Wow that has to be hard to beat. Espically on a 3.5 inch screenI've never damaged any of my iPhones. I know someone that dropped a 4s a month after owning it, shattering the screen, and had it the full length of the contract. By the end, there were shards of screen missing. He then got a 5c and broke it within months.
I'm sure they are overworked. My gripe is with Apple for not hiring more employees. Customer service is one the things Apple is best known for. It's a shame to see that it's not up to old standards (granted still better than the competition).Apple employees are super busy everyday.