I work at Apple in a retail store and was a Genius for a long time. I can look up the notes from your case and see if I have some suggestions but I would need the serial number. Also the post above is absolutely right. If for some reason they can’t fix it they should offer an option to replace it. Having worked at Apple for 6 years they are not opposed to covering costs to appease customers. Even in rediculous cases, which this isn’t.
Your best bet is to visit a retail store (not online support) and explain the situation to a manager. If that fails then call customer relations. I always hated when people called customer relations because they would call just to get something for free but in this case it would be warranted.
You can contact me on discord as well if you would like more details but honestly it looks like you just had a bad crew at the store you visited and some incompetent online support staff ( it happens, there are a lot of them).
Hope you get it resolved!
Cody
discord: Achilles Bane#2901
