I've found that Apple(doesn't)care is pretty much worthless. I hate them hate them hate them! 90days and that's it, period. My company buys a lot of Macs and the only time I got them to even answer a question was when I threatened to turn the whole studio PC. Even then the tech that answered the question emphatically with a "there is absolutely no way to do that", was wrong. We now do it everyday, and it is not an unsupported hack either.
Seriously though, they do suck. Apple in general can be pretty hard to deal with sometimes. There is a huge volume on a website called
http://www.2-pop.com that has boards that turnover every few days with questions about Final Cut Pro. Since Apple won't or can't answer anyone's questions on FCP it has become the place to get real answers to problems or bugs or whatever. I don't know anyone who has gotten good Pro level support from Apple.
Oh, but they are good about replacing your hard drive when it fries all your data within the first two weeks.