So, around last December, i dropped my iPhone 4S and the screen cracked. I know that accidental damage like this is NOT covered by the limited warranty provided with the iPhone (I didn't buy AppleCare+) and so I've been using the phone as is, with the cracked screen. About 3 days ago, the power/lock button on top of my iPhone stopped working, no clicky sound and the iPhone is unresponsive. I was curious to see if the warranty still covered this, even though the front screen was cracked. I went to the Apple website, and I spoke to several different Apple Representatives. After talking to 8 of them, 7 of them told me that my iPhone was still protected under the warranty against manufacturing faults such as the failure of my lock/power button, and the other 1 just referred me to tech support.
So, feeling pretty confident, I headed into the apple store and I talked to the mediator person in between the rest of the store and the Genius Bar. The guy there told me that it'd be 199$, without even looking at my iPhone. I explained to him that it was a manufacturing fault, and how i had talked to the sales representatives online and how they had said differently. He dismissed it and just said that it was irrelevant.
So, disappointed, I headed home, and I decided to ask the online sales representatives again. When i related to them my experience at the store, of the two different people that i asked, they both said that it was likely just a bad experience with someone providing bad customer service; they both thought that the phone should be replaced for free. Both recommended that i save their conversations and to call AppleCare.
So, the next morning, I called AppleCare, but they weren't helpful at all. The lady on the phone kept telling me that i needed to pay for AppleCare+ before i could call them and wouldn't answer any of my questions. So i headed back to the Apple store and related my story to the mediator guy (a different one). He said that if the sales reps online had said that i could get the phone replaced for free, then I could go back online and get my iPhone replaced by AppleCare. So now what steps should i take to get my iPhone replaced? I'm not sure if i should call AppleCare again, or if there's a way to email someone about this at Apple?
Kind of long...sorry :P Thanks in advance