June 8, 2021 I contacted Apple to replace a damaged iPhone 11. I used their chat option, agreed to their replacement process (charge me $766, $660 will be refunded when I return the damaged phone) and was told the "Express Replacement" was being processed and that it would take 5-7 days to receive the new phone. I was also told I would receive an email with info on how to send back the phone. Today, June 13, I contacted Apple as I have not received the phone or an email. I was told the replacement order was on hold awaiting the online web payment. I was not told of this or how I was to do this payment on the 8th and thought the payment would be charged on my Apple account as the chat advisor had not mentioned it or directed me to make this payment. I made the payment today and was told it would be 5-10 business days from TODAY that I would get the phone. I asked why is that acceptable when Apple Support made the error of not informing and and misleading me into thinking the order was being processed? I was then told I could speak to someone and was told Apple Support would call me. I got 4 emails telling me that Apple Support had made attempts to call me but got Voicemail. This was an absolute lie as I had the phone in my hand and it never rang and no phone calls were received. I then called Apple Support and spoke to an agent, explained the situation and was told there was nothing she could do. I then spoke to her supervisor who told me the same thing. We established that Apple does not care about their customers. They do not take responsibility for their mistakes nor try to rectify the mistake by trying to help their customer by expediting the order. I asked the supervisor, Marie, if Tim Cook (Apple CEO) is aware of this lack of service and she replied she was sure he was. This situation clearly shows that Apple cares only about dollar signs. Consumers do not matter to them and acknowledging their inept service and bait and switch marketing ("Express Replacement Service" that takes 3 weeks) devalues their products and their brand. I am due to upgrade my phone soon and I will not choose another Apple product.