When do I get to complain, and who do I call?

Question

I have a late 2008 macbook pro. 250gb 15"
About a year out of warranty (I did not have applecare) my screen split open at the bottom. It sort of "expanded" like the batteries in older models were doing (I had one before this one). Thankfully the apple store repaired it free of charge.
3 months later my hard drive died. Lots of "invalid node" errors and .. another one that I forgot. Root something. Again, luckily within the extended 90 day warranty.
And now, 3 months after that my hard drive quit again. Got the blinking folder and HD wasnt recognized. At the genius bar we had a lot of problems even starting it off of other HDs. Said the HD cable might be broken.
My estimate said same day. Then on the phone they said 1-2, at most 3-4. I just called after 4 days and my computer is "still awaiting parts." with no estimate. This information is all received after waiting on hold for 45 minutes.
I am normally not impatient. I am normally very reasonable and calm. But I'm starting to get annoyed. I am a graphic designer and (try to) make rent with this computer. It was one thing that the computer has already needed overnight repairs 3 times in the past 6 months, but no one I have talked to has been sympathetic or even responsive to that all of this has probably set me back a few grand.
Has anyone with the late 2008 had issues with the HD cable? I'm not even sure what this is.
It's unfortunate I can't bring myself to yell "this is outrageous" on the telephone or in store.

Answer 1

As we all know, every now and then an Apple product (or indeed a whole batch of Apple products) comes off the production line with an inherent defect. You are correct to point out that Apple is under no obligation to repair a device free of charge after the warranty period has expired. However, Apple set a precedent when they decided to provide the original repair. Seemingly they also provided an extended guarantee following this repair. Why this guaranteed extended to a fault with the hard drive, and was not limited to the display, is anybody's guess. BUT ultimately it is Apple's problem AND their obligation. Zoogie is well within his rights to expect a free repair.
The simple fact is that it is not acceptable that Apple cannot provide an estimated date for the repair, leaving zoogie without his MBP in the meantime. I have had to return several machines to Apple. I am happy to say that, on the whole, I have received excellent customer service. On two separate occasions, I was even provided with an ex-display machine whilst Apple was waiting for replacement parts. I am just trying to point out that zoogie may benefit from better customer service at a different store. Telling the poor guy he should consider himself lucky is not particularly helpful.
This is not about being an Apple hater. It is about being a consumer. People should make the distinction more often.