I've dropped my iP4 several times onto some kind of padded surface i.e. carpet etc. But about a month ago I was with a customer on their shop floor (concrete), reached into my pocket to retrieve my pen and upon withdrawing my hand & pen, my phone came along for the ride and hit the concrete floor.
Embarrassed by my clumsiness in front of my client, I scooped up the phone put it back in my pocket and went on with my business there.
Upon getting in my vehicle to depart, I pulled my phone out to make a call and that is when I noticed that a corner of the front glass was shattered. The phone still worked but it looked awful.
I brought up the Apple Store App and scheduled a genius bar appointment in an hour. Upon arriving for my genius bar appointment, I admitted that it was my clumsiness but I needed to get my phone fixed. The genius, took the phone, typed into their system the s/n and looked up at me to say, "you know this is not under warranty." I acknowledged that I knew that. He kept typing, turned around, picked up a box with a new phone in it, handed me a service order to sign. I fully expected to pay $199 for the privilege but to my surprise the total was $0.00.
When I asked him what was up with that, his reply was "a guy needs his iPhone." I gratefully thanked him 20 times and departed.
Now that is what I call customer service, and people wonder why I am a fanboi!