Reparación iPhone

PROBLEM. Good Morning!
I want to report the unfortunate management of Apple support via email, phone and in person.
I'm from Argentina and I have an Iphone X 256gb in warranty. I started failing the FaceId and communicated with Apple support. They opened Case No. 20000021702083 and asked me to take the equipment to a service in Argentina. When they deliver it, they write me a letter that the team is in perfect condition and only the Face ID fails. After four working days they inform me with pictures that the team seems to be trying to open. I asked again Apple Support for the reason that the equipment was never manipulated and asked for new information to the store that has the equipment in repair. Now they say I'm getting water.
I already overcome the whole situation, talk to six main advisers (Jose "***", Tania "***", Luis "***", Jason "***", Milena "***" and Velia "***"). Everyone told me they were going to follow the case and they gave me an answer. NOBODY GAVE ME ANY RESPONSE. I only know that the report was passed to Engineering so they can see the case but I still do not have any news. It's been over ten days of my claim.
Also send an email to the store in Argentina to get the phone back and do not respond. I think it was wrong for me to escalate the problem to Apple and I do not know what else to do. The time in calls, the emotional and cellular wear without real information.
I do not understand Apple's methodology for this problem and do not give solution.
As an Appel user many years ago, this was my first problem and I feel disillusioned by the mismanagement and misinformation. The iphone never opened and never touched the water. It seems that they try by all possible means not to cover the guarantee by exposing them in Apple directly.
I just hope that someone really helps me with the case.
Sincerely,
Christian

Publicación editada por el Moderador.