"It Shut Down Just From Showing My Face"... 1,500 iPhone 18 Pros Exchanged; "Cause Is Confidential"

"Panic Full" Issue Hits iPhone 18 Pro and Pro Max
Consumers Complain About Exchange and Refund Criteria After Update

Apple's new iPhone 18 Pro and iPhone 18 Pro Max have reportedly experienced a so-called "Panic Full" issue, in which the devices suddenly shut down and then restart. Around 1,500 exchanges and 50 refunds have been made in South Korea as a result.

Yonhap News reported on October 8, citing materials Apple Korea submitted to the office of Assemblyman Kim Jangyeom of the People Power Party, a member of the National Assembly's Science, ICT, Broadcasting and Communications Committee, that around 1,500 iPhone 18 Pro and Pro Max units launched in South Korea on September 18 had been exchanged and 50 refunded due to the Panic Full issue by September 28.

Panic Full refers to an iPhone malfunction in which a serious system error causes the device to shut down or restart unexpectedly. In the iPhone 18 Pro series, users reported that the device rebooted after an error occurred during Face ID authentication.

A visitor looks around the products at Apple’s Myeongdong store in Jung-gu, Seoul, last September, when the iPhone 18 Pro and Pro Max were officially launched in South Korea. Yonhap News

Apple acknowledged that a software error was responsible, but did not disclose the specific circumstances in which it occurred. Apple Korea told the assemblyman's office, "We are unable to provide details about the specific cause because they constitute confidential information." It added, "We identified the software error responsible for the issue and released an update to fix it."

On September 29, Apple released the operating system update iOS 27.0.1, which fixes an issue that could cause a device to restart unexpectedly if Face ID authentication failed. However, users have continued to claim on online forums and elsewhere that the problem persists even after the update.

The criteria for exchanges and refunds have also sparked controversy. Apple maintains that devices in which the Panic Full issue has been resolved through the update are not eligible for an exchange or refund. As a result, the remedy may differ depending on whether the update has been installed and on the results of an inspection for defects, even for users who experienced the same symptoms.

Procedures also vary depending on where the product was purchased. Customers can have a device checked for defects at an Apple Store or an Apple Authorized Service Provider (ASP). However, customers seeking a refund for a device purchased through a mobile carrier need a confirmation document from a service center verifying a defect in the device.

Apple said it determined that the issue did not meet the criteria for a "defect information report" under the Framework Act on Consumers and therefore did not separately report it to the relevant authorities. Current law requires businesses to report certain cases to the relevant central administrative agency, including serious defects that harm or could potentially harm consumers' lives, bodies or property.

Assemblyman Kim urged Apple to determine the exact cause and provide South Korean consumers with a full explanation of follow-up measures. He also said he would look into ways to ensure that consumers who purchased their devices through mobile carriers are not disadvantaged when seeking refunds.

This content was produced with the assistance of AI translation services.