Dead Fusion drive, brand new Late 2013 iMac. No status update from Apple.

Question

Can someone let me know who I shouyld contact with regards to my below issue? I've spent hours upon hours trying to get my new iMac back from Apple store here in New York city, no success.
Purchased a new Late 2013 model 21" build-to-order iMac 3 months ago >
Hard drive partition corrupt within first month which required in store HD partition correction flash via genius bar >
HD hardware failed next month >
Genius appointment Feb 6 2014, was told new fusion drive was required and would take "2-3 days" >
7 days later I went in-store for status and was told they had no info and would call me with an update >
3 more days I go in store again after no call, still no status update >
Forced to purchase a new cheaper PC so I could keep working from home >
Now its 13-14 days later, I just spent over 2 more hours with Apple Support and still no results, now waiting for store Manager (“Matt”, W 14th St store in NYC) to call me. Its been 5 hours since my call this morning.
I have purchased a new computer as I work from home and cannot be without a computer fofr my job. This is ridiculous, I demanded a refund yet was told because I purchased from an authorized reseller (Tekserve - tekserve.com ) and not an actual Apple store, they cannot refund. Tekserve receipt states all support must go through Apple as it’s a build-to-order system. I paid over $1800 for this iMac (2.7GHZ quad core, 16gb RAM, Fusion drive etc..) a few months ago and it’s been the worst experience I’ve ever had with Apple in 7 years. Pi55ed off. Give me a new exact model iMac today OR give me a refund.
Apple employee, Look up the below repair ID, it'll have my cell phone number attached. Call me anytime with a solution. I've spent hours and hours on calls with Apple support with no results, no return calls from store manager.
Serial: D25LG******* / Repair ID R114745188

Answer 1

brettnyc wrote:
Thats my only option, I shall visit the store this evening and demand to see the manager.
Buying from an Authorized Apple reseller should never mean I get any less support than buying direct from Apple.
You're totally correct on both counts, when you ask to speak to the manager, even though you may be tempted to be angry the best approach to handling the situation is by being; calm, organzied and persistent. Bring all receipts, include names, times, places of who you spoke to and state your case.
I'm sure your issue will be addressed. In addition if you are in the US you can always call Apple's customer relations phone number, I believe the current number is 800-767-2775.
Good luck.
<Edited by Host>