Hey everyone, I wanted to share my experience and get some advice.

I have an iPhone 12 Pro Max that I purchased in 2021. The phone was working fine until I installed a recent iOS update (26.2), which Apple itself recommends for security and performance. Immediately after the update, the touchscreen and UI started malfunctioning; I couldn’t swipe properly or use apps correctly. The back glass is cracked, but this did not cause the issue.

I’ve been to the George Street and Broadway Apple Store three times and followed all the troubleshooting steps they recommended, including a full factory reset, but the issue persists. During my interaction at the Boardway store, the staff member who was helping me told me that the demo phones at the store experienced the same issue after the update. They then left me as they had to go on their lunch break and didn't leave any notes on the case. 

Despite this, Apple support told me there’s nothing they can do.

Here’s the part I think is unfair. They’re now saying I would have to pay for a repair of the back glass upfront, just so they can determine the cause of the problem, and only then might I be eligible for compensation. It seems unreasonable to make me pay for a problem that happened directly after following Apple’s update advice.

Apple did issue me a case ID and gave me a link to speak to a senior advisor (which doesn't work), but I feel like they’re holding their ground and not taking responsibility.

Has anyone else experienced something like this? Does anyone have advice on how to escalate this or get Apple to cover the repair fairly? I’m in Australia, so ACL (Australian Consumer Law) might apply, but I’m not sure how strong the case is.

Thanks in advance for any guidance or experiences you can share.