I purchased a graphite I phone 12 pro max in November for a Christmas present.On arrival the phone looked in great condition. Gave the phone at Christmas to a member of the family. Within the first couple of weeks, the phone screen was a bit slow from time to time. Didn’t really take no notice of that. One day, the phone fell of the bedside cabinet and landed on the heavy pile carpet. The phone screen stopped working. There was no clear damage. See picture attached. Seemed strange the phone stopped working. I arranged an appointment with Apple to get what i guessed would be a quick repair. This is rear the concern arrived. The Apple tec guy said. He was surprised the screen would be damaged, he confirmed on close inspection the inner screen is cracked. He ran some tests on the phone and alerted me that the IMEI serial number is for a sky blue phone and your phone is grey. He went on to say the phone has been heavily modified without the permission from Apple, and therefore they declined to repair the phone. The tech guy said, the phone is not worthy of being called a I Phone, and who knows what parts it’s made up from and where the parts came from. It is clear this is not what I purchased. The tec @ Apple issued a report stating the concerns around the IMEI serial number not for the product and that it’s been modified without approval. I contacted the seller who has been vary slow on answering messages, even said on one sorry for the delay while I been on annual leave. They requested the Apple report, which I sent, now gone quite since sending. I contacted Amazon and the first assistant I spoke to, thanked me for reporting a rogue trader, and how it’s difficult for them to police all the sellers. This guy said under the Amazon backed guarantee we will be funding you. I had to send pictures of the phone along with the Apple report. I chased Amazon for a update after a week. Spoke to a guy this time and he told me not to contact the seller, Amazon is issuing a refund and it should be processed in the next week. Week later no response, I contacted Amazon again and spoke to who lady, she said don’t worry your refund is being processed, can you send the product back to the seller, via the sellers approval return post label, then send us proof. I done as Amazon requested. After a few days the seller contacted me to say please send us your address to return goods, as not covered under warranty. When I got this message I contacted Amazon and said about the message, the lady on the phone @ Amazon told me not to respond to the seller, they are trying to trick you into having the phone back, the lady @ Amazon once again told me do not worry Amazon is refunding you. This once again put my mind at easy. Couple of days later I get a message from Amazon quoting, we uphold our decision for refund, case closed. At this point I was horrified, after several members of staff @ Amazon all promised I would be getting a refund. I contacted Amazon and said this is disgusting customer service. The lady on the phone quoted, sorry we can’t change this, you can write to our head office and complain if you wish. I have written to Amazon head office noting all of the above and stating, the product I purchased from Amazon is clearly not the product I have been given as proven by a independent report written by Apple. This is against the consumer rights act 2015. The phone is clearly not a genuine used Apple I Phone, and had been heavily modified without permission, even to a point the serial number is for a sky blue phone not grey phone, so 100 percent not what I purchased. I am waiting response from Amazon. I have now collated all response and reports, my next step will be sending everything on to trade and standards to review.