Does that mean you’ll get a new refurbished phone? Trying to figure out if I will lose my phone for repair for a couple of days or that I will get a new one. Apple support doesn’t seem to have the answer

Thanks - the reason I asked is that, if they replaced it instead of repairing it I needed to transfer my data as I would have a new phone and lost the data otherwise

Hi mate, it fell and it shattered the back, the screen is also damaged but not totally damaged

Agreed. Once had to deal with Sony customer care. This was enough experience for me to never buy Sony again. They just ignore you and say the problem is not theirs to fix and leave you empty handed. Horrible customer service