I will say right off that I am a fan of buying Apple, and its not just because I blindly follow some company, but because they "re-earn" my business and $$$ over and over again. Within my family we've bought countless iPhones, iPads, Macs, Apple TVs, Airports, and even the Apple Watch. My youngest daughter who's in college has had a habit of damaging her iPhones over the years, so we always get AppleCare +. Her iPhone 6 has been replaced once already for being damaged, and then she dropped it again about a year into owning it. The screen has been cracked for several months but she kept using it because she didn't want to blow her second AppleCare replacement, and it still worked fine. The cracked screen was mostly in one corner and wasn't flaking off. This week the backlight on the display died. I had quite a discussion with her about it because she felt Apple should just replace it for free because she didn't do anything to it to cause it to stop working. I explained that a) it was out of warranty so failures aren't freely fixed, and b) it has clear damage so they will likely not believe that it just stopped working... and that the damage could have had a delayed result in causing it to fail. She didn't think that was fair, but that is life. We setup an appointment in the local Apple Store, and went in with her understanding that her 2nd AppleCare replacement was probably going to get invoked, and that she'd have to pay the co-pay. When we got out of the car, I checked the appointment on my iPhone in the Apple Store app, and it checked us in while still in the parking lot! We walked into the store, were greeted and verified we were checked in. About 5 minutes and we had someone helping us. The guy used a flashlight to confirm that the phone was on, but backlight not working. He then had her log into iCloud and used FindMyIphone to make sure it was her phone. My daughter told him she dropped it several months earlier (explaining the broken glass and scratches on the body) and it had been working fine, but the display just died the day before. Without anything else said, he told her he was going to replace it for free because it was defective. So, even though she's owned it for about 16 months and clearly damaged it from misuse, without question he replaced it under warranty. This is why I continue to buy Apple. Had she owned a Samsung Galaxy or Nexus, or any other manufacturer's smartphone, we'd most likely be buying a new device. So when I get called out as being a fanboy by someone, I just want to be able to refer to this thread! No other company comes anywhere near Apple on customer service.