Apple support on this occasion was totally inadequate

I'm writing on behalf of a friend, who, as will become clear, won't be writing this review herself.

The brief summary is that she dropped her iPad, shattering the screen and bought a new one. She transferred the SIM card and started set up, but didn't have her iCloud id and password initially. So she arranged a support call with Apple and did the work in our house because she uses our broadband.

Apple support 'phoned at the arranged time, but the call was from a Filipino with a strong accent that my friend found incomprehensible half the time, who compounded the problems by calling my friend by her first name when she specified her surname AND WHO COULD NOT SOLVE THE PROBLEM. Compounding all this, my friend's husband has just died and the funeral was this week. The friend said this to Apple but even so, DIDN'T GET PASSED TO SOMEONE MORE EXPERIENCED.

My friend then spent an hour to a friend of hers who 99% sorted her out. I couldn't do it because I don't have Apple experience. SO IT WAS RESOLVABLE.

This is shameful for Apple, who styles itself as a luxury, quality brand:-
1. For a common problem such as a broken iPad, bought new one and needing to transfer data Apple support must provide a solution.
2. For people who are really stressed (my friend cried on the 'phone) and the first person can't help, Apple must pass the call to someone more experienced.