Brought my iPhone here for a battery upgrade, made an appointment and was seen quickly. The staff ran diagnostics and noted my external phone condition to be "great". 1.5 hrs later when I returned for it there was a giant crack on my screen. Luckily it was only my glass screen protector. When I asked the Apple rep what happened she claimed not to notice or see it. It wasn't until I insisted there was a crack that they shot back "we're not liable for that".
Main issues:
-Confusing check-in process
- staff should have acknowledged it was a risk to have a cracked screen upfront before starting the work
- staff should have acknowledged the cracked screen and apologized instead of hoping I "wouldn't notice". Transparency would have gone a lot further with customer trust.