This are the facts: 1. Got a Macbook Air 2012 at FNAC in Portugal on June, 21st FNAC is the biggest french tech shop with stores all over Europe Got a normal receipt from FNAC with the normal data (price, date, VAT, etc.) 2. Asked for the Mountain Lion in the Apple website on July, 31st The receipt was included 3. Got an email saying the upgrade was refused because a serial number is missing 4. Sent 2 emails to the support email (email@example.com), but nobody answers anything. Since FNAC stores never place the serial number on the receipt (they don't even have a field in the computer system for that), seems ALL FNAC buyers are going to be discriminated, being refused the Mountain Lion upgrade. What should I do? Is it normal that the support team doesn't answer? This is my first new Mac (had one second hand in 1997), and would like to know if a company like Apple gives any support to their costumers? Update: 1. FNAC issued a new receipt with the serial number 2. The new receipt was uploaded 2/8 Status: 1. Still no answer from the 2 emails sent to costumer support on July, 31st (10 days now); 2. Still no upgrade code (more than a week after the upload).