Thanks for sharing this information. This is pretty much consistent with my experience from visiting Apple Stores for repairing my MBP. I'm especially enraged

Thanks for sharing this information. This is pretty much consistent with my experience from visiting Apple Stores for repairing my MBP. I'm especially enraged by 2: You visit the store with a broken machine costing upwards 3K (including the Apple Care plan) and you have to put up a little play to make yourself likeable to the genius. This is not serious customer service. I expect my case to be examined seriously, without prejudice and without me having to outguess how Apple works to get the service I've already paid for. I'm also curious on whether Apple encourages geniuses to be unfriendly via incentives/counter-incentives. E.g. would the genius get a sale bonus if they get me to buy a new computer/tablet/phone after our consultation? Would a genius be penalized if they approve more free repairs than what some sort of AI algorithm predicted? PS. If you have a source to cite (so I can share it elsewhere), that would be most welcome.