go apple website check for warranty. LOL If u are not under apple warranty, maxis will only give u technician number to fix ur iphone if u sign 2 years contract. next time ask the staff clearly. 1 to 1 exchange only applicable when it is under apple warranty.

I didn't encounter the problem but in this forum i heard someone complain before. Try search it. They complained maxis only give them the technician number and require them to find the technician by themselves. If under apple warranty, 100% can 1 to 1 exchange except water damage, screen crack and etc which under apple t&c.