Dear James, Thank you for your comment.We do understand your dissatisfaction with the quality of your recent customer service experience with your seller, and the inconvenience this may have caused. If you are planning to upgrade the RAM, this laptop model has one available slot that supports a maximum RAM size of 8GB. To be able to play videos from your iPhone, you need to download and install a third-party video or media player application from the Apple Store or from a third-party. If you need further assistance with the warranty service for the product, please email me at cl-rodel@asus.com and I will be more than happy to help. Or you are most welcome to call Product Support Hotline at: 1(888) 678-3688. Also, you can chat with an ASUS live support agent from the link: https://www.asus.com/us/support/article/1135/. Thank you for choosing an ASUS product. Regards, Rodel ASUS Customer Loyalty