guide you toward a swift resolution for your iPhone!