Apple Support is indeed very rubbish! Just got off the phone with them and they are ordering me another iPhone 16 Pro Max to replace my faulty one and it’s estimated to arrive 15th - 22nd October. That’s really poor and I’m not happy with that at all.
Instead I’m going to keep checking every morning for new stock on the iPhone upgrade programme, and if they have one in, I’ll reserve it and return my faulty one there and then. If 2 weeks go by and I haven’t got another then I will probably just return the phone and switch to another brand. Can’t believe I’m saying that as I’ve had every iPhone since the 4s, but I’m really disappointed with Apple here. 😭