iStore doesn't care

I bought airpods pro when they first came out before COVID, I took them in twice before COVID and once after and now a couple of months back all for the same issue, the manager said it's a faulty device and they will replace it only later for someone to call me and say no they won't, the expect me to have bring it in while in Lock down when they weren't even open, even though I took it in ASAP after lock down, even now when Apple did a recall program for this issue.