[SenorSpook]

I have had a lot higher success by live chat rather than phone calls, might be a region thing, not too sure.

Good to know the chat option is there, thanks.

Still, I dont think it mattered in my case. I'm no actor & wont reveal the details, but the call was some elite-tier SE imho.
Went extremely smooth, I could really tell the poor rep felt pretty bad (no, not the fake-ass "sir oh no we as a company are deeply sorry")
... I mean actual, guenine guilt. I could tell she really wanted to help, even asked her manager for some gift as a bonus of the actual replacement...

Then all of it was denied at next step by the dedicated team.
It is the only step that matters, as far as I'm concerned.

I noticed that 90% of the Apple SE's I've done that failed were after I call in. I've had significantly bigger success rate through live chat. It always goes the way you've described.