Last month, I ordered what was to be my first Mac, a 2015 15 inch MacBook Pro with 512GB, to be picked up at an Apple Store in another state I was in at the time. Last week, I picked it up, and when I opened the box, there was a large visible white scratch on the left of the MBP lid, and it was still sealed. By this time, I was back home in my home state, so I called Apple's online support, and I was told that they would send me a brand new replacement in the mail to my home address free of charge. I only had to return the damaged MBP via the mail. In addition, they gave me a $100 Apple gift card, which was really generous of them and they didn't have to do that. However, I checked my order status, and it turns out the replacement MBP is being shipped to the Apple Store that I originally picked up the damaged MBP at out-of-state, when the rep I talked to said it was going to be sent to my home address. I talked to Apple on the phone again, and after being put on hold and being switched to different representatives back and forth for almost an hour, they told me there was a misunderstanding and there was nothing they could do. They couldn't even cancel the order. They told me that the only thing I could do was to pick it up at that specific out-of-state Apple Store, when I can't. Yes, I understand that I was given a gift card and all for the damaged MBP, which I am extremely grateful for, but that doesn't excuse anything. Personally, I think the first rep I spoke to lied to me, and that every time I talk to Apple's support, the reps keep giving me conflicting information. Why are they expecting me to go back to a different state just to pick up a MBP? This is absurd. Considering the fact that I paid almost $2000 for this machine that ended up damaged in the box, I expected slightly more perseverance from Apple to set things right. Also, Apple retail support can't do anything about it because this was a custom online order. Should I try talking to support on the phone again, email someone, email Tim Cook!??!, or are all my options exhausted at this point? Again, just so people on the Internet don't accuse me of being whiny and ungrateful for the gift card, I am grateful. It's just that I keep getting conflicting information from Apple's support over the phone, which doesn't help solve my problems, and I am getting sick of it.