I had a very disappointing experience with the customer service, particularly with a staff member named Pet. He was unprofessional and dismissive, especially regarding the issue I raised about the discoloration of my AirPods Max. Although he disassembled the device and found no evidence of spillage, he still insisted that the discoloration might have been caused by one. When I questioned this conclusion, he responded rudely and walked away. Additionally, Apple Support had previously created a warranty exception case (20000104188509) for this issue before my in-store appointment. However, due to a system outage at the store, the staff could not locate the case in their system. Rather than acknowledging the technical issue, they insisted that no such exception existed and began to argue the point, which added unnecessary frustration to the situation.