Apple: “Unlimited Replacement” Promise Was Not Honored

Last year, I purchased an iPhone 16 Plus 128 GB Pink for my wife from the Apple Store at Zorlu Center in Istanbul. During this purchase on 20/01/2025, the sales representative offered me a screen protector replacement plan for an additional fee of around TRY 2,000 and clearly stated that it included unlimited replacements. Before accepting, I explicitly asked whether we could replace the screen protector anytime without any conditions or limitations. The representative clearly replied that we could replace it anytime, and my wife was present and witnessed this conversation. Relying on this assurance, I decided to purchase the plan. On 03/08/2026, after the screen protector became scratched and slightly cracked through normal use, I went back to the same Apple Store expecting to use the promised replacement service. The representative there examined my phone, saw the cracked screen protector, and immediately told me that nothing could be done because cracked protectors were not covered, and that replacements were only provided if the protector developed air bubbles. This is completely different from what was promised at the time of sale. If I had been correctly informed that cracks were not covered and that only air bubbles were included, I would never have purchased this plan and could have had the screen protector replaced elsewhere for a much lower price. In addition to the misleading information, the attitude of the representative during my last visit was dismissive, arrogant and condescending, which made us feel as though we were being scolded rather than helped. I have the invoice and all purchase records, and Apple can easily identify the employee involved through the transaction history and verify the details of my purchase and the service that was sold to me. The current situation does not match what was explained and promised when I paid for this plan. At the very least, I expect Apple to honor the promise that was made to me, even if only on this one occasion. I respectfully request that my screen protector be replaced as originally promised at the time of purchase and that this misleading sales practice be investigated and addressed. If this issue is not resolved, I will consider pursuing my consumer rights through the relevant legal channels. As a customer who chose Apple because of its reputation as one of the world’s most trusted brands, I sincerely hope that Apple will honor the commitments made by its staff and resolve this matter fairly.