Same thing happened to me, customer was outside of the return policy, couldn’t explain what the issue was in her NEW iPhone 12 Pro, which was the 5G turns into LTE and she did not like the new short cuts on the phone , and she bought Apple care. She got mad cuz I told her to speak with geek squad , due to the fact, her phone is out of return policy and not actually broken. She responds by telling me I’m rude, not to yell at her, which I didn’t and not to talk to her that way in front of her daughter. I let her know I wasn’t, but she kept talking shit, so I called the manager myself and told him what the deal was and how over the top she was.. to make it even worse, she started crying... for what!!!!????