I think your video, experience makes me more angry than what I just dealt with. What the...!?Unfortunately when it comes to battery replacements, they play all the games you can ever imagine and definitely not the Apple support you would expect.
Check out my experience with an iPad. Service center shipped this product back telling me everything is good. Unbelievable..
Post in thread 'Apple refuses to replace iPad battery'
https://forums.macrumors.com/threads/apple-refuses-to-replace-ipad-battery.2263257/post-29453633
That is just pathetic! Clearly they didn't even look at it. Or simply could not care less.
Chat is one thing...its just a cold experience. The phone, again it depends on who you get as always. I've had a few this year that just had an attitude from the get go. (I swear, once you get that vibe...hang up and try again.)
A while ago...5, 6 years ago I've had what sounded like nice older very friendly woman. Totally willing to help. That is very rare now.