The trouble with the apple store

Question

Have to vent - customer relations is closed for the weekend.
I ordered a new customized macbook pro in April 2010 - high resolution matte display, 8 GB ram, 7200 rpm hard drive, core i7 processor. Sadly, a hard drive failure occured in August 2010. I brought the laptop to a local apple store and was told it would be 1-3 days to replace the hard drive. Fair enough. Only, a week later I was told the hard drive replacement hadn't fixed the problem. I was then given the option to have the laptop replaced but told it would be a couple of weeks since it was a customized system. Fair enough. Two weeks later I picked up the replacement. Sadly,I discovered that neither the high resolution displacy nor the 7200 rpm hard drive were on the replacement unit, so I returned it. I was told it would be another couple of weeks to replace the laptop, but that I could borrow the incorrect laptop while awaiting the arrival of the correct one. Fair enough. Only, two weeks later I was called and told the correct replacement laptop was on hold since they didn't have the serial number for the laptop I was borrowing (the incorrect laptop). OK, so I gave them the serial number and was told it would be another couple of weeks. It is now October. I've just called the apple store to check on the status of the order (status is 'unavailable' online and the geniuses never call). I'm told the laptop hasn't arrived and that they are unable to tell me when it will.
My question is: where does the buck stop? apple makes great products, but I think the apple store is like a hive - lots of activity - entirely unclear who's the boss. Everyone and no one is responsible. They are all friendly. They all make sure that they have your e-mail adress and your cell phone number. But they never actually use them. In the two months I've been trying to get my laptop replaced I've received one call - to let me know they didn't have the serial number on the incorrect replacement.
p.s. it takes a few days to order a new customized macbook pro and have it delivered - unless it's the apple store, in which case it takes a couple of months. or more?

Answer 1

customer relations is closed for the weekend
Call them (800-275-2273) on Monday, then. It took Apple three attempts over three months to get me a working CTO MBP 17 last year, but things eventually worked out, and Customer Service was willing to extend themselves to smooth things over with me. My only other advice is to be as civil on the phone as you were in this post. ; )
Good luck!