How to escalate issue if Customer Support refuses to perform iPod nano replacement?

How can I escalate a Customer Support issue?
I got a 1st gen iPod nano (bought it when it came out) which is eligible for the replacement program. The Apple site form told me that the device's serial has already been part of the replacement program, and if this shouldn't be correct, I should contact Customer Support.
I did so, spend an hour on the phone while they checked the issue, and they encountered the same: For some reason, the serial had already been marked as "replaced" in the Apple database. The CS agent promised me to check with the higher-ups and get back to me. After about ten days he sent me an email that despite several attempts he wasn't able to resolve the issue. I sent an email back, stating my displeasure, and asking for a way to escalate my request - no more reply.
Is there a way to escalate CS issues - the only contact Apple gives is CS itself. What about a mail adress where I could sent a letter or similar?
I live in Germany.
Many thanks.

Hello yogzotot,
I agree with deggie, when you call Apple ask to speak with a Sr. Apple advisor. They would be able to work with you on your case.
Things do take time. I wouldn't expect a quick resolution, but at least you would get your concerns documented and you would get the ball rolling. It would be the only way to get something done.
Cordially,
~Julian

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