Q: What to do when apple support fails you?

Hi

I suggest that you call Apple Support on your local country number:

Contact Apple for support and service - Apple Support

Did they give you a Case Number? Did you get the name of the contact person? They have for me when I have called them in the past (in the US). I suggest you call Apple Support again, ask to speak with a Level 2 Tech if necessary, and give them your basic info. They should have a record of your previous calls on log.