Apple Computer - Oak Brook Store Apple Computer Misrepresents the "MacBook Pro Repair Extension Program" Oak Brook Illinois

I brought my computer to the Oak Brook, IL Apple store for repair under the "MacBook Pro Repair Extension Program for Video Issues".

In this program, it states that a MacBook Pro (15-inch Early 2011) is eligible for repairs if it exhibits video card problems, or if the computer restarts unexpectedly. 

As my machine was exhibiting video card problems, I brought it in for service under this program.

Even though I had an appointment, the time was not able to be met so I instead chose to leave my machine with them for repair, along with my credit card as I was instructed that they also needed billing information in case the repair was not covered under warranty. 

After leaving the store, I was told by an Apple representative when calling to check on the status of the machine that it was highly unusual that they requested a card be left with them. The Apple tech then called the store and they were unable to locate my machine, or my credit card. 

At this point, I became quite concerned until I was told that both items were in the managers "safe" in their office. I asked the manager why the machine was there and not being repaired, to which he stated I needed to come back to the store for them to even diagnose the failure.

Given his angry/aggressive tone, I felt quite uncomfortable visiting him in the store, so I offered to him that he was welcome to ship it to a repair depot or back to me if he desired, but that his tone made me very leery of having a direct interaction with him as it was clear he was looking to pick a fight. He then told me he would be disposing of my computer/credit card if I didn't come down to the store right away. At this point, I looked this store up on Google and sure enough tons of 1 star reviews for rude/aggressive customer service staff.

Concerned, I called Apple corporate support and spoke to a senior advisor, asking them to see if they could appeal to the managers good nature and have them either send the machine to another location for repair, or ship it back to me. They again refused, stating that I would need to sign a "release" in person in front of them to do so (odd since this was being declared an abandoned machine by the manager at this point). I offered to send them a notarized copy of whatever signed release they provided, but I was refused.

The Apple Senior care advisor for "Justin" on case 1078476989 stated he could do nothing else and had no influence or control over an Apple Store manager. 

I have since brought this case to Apple PR/Legal/Executives, asking them to please instruct the manager to ship the machine back to me or otherwise send it out for proper repair, but have yet to hear any response. At this point I'm writing off the laptop, as I'm afraid to visit the store as the manager was very aggressive with me on the phone. I'm cancelling the credit card as well, to date there have been no charges from Apple (or anyone else on it).

Given that Apple has promised to fix these machines, but is outright refusing to diagnose/repair the machine under this repair extension program, I can only guess that stores must not get paid much (if at all) to do this kind of work. Much like "warranty" work for dealers vs. paying customer work. In this, I feel that Apple has misrepresented themselves in their claims that machines exhibiting the behaviors described in the repair extension program since they are not being evaluated for repair, or repaired.