Possibility of MacBook upgrade after purchase.

I bought a MacBook Air, while the order was processing for shipment I called apple and requested for an upgrade. The guy said that I have requested that to our backend team and they will get this done in one day. I told him that the order is processing for shipment for a while and ask him to please ensure that the order is not shipped and they do the upgrade, the guy said that I have already done that and the backend team will work on it, contact you and stop the further processing until is it upgraded. I thanked him and three hours later the order is shipped. No upgrade and no one contacted me yet. This is do disappointing. Now I am on waiting list on the call listening music. This is so sad. I have been using apple products for over 5 years now. This is the first time they have disappointed me. I hope they still can do something. I will keep this posted so people in my situation knows what the end result is. I hope they will still help me and do the upgrades.