iPhone 16 Pro Max New or Refurbished Replacement?

[gandalfhan]

I just got off the phone with EE because my iPhone 16 Pro Max is damaged and not running as it is supposed to be. They said because I’m under the 14 days of return/grace period, I’ll be able to get a free replacement device.

I asked whether it would be a brand new or refurbished and they said they can’t answer because it is out of stock and „back office” will contact me few days later and continue the case.

Does anyone know whether it would be a refurbished or new device? Or anyone who got replacement phone in the past, did you get a refurbished or new?

Thanks 🙂

[Katie_B · Accepted solution]

Hi @gandalfhan 

Thanks for using the community page. I am gutted to hear your new iPhone is not working correctly, when your phone has a fault within the first 14 days it would be replaced with a brand new replacement. 

Katie

[Baxy87]

Hi just wondering if you had heard anything yet from the returns team? I also am awaiting a replacement no time frame given. Although I was told the 28 day time frame is for new orders. Stock will come in before 28 days and be sent out to orders prior and to fulfil exchanges. 

so fingers crossed we won’t be waiting too long. Mine was a pain as it was an anytime upgrade and they are now expecting a device back that I will need to continue to use. 

[Leanne_T]

Hi @Baxy87 

Thanks for coming back to the community, I am sorry you are waiting for a return. 

Please let us know when you hear back, hopefully this won't be long for you. 

Leanne.