Sara Afzal
Dear Apple Corporate Support, I am writing to request assistance regarding my recent in-store purchase and the difficulty I have experienced trying to exchange my device within the 14-day return period. I purchased an iPhone 17 Pro Max on February 23rd at the Apple Store in the Lansing area. This purchase followed a prior exchange of an iPhone 17 Pro. I am currently still within the 14-day return window for the Pro Max. After bringing the phone home, I noticed cosmetic scratches on the back of the device. In addition, I have continued concerns about the battery performance and camera quality. Although the in-store advisor ran diagnostics and indicated that the device passed testing, I am not requesting a repair. I am requesting an exchange under Apple’s standard 14-day return and exchange policy. When I returned to the store, I was informed that because this was my third visit, they would not exchange the same model again. I was advised to go to a different Apple Store, which is not conveniently located near me. I also contacted Apple Support by phone, and while I was offered the possibility of repair, I do not believe repair is appropriate for a device that was purchased just one day prior. I am simply requesting an exchange for the same model device under the standard return policy. I have been a cooperative customer throughout this process and would appreciate a fair resolution. Please advise on how this matter can be resolved promptly. Thank you for your time and assistance. Sincerely, Sara Afzal