Apple swapped about 1,500 iPhone 18 Pros in Korea over restarts, says cause confidential
In short
Apple exchanged about 1,500 iPhone 18 Pro and Pro Max phones and refunded 50 in South Korea between their domestic launch on September 18 and September 28 over "panic full", in which the phone suddenly shuts down and reboots, according to Apple Korea data submitted to lawmaker Kim Jang-gyeom (김장겸). Apple said details of the cause are confidential but that it identified a software error and fixed it in iOS 27.0.1, released on September 29. Apple's position is that devices whose problem the update resolved are not eligible for exchange or refund.
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Apple exchanged about 1,500 iPhone 18 Pro and Pro Max phones and refunded 50 in South Korea over the so-called "panic full" problem between the phones' domestic launch on September 18 and September 28, according to data Apple Korea submitted to the office of Kim Jang-gyeom (김장겸), a People Power Party member of the National Assembly's Science, ICT, Broadcasting and Communications Committee. The figures were reported on October 8. [ 1 , 2 , 3 , 4 , 5 , 6 ]
"Panic full" refers to an iPhone suddenly shutting down and rebooting during use, and outlets reported it as an error that occurs in Face ID authentication. Apple said "specific details about the cause are confidential information and difficult to submit," but said it had identified the software error causing the problem and distributed an update that fixed it. On September 29 Apple released iOS 27.0.1, which fixes an issue where the device may restart unexpectedly during Face ID authentication. [ 1 , 2 , 3 , 4 , 5 , 6 ]
Apple did not report the issue separately to the authorities, saying it is not subject to "defect information reporting" under the Framework Act on Consumers. The law requires a business to report to the competent central administrative agency when a serious defect that harms or may harm consumers' life, body or property is found; Newsis cited Article 47 of the act. [ 1 , 2 , 3 , 4 , 5 , 6 ]
On exchanges and refunds, Apple said devices can be checked at Apple retail stores or authorised service providers (ASP), but refunds of phones sold through mobile carriers require a separate work authorisation confirmation. Apple's position is that devices whose problem has been resolved by the software update are not eligible for exchange or refund, so the same symptom can lead to different outcomes depending on whether the update was applied. [ 1 , 2 , 3 , 4 , 5 , 6 ]
Outlets reported that among buyers who experienced the same symptom, some received exchanges or refunds and others did not, and Yonhap, Korea Economic Daily, Electronic Times and Seoul Economic Daily reported complaints in online communities about the fairness of the handling criteria. Newsis also reported calls for improvement because refund procedures differ for consumers who bought directly from Apple and those who bought through carriers. [ 1 , 2 , 3 , 4 , 5 , 6 ]
Kim said, "Apple should identify the exact cause and sufficiently explain its follow-up measures to domestic consumers," adding that he would look into improvement measures so that consumers who bought through carriers are not disadvantaged in the refund process. [ 1 , 2 , 4 , 5 ]
Kukmin Ilbo, Korea Economic Daily and Seoul Economic Daily described the figures as covering ten days after launch, while Newsis counted 11 days and a combined 1,550 exchanges and refunds. [ 1 , 3 , 4 , 6 ]
Why it matters
Because devices fixed by the update are not eligible for exchange or refund, buyers with the same symptom can get different outcomes, and outlets reported complaints about the fairness of the handling criteria. Apple did not report the issue to the authorities, saying it is not subject to defect reporting under the Framework Act on Consumers, and Kim said he would look into ways to keep consumers who bought through carriers from being disadvantaged in refunds.
Key facts
- About 1,500 iPhone 18 Pro and Pro Max exchanges and 50 refunds were recorded over the "panic full" issue between the domestic launch on September 18 and September 28. [ 1 , 2 , 3 , 4 , 5 , 6 ]
- The figures come from data Apple Korea submitted to the office of Kim Jang-gyeom (김장겸), a People Power Party member of the National Assembly's Science, ICT, Broadcasting and Communications Committee. [ 1 , 2 , 3 , 4 , 5 , 6 ]
- "Panic full" refers to an iPhone suddenly shutting down and rebooting during use; outlets reported it as an error linked to Face ID authentication. [ 1 , 2 , 3 , 4 , 5 , 6 ]
- Apple said specific details about the cause are confidential information. [ 1 , 2 , 3 , 4 , 5 , 6 ]
- On September 29 Apple released iOS 27.0.1, which fixes an issue where the device may restart unexpectedly during Face ID authentication. [ 2 , 3 , 4 , 5 , 6 ]
- Apple did not report the issue separately to the authorities, saying it is not subject to defect information reporting under the Framework Act on Consumers. [ 1 , 2 , 3 , 4 , 5 , 6 ]
- Devices whose problem was resolved by the software update are not eligible for exchange or refund, and refunds of phones bought through carriers require a separate work authorisation confirmation. [ 1 , 2 , 3 , 4 , 5 , 6 ]
Confirmed by several sources
- About 1,500 exchanges and 50 refunds were recorded over the "panic full" issue between September 18 and September 28. [ 1 , 2 , 3 , 4 , 5 , 6 ]
- Apple said specific details about the cause are confidential. [ 1 , 2 , 3 , 4 , 5 , 6 ]
- Apple said it identified the software error causing the problem and distributed an update that fixed it. [ 1 , 2 , 3 , 4 , 5 , 6 ]
- iOS 27.0.1, released on September 29, fixes unexpected restarts during Face ID authentication. [ 2 , 3 , 4 , 5 , 6 ]
- Apple did not report the issue to the authorities, saying it is not subject to defect information reporting under the Framework Act on Consumers. [ 1 , 2 , 3 , 4 , 5 , 6 ]
- Devices whose problem was resolved by the update are not eligible for exchange or refund. [ 1 , 2 , 3 , 4 , 5 , 6 ]
- Refunds of phones bought through carriers require a separate work authorisation confirmation. [ 1 , 2 , 3 , 4 , 5 , 6 ]
Still unclear
- The exact cause of the shutdowns. Apple withheld specific details as confidential; outlets reported a link to Face ID authentication but Apple did not give the detailed cause.
- How many days the figures cover. Kukmin Ilbo, Korea Economic Daily and Seoul Economic Daily described it as ten days after launch, while Newsis counted 11 days.
- What changes, if any, will follow for carrier customers. Kim said he would look into improvement measures but gave no specific steps.
What local media are saying
Timeline, local time
- Kukmin Ilbo reports Apple Korea data showing about 1,500 exchanges and 50 refunds over the panic full issue. [ 1 ]
- Yonhap reports the figures and Apple's statement that details of the cause are confidential. [ 2 ]
- Newsis reports 1,550 exchanges and refunds within 11 days of launch. [ 4 ]
- Electronic Times reports Apple limiting exchanges and refunds after the update. [ 5 ]