Poor service from Apple support

The screen on my iPhone X became non responsive. I soon discovered that this was a known issue and that Apple would repair/replace.

Apple initially advised to connect to iTunes and reset the phone as this could resolve the issue however it did not.

I was then told that a repair would be set up but I had to pay around £500 upfront and they would send me a new iPhone X with a box to return my faulty one, they would return my £500 once they could confirm the phone was not water damaged or had a cracked screen. After explaining to Apple that I do not have £500 they agreed to do this service without the charge. They also advised this would be on an express service as I had advised my wife is a key worker during this Covid-19 pandemic and I would be at home with 2 small children and no phone.

The delivery took over a week which is understandable at this time but I only received a return box with no replacement. I called Apple support who told me I was given the wrong information and that I had to send them the faulty phone first for their review. I sent the faulty iPhone but advised I wanted to make a complaint. The advisor told me he would raise my complaint and it would be raised with the previous advisors.

My repair status then said that there was a hardware fault that I had not mentioned and so to complete the repair I would need to pay in excess of £400.

I called Apple support and was told all they can see from the technician is that there is a wired connection issue and that the phone would not connect to iTunes so they cannot deal with my initial issue until this is fixed. I advised that I had restored the iPhone as advise by them and had no issues connecting to iTunes so could not accept this and requested to speak to the technician. I was told this is not possible and that my only option is to pay for the repair or wait until the pandemic is over and visit an Apple store for a second opinion.

My problem is that I sent Apple an iPhone with a non responsive screen and they are now sending me one back which also cannot connect to iTunes. The phone clearly connected to iTunes as I had to restore on iTunes before sending to them so either they have incorrectly assessed this wired connection issue or they have caused the wired connection issue and are returning a phone even more faulty than when they received it.

I am now left with no phone in a time when communication has never been more important. I have spent thousands of pounds on iPhones, iPads, iPods and Apple watches over the years and feel let down by a company that I have been loyal to.