Why is Apple Europe (the netherlands) so rude and ********?

So I have this Nano first gen.. These things have a defect and so Apple announced to get you a new Nano if you would send your old one back. Now I was under the impression that when they said they would send me a box for retreiving their product, that they would send a box to retrieve their product. So that was like five and a half months ago.
When I called their helpdesk, I had to wait eight minutes (their rate was 10 eurocents a minute) before my call was picked up by a helpdesk employee. The guy didn't know that I could hear him talking and when he did, he disconnected the line. When I called back the line was closed saying the opening hours where passed.
Does anyone else had a sh*tty experience while seeking contact with the helpdesk?

Jim Level 5 person ....I am very happy for you that your usage will not be affected, please accept my  congratulations.
Now I have to point out that going ballistic has certain connotations but posting on an internet forum is not one of them.
I appear to be one of thousands who are all expressing their outrage in a rational and intelligent manner which cannot be said for your lebvel 4 + collegues on this forum.
Finally there has been an ongoing issue wiith the iPad 3 Wifi on certain wifi only models , I have not encountered it and it seems clear neither have you. That of course does not discount the fact that many others have experienced this issue , an issue which may reveal itself to you or I in the future particularly as I have only been using mine for a fortnight.
The following is a relevant link for your information :
http://9to5mac.com/2012/04/04/apple-investigating-new-ipad-wifi-issues-tells-app lecare-to-replace-affected-units/

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    Jim Level 5 person ....I am very happy for you that your usage will not be affected, please accept my  congratulations.
    Now I have to point out that going ballistic has certain connotations but posting on an internet forum is not one of them.
    I appear to be one of thousands who are all expressing their outrage in a rational and intelligent manner which cannot be said for your lebvel 4 + collegues on this forum.
    Finally there has been an ongoing issue wiith the iPad 3 Wifi on certain wifi only models , I have not encountered it and it seems clear neither have you. That of course does not discount the fact that many others have experienced this issue , an issue which may reveal itself to you or I in the future particularly as I have only been using mine for a fortnight.
    The following is a relevant link for your information :
    http://9to5mac.com/2012/04/04/apple-investigating-new-ipad-wifi-issues-tells-app lecare-to-replace-affected-units/

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    Firenzo wrote:
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