Lack of support for rented movies

Last night I rented a movie from the AppleTV. It appeared to download okay. But when I tried to play it, all I got was a white screen.
I immediately tried to call Apple support. After a few minutes with the voice response system, it told me they were closed – call tomorrow. Why didn’t the voice response system say that at the beginning?
I called early next morning (6:30am PDT). After navigating through the voice response system, I got a technician who asked for my AppleTV serial number and verified that I had an AppleCare agreement. After about 20 min of research, he told me to unplug the AppleTV, wait 30 sec., then plug it back in and see if that fixes the problem. Well, it did – I could view the movie. He told me the problem is due to the way the firmware handles an HDMI connection – but only with rented movies. What??? The technician then said “good, we fixed the problem you’re good to go.”
I said not so fast – and asked how Apple was going to compensate me for going through the motions of downloading a rented movie, trying to troubleshoot and calling in (only to be told I was SOL), spending 45 min the next morning, and never being able to see the movie due to an Apple hardware problem. The technician put me on the phone with his “supervisor” - again a 5 min wait on hold.
The supervisor asked what was the problem – since I still had 12 more hours to watch the movie (we were talking at 6:30am). Then she had the audacity to say there wasn’t a “technical problem” since un-plugging the AppleTV reset it and I could now see the movie. I told her that I wanted to watch the movie last night and there most certainly was a technical problem at that time - i.e., white screen. She reluctantly said that she would “try” to get me a refund for the movie.
I then asked her how was I suppose to get support in real-time for AppleTV download issues? She again reiterated that their hours are 6-6 and they don’t accept support calls after 6pm PDT. She asked why I didn’t go on-line and seek help on the Apple Web site. Excuse me? I was sitting down to dinner with my family who wanted to watch the rented movie. Going off to a computer to research an Apple hardware problem wouldn’t have been politically correct under the circumstances.
I also told her that the technician wouldn’t talk to me without evidence of a AppleCare support agreement on the AppleTV. Hey, a rented movie wouldn’t play. Why do I need an Apple support agreement to merely get what I paid for? I asked, what if I had just purchased the AppleTV, how would I solve this sort of problem? She said that I could have paid a one time $49 support charge to get someone to tell me to unplug the AppleTV. Mind you, that’s a $49 charge to see a $4.99 movie due to a known problem with Apple’s firmware. Unbelievable!
Given the frustration of not getting the movie to play (at dinner time), no realistic support to fix the problem, and the baffling conversation with Apple’s insensitive support manager - all I was offered is someone will “try” to get me a refund.
Okay, this won’t happen to me again. Because I won’t be renting or downloading movies from Apple’s service. Sorry I bought the AppleTV - wonder if I can get a refund for it?

I agree the OP could not have known to restart the device but I do rather think their expectations after receiving help were unrealistic.
From the Applecare diagnosis it was an issue with the tv that led to the OP being unable to watch their movie when they wanted, not the rental, and technically one would need warranty or Applecare to receive phone based support for the tv.
I accept it was unfortunate the OP's experience wasn't as it should have been and that it was made a little worse by not being able to speak to someone out of hours, although I do see the need for staff to verify that Applecare has been purchased with each caller.
At the end of the day, the OP's issue was resolved and their was no financial loss to the OP. These things happen, it's unreasonable to expect, or fulminate over not getting, some form of compensation, (although it wouldn't be unreasonable to ask for the rental for free without expectation). What sort of compensation does one thing you would get from Canon if your video camera broke down in the middle of filming your sons graduation day ceremony.

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ASyncList class ASDoc change: added explicit warning about the lack of support for re-inserting pending items.
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