Can anyone actually help me with the up-to-date program???

Question

First off, I want to state that I have been an Apple customer for years owning multiple iPhones, MacBooks, and iPads.  Although I've had some minor glitches in the past, they were all fixed with relative ease.  I recently purchased (8/11/12) an iMac as I am going back to school.  This purchase has been plagued with issues from the start.  I ordered it online and picked it up at a local Apple store.  Upon getting my computer home, I realized there wasn't a mouse or keyboard.  I called the store back and explained the problem to them and they asked that I come back to the store with the receipt that was taped to the box to get a new keyboard and mouse.  Upon returning, it turned out that they gave me someone else's computer.  Luckly everything was fixed....but that was the start of the iMac from ****.
So this issue all started because I couldn't get my new iMac to find my documents on iCloud (originally written on my iPad).  So I called Apple Care to figure out what I was doing wrong.  We finally figured out that my iMac wasn't finding my iCloud documents because I needed the Mt. Lion Up-To-Date program.  Soooo they sent me the link to redeem the program for free since my computer is new....did I mention I just bought this iMac???  So I input all the data (name, address, date of purchase, computer serial number) yet I got a message back saying: " This is an already claimed serial number."  So I called Apple Care back since clearly something was wrong.  So hours go by and it is finally determined that someone else used my computer serial number to redeem the copy of the Up-To-Date Program.  Numerous customer service reps (and I've lost count how many people I have talked to in the last 24 hours) have stated that the computer serial number which is registered to me was used by someone else, obviously they couldn't give me that person's name or contact info.  In addition, the customer service people all said this has never happened before and that they didn't know what to do about it.  So I've been forwarded to numerous people to no avail.  The latest contact, which was given to me by a Senior Supervisor in another department because he didn't know how to fix this, makes me want to ram my head through a wall.  I was told to send an email to [email protected] explaining the situation and various details I've gotten so far.  Their email reply made me want to scream when I read it because they clearly didn't read or investigate the issue as they gave me a blank statement: "
Dear Apple Customer,
Thank you for contacting the OS X Mountain Lion Up-To-Date Support Team.
We are unable to locate your claim in the database.  To further assist us please send the following information to [email protected]:
Your Claim Reference Number
Email Address the Claim was submitted Under
Requestor Name
If you have not submitted a claim please go to the OS X Mountain Lion Up-to-Date program page at
http://www.apple.com/euro/osx/uptodate/ to initiate one.
Please note that we can assist only with inquires for the OS X Mountain Lion Up-to-Date program.  For all other questions please consult http://www.apple.com/.
Thank You For Choosing Apple
As you can see they are asking for a claim reference number.....the **** system will not let me make a claim because someone else already has!!!!!!!!  That's the problem!!!!
I don't know what to do!!!  All I want is for my iMac to work with iCloud!!!! I also don't think I should have to pay for the program because I am entitled to it for free since I just bought the computer.  By far this is one of the worst customer service experiences I have ever had (even worse than the **** cable company...and we all know they're idiots)!!!  Does anyone know of anyone I can contact to fix this issue????  Also, I don't see how someone could of used my serial number if they didn't know my address information.  I just heard last night about a possible Apple ID hacking on the news.  I wonder if this could be related, since everyone I've talked to has acknowledged the issue but no one has given me a situation.  Another coincidence (that may or may not be related), the credit card connected to my iTunes account was recently closed by the bank for fraudulent charges.  That card is primarily used for my iTunes account, so I also wonder if that could be related.  In the end, I am disgusted and appalled by the customer service I am receiving.

Answer 1

If it were me I would schedule an appointment at the store where you bought it and meet with the Manager of the store in person. Print this post and bring it with you along with your iMac.
And change the password on your Apple ID and then see if there are in purchases in your account that you did not make. If there are then someone did get your ID and password. If not someone got your Credit Card information from somewhere and used it.