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iPhone XS Max Weird edges on Xs Max?

jsmith189 said:
I was only offered a replacement, but they had a few in store (and I also got mine through a carrier, so it was a different situation). Maybe before you go in, just give them a call and ask them to check the stock. That's what I did, and she said to not bother booking an appointment, just come in and explain and they'll see me right away - which was on launch day, so I was grateful for them squeezing me in.

He basically said to me, "It's unlikely because it's day 1, but I have to tell you anyway that it may be made of refurbished parts." I'm like... I don't think after a few hours there'll be any refurbished devices just yet lol.
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In Denmark we don't have any Apple stores, so I will have to call their phone support during Monday or Tuesday, at least as soon as possible.

It will need to be shipped back in either way, no matter if they just refund or swap.

I'd much prefer a swap to a new phone, unless stock is low and I have to wait several weeks for a new unit.

Will update when I've spoken to them on the phone.
 
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neil74 said:
My SG Xs max had a sharp edge where the antenna band was not totally flush. Spoke to support and the earliest appointment they had for me in any nearby store was next weekend (I am away next weekend!) I just ordered a new one for pickup and had them refund the first one when I collected the new phone, provided your credit card can take the temporary hit I think this is the quickest way. The replacement is fine.

I had the rough edges on the X earlier this year, it was only because my original launch day X did not have them otherwise I might not have noticed, it was not right though and it even snagged my hair when making a call sometimes, got it replaced.
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In Denmark we don't have any Apple stores, so their phone support is the only way to go. I'm hoping they'll take it back, and if so, a pickup has to be arranged.

I'm hoping they can deliver a new unit the day they pick up this so I won't have to wait a good amount of time for a new unit later.
 
dsh3 said:
In Denmark we don't have any Apple stores, so I will have to call their phone support during Monday or Tuesday, at least as soon as possible.

It will need to be shipped back in either way, no matter if they just refund or swap.

I'd much prefer a swap to a new phone, unless stock is low and I have to wait several weeks for a new unit.

Will update when I've spoken to them on the phone.
Click to expand...

Same situation here in Norway. I’m a little torn; after all this cash, I want a perfect phone but I don’t want to send the phone off only to be many weeks without it. Once the case is on, the edge defect will be hidden anyway so.... still not sure what I want to do.

Edit:my issue is with sharp edges where the screen meets the SS band because the band is a fraction of a mm too large to make a smooth join there. Most noticeable if you run your nail down from the screen to the band and it catches. It will pick up lots for oils and dust in there I think.
Going to go to a few stores tomorrow and compare it to demo models.

Edit2: strangely, the back glass/band join is almost perfectly smooth.
 
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seriouslyjaded said:
Same situation here in Norway. I’m a little torn; after all this cash, I want a perfect phone but I don’t want to send the phone off only to be many weeks without it. Once the case is on, the edge defect will be hidden anyway so.... still not sure what I want to do.

Edit:my issue is with sharp edges where the screen meets the SS band because the band is a fraction of a mm too large to make a smooth join there. Most noticeable if you run your nail down from the screen to the band and it catches. It will pick up lots for oils and dust in there I think.
Going to go to a few stores tomorrow and compare it to demo models.

Edit2: strangely, the back glass/band join is almost perfectly smooth.
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I understand your frustrations, I really do.

However, if the glass and frame is not well enough joined or aligned, it *could* weaken the seals for e.g. water resistance.
 
seriouslyjaded said:
Same situation here in Norway. I’m a little torn; after all this cash, I want a perfect phone but I don’t want to send the phone off only to be many weeks without it. Once the case is on, the edge defect will be hidden anyway so.... still not sure what I want to do.

Edit:my issue is with sharp edges where the screen meets the SS band because the band is a fraction of a mm too large to make a smooth join there. Most noticeable if you run your nail down from the screen to the band and it catches. It will pick up lots for oils and dust in there I think.
Going to go to a few stores tomorrow and compare it to demo models.

Edit2: strangely, the back glass/band join is almost perfectly smooth.
Click to expand...
dsh3 said:
I understand your frustrations, I really do.

However, if the glass and frame is not well enough joined or aligned, it *could* weaken the seals for e.g. water resistance.
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Yeah, it's annoying, but definitely worth it for the possibility of water and/or dust/scratch resistance. Sucks that you don't have any Apple Stores, that's an extra step or two to have to sort that out. Are there any neighbouring countries that have one that wouldn't be too big of a deal to go to? Don't know how exchanges work in EU, maybe you can switch it over at a close (enough) store?
 
jsmith189 said:
Yeah, it's annoying, but definitely worth it for the possibility of water and/or dust/scratch resistance. Sucks that you don't have any Apple Stores, that's an extra step or two to have to sort that out. Are there any neighbouring countries that have one that wouldn't be too big of a deal to go to? Don't know how exchanges work in EU, maybe you can switch it over at a close (enough) store?
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The closest is a 6 hour drive in Sweden and I’m not sure they’d do a swap on a Norwegian phone anyway.
 
seriouslyjaded said:
The closest is a 6 hour drive in Sweden and I’m not sure they’d do a swap on a Norwegian phone anyway.
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Nearest one here is some 5 or 6 hour drive to either Germany or Sweden as well, so that's pretty much out of what I can do. Also I doubt they'll take my phone as well.

