[wfunction]

> That hardly takes too much imagination. One possible explanation is that higher-ups in Apple read the news, but not necessarily every single "the Apple Store won't replace my broken phone" complaint.

For a company that takes so much pride in supporting its customers, you'd think the stores would have been able to contact Apple internally to find out what the error even is before saying they won't fix it, right? Which would have led them to realize it was not meant to be running in production?

[ceejayoz]

It seems entirely probable to me that most of the Apple Store incidents for this went along the lines of "I got this repaired at a repair shop and now it doesn't work!" "Unfortunately, we can't fix an issue caused by an unauthorized repair. Go back to them." I certainly don't think I'd have dug much further if I worked retail.