Just spent non-productive 90 minutes with 2 male techies, no names given, a Ms A., Ms S., a Mr. B and a supervisor A.
The first of these told me that I should re-install the two Snow Leopard disks I had received in the mail since that version includes the Quick Time MPEG-2 component. When I assured him that I had only one S.L. disk, he called for the intervention of another collleague.
Not so, according to the next techie, #2. S. L. came on only one disk and the item should be in the Time Machine. Told him TM stopped working when I installed Snow Leopard.
He then passed me on to Ms A., to whom I retold my troubles in all its inglorious details. She apologized and assured me that Ms S. could find my purchase order for the component but it would take a few minutes to pass that message on to her.
Ms S. told me ten minutes later that the forwarded message from Ms A. merely told her to take over my query which turned out NOT to be within her area of expertese. After repeating my thrice-told novel I was turned over to Mr. B. (#5) who told me that Snow Leopard is not compatible with apps from Leopard for which I had originally purchased the component.
He now sought the assistance of Super A., the sixth person I had the distinct pleasure to talk to after over an hour on the wire. He asked for permission to take over my screen to look for the component in the Time Machine the access to which I had lost since upgrading to Snow Leopard. My search shows almost 200 GB on the Time Machine recorded over two years.
He agreed and assured me that a Snow Leopard upgrade would NEVER cause the loss of any files and that opening the Time Machine and holding down the Option button would give me that access. We failed to find anything relating to my purchase and he suggested I re-purchase the app. although I was able to give him date, case and purchase order number but the bean counters do not have records going back to 2010.
After we hung up I was not able to replicate entering the Time Machine's recording made before the upgrade in Novermber 2012. Thus I could not recover the Apple email which confirmed my original purchase of the MPEG component nor anything else recorded over the previous 14 months.
With the loss of 35% of Apple's market share I can understand that nobody of any authority would risk his job approving a free product repacement.
Am thoroughly disgusted with Apple Care whose paid-for subscription had expired after 3 years.