The New Istanbul Apple Store Frustrating... Where should I submit my complaint?

Question

Hi,
The first Apple store in Istanbul had a grand opening last month. I was so happy like some other Apple users in Istanbul, because I have bought all of my Apple products from Apple Stores in the US. I have always been so much impressed of  Apple's great customer satisfaction approach. Each time, when I got an issue and go to the Apple Store, I have always got out with a smilling face.
However, I have been experiencing serious problems since I upgraded my Iphone 4 to ios 7.1 . I went to the store in Istanbul (29th of May)  and try to ask my question but unfortunately the employees seemed not happy with serving the customers. Finally I got a young rep working for Genius Bar. The whole exact conversation was exactly below:
Me: - Hi, I got a question about an upgrade issue for my Iphone 4 and I have been so frustrated. Could you please guide me?
Apple Employee- have you got an appointment?
Me: Nope. But I just need an answer and I may wait because I could not sort out in the last 4-5 days.
Apple Employee- I am sorry, first go online and get an appointment. Don't see these people waiting for genius bar? This is how it works here.
Me: I would like to wait till you guys are done and I would like to have my quick answer.
Apple Employee: Sorry, everyone here got some problems and they all took the appointment.By the way, I got an Iphone 4 and upgraded to newes IOS and got no problems.
Me: Okay. But I got problems, sorry for bringing problems to you. Can I get the appoinment here and can I wait here. It does not take weeks, right?
Apple Employee: At least 7 days.
Me: Are you kidding me? I was thinking to buy the new Iphone 5s and put my second sim on my iphone 4. Then I will be stepping out the store and go to Samsung Store , buy a new Galaxy.
Apple Employee: Sure... It is your choise sir. If you would like to buy Samsung.
Me: Could I talk to your supervisor?
Apple Employee: Yes, he is right next to me (he calls the supervisor. And the store is fully packed with customers and everyone hears all this tragic conversation)
Supervisor: Yes sir. My coleague is right. You should get an appointment and wait for approximately 7 days. By the way, your phone is out of warranty because one of the screws are not there.
Me: This phone has never been opened by anyone.
Supervisor: It is impossible, you opened the phone and lost the screw. So this phone is out of warranty.
Me: I am saying that this device has never been in the service, never touched. Moreover, my case is a software upgrade issue.
Supervisor: Sorry. If you would like to, you may contact Apple Customer Service.
I still feel so speechless and frustrated. The products in the store are great, design looks as same as other Apple Stores in the States but the employees are really problematic and tragic. I have never been insulted and humilated as a customer in my life.
Thanks Apple Store in Istanbul. I will tell everyone around me not to go there. But I am so so frustrated and would like to share my experince with someone who knows the real Apple Customer Satisfaction approach. I am so lost and don't know what to do.

Answer 1

Supervisor: It is impossible, you opened the phone and lost the screw. So this phone is out of warranty.Wow, I think that supervisor may need some training.  On something that small, a defective screw could fall out, and be missed the moment it is outside its case.   That in my humble opinion is not something most users could or would notice.   Talk about minutia of details.    Now if the moment they bought the phone the cover seemed a bit loose, that would be noticeable, but only if the screw was in an important place to keep it together.  If there are at least 2 screws elsewhere, the looseness of the case may never happen.   Better evidence the phone was opened would be needed, such as something out of place inside the phone.  Without having an appointment to visually inspect inside the phone, you can't really tell for certain it wasn't just a defective screw.