Official complaint

Incorrect Device Upgrade and Misinformation

Dear [Manager/Customer Relations Representative],

I am writing to formally express my concern regarding an incident that occurred on November 25, 2025, during my attempt to upgrade my device at Canton, CT location.

I arrived with the clear intention of upgrading from an iPhone 15 Pro Max to the iPhone 17 Pro Max, and I communicated multiple times that the Pro Max model was specifically what I wanted.

During the data transfer process, I noticed that the new device appeared smaller than my current phone. I asked the associate assisting me whether it was indeed a Pro Max, and I was assured that it was. I also questioned why my paperwork listed “Pro” instead of “Pro Max,” particularly since my existing phone was a Pro Max. I was reassured once again that the phone provided was the correct model.

At one point, the associate picked up the box in front of me, reviewed the label, and stated again that it was a Pro Max—even though the box clearly indicated “Pro.” I had already purchased a Pro Max case and had it with me. When I attempted to place the new device into the case, it did not fit. Upon personally rechecking the box, I confirmed it said “Pro,” not “Pro Max.” It then became evident that I had been given the wrong device, despite multiple inquiries on my part.

Additionally, the associate incorrectly stated that the iPhone 15 Pro Max was never offered with 256GB of storage. I knew this to be untrue, and the exchange form later confirmed the storage capacity. Despite this, there was no acknowledgment of the error. Instead, a coworker was asked to check for Pro Max availability.

Throughout the wait, the associate also engaged in personal conversation and questions that made me uncomfortable. I attempted to signal my discomfort, but the behavior continued, which I found unprofessional given the situation and the need to resolve the issue.

As a result of this experience:

• I did not receive the upgrade I requested,

• I am now required to return a device I did not want,

• And I spent approximately two hours without a resolution.

I am disappointed that my concerns were not taken seriously, and that I was repeatedly given incorrect information. I now must return to correct a mistake that was not mine, and I will not be working with the same associate moving forward.

Requested Resolution

I respectfully request:

1. Immediate correction of the device to the proper iPhone 17 Pro Max model,

2. Assurance that no fees or penalties will be incurred due to this error, and

3. Appropriate acknowledgment of the misinformation and lack of professionalism displayed during the interaction.

I value accurate service, honesty, and respectful communication, and I hope that this matter can be resolved promptly and professionally.

Thank you for your time and attention. I look forward to your response.

Sincerely,

Karollina C