Deplorable service from Apple with my iPhone 17 pro max

Hello,

It's completely normal for Apple to replace a device with an entirely different one if the issue is unfixable or requires more time than would be reasonable to have you wait. They are unlikely to issue a reason as it would need to get technical. Suffice to say a replacement device is the best outcome you can hope for as it guarantees a fully working iPhone that has gone through extensive and rigorous testing before being issued to you. Getting a replacement is perfectly within the regular operating procedure.

Warranty of the replaced iPhone ends and its remainder is transferred to the replacement device or 90 days, whichever is longer. Your new device should be warrantied for whatever was left of your original warranty.

If the replacement was done under warranty, there should have been no cost, though a hold can be placed on your payment method while the broken device is sent in. This is only a hold, not an actual charge and should be removed shortly after the replaced device is received by Apple. It just done to guarantee the device being replaced is turned in and Apple does not give you a replacement iPhone without anything to show for it.

Your Sky contact is unrelated to the device change, so you would need to contact Sky, have them transfer service to the new device and update details on their information page. Apple has nothing to do with what Sky is showing for your device details.

You can verify your new device's warranty in Settings ➜ General ➜ About ➜ Apple Care & Warranty.

For any further clarification you would need to contact Apple Support directly.

click here ➜ Contact - Official Apple Support

If the replacement was done through Sky, then Apple is not really involved and all your issues would need to be addressed directly by Sky.

It really is not clear what your complaint with the device is or what warranty you are referring to. Yes the Express Replacement requires a Authorization Hold until they have received your device, that is explained in the Support Article for Express Replacement:

• Start your request - Sign in to access your AppleCare benefits and arrange Express Replacement Service. We’ll send the replacement device and place a temporary hold on your credit card.
• Receive your replacement - When your replacement device arrives, you can set it up, transfer your apps and data, and pick up right where you left off. Then you’ll erase your original device and get it ready to return.
• Return your original device - We’ll include everything you need to return your original device within 10 business days. Once we confirm that the issue is covered, we’ll remove the hold from your credit card, and you’re all set.

Express Replacement Service - Apple Support

As for receiving a phone that is different than the one you sent in, Apple has the right under the terms of your AppleCare coverage to either repair or replace your device, so it is not unusual to simply receive that replacement, without any further explanation.

And for the warranty type, you may be referring to AppleCare or a third party coverage provided by Sky. For AppleCare it comes with the 1 year limited warranty and at time of purchase you have the option to choose a 1 or 2 year plan for AppleCare+ that includes Accidental Damage and Theft & Loss. After the term you specified, then the warranty is only available month to month through a subscription payment.

Since you said your warranty coverage expired on February 2026, it is not possible that is from the AppleCare plan since that is a 1 year plan in most regions and the iPhone 17 Pro Max hasn't even been available for 1 year. I suspect you are referring to a third party plan offered by Sky and would need to contact them about the coverage available through that plan and why it has expired. It would not replace your AppleCare coverage that came with your phone, but may include other services.

Let’s double check that expiration date. Is the expiration February 2026 or February 2027? It can be hard to read that fine print at times.