At the end of my rope with phone support.

Question

I'm not sure what anyone here can do, but I need somplace to share this with. Its extremely frusturating.
Less than a month ago, I purchased my first iMac. It was a slightly older model- a 20" Aluminum 2.0ghz machine. It was purchased from a re-seller and had obviously been sitting on the shelf for a while. I know that the warranty date starts from the purchase date of the re-seller; there is a form to fill out if it needs to be changed to your actual purchase date. In a situation like mine, where the computer had been in the store for around a year, this was essential if I wanted any kind of phone support.
I filled out these forms, faxed a copy of the receipt to the number I was supposed to, and assumed everything would be fine. Within 24 hours, Boot Camp managed to screw up the OS X partition of my hard drive. I needed to make several calls to customer support, where I had to argue with all of them due to the purchase date update taking up to 72 hours to go through. After several phone calls, where I had to explain my situation 15 times and wait on hold for 45 minutes while they found out that it takes 72 hours for the change to go through, and after literally 5 hours of driving to my nearest Apple stores until someone was willing to help me with the problem even though I was "out of warranty" (Reminder- I had purchased this computer 2 days prior. New, off the shelf in the store. It absolutely should've been under warranty.) I was finally able to get the computer fixed.
Today, I figured I'd check on the status of my purchase date switch, so the next time something goes wrong with my computer I don't have to battle with tech support to get them to listen to my problem. I entered the serial number in the warranty info page, and it tells me:
*Our records indicate that your product is covered under a custom contract. For more information about your coverage, please contact us.*
*Your product is not eligible for complimentary phone support.*
When I click "contact us," the only thing that would be able to potentially help me out is the Apple Customer Service phone number. I don't feel like calling and having someone with a medium-thick accent repeat back to me what they understood my issue to be 5 times until they finally get it right. I would love to write it out so someone can just re-read it if they don't wrap their mind around it the first time.
I don't see why I should have to argue my case. I went to an Apple Authorized Reseller, swiped my credit card, and walked out with a new iMac. No, it's not the newest model, but its still new. That's money that just went in Apple's pocket, because of my purchase. There is absolutely no reason why it should be this big of a struggle just to get the warranty that I deserve. I don't feel like I'm being unreasonable or out of line in any way.
Does anyone know who I can EMAIL about this, or am I going to have to put up with the non-help I get on the phone? They're going to tell me that they can't help me out, because I'm supposedly not covered for phone support anymore. Ugh. Please help.

Answer 1

I'm not sure what anyone here can do
Nothing. These are user to user forums, of which Apple employees do not take part in.
Does anyone know who I can EMAIL about this,
Nobody...Apple does not offer email support/correspondence. Call support and ask immediately to speak to customer relations.