I asked Elgiganten, a danish electronics shop chain, about swapping the phone from Apple since they are an authorized Apple dealer and service point in Denmark, and the answer was no. The phone has to go directly to Apple, unless the phone originally was bought in one of their own shops.
 
Maybe try and have them send you a new one and then send your back so you can continue to use your current one until it arrives?
 
So this edge gate issue is two possible situations? Either 1) the SS band is not smooth and flush with the glass and/or black separator or 2) the black separator is jutting out and not flush with the screen?

I noticed on my XS Max that the black separator/plastic/rubber is thicker than on my previous X. I think it might have to do with IP68 and better water/sealing.
 
I thought I was crazy, I was putting my daughter to bed in the afternoon yesterday and had my phone for music and noticed I could feel seams on the edges of my XS. Then felt the volume and power buttons to have sharp edges. Still thought I was being overly concerned. Went downstairs, grabbed some old phones, I was right. Called apple, they escalated to “safety” since I used the word sharp. I swapped at a store last night. The edges of the buttons are still pronounced, but no seams. I had 3 store employees check it to see if they thought I was crazy.

Sad part, the first replacement, these are not refurbs, had a bad screen. Looked like a section of the oleophobic screen wasn’t applied properly. I showed the genius, he agreed. Third is a charm.
 
ejfontenot said:
I thought I was crazy, I was putting my daughter to bed in the afternoon yesterday and had my phone for music and noticed I could feel seams on the edges of my XS. Then felt the volume and power buttons to have sharp edges. Still thought I was being overly concerned. Went downstairs, grabbed some old phones, I was right. Called apple, they escalated to “safety” since I used the word sharp. I swapped at a store last night. The edges of the buttons are still pronounced, but no seams. I had 3 store employees check it to see if they thought I was crazy.

Sad part, the first replacement, these are not refurbs, had a bad screen. Looked like a section of the oleophobic screen wasn’t applied properly. I showed the genius, he agreed. Third is a charm.
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I guess the production process and QC is going through some teething issues on these new phones.
 
seriouslyjaded said:
I guess the production process and QC is going through some teething issues on these new phones.
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I can’t disagree, but this is an XS. I know it’s not same as an X, but real close. I am sure the incidence is still in the low to below 1% range.

As someone that deals with the same issues in the real world, I always have to tell myself this is just an outlier. And outliers exist, in everything.
 
OP- I had the same issue on my second phone. The edge right above the power button and runs half way down the screen. You can feel you finger catch when you swipe. My first phone emitted a popping sound when you would place your index and middle finger on the back middle to top of the phone and your thumb on the screen side and pinch a little. Pop was very audible and the second device did not have this issue. Going to pickup my third replacement today. These type of issues concern me as to whether the unit is properly sealed.
 
I was in an Apple reseller today handing in my broken iPhone 7 for repair so my wife can get it and I asked if they had a Max in the shop I could look at. He'd just received one and he opened the box in front of me (it was for a customer that had ordered a screen protector to be fitted) and it was gold, like mine. It had exactly the same screen/band fit with a rough edge as mine. I thought that it might be a coincidence so I visited a Telia store across town and they had a gold Max on display and that also had exactly the same fit of screen to band with the band proud of the screen by a fraction of a mm.

So, is this me being overly picky or has Norway got a bad batch? I'm not going to return my phone and be without it only to get an identical one back.
 
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I've got this issue as well...SG XS Max, on the iUP in the U.S. There's an edge where the glass meets the black seal / separator, and a more noticeable edge where the separator meats the steel band. I can't post a picture right now but when I look closely the steel band edge is actually visible. The curves on the back of the phone, however, feel smooth. With a case on it's only noticeable on the bottom, but as others have said, I'd worry about the water / dust resistance seals holding up (also for $1100 they really should get it right). I'll probably call the Apple Store and see what their stock availability is.
 
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Update on my Gold XS 256 GB.

Called Apple and agreed on a return and refund. Now waiting for the courier to call and arrange a pickup.

I then went to a local electronics store, and they had the same Gold XS 256 in stock. Paid it right away and opened the box in store to make sure it was alright, and the edges all around luckily seem smooth and flawless.

Now I just need the one with the sharp edge picked up and returned so I can get my money back. :confused:
 
My one edge near the power button looks like OP's. But man I really don't want to get into this return/exchange game of hoping to get a 'good one'.
 
dsh3 said:
What if your phone is not sealed correctly as a result of rough edges or bad assembly?
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That would be my concern and was when I experienced the same on my launch 8 Plus. I spoke to Apple and they without any questions or reservations swapped it out for a new device.
 
I’m currently at the Apple store waiting to get my phone replaced. They seemed very surprised that I cared about it but in my head I want it to be 100%, dont want to worry about water issues or anything if its not fully sealed. Lets hope the new one is perfect lol
 
Silver 256 gig XS Max. I also have this issue (Southern California, in case we start tracking geographically where these are ending up). The rough edges are on the rear left edge and the front right of my phone. The rear left is the most pronounced.

I'm torn in a way, because otherwise the phone is totally fine. But still.. this is an extremely expensive consumer device and god knows if this is benign or could precipitate further problems like water getting in or some sort of battery/body issue like some people had on the first Apple Watch where the screen popped off.. So I figure I'll wait a few days, check inventory to see if one of my Apple Stores has my model in stock, then make a Genius appointment and go talk to them.
 
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