I used to work in AppleCare and would advise OP to simply try again with a different genius/agent. Apple will set some guidelines but ultimately it was up to th

I used to work in AppleCare and would advise OP to simply try again with a different genius/agent. Apple will set some guidelines but ultimately it was up to the agent's discretion. I was there for antenna-gate and almost always tried to make the customer satisfied- although I would have to run through the tests to protect myself. Its a bureaucracy like anything else, some are more susceptible to empathy.