How can I get hold of a human to help me if the staff in store can't help?

Contact - Official Apple Support

And tell your husband to keep his hands off your stuff from now on.

You're going to have to provide Apple with the original proof of purchase to get it unlocked.

“How can I get hold of a human to help me if the staff in store can't help?: Why is it so hard to get support with a Macbook? I drove to a store yesterday with my brand new Macbook Air to get help with being 'locked out' (my husband set up my new laptop with an imaginary apple ID and can't remember a thing he did). I was told I needed to go home and get help online. Now I'm going around in circles trying to find a way to chat or call someone for help. How do I chat with a human?”

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You can do so virtually.

Put your iPhone on Speaker Phone, and then Screenshare with Apple. Then, open the Camera app. Hover over your Mac, as you go about troubleshooting this. Doing so, they’ll see this firsthand, from YOUR perspective. Use my User Tip: Screenshare your iPhone with the Camera App Enabled to Easily Converse Over-the-Phone with Apple Support - User Tip

How to Get a Call:

Play a hunch. As for getting a call, perform a chat session with Apple Support, and then make up a scenario such as “My music app is not looping music, as it should.” Kinda play along those lines and then say, “Oh! BTW… I need help with my Mac. Can I Screenshare the issue?”

If you just mention about being “locked out” they’d lonely just blow off the chat session.

danae199 wrote:

Why is it so hard to get support with a Macbook? I drove to a store yesterday with my brand new Macbook Air to get help with being 'locked out' (my husband set up my new laptop with an imaginary apple ID and can't remember a thing he did). I was told I needed to go home and get help online. Now I'm going around in circles trying to find a way to chat or call someone for help.

How do I chat with a human?

For the Mac, you have the choice to try to untangle this mess with the original purchase receipt and an activation lock request, or to return it for a full refund within 14 days and get yourself a different Mac sent for in-store pickup.

The latter if there is any chance that the Mac hardware itself might also be damaged.

You will know the motivations here best, but my patience would be less than limitless with what you have reported here; with equipment I need to work and to remain working.)

As for what to do (about the Mac), per Apple: If you need help removing Activation Lock and have proof of purchase documentation, you can start an Activation Lock support request.

You’ll need the original purchase receipt.

This Activation Lock request is how you remove the forgotten Apple Account. (Assuming the Mac is not also marked as lost.)