The Apple Retail Store is just that, a retail store. Why would you go in there expecting that they be able to replace any custom part of any computer? Can you imagine how many parts they’d have to have on-hand if they kept inventory of all parts for all models of all of their computers for three years (the length of consumer Apple Care plans).

Also, just a suggestion, when I worked at Apple Tier 1 Tech Support, all the other people around me barely passed, and in some cases did not pass, their Apple Care Support Training. Ask for Tier 2, otherwise known as a specialist. Ever since I worked there, the couple times I have had to call, I’ve given them a general description of the issue so that they could get the case in the system and then I immediately asked to be escalated. Just a suggestion.

Good Luck.

As far as an “uninformed purchase choice”: that’s bull. I knew exactly what I was buying. What I was sent was defective, and the customer support failed. Maybe it failed in a well-documented and explained fashion, but it failed. It has a long history of failing, but nobody seems to want to own up and fix the issues.

You even mention yourself:

When you place a custom order online, whether it’s completely tricked out or if it’s just something as simple as bundled iWork, it’s still considered a CTO (Configure To Order) system, and the model (inventory) number changes.

So if I also ordered iWork, that’s a custom configuration and can’t be helped by the Apple Store, despite the fact that the physical laptop that needs replaced is identical?

Look, I know you and the techs at my Apple store can’t help the fact that your system isn’t set up to do these things. But I’m appalled that people keep trying to defend it! The attitude of “this is the way it is, bend over and take it” is why these awful policies are allowed to stay in place!

Finally, yes, the front-line rep at the Apple 1-800 number informed me that the Genius Bar could take care of my unit. So, yeah, that was the first in a series of boldfaced lies from the customer support chain.

Actually, a HD replacement can’t be done at the counter, because it’s not an ESD (electrostatic discharge) safe environment. Granted, it only takes a few minutes in the back.

When you decided to custom configure your system, you chose to deal with the online Apple store for your purchase. They’re the only ones who can exchange a defective product for you. The only exception would be if it were a standard configuration, since that model number would match the inventory in the retail stores.

When you place a custom order online, whether it’s completely tricked out or if it’s just something as simple as bundled iWork, it’s still considered a CTO (Configure To Order) system, and the model (inventory) number changes.

The stores simply do not have that inventory in stock, and they can’t swap it for you. The inventory and point-of-sale systems simply are not set up for that — nor should they be, since that would put an even heavier load on the already-overworked technicians in the store (which would impact EVERYONE’s repairs and service).

As far as replacing the unit, the WHOLE UNIT would need to be replaced, including the larger hard drive. Otherwise, it would be considered a service (repair), which would then need to be checked in and put in line with the rest of the repairs. Typically, that is not done for new products; replacements are preferred (I mean, who wants a one-week old computer REPAIRED?).

The trip to the store was suggested in case the issue was resolvable by any variety of quick-fix methods. Obviously that was not the case with your unit.

One way to avoid this sort of thing in the future would be to purchase the unit from the retail store, and purchase a separate hard drive from another source and install it yourself. The hard drive would cost extra, and wouldn’t be covered under your Apple warranty (it would have its own), but at least the unit’s inventory numbers would match, and the unit would be exchangeable at the retail store should anything go wrong with it in the first few weeks. Since the hard drive in the new MacBook Pro is considered user-installable, it would not void any warranties on the unit.

You opened your entry with “I could rationalize the purchase ’till next week, but the bottom line is I wanted a spiffy laptop and I ordered one. I even custom-configured it with a larger, faster hard drive!” While I realize you were excited to make your purchase, your impatience was your ultimate undoing. Had you done even a little research, you would have discovered that defective CTO systems can only be exchanged via the online store.

That’s not ‘Apple support completely shit(ting) all over’ you (unless they informed you specifically that the unit could be exchanged at the store); that’s ‘you making an uninformed purchasing choice.’

That being said, I hope you enjoy the computer when you get it back; that’s one sweet machine you’ve got there. And at least now you know how CTO system ordering and scheduling appointments at the Genius Bar work.

Also, @turboderek: the car analogy doesn’t fly. Replacing wheels and seats on a car requires a few hours of skilled labor from trained employees, and the service department on a dealership is probably booked for the day. Replacing a hard-drive is a two-second procedure that can be done at the counter.