New DVD

Question

So, last April I bought 10.4. I had problems verifying the DVD--the progress stopped at about 60% or so. Because I was impatient, I tried to install it, anyway. Progress was halted at the very end of installation, but I tried booting up the computer, anyway. It worked...but was buggy.
About a month and a half ago, I lost my hard drive. Now that I have a new drive and a pretty clean hard drive, I'd like to install 10.4 again--but with a good DVD. My Apple Service Provider said that Apple would send replacement media for a small fee. I called Apple and they first said they wanted to charge $99 for the media and then said they'd send it free. After a month and a half, I'm still waiting.
Has anyone had any experience with this? I'm past my free apple care support time, I know, but I thought my service provider would have known what they were talking about, and besides, I'm willing to pay a little--I just don't want to buy the new version all over again.
G4   Mac OS X (10.3.9)  

Answer 1

Just to clarify the Apple DEFECTIVE ITEMS policy from the US Apple Store
Full details here, relevant parts below.
"DEFECTIVE ITEMS
Apple Branded Products
If you discover what you believe is a product defect for any Apple branded product please contact Apple Technical Support at 1-800-APL-CARE (1-800-275-2273). Such a defect, if any, is covered under the terms of your product's warranty. Please refer to the warranty information and other support documentation that came with your product. (See Product Warranty section below for specific information about Apple's product warranties.)"
I imagine that as the disk was supplied from Apple with their hardware the disk is covered for their warranty period which is 1 year. It should not matter whether your 90 day free Apple Support period has expired as it is a defect (unless it is scratched, see below)
"PRODUCT WARRANTY
All Apple hardware products, including clearance and refurbished products, carry a one-year Limited Warranty against defects in materials and workmanship. You may review a copy of the Limited Warranty on new products, including its limitations and exclusions, before you purchase, by clicking the appropriate link below. "
Again, this is only applicable if the defect was inherent within the supplied product and not caused once the packaging was opened post-sale. If it is scratched then it will be tough to prove it was not caused after opening especially after this period.
The 14 days refers to the Apple RETURN & REFUND POLICY which allows returns of goods within 14 days but specifically omits:
"Opened software*
Electronic software downloads
Software Up to Date Program Products (SW upgrades)
*You may return software after rejecting the licensing terms, provided the software is not installed on a computer. However, software that contains a printed software license may not be returned if the seal or sticker on the software media packaging is broken."
So that would not apply in any case.
http://store.apple.com/Catalog/US/Images/salespoliciesEdIndividual.html
I still think following up your earlier communication is the best route but if no response then contact Apple direct. Contact details:
NOTE: If you discover what you believe to be a product defect, outside the above categories, please contact Apple Technical Support at 1-800-APL-CARE (1-800-275-2273). Such a defect, if any, is covered under the terms of your product warranty. Please refer to the warranty information and other support documentation that came with your product.
Good luck
Simon