What is up with customer service lately???

Apple is the product of choice in my household and has been for many years.  I work on a MAC, have two Iphones, several Ipods, two original Ipads and recently brought an Ipad2 for my youngest child.  I have not even had the product for a month when this occurs:  My child was working on the Ipad2 and went to pass it to his brother who was on the coach next to him.  It slipped out of their hands and fell less than 12 inches to the floor.  Before I could get to the Ipad my youngest son picks it up and cuts his finger open on the glass.  The Ipad2 was cracked in the bottom corner and the glass shattered into tiny pieces. I put the Ipad away.
I call up Apple and explain my situation.  I get the most ridiculous response from a supervisor.  She claims that she can not help because when the repairs department opens a box that is sent in and see a broken screen they will automatically look in the system for a credit card number.  They want $269 to fix it.  As if there is no way she can over ride this. 
For a company that is supposed to be so great with customer service they seem to not care so much about customer safety.  How do you promote a product and say that it is so great for people of all ages.  Yet not take into account that your product is composed of a highly breakable substance like glass and may have accidental damage.  You promote apps for young children to use with your products yet when they get injured using your product you are of no help.  I would really like some resolution to this situation.  I have never had any problems with your products and have always praised your customer service very highly.  This time around I was extremely disappointed.  Please help reinstate the faith I have had in Apple for a long time.

9of13 wrote:
..............The other is an everyday tool for living and entertainment. Apple tells us to let our children play games on it, stuff it in our backpack like a book, toss it on the couch like a magazine, fall asleep with it while watching videos,  .........
You really have to read what you write before clicking on "Add Reply".
Apple does not tell you to let your children play games on it; there is no ad content featuring diaper clad toddlers stumbling around on your elegant wood flooring carrying your iPad. In fact, these forums are filled with horror stories of people who have done just that.
Apple has not recommended that you just stuff it into your backpacks or your briefcases and then casrelessly, casually toss those items around as you seem to think is the normal way to use them. In fact, these forums are filled with horror stories of people who have done just that.
Apple does not recommend that you toss it around like a magazine, which most sentient beings would recognize as being in many ways different from a sophisticated manufactured item. In fact, these forums are filled with horror stories of people who have done just that.
Apple does not recommend that you fall asleep with it while watching videos, or watch videos with it propped up on the edge of the tub, or anything of the sort. In fact, these forums are filled with horror stories of people who have done just that.
Bottom line is you made a judgement call in allowing unsupervised young children access to an expensive piece of hardware that they, through carelessness, inattention, lack of coordination, whatever the reason ..... broke.
No new life lessons there, I think.

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    http://www.bbb.org
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    I bought a Droid Eris when I renewed my contract at the end of last year.  Since then I have had to return my phone because of defects and am now on my third one.  This one is also causing serious problems when I am trying to text and answer calls (freezing, screen moving on its own, trackball not working).  I took it back and said that I am sick of having to replace it with the same model and I wanted a different one because, quite frankly, I don't believe I have gotten what I paid for with all the defects and frustrations I've experienced.  I need the features of the smartphone for one of my jobs, but I was told that I could only get a different model smartphone if I purchased a refurbished one at a "discounted" price, which didn't seem all that discounted to me at all.  I was then offered again, a new Droid Eris with the 90 day warranty.  Well, my luck, day 91 will come and then my phone will begin to malfunction before I can renew my contract in October.  According to both the store rep and the customer service rep at the 800 number, I would just have to deal with it or, they asked "do you have a back up phone?"  So, that's Verizon's quality care for their customers?  "Welcome to Verizon Wireless, we hope you brought a backup."  Verizon has really pushed me so far on this that I don't think I want to renew my contract.  That is the part that gets me.  If my phone DOES screw up and I have to deal with it until October which is the soonest I can renew my contract that is up in February.  Well, if I don't want to renew because of the lack of professional service, I will not have to "deal" till October, but until February or suffer the the expensive contract termination fee.  I would even take a refurbished smartphone, other than the Eris, if they didn't charge me an obscene amount for it.  I am extremely disappointed in Verizion.  My cousin, who was eligible for a new phone once, had a problem with her phone but just wanted it fixed.  Without question, she was upgraded free of charge to a better phone...and she didn't have a warranty, she didn't need to pay anything, she hadn't had to return a product several times that was known to be defective...they just gave it to her.  I don't understand why, when I clearly have grounds to be upset, they refuse to accommodate me with just another model phone.  Is there ANYONE else from Verizon I can contact who would be willing to work with me on this?   Anyone here have a similar problem?  I don't want to sound like a complainer but I've never had such a problem like this before and its completely aggrivating, especially when I have a project for a job that requires constant communication and they refuse to guarantee me a phone that will actually work.

    Oh, I so feel your pain! I have even gone as far as writing to the corporate office a month ago and have not heard anything back.  I am trying to email them again but now it is a bad the emails are being returned. Not thinking' they care about the old customers because of all the new customers coming from AT&T.
    Can someone please post an email address for NE Area corporate! Please!

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