It was an Apple Store. I was mad about it. It's not a big scratch. Looks like a piece of dust. When I get the phone back I notice it right away, and ask the girl at the Genius Bar (I guess she is the manager, because she's telling other people what to do, but I don't know) if I can use a microfiber cloth to try to wipe it off. Doesn't come off. So I tell her the phone is still scratched. She goes and gets a piece of dust removal tape and tries three times to take it off, but it's still there. That's when she gets pissy and gives me the phone back. She says you can't expect these phone screens to be perfect, since they're made of glass, and if you're that worried about it go back to a flip phone. She then turns away from me and immediately starts talking to another customer, and I have to interrupt them to get a word in. It left a bad impression.
I've had one phone replacement and two screen replacements. They've all been free. Two times I had visible dead pixels, this last time was cosmetic damage. Before they did this last replacement they told me I'd have to understand cosmetic damage is not usually covered by AppleCare, but since this time it might have been caused by the screen assembly repair they'd do it. I'm pretty disappointed by the experience I've had so far, quality wise, but relieved that they've covered each problem for free. But now the way that girl talked to me was like a giant fuck you. Really poor service.
I don't know if I want to support Apple in the future after this. The way that employee spoke to me was really insulting. She was like someone out of Mean Girls. I left the store because I didn't want to be there anymore... I got hung up on thinking about the exchange for a couple of hours last night. It really bothered me.