I've witnessed an interaction like this in the main Apple store in Berlin, where a woman came (with a friend) because she had an issue with having forgotten her

I've witnessed an interaction like this in the main Apple store in Berlin, where a woman came (with a friend) because she had an issue with having forgotten her password and wanting to get her photos back, which wasn't possible. The security guard was extremely fast to show up behind her back as soon as despair could be heard in her voice. That gave me a very different image of Apple all of sudden..