Complaint report about TELESERVICE warranty in Istanbul Turkey

Question

I 'm writing a complaint to report on my  Iphone5 device that i bought one from an authorized dealer of you; Istanbul Bilisim A.S Turkey Istanbul   . 
i  bought my phone on 07/25/2013, serial number 01*******355, from Istanbul Bilisim A.S Turkey Istanbul
You can see the receipt of it attached file .
Two months later, the phone's audio output has been damaged, i called the dealer ask for the guarantee, they answered "your guarantee is not on us". They made me directly to the company named  Brightstar / Teleservice  .
on 10.22.2013 i send my phone in its original box to Teleservice Company with the fault information in it by cargo. ( Yurtici Cargo )
A week later, the phone was sent back to me by cargo company.
The note was added ,that they need me to uninstall the application of "find my iphone" from i cloud, i couldn't understand why it's necessary but i did what they asked for.
Following days i called the company to get the information about their decision, they said it's decided to change with the new one.
On 22/11/2013 supposedly " new "one send to my by cargo firm.
i said supposedly because the "New" device is faulty; is has rattling noise coming from it !they placed the "new"phone  in the box which i send them my damaged phone 
At the same day , this time, we've reached the phone which they send to the service office in person.
i said there are sounds came from "New" phone they send to me and i don' t believe that it's really "NEW"... they got  the device from my hand and go away to the back room and 5 min. later came back ,then he said" we got it all right ",
I told him, i can not accept this device
They answered that they could not give original sealed box device , they gave me the information of new phones are coming them in this way from the manufacturer.
Within this information, with your permission, I want to ask you a few questions ;
1 - Is Apple firm REALLY sending Iphone devices ,under warranty change, to the authorized services in this way?
2- Is Apple firm is aware of their authorized service of  Iphone devices named TELESERVICE, is sharing wrong informations with consumers , And is this behaviour accepted by Apple Company?
3- Is Apple firm aware of the comsumers bad experiences, grievances  about authorized service ,named TELESERVICE, of iphone in many countries.
4- Is Apple firm aware of lots of people are injured by TELESERVICE , lots of complaints are written in internet, and ther is a facebook page named TELESERVICE VICTIMS;
" TeleService victims " https://www.facebook.com/teleservicemagdurlari?fref=ts
View on a facebook page including thousands of complaints across Turkey
5-Is Apple firm doesn't valued the reputation in Turkey  , after sales satisfaction and customer loyalty of Turkey market?
i have been an Iphone user since the Iphone3 came out .I have used my Iphone3 and iphone4 model phones seamlessly  but Iphone5, during warranty coverage i'm done with the service problems. It will become a pretty discouraging experience for the next telephone exchanges .
There is a change decision, issued by the competent service of mt device in the warranty period . I want them to be replaced  my phone with the original sealed box a new or demand that fee refunding . With this request, the same day i delivered the device to  TELESERVICE and they refused to change it with the original sealed box a new or demand that fee refunding.
Assuming that every serious and honorable company ,as wellknown as Apple firm, cares about the customer satisfaction, i want to share with you about the process i am placed in.
TELESERVICE is insisting not to change my phone with the original sealed box a new or demand that fee refunding, unfortunately, i have no chance to enter an action and wait for the consumer courts decision, and write the whole bad experience process to social media including this letter.
For the brand awareness and satisfaction sustaining ,i need you to interfere flow my problem (and the grievances of all Turkish consumers injured by TELESERVICE) They are representing  Apple brand here. Thank you for your interest.
I'll be waiting for your reply ,
yours sincerely .
Bahar Ünlü, Architect,Ms. (İ.T.Ü)
<Edited by Host>

Answer 1

i have received an e-mail From Damla Ulber, who is Apple Account Manager in TELESERVICE Germany, including following massage, she tried to explain something about the process failures but above all offers nothing to solve the problem; here is the massage;
Dear Mrs Unlu,
In regard to your mail to arvato Bertelsmann, I would like to give you some information about your case:
As Apple’s authorized service center in Turkey, we do after sales services for Ipads and Iphones. In “non-repairable” cases, broken devices are swapped by an equivalent devices of the same model and colour. These “swaps” were sent by Apple and it is indeed correct that they were sent in a box without any accessories- not like a purchased phone or tablet from a retail store. The meaning of “swap” is like “exchange device”.
Apple has recently changed its after sales structure and opened a local warehouse in Turkey. You as a customer shouldn’t be affected by these troubles were occurring, but unfortunately shipments and services delayed and our customers had to wait longer than expected for an exchange device.  We – as Teleservice – are sorry for this bad experience.
Since iOS 7, the FMIP (Find my Iphone) regulation is mostly activated by users so that in case the phone gets lost or stolen,  you are able to find your phone even if it’s off. So there is no way for use by unjustified persons. However, this is avoiding a repair as well. Without your permission – means without turning off the FMIP function – our technicians can neither repair nor swap this phone with a new one. Since your IMEI changes with a swap device, it would be easy to steal a phone with warranty, bring it to service and get a new, unwanted phone “for free”. This is why we asked you to turn off FMIP.
Sound problems are the highest probability seen on Iphone 5 models and reason to swap the device since there is no chance to resolve this problem properly. Like new Iphones, Swap phones fulfill the same criteria, have the same software and – unfortunately- therefore, the same risk to be defect. In case your swap device doesn’t work properly as well, it will be swapped again and defective devices are sent to Apple. Everything sent by the customer will be sent back in the same way. This is why we are not able to provide you an original sealed boxes even if we would like you, because we basically do not have any.
We are aware of complaining pages about us and other companies in the social media you were talking about. This is of course a very bad reputation and we try our best to improve our image for the future, however good experiences are rarely shared.
This is not a defense mail, so please don’t get me wrong. I can totally understand your disappointment about our service as I am very unsatisfied about our unlucky situation as well. We would to like to offer the best service to our customers and will do our best to do so very soon since waiting devices are mostly handled.
Yours sincerely,
Damla Ülber
Apple Account Responsible