My launch day 12 PRO sat at 99% for a while and then started dropping about 1%/week for the last 7 weeks, and battery life seemed to drop. After many chats and a call with a "Senior Advisor", was told to go get the battery replaced at the Apple Store. I asked three times if they could guarantee it would be replaced if I went to the store. Was told yes, and that they would put it in the case notes.
Of course once I got to the store the "Genius" said that they could replace it... for $69. That the phone/online reps don't know how stores worked. I asked him if Apple owned the store or it was a franchise, which of course everyone knew it was an Apple Store. I told him to go ask his manager. They made me wait 20 minutes until he came back to say the manager had made a "one-time exception". The manager also passed-by the table, and in front of me told the Genius that "this is his lucky day" (referring to me), "because he had like 12 people waiting........".
Even though I got a new battery, seems like Apple Customer Service has gone down, and they are more concerned with maximizing profits!