Yes, the device DID get quite hot. I also agree about the apple store, but the closest one is an hour drive away. At any rate, it's now sorted. We have a friend who is a rep at another store, and she told him the names to ask for when dealing with the PITA rep. The guys eyes got a little wider when he asked for the rep's supervisor by