I wish he would have tried on a different iPhone 16 Pro Max to see if the defect was specific to that individual device.

So true! And as any sane Apple user or the standard template Apple Support person would have suggested (and as they actually suggest) - did they try reinstalling the OS from scratch after having reset the data (of course before backing it up; preferably with a hefty iCloud+ plan)? Because that's the thing to do in such issues and it's very easy.