Oh my goodness I’ve never been more disappointed in Apple and I have been loyal to them for many many years. It all started with my 3 yr old iPhone X starting to have battery charging issues and ultimately a neon green line that went down the display. I decided it was time to upgrade to the iPhone 11 and also figured it was worth the shot to see if they would take my ailing X as a partial trade-in credit. When the trade-in center received it, they could not get it to charge and sent it back to me denying the credit. No big deal, I figured that was probably going to happen but was worth a try. When I receive My iPhone X back from the trade-in center, I inspected it and realized the front glass was being pushed out of its casing. I contacted Apple support online and they instructed me to take it to a Best Buy to have it looked at. When I got to the Best Buy they immediately told me it appeared I had a swollen battery, that it was very dangerous and that I had keep it powered off and to mail in the phone to Apple repair instead. So I went home initiated the mail-in battery replacement, paid $79 and waited a few days for an update. The update came today saying They found “additional hardware damage” and increased the repair fee to $549. I called them to find out what the additional damage was and it turns out they were refusing to replace the battery without replacing the glass because of micro scratches on the display glass. My phone was in a case from day one and always had a glass screen protector on so whatever scratches they found must have been extremely tiny because I never noticed any. I went around and around speaking to a couple different service support agents and was told unequivocally that Apple’s policy was to not replace any battery for $79 if the phone had any sort of cosmetic damage at all, including the most minute micro scratches. They explained my options were 1: pay the $549 to get a new screen fitted and new battery inserted or 2: cancel the repair and they will return the bulging phone back to my hands to use as I see fit. This absolutely floored me because they are willing to put a customer in danger all because of some ridiculous policy they’ve instated to squeeze money out of their loyal customers. I find this absolutely disgusting that they are taking advantage of customers like this. Now I will say that after a couple of hours of emailing and escalating phone calls they finally conceded to by-pass the cosmetic damage and replace just the battery at the original $79. And while I am relieved and appreciate it, I am extremely disappointed for the hassle.