Unresponsive iPhone Pro Max purchased abroad

Question

Level 1

4 points

Unresponsive iPhone Pro Max purchased abroad

At the end of October, I bought a new iPhone Pro Max 2T in Thailand. Without any physical damage, its touch screen became unresponsive. By then, I had already arrived in China. Considering convenience, I took it to an Apple Store in Shanghai for repair. I was informed that the store did not have the necessary parts and the phone needed to be sent to a factory for repair. Four days later, which is this afternoon, I received an email notification that the phone will be replaced with a China-version refurbished unit. Is there any way I can prevent this from happening? Can I return to the country of purchase for repair?

Posted on Dec 8, 2025 6:09 AM

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Answer 1

LD150

Level 10

100,035 points

Dec 8, 2025 10:51 AM in response to AnthonyJiang

Returning to where you bought it is the only way to get it looked at. Mailing to a friend may work but they may not accept a third party.

Tech specs vary, This is why international warranty is a myth.

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Answer 2

AnthonyJiang Author

Level 1

4 points

Dec 9, 2025 4:52 AM in response to KiltedTim

To be honest, I don't feel any luck, I respect China's laws. However, the core of this conflict is that the warranty policy was not clearly explained before the repair request—or before the purchase. I can accept returning to the country of purchase for repairs, or receiving a replacement product in accordance with China’s policies. But such a neither-here-nor-there repair policy (it’s not a replacement it’s a refurbished Chinese version) makes me feel deceived.

I hope my case can serve as a reminder: when other people need cross- country repairs or make cross- country purchases, they must understand such potential issues in advance to prevent unnecessary losses.

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Answer 3

LD150

Level 10

100,035 points

Dec 9, 2025 5:27 AM in response to AnthonyJiang

AnthonyJiang wrote:

...

I hope my case can serve as a reminder: when other people need cross- country repairs or make cross- country purchases, they must understand such potential issues in advance to prevent unnecessary losses.

Don't worry, we spend a lot of our time giving those warnings to potential buyers or gray importers.

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Answer 4

KiltedTim

Level 10

224,886 points

Dec 8, 2025 11:10 AM in response to AnthonyJiang

It's a bit late for that now unless you still have physical possession of the original device. If you do, you will have to take it back to the country where it was originally sold.

You should count yourself lucky that you were offered a replacement at all in China since the phone did not originate there. It is against the law for a non China model to be provided either new or as a replacement in China.

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