I bought my iPhone 11 at the local Verizon store. They also sold me a screen protector saying if it ever gets cracked they will put a new one on it. It's cracked and when I took it to the same store the guy tells me he has no records because it's now a new company. I asked if it was still Verizon and he said yes. He said the stores are like franchises and they don't have any records of what previous companies did or the products they sold, therefore he cannot do anything for me.
I'm kinda amazed at this and can't figure out who to complain to. Just seems like a faulty business model.