How do I get apple support to support?

Just bought a 27inch iMac whilst passing through Heathrow back to work in Kenya. Turned it on but the screen remains blank, although the audio works. Just spent 20 minutes on the phone to apple support in the UK. They failed to fix it and say I have to take it to some retailer in Nairobi so they can assess it. The retailer will then speak to the UK who will decide what will be done with it. I said lugging around an iMac in Nairobi (is frankly dangerous) and then waiting for the retailer and the UK to decide what happens was not suitable after spending such a large amount.  The computer is obviously faulty - I would like a replacement. When I asked if they could ring me back on the number I had given them, as it was costing me extra money to discuss a fault with their product, they said this was not possible, I replied 'so Apple is unable to phone any of it's customers?'. I couldn't get a straight answer.
Is this the Apple experience/lifestyle? Grateful for any advice.

HHWW wrote:
Just bought a 27inch iMac whilst passing through Heathrow back to work in Kenya. Turned it on but the screen remains blank, although the audio works. Just spent 20 minutes on the phone to apple support in the UK. They failed to fix it and say I have to take it to some retailer in Nairobi so they can assess it. The retailer will then speak to the UK who will decide what will be done with it. I said lugging around an iMac in Nairobi (is frankly dangerous) and then waiting for the retailer and the UK to decide what happens was not suitable after spending such a large amount.  The computer is obviously faulty - I would like a replacement. When I asked if they could ring me back on the number I had given them, as it was costing me extra money to discuss a fault with their product, they said this was not possible, I replied 'so Apple is unable to phone any of it's customers?'. I couldn't get a straight answer.
Is this the Apple experience/lifestyle? Grateful for any advice.
Did you pay with a credit card? if so contact them and take the funds back, that often helps with the resolution.

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