i'm a little skeptical this is the right approach... everytime i've encountered a problem that someone couldn't resolve with apple over the phone, i've managed

i'm a little skeptical this is the right approach... everytime i've encountered a problem that someone couldn't resolve with apple over the phone, i've managed to resolve it by phoning them. i wonder how much effort the developer really made, and how he talked to the people he dealt with. my experience of apple, and infact most customer service is that if you are nice and sympathetic and explain thoroughly the nature of the problem, then people will do their best to resolve it.