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My provider, Verizon, allowed me to switch upgrade dates with my daughter and I replaced the phone within a month. But besides being no help I left the store fuming over the smarmy and aloof attitude that everyone I dealt with in the Apple store seemed to exude. The service in any specific store in a chain of them is dependent on the specific manager, so I do not discount the excellent service your friend enjoyed. But count me in with the two percent whose experience with Apple's customer service was less than satisfactory.

Hmmmm. Well your contract was with Verizon. . . and Apple could not do anything about that. It was nice of Verizon to allow you to switch contract dates. I've done that with AT&T. . . but they are getting much more restrictive on that.

And you are right. The attitude of store managers percolates down through staff. You were not treated right. Your timing, since you had a 4s would have been about when Apple had hired a guy named Browett (?) out of a British chain store line, to head Apple's Retail stores. . . he lasted just about six months before he was summarily canned. His attitude toward customers which he told people to use was about what you experienced. That's what got him canned. He was cutting staff and telling them that saving money and the bottom line at the Genius bar was far more important than customer satisfaction! Cook called him in and he was GONE! One of the shortest tenures in a high position at Apple. He just did not get what Apple was all about. . . which is pleasing their customers.