iPod Touch Battery expanding plus COVID-19

I have an iPod Touch (about 2 years old) that I keep in my car and I pulled it out a few weeks ago to synch it with my computer (I ripped some music from CD's) and the screen was coming away from the the case. I texted with Apple Support and they told me to take it to Geek Squad at Best Buy given the stores are closed. I make an appointment for a week later and when I get there they tell me they don't service iPods, only iPhones (come on Apple!!). They guy takes one look and says "the battery is expanding...you've got to get rid of this iPod. If the stores where open, you could take it in and they would likely just replace it." I follow up with Apple about replacing it and they've said "no." I have owned while I am not an iPhone user, I have had MANY Apple products over the years and never had an issue like this. Two questions:

1) has anyone had this issue with multiple Apple devices? I am wondering the likelihood of this happening again if I buy a new iPod.

2) I would like to write a letter of complaint. Does anyone have the name of the head of customer service at HQ? While I know in the age of COVID, I am less likely to get a response, I want try before I go out and spend another $200 only to potentially have the same issue again.

Thanks!