I buy all my stuff from Best Buy. Aside from giving you 24 months free financing, I can buy Geek Squad support which has been a blessing for me. You just call them up and one of their geeks remotely goes into the computer and fixes whatever is wrong. If they can't fix it remotely, you can just bring the computer into the store and they'll work on it there at no charge but I've never had to do that. We've bought appliances there as well and have a special protection plan that has them covered also.
On the other hand, we sometimes need to reach out to Apple on various issues and someone picks up the phone almost immediately. They are based in the USA, they understand their products and they actually provide help.
You're absolutely right. Call their tech help number, and you won't have to wait for long. They'll know what to do, and who to refer you to. They will not drive you crazy and then leave you with a disconnected line.
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