Problem with Iphone 14 Pro

Dear all,

In this email I am going to state some facts about my iPhone 14 pro which broke down in the first month after I bought it. I was facing freezing of the display and I couldn't use the phone to its full potentials.

I will describe step by step how my case with the phone developed and PLEASE reply if the facts described below are normal and if so, I will do my best to spread this email to as many public sites as possible.

I contacted Apple support and after almost an hour of talking and trying to identify the problem online, they replied that there is a problem and that it is too early to disassemble the phone and they will send me an email to visit an authorized Apple service center. I insisted the phone to be replaced.

I made a visit to the authorized service of Apple for our country - Creative Center on 14.11.22. I explained to them about the problem of the phone and attached a video for greater credibility.

They replied that this email means nothing to them, and it says nothing other than that there is a registered problem number. I left the phone with them anyway with the promise from their side that they would contact the manufacturer to confirm what I requested replacement. After about 5-7 days, I contacted the Creative Center again to check what is happening with my case - they told me that there is no answer. I call the support again and again, an hour of explanations about my problem. It turned out that they could not find an inquiry from the Creative Center about my case anywhere, and they asked me for a repair number that was not given to me and that without it they could not do anything. After repeated phone calls to Creative Center, they gave me the repair code. And it all started again - talking to support, providing another email from them and again visiting Creative Center hoping for a replacement and again nothing. Creative Center said this time again that the email meant nothing for them and nowhere in it does it say to replace the phone and the only thing they can do for me is to repair it for me. I was in urgent need of a phone and in the end, I was forced to agree with them. The next day I they called and told me that they would only use the display from my phone because the problem was serious.

In several days after the replacement of all the parts except the display, I can experience the same display issues happening. 

I again insist the phone to be replaced.

1. Is it normal to be refused a replacement for a phone that has a factory defect and is less than 30 days old from its purchase?

2. Apple support and Creative Center to pass the ball to each other and hang me for 24 days and to stay without a phone when internet banking and company email are on my phone, and I work with it and every day. I suffered loss of money.

3. Shouldn't these 24 days be added to my remaining warranty?

4. When I left the phone in the repair shop, it had a protective front glass installed, purchased from Istyle for 50 euros, and the phone was returned to me without it.

My question is: Are these the steps that should be taken when your phone stops working not on fault of yours. Where are our rights?

Thank you.