I purchased an iPhone 6 Plus as an in-store pickup. That same day I noticed my home button was funky (loose, made a double clicking noise, squishy). I contacted support and they said they'd expedite a new iPhone 6 Plus to me. Sweet! Well, the phone arrived today, but in the 'no accessories' box. I thought 'well, maybe it's new and this was on hold as a replacement.' I checked the build date - September. Then I noticed the screen had multiple deep scratches. I contacted Apple and they actually said there's nothing they can do. Nada. I have to send back the scratched, refurbished iPhone 6 Plus (who would want a refurbished iPhone to replace a day old iPhone?) via FedEx and then hunt down a new phone on my own. They said they could put _another_ hold on my credit card and expedite another phone. I asked if it would be new. They said they couldn't guarantee if it wold be new or refurbished. I asked if they could hold a new phone for in-store pickup (and I'd also be fine with them placing a hold on my credit card). Nope. This took about three hours (not kidding) being bounced between different people who 'took notes' but got the notes wrong every single time. Ridiculous. If you bought a new phone, and there's anything wrong with it, just find a replacement using istocknow.com. Apple support sucks.