Sometimes you deal with a "genius" that won't swap it. If they don't see the issue when you are there, then they tend to blame the user.I don’t understand how y’all didn’t just take it to an Apple store for a swap. Took me all of about 15 minutes.
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Sounds like awful support. You had to make several phone calls over a simple issue and then waited as shipping kept getting pushed back for weeks.My iPhone XS Max Smart Battery Case quit working in May last year. I contacted Apple and it took several phone calls to get someone to help. When I finally found someone that could help the case was backordered with a shipment date weeks out. I kept calling every few weeks but the shipment date kept getting pushed back. Eventually the senior advisor let me pick out anything in the Apple Store for under $300. I ended up getting a free HomePod and the case ended up shipping the next week. Good luck getting that type of support from any other company.