I have been with Apple Support for countless hours now and have met with the Genius Bar folks 3 times already. I originally bought a HK version XS Max (physical dual SIMs). That one stopped working and I got it replaced at the Apple service centre in the UAE. As it was the UAE, they gave me one with an eSIM. However, I do not have the "Add Cellular Plan" option to add the eSIM. After many many hours with all kinds of Apple representatives, it seems the issue is that my profile is setup for a physical dual SIM while the phone I currently have is eSIM enabled. Therefore, I cannot use a dual SIM either way. I am way beyond frustrated at this point as Apple does not have a solution and will not give me a refund because I bought from another retailer. Does anyone have a fix to this? Or know anyplace I can escalate to?