I got an offer from Apple's Advisor that I could use Apple's ERS to have my phone replace because of some errors from manufactory. However, besides the excited feeling, I am really nervous. I heard some rumors around said that Apple would replace your phone with another phone that they repaired from other people. Is it really true? And then, should I use this service?
iPhone X, iOS 11.3
If your phone is really new, typically less than 14 days, you will probably get a brand new replacement. For any other repairs Apple may repair and return your original device or supply an exchange device which may be either new or refurbished (like new) Depending on availability. That is all Apple’s decision, you have no say in it.
It sounds like Apple has already decided for whatever reason that you should be provided with an exchange device. Your decision now is whether you want Express Replacement where they ship the replacement to you, and you return the defective unit when the replacement arrives, or you wish to send your defective device to Apple before they ship the replacement. Your decision will not change whether the replacement is refurbished or factory-new.
If your phone is really new, typically less than 14 days, you will probably get a brand new replacement. For any other repairs Apple may repair and return your original device or supply an exchange device which may be either new or refurbished (like new) Depending on availability. That is all Apple’s decision, you have no say in it.
It sounds like Apple has already decided for whatever reason that you should be provided with an exchange device. Your decision now is whether you want Express Replacement where they ship the replacement to you, and you return the defective unit when the replacement arrives, or you wish to send your defective device to Apple before they ship the replacement. Your decision will not change whether the replacement is refurbished or factory-new.
Replacement devices are "new or like new" as detailed here:
https://www.apple.com/legal/warranty/products/ios-warranty-document-us.html
The Express Replacement Service by Apple
