There are so many things we depend on cell phone manufacturers for. The first, of course, is to provide a quality product. The second, to offer warranty coverage of said product. And the third, quality support for said product. So why does it feel like you're trying to pull teeth without anesthesia when you go talk to them about any of these things? Well, it doesn't make them any money, that's why.
Here's a prime example: Apple's iOS 10.3.1 software "update". We continue to blindly trust Apple, regardless of their many faux pas in the past, and yet get angry when our iPhones don't perform the way they were advertised. This latest software update has been proven to increase your phone's security, yes, but that increase in security will also reverse any jailbreak you've paid for (if you wanted to move your phone to another service provider without buying a new phone, you're up a creek without a paddle). This software update also fails to correct the battery loss bug introduced in iOS 10.2! So, if you went to get your battery replaced to fix a failing battery, it doesn't guarantee that it will fix the problem because the software is causing it to die prematurely. Aka, you'll be back. A few other problems: Touch ID going out, Siri not working, e-mails not downloading, etc.
So, what does Apple do? "Your phone is not fixable. You should upgrade!" False, y'all. They could easily downgrade your software update, but the Apple "technicians" are anything but. If you're working at Apple, you're a salesperson. You get better commission payouts when someone buys a new phone, so why bother fixing one. Second option: "We need to send it in for warranty repair." Yeah, and all they're sending back to you is another iPhone that was sent in under warranty to be fixed, not your original phone. So say bye-bye to your information!
Another example? LG's Christmas 2016 update. OH.MY.GOODNESS. The pain we have felt for these people. LG pushed a new software update that caused the majority of their older version phones (2 years or so) to go into bootloop. What's bootloop? Your phone turns off and back on over and over. What else happens? It erased your phone. Your information is gone. Peace out.
LG's response? "If you bought your phone in the last year, it's under warranty." Okay, cool, but what if I bought my phone a year and a month ago? Oh, no warranty for you. Buy a new phone. Literally. They refused to help those people. Why? Because their sales were down and they wanted people to buy their newer phones (which aren't really anything to write home about, minus the G6), but probably their least effective marketing/PR campaign.
So, what did we learn? Big box companies don't really care about your experience, they care about what comes out of your wallet and goes into theirs. That's why they constantly try to undermine those of us trying to help keep your devices up and running on a regular basis for a fraction of the cost. While we have immense respect for these companies and what they create, we also have a high level of respect for ensuring you're taken care of first.