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Original Comment Once again I am writing in regard to Reference No: I do not want another form reply exactly like the last three form replies I received, but an actual call from an &quot;uptodatesupport&quot; personnel. Before you call, to tell me I am just another number, and that you even though Apple is to blame for me not getting the operating system I purchased, let me explain carefully to you my situation.<br /> <br /> I am a 63 year old woman living in rural northeast Wisconsin. The nearest Apple store to me is over three hours by car to get to. The nearest Apple certified repair center to me is over one hour from me. In order to purchase an Apple computer, I must go on line or drive over an hour to Green Bay, Wisconsin. So for me to purchase an Apple computer, is a very conscious computer purchasing decision. <br /> <br /> In September, 2010 I purchased a 27&quot; iMac. I have had a lot of problems with it and had it to the Apple repair center several times (which is over an hour drive from my home), never to really have had the problem solved. I recently received an email from Apple, Inc. telling me the 1 TB Seagate hard drive needs to be replace and I needed to bring it into the Apple repair center. More trips down and back to get my iMac working properly. Yet even with these issues, I did opt to purchase an Apple laptop for travel.<br /> <br /> I ordered the Macbook Air on line and choose to pick it up at an Apple store in Madison, Wisconsin since we were leaving on a trip and would be going through there. As I ordered the Macbook Air, Apple touted on line it was the latest and greatest Macbook Air yet. No where did they say, that it might not have the latest operating system, Mountain Lion which had been out for at least six weeks. Nowhere did they say, I could download free the Mountain Lion operating system which should have been on my newly purchased computer. Nor did I receive a discount because the computer I purchased had the &quot;old Lion&quot; operating system. <br /> <br /> When I picked up my new computer at the Madison Apple store, no one mentioned that I might need to download the new Mountain Lion operating system. I was sent via email my receipt but once, no mention of the need to download within 30 days of purchase, the new Mountain Lion operating system which should have been on this computer.<br /> <br /> When receiving software update notices on my new Macbook Air, and downloading updates, never was it mentioned that I needed to download a new Mountain Lion operating system. Even though, by purchasing a new Apple computer, I am eligible to come into an Apple store for free lessons on how my new computer works, it is completely unrealistic to expect me to drive three hours for a one hour free class and then drive three more hours to get back home.<br /> <br /> I am not new to Apple products and computers. This is my fifth apple computer and one of the reasons I have stuck with Apple has been their customer service and satisfaction. Obviously, that is no longer part of an Apple product purchase. I feel I have been duped by Apple, Inc. It may as well be called &quot;bait and switch&quot;, leading me to believe that I bought one product and not informing me that it was, indeed, another product. To say, somewhere out there in the Apple cyber space I was to find and request the Mountain Lion operating system for my newly purchase Macbook Air within a 30 day time period without notification from Apple is not a justifiable reason not give me the Mountain Lion operating system. It was part of the original purchase price of this computer, there was no discount for receiving the older Lion operating system nor was there any attempt on Apple's part to notify me that I had this small window of opportunity to obtain what I lead to believe I was receiving. It is unconscionable that you would expect me to pay for this again.<br /> <br /> The technology market today is huge and extremely competitive. With not only, computers but tablets, smart phones, mp3 players and more, each manufacturer wants every customer out there to stay in the marketplace. This is my fourth appeal to &quot;uptodatesupport&quot;, I have spent over an hour on the phone with Apple Help, all to no avail. Is this how Apple is now dealing with loyal customers. It is certainly not the way to keep customers. <br /> <br /> I am very computer savy and have excellent technology skills. I head an Apple Products support group in my community. I am among an age group, which compares, and carefully considers what and how I purchase. I am not someone to be ignored and said to, so sorry, you missed the 30 day window. No one should have to go through this amount of time and energy to get what they purchased from a so called &quot;leader&quot; in the industry.<br /> <br /> Do not send me another form letter. I deserve to be listened to and expect that you will understand that there are exceptions to every situation. Especially one which you, did not inform the consumer of her rights.

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