Apple Care - Replacement promised but kept hanging

I have a Macbook Pro which is still under Apple Care. I have been plagued with problems right from the beginning like the OS hanging, keyboard not functioning, optical drive not reading discs etc. ever since I bought the machine and each time I got the defective part / s replaced under Apple Care.
The icing on the cake was when my motherboard (or the logic board as its called in these circles) crashed a couple of months back.
I have been promised a replacement and the Apple Care executive spoke to me promising that I would receive concrete instructions by mail regarding how the procedure would pan out. However its been a week and I have no mail. The executive I spoke to seems to be ALWAYS unavailable. I think I've left at least 4 - 5 voice mails since the beginning of this week but have heard nothing from them.
Any advice as to who I can contact? Probably someone higher up in the hierarchy?
Your help and advice would be greatly appreciated.

Hello Jason,
Yes the executive had at first told me on Friday the 3rd of September that I would receive instructions by email as to how the replacement would take place by the close of working hours the same day. Nothing came.
On Monday the 6th I received an email from a Mr. Guy Heynen but sent through the address of a Mr. Geoffrey Maraval asking me to sign a copy of a Settlement Agreement that was attached therewith. I found this to be weird since the executive I had spoken to had not told me about this requirement. I thus tried contacting her but got her voice mailbox instead. However she called back after a while and told me that this 'settlement agreement' was not applicable to me and that it had been sent erroneously. Thus I should ignore it and await further instructions. Till date nothing has come.
However a few hours back (after I started this thread) I received a call from the transport company TNT saying that they needed to pick up my computer for delivery to Apple. They have scheduled a pickup time for Monday the 13th September. What I still find weird that there is NO communication from Apple.
I just hope that my computer will end up with Apple and the latter will not tell me next week that they didn't schedule this pickup after all.
I don't know how to confirm since as I said in my earlier post, I can't get through to Apple's customer service department who work only Monday through Friday, 9 am through 6pm and I have to hold on for around 20 minutes to get through.
What would you guys advise?

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Well Holy Smoke !! Apple has agreed to let me get my data back a bit of a round about way but we will see.
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