Apple customer service

i thought I would post a note following an experience I had at the Apple Store Covent Garden today.

Over the years I have been a pretty loyal customer for Apple. Many iPhones for all the family, upgrades every few years or so, iPads for all, iPod touches for the kids, numerous MacBooks etc. I write this post on my iPad. Yep, I am the kind of guy who could be excused of being an isheep.

But one of the reasons I buy the products from the apple store is that the after sales service thus far has been very good. Cracked screen on an iPhone? Don't worry here is a free replacement. iPod touch dropped in a swimming pool by your 9 year old? Don't worry here is a free replacement. Typically they have replaced products under 12 months old without a quibble for accidental damage. Over 12 months old, I kind of don't mind paying something reasonable for a replacement given we have had some use out of the device.

i bought 2 iPhone SEs for the kids 5 months ago, and needless to say one stopped working recently when it came into contact with water. So I had spent some £900 with Apple on 2 phones, and went into the Genius Bar to see what they could do.

my only option? To buy a new phone from them for almost £200. I said "but in the past you have replaced recently bought devices accidentally damaged without any problem, why have you now changed your policy"? I was referred to the manager. He said that he had worked in the store for 10 years, and in that time they have ALWAYS charged customers for replacement items. I countered and said, well no, in fact you have replaced items previously free of charge for me, and that is why I have been a steady loyal customer.

I was then told that I was mistaken, and that there is always a charge applied for replacement items in instances of accidental damage. The inference was that I was lying. I left the shop not buying a replacement phone for £200, incensed that the implication from the manager was that I was making things up. I told them they had lost a loyal customer, for the sake of trying to make another £200 out of me when the phone had been accidentally damaged.

am I right to feel disappointed? Have I just been lucky in the past to get free replacements from Apple on a couple of occasions? Or have Apple just decided to change their policy to squeeze yet more cash from their customers?

Interested to hear of other experiences or views. I need a new phone and laptop very soon, guess where I won't be shopping?