Problems with technical support in Argentina

Hello,
I'm having a bit of trouble with my "AppleCare Extended Service" here in Argentina, and I wondered if someone was kind enough to help me understand.
I've recently had problems with my MacBook Pro's HD. It just died. I had to connect my laptop to another Mac, and use Disk Warrior in Target Disk mode to recover my info.
After that, I tried formatting my HD in Target Disk Mode using Disk Utility, so that I could reinstall the system. No luck, it whould just show error messages, and sometimes it would not even show up at all.
I also tried booting my MBP from the DVD but it would not read the DVD at all for some reason.
Anyway, my real problem is that I have "AppleCare Extended Service" so I imagined it would be just about replacing the HD. I took the laptop to an official reseller, which offers support. They told me I was covered by the guarantee.
A few days later I get a call, and they tell me that they have to charge me around $50 because my HD is ok, and the guarantee does not cover the software. I told them I didn't ask for any changes to the software, and they told me it was either $50 to fix it, or $20 to get it back untouched.
I got a few emails from the technician explaining to me that the MacBook Pro was OK, but after a few mails back and forth, he told me that the computer had a defective DVD drive, covered by guarantee, and "serious communication problems" between the vram and other devices, which required a firmware update that was not covered by the guarantee.
After fighting a bit over the emails, he told me he was going to replace the optical drive, but put back the original firmware, and charge me nothing for it. But he also said my disk won't work with this original firmware.
Please forgive my very long explanation, but I just wanted to know if this sounds like correct procedure, or if it sounds odd to you as it sounds to me.
Is there any official channel to raise complaints about the way this is being handled?
Regards,
Diego

You need to call AppleCare and speak to a customer representative. This is a forum with users like yourself. Apple is not here.

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What is going on with technical support?

I have been on the phone for over 2 hours trying to get ahold of technical support. Then I get disconnected and need to dial back in.
What is going on with technical support? The handful of times when I needed to open a trouble ticket with ADOBE, it was a reasonable amount of time.
I hope this is not an indication of the current direction of the company. I have used Coldfusion for over 8 years and have never had such a horrible experience.

This information is a couple of years old, so I can not vouch for how current it is. But it may be worth a try.
ColdFusion's Dedicated Account Managers
October 9, 2007
http://www.forta.com/blog/index.cfm/2007/10/9/ColdFusions-Dedicated-Account-Managers
Just a reminder (especially for those of you whose experiences when calling Adobe sales regarding ColdFusion were anything less than stellar) ...
Adobe has dedicated ColdFusion Account Managers (in the U.S. and Canada), all they do is ColdFusion, and they can help with purchasing, EULA and pricing questions, and more. Here are the contact details:
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For users in AL, CT, DC, DE, FL, GA, IN, KY, MD, MA, ME, MI, MS, NC, NH, NJ, NY, OH, PA, RI, SC, TN, VA, VT, WV (East of the Mississippi) as well as Eastern Canada & Ontario, ping Dominick Conte at [email protected] or call (858) 847-7451.
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<Edited By Host>

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Problems with technical support in Argentina

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