Apple customer service

Calm your farm.

 

No one suggested to be rude; but rather to insist.
I worked as both Tech Support and Customer Care for all kind of home electronics, and although it depends a lot on which company we're talking about, in most cases insisting every day (even several times a day if possible) got the customer the solution they wanted/needed.

I even had to do that with Dell, Dell Escalation Support and Dell upper management to get them to honor the warranty... it took 3 months of hard work insisting with emails mostly, but they ended up doing what they should have in the first place. And although everything ended up ok, it was 3 months with no computer and hours and hours of lost time.