I posted this response on another thread, but this one seems to be more appropriate for reporting my own experience...
I sent in my iPhone 6, which I bought in September 2014, for the $29 battery replacement. I have never had any work of any kind done to the phone. It is in excellent condition. They sent the phone back without replacing my battery. Their email reply read: "Your product arrived at our repair center, but our technicians weren't able to process your repair request. We’re sending the product to you along with a letter that provides more information. If you have questions about the letter, feel free to Contact Apple Support to review your options. Be sure to use the same Repair ID. We apologize for any inconvenience." The letter accompanying the phone on return said that their technicians performed "complete diagnostic tests" and "confirmed that it now meets Apple specifications for performance, usability and functionality." Apple claimed it would replace all batteries, regardless of the condition, correct? That is, of course, as long as the phone hadn't already received a battery, or been tampered with, etc etc. Anyway, I contacted Apple today by chat to lodge a complaint. Here is part of my chat transcription:
Frank: Due to the availability of the parts, the device was returned un-repaired and your hold will be returned to your credit card as well.
Frank: What we can do here to move forward, however...
Frank: Parts should be available in the future. We have a few options. Is mail in repair the method you prefer, or is heading into an Apple Retail Store an option as well?
James: Mail in.
Frank: What I can do is attempt to set up the repair again here, however if it prevents me from doing so due to part constraints we’ll need to get you in touch with an Apple Care Advisor from our phone support team. They would be able to take ownership of the case, and attempt the set up the repair at a later time and reach out to you once successful.
James: Forgive my exasperation but...I was going to be charged for a repair that was promised but not made and wouldn't have taken place unless I contacted Apple? And now you don't know if the battery is even available?
Frank: That is correct.
I was finally told I'd need to speak to an Apple Adviser on the phone. Initially, she told me that Apple had determined my 3 1/2 year old phone's battery was fine and that I'd been denied a replacement. She essentially said it was Apple's call to determine if I was allowed to take part in the $29 battery replacement program. I asked her if Apple's announcement that the company would replace phone batteries regardless of condition was untrue. The response was vague, but after a few back and forth's, she told me she would run my case by an advisory board to see what their response was. "They" agreed that my battery should be replaced but I'd have to drive 45 miles to the nearest Apple store to have the repair done...in about two weeks. The alternative was to mail in the phone but that that might take 10 days or more.
Very frustrating experience from a company I've purchased products from since 1985. I will say, however, that the people I chatted with or talked to on the phone were quite polite and tried to be helpful. Still.
If I were you I would find out Tim Cooks address, you can do that for CEOs, and write him a letter of complaint registered post. Advising how Apple made an official press release statement saying one thing, but his staff are saying another.
