That strikes me as poor, to indifferent, customer service. Once upon a distant time, Apple's customer service was justly regarded as excellent.
Reading this thread, I am struck by the fact that there seems to be another form of 'Apple Hatred' and it is not just those who disdain the product because of what they had viewed as the elitist attitudes of those who bought them (an attitude that used to be encouraged by Apple in its advertising).
Rather, these days, it is disgruntled Apple customers who seem to comprise those most dissatisfied with Apple.
To Windows users, a computer is not a definition of their identity - it is a tool to get something done.
However, traditionally, Apple users (an attitude much encouraged by the attractive and slick advertising produced by Apple) have long seen themselves as members of an esoteric elite in the world of tech, and their computer as an extension of their sense of self which defines their personality (stylish, cool, fusion of form and function, etc etc).
These days, though, things have changed, partly because of Apple's revolutionary impact on areas other than computing. Here, I refer to their extraordinary - and transformative - impact on music with the iPod and iTunes, (utterly transforming the entire model of how music is produced, bought, marketed and consumed and destroying the old music record studios in the process, and transforming the relationship between customer and music creator), as well as their impact on phone technology (with the iPhone, almost annihilating Nokia in the process), and on how material is downloaded and stored online.
The upshot of all that is that Apple no longer derives most of its income from computers. If anything, they are almost a sideline. Apple can afford to run its computing arm as a loss leader, almost as a hobby, a sideline of what it used to do. Nowadays, with the rentier model for the consumption of music (and Apps) well established, it has forged a path - a very original path - into new markets and entirely new ways of selling and providing and storing information and data.
The old customers, those who wail 'but we were there in the beginning' are no longer necessary to the company; it is not an esoteric elite, it is an exceptionally profitable multinational company.