I'm at a complete loss with this one and have no clue what to do. The (shorter) story: My iPhone 6s was shutting down at around 50/60%, checked my serial and was eligible for a battery replacement due to the manufacturing issue. Booked the replacement online (I'm around 50 miles from the nearest store so decided to post it in). Apple sent me the packaging and collected up the phone. A few days later I get an email saying Apple are refusing to replace the battery as the screen is broken. I was stunned when I heard this as the screen, and the phone as a whole, was in perfect condition when I posted it to Apple (I removed the glass screen protector and case before posting it). Fast forward several calls and emails to an Apple customer services they inform me the are "confident" that it was not broken either during shipping or at their warehouse. When I asked how they could be confident of that I got no information other than that is what their "specialists" at the warehouse advised them. Pressing further I asked them if they had notes or pictures of the condition of the packaging on arrival to which I was told "They would not release that information". So they've returned my iPhone, still with a defective battery, and now with a broken screen. Is there anything at all I can do?? I can't claim on the postal insurance as Apple paid for that and I apparently can't claim of my own phone insurance since it wasn't in my care when it got damaged. Simply at a loss with Apple customer services, this whole thing is verging on unbelievable.