Will Apple replace my faulty iPhone 16 PM

Hi,

Totally understandable that you’re feeling frustrated — you just spent a lot on a brand-new iPhone 16 Pro Max, and it’s failing at the most basic level. Here’s a clear answer based on Apple’s policy and your situation:

Will Apple replace your iPhone 16 Pro Max?

Yes — almost certainly.

Since:

• You bought the phone just 2 weeks ago,
• You already have AppleCare+,
• The device is showing major issues (random restarts), and
• The second diagnostic test failed

Apple will very likely offer a replacement if they can’t resolve the issue in-store.

Will it be brand new or refurbished?

That depends on how Apple classifies the replacement:

• Within 14 days: You’re typically eligible for a brand-new unit (full refund or replacement).
• You might be just past this window — but since the issue clearly started within that period, explain that in-store.
• After 14 days (but under AppleCare+): Apple usually gives you a like-new certified replacement, which is refurbished, but:
• These are often indistinguishable from new, with new batteries, outer shells, and full warranty.
  • If they don’t have a refurbished unit in stock (especially this early after launch), they might give you a new unit anyway.

What You Should Do at Your Appointment:

• Be calm but firm — explain that the issue began within a week of purchase, and it’s making the phone completely unusable.
• Mention the diagnostic failure and how often it’s restarting.
• If you’re just outside the 14-day window, politely push for a new unit based on the early issue and how quickly it worsened.
• Ask directly: “Will this be a new replacement or a refurbished one?” They’ll tell you honestly.

Final Thoughts:

You’re completely justified in being upset — this kind of issue should not happen on a brand-new flagship phone, and Apple usually recognizes that. The good news is: you’re covered, and you’ll either walk out with a fixed phone or a replacement very soon.

If they offer a repair but you’re uncomfortable with that given how new the device is, you can push for a replacement — and AppleCare+ gives you more leverage to do that.

Let me know how it goes or if you want help wording anything for the Genius Bar team.

I was just wondering if they can’t fix it will I get a replacement for free?

Yes

And will it be brand new iPhone or refurbished?

It is up to the store to decide.

This is me tho :)

Rubbish, all your responses in the posts you reply to are very obviously AI generated.

You should have at least 14 days, but if you’re close a manager may modify the return in limited situations. The iPhone you’ll receive, if necessary, is what is called a replacement model. It’s provided in a generic white packaging. Apple Store employees do not have the ability to determine the status of a replacement iPhone. It could be a new device and it also might be an Apple refurbished device. The terms and conditions of the Apple Warranty include the description of iPhones used for warranty replacement.

No one will be able to make any determination on what the store will offer you, not even an AI generated response. The one policy that seems clear is returning the device within 14 days for a full refund (which does depend on your region). There is no exchange, it is a refund, followed by a purchase. If sent in for repair, the device may get fixed, you may get a refurbished device, or you may get a new device. All that is at Apple's discretion.

Yes, if you can go in early, that works to your benefit. But if not, you call and talk to a manager. I’m a former Apple Store manager and managers will work with you to reach a resolution.

Please let me know how everything goes. 😀😀😀

You’re getting a lot of misinformation from your AI generated responses. Just tone it down.

What country are you in? Generally Apple offers a 14 day return policy. Gather the accessories and return the device. If you’re close contact the store and speak to a manager, the 14 days may be able to be extended to Sunday, if returning it sooner is an issue.

No one here can say for sure. We are only Apple Volunteers and Apple Employees are the ones who would make this call.

This is me tho :)

when you get apple care when your device breaks or gets stolen or has a fault then they will just replace the device.