iPhone 18 Pro Max box open

[gtarahul]

I just received the new iPhone 18 pro max but the box was already opened! Spoken with an EE rep and she told me that it was due to inspection and warehouse checks! Is that normal as I never received an unopened box before?

[plhfc]

That absolutely doesn't sound right to me. I've always been told if the seal on the Apple iPhone box is broken then return it. 

[Linzi_H · Accepted solution]

Hi @gtarahul 

I can absolutely understand why you'd be feeling concerned, and you've done the right thing by getting in touch with our team directly. What they've advised is correct, and a portion of handsets are quality-checked to ensure they meet our standards. 

If you don't wish to keep the new device, please call back to discuss your options for return. Our team will log this to your account and advise the next steps. 

Or please visit the EE returns form to return this within 14 days. 

Linzi 

[PridsPridmore]

That seems pretty ridiculous. Why would EE think they’re more qualified to check iPhones than Apple themselves? Seal = all good. No seal = something is up

[ee_user14]

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@PridsPridmore wrote:

No seal = something is up

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No seal = reason alone to use statutory 14day return rights.

I'd be curious to ask exactly what "quality checks" EE undertake after breaking the seal. Specific details would be interesting, and potentially quite telling.

[Rupes12]

Just received iPhone 18pro max and the box had already been opened, I haven’t even bothered to turn it on, called EE for an exchange and was advised this is not possible, I haven’t even bothered to turn the device on as advised by EE. I was told take the phone to a EE store after arranging for a refund online. If I want another phone from EE I will have to go through the credit checks again meaning a hard check which will automatically impact my credit score. EE have failed myself and others by feeling it’s okay to open a factory sealed devise to please themselves that it’s up to standard!! What standard? This wouldn’t happen at an Apple Store.