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Stephen_NM2022 t1_j9yph53 wrote

People live in a fantasy world if they think this is the way Apple operates all the time. There are just as many stories in the other direction. What happened is simple and is exactly what you assumed. They broke your phone while replacing the battery, the damage in question could not be repaired on site and could not be blamed on the user, and a manager made the call to give you a replacement with a standard excuse.