I recently received a replacement iPhone 16 Pro Max through Apple's insurance service, paying a deductible of $150. I also have an active AppleCare+ subscription. Just five days ago, while I was out walking, I noticed my phone was slightly warm. When I checked it, the display was glowing green, as though it was failing. The device hadn't been dropped or exposed to any extreme conditions. Over the next couple of hours, the phone physically expanded, cracked the back glass, and damaged the display to the point that I was worried it might explode, so I threw it on my balcony.
I reported all of this to Apple with multiple photos. To my surprise, they blamed me for the incident, claiming that a heat warning should have appeared (it didn't) and denied any defect. Apple stated that the damage wasn't covered under warranty because it would have required a severe fall or impact, which hasn't happened. I'm frustrated and feel wrongfully accused. Would anyone be able to share their experiences, suggest escalation paths, discuss consumer protection laws, or whether pursuing legal action is a viable option? I'm not seeking free stuff, just some accountability!
4 Answers
You should definitely be careful with a swelling battery; it's a serious safety concern. Until you get it sorted, keep the phone in a safe area away from anything flammable just in case it gets worse. Good luck with trying to advocate for yourself!
Mentioning legal action often shuts down communication with customer service. You've already escalated to the engineering team, so they likely consider it closed. However, checking consumer protection resources might provide more insight on your rights, especially if you feel unsafe with the device.
It sounds like your battery might have expanded, which isn't uncommon for lithium-ion batteries. This type of damage should ideally be covered under AppleCare or at least warrant a closer look at the device. I'd recommend visiting an Apple Store or an Authorized Service Provider in person and showing them the damage. Just be aware that if your case is flagged, they might send you to a review depot, but it’s worth checking out directly at a store first.
I saw you mentioned photos related to your case. I tried the link you provided, but it seems to have permissions issues. If you could upload the images on a platform like Imgur, that would help everyone understand your situation better!
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