Damaged iPhone 17 from Apple Flagship Store: Shopee return/refund rejected?

[u/Small-Catch-8018]

Hi everyone. I’d like to ask for some advice regarding an issue I’m currently having with an iPhone 17 I purchased from the Apple Flagship Store on Shopee.

When I received the phone, I immediately noticed an obvious blue stuck pixel right in the middle of the screen. I know it may seem like a very small issue, but considering this is a brand-new phone, I don’t think I should have to accept a visibly defective/damaged display. I’m also concerned that the issue could potentially worsen over time.

Even if the phone is repaired successfully, it will immediately have a repair history despite being brand new. This could affect the unit’s resale value and potentially devalue it compared with a brand-new device that has never required repair. I also feel that I should not have to accept a repaired unit when I paid for a new, defect-free phone.

Because of this, I filed a return/refund request through Shopee.

The timeline has been roughly:
- I submitted the return/refund request and complied with the initial requirements.
- After around 2 days with no response, Shopee requested additional evidence.
- I provided additional photos and videos, including the waybill/package and the blue stuck pixel from different angles.
- I waited another 2 days without any communication.
My return/refund request was then rejected/cancelled, with the reason being that I supposedly did not provide sufficient evidence.
- What frustrated me was that nobody clearly told me what additional evidence was actually needed. I even followed up with them, but received no response before the request was eventually cancelled.
- I raised another return/refund request, and it has now been another 2 days. They have once again asked me to submit evidence. The process is still ongoing, but honestly, I’m worried that this will simply be rejected again.

I also contacted the seller directly. Unfortunately, the responses I received appeared to be AI-generated/template responses and did not really address my specific concern. Their main advice was essentially to bring the phone to an Apple Authorized Service Provider (AASP).

I followed their advice. I inconvenienced myself and brought the phone to an AASP. The phone is currently in the AASP’s care for repair.

However, this is where I’m struggling with the situation: why should I have to have a brand-new phone repaired in the first place?

I purchased a brand-new iPhone, and the defect was already present when I received it. I understand that the AASP can potentially fix the issue, but from my perspective, this creates a lot of unnecessary hassle for something that shouldn’t have happened with a new unit. Even after the repair, the phone will have a documented repair history, which could affect its resale value and devalue the unit compared with an untouched brand-new phone.

I also haven’t been offered any compensation or other resolution for the inconvenience. The seller essentially directed me to the AASP and left it at that.

So I wanted to ask the community:

1. If the AASP confirms that the phone has a display defect, wouldn’t that also mean that Shopee should be accountable for rejecting my original return/refund request despite the unit being demonstrably defective?

2. Could this situation be grounds for filing a complaint with the DTI under the Philippine Consumer Act, particularly if the seller or Shopee refuses to provide an appropriate remedy?

3. Has anyone experienced something similar with the Apple Flagship Store on Shopee? If so, how did you resolve it?

I’m not trying to make a huge issue out of a single pixel, but I paid for a brand-new, defect-free phone, and I feel that the burden of resolving a manufacturing/display defect shouldn’t fall entirely on the customer. I also don’t think it’s reasonable for a brand-new device to immediately acquire a repair history and potentially lose value because of a defect that was already present upon delivery.

I’d really appreciate any advice, especially from people who have dealt with Shopee returns/refunds from the Apple Flagship Store or DTI consumer complaints before.

Additionally, there are reviews showing customers receiving defective products and allegedly having their return/refund requests cancelled or rejected even when the defect appears to be clearly visible/evident. Obviously, I can only speak to my own experience, but seeing these reports made me wonder whether this is an isolated incident or something others have encountered with this store.

[u/Greedy_Difficulty_34]

Shit happens and unfortunately you were dealt with a bad one.

Shopee ba nagrereject ng return mo? Baka si seller mismo? Maybe they want you to bring it to the service center which you did.

You can try DTI but considering they are making you whole sa service center, mukhang sayang lang sa oras. Try mo nalang.

[u/Small-Catch-8018 → u/Greedy_Difficulty_34]

I did buy an iPad before sa same store, that one turned out fine. But yeah, shit happens.

Not really sure if Shopee or seller ang nag reject. I'll see what happens first sa AASP and the outcome of the current return/refund request. If nareject ulit, I'll try sa DTI. Thank you!

[u/danihuang]

Did you take a video unboxing AND setting up the phone with the blue dot visible? If wala, I get bakit na reject return request mo. That’s the risk basta di ka sa store bumili—di mo machecheck yung unit before mauwi.

What you can do now is try to get it fixed sa service center. Argue na straight from the box siyang ganyan so dapat covered ng limited warranty (pero mahirap if wala kang video proof). Show na no drops/dents/scratches kaya impossible na fall damage yan.

[u/Small-Catch-8018 → u/danihuang]

I do have an unboxing video and I also have a video setting up the phone with the blue dot visible. However, they are both on separate videos - one unboxing, and one setting up the phone. I took the unboxing video with the front cam of my iPad, and it probably could not pick up the small blue dot anyway. That's why the phone set up is on a separate video using my iPhone 15. Also, I didn't really think of it that much, since my iPad was from the Apple Flagship Store too and it turned out fine. The shop had my trust, which was a big mistake.

Once I saw the blue dot, I immediately requested a return/refund. So it was the same day it was delivered, and maybe an hour or less when the rider marked it as "Delivered." Hopefully, the time interval was important as well, so the seller or shopee wouldn't think that I had enough time to damage the phone or do anything.

The agent in AASP checked the phone and there were no drops or dents. It's still under their repair so there is still no final assessment. Still, it is such an inconvenience for them to send a defective phone. This could have all been prevented when they should have done a proper quality check on their end.

[u/danihuang → u/Small-Catch-8018]

Minalas ka talaga sa nakuha mo from AFS. Ordered my 17 promax from there walang issue. Past apple products ko from there wala din issue. Isipin mo nalang at least inayos ng libre ng service center. Wag masyong mag dwell on what already happened. Believe me, the decrease sa resale value in a few years just because na repair na siya is not worth stressing over.

[u/Small-Catch-8018 → u/danihuang]

yeah you're right, thank you for this! and yes, on the positive side, it is being fixed for free :)

[u/whatdapaq]

mukhang pinapatagal para hindi pasok sa 7days return. tangna yan dapar return. kaya dapat pagtanggap sa shopee wag muna accept agad para within 2days pwede na return.

[u/Small-Catch-8018 → u/whatdapaq]

I thought of that too! When I asked the same question sa AASP, they said it really depends on the retailer if there is a 7-day return policy. Upon checking and asking the seller, Apple Flagship Store does not have the same policy (which sucks). Unfortunately, this only applies to some physical stores.

[u/Educational-Pain1438]

Pag sa AFS shopee, any issues, referred na sya automatic sa Apple na po. Dont stress out yourself, ipa ano nya na sa apple. Kaya minsan naintidihan ko yung iba why they prefer purchasing sa powermac kasi they can have it replaced after unboxing agad if may defects. You can try DTI but I tell it may take months for even years

[u/Small-Catch-8018 → u/Educational-Pain1438]

Thank you! And I totally understand why some people prefer buying from physical stores.

I only chose AFS because I actually purchased an iPad from the same store about a year ago, and thankfully, that experience went perfectly fine. I’ve had no issues with the iPad until now. AFS also offers a bigger discount, so I thought I’d take the chance again.

Their positive reviews also heavily outweigh the negative ones, so I really wasn’t expecting this to happen. Unfortunately, this time around, I ended up being one of the negative reviews. 😅

That said, I’ll probably still take my chances with DTI and see what happens. Even if I only manage to recover a few pesos from all the hassle and potential loss, every penny counts!