Cautionary tale: I took my MacBook Pro in to get the defective keyboard replaced. Apple store techs broke the logic board when opening the case, then sent the machine to a third-party vendor who replaced the SSD without authorization. The whole process took 10 days.
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Sounds like you have a >=2016 MacBook Pro? And yes, one of the reasons I’m now an ex-Fruit Stand employee was the general decline I saw in service quality and care - being able to anticipate things like that, instead of dealing with it afterwards. They’re hiring C players now.
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Yeah, it was a touchbar MBP. I'm sorry to hear that drop-off is happening.
End of conversation
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(AMA)
Jokes aside, sending laptops out for repair is pretty common, and one of the things that Apple does have you sign off on before a repair is data loss. Of course, this isn't usually explained very clearly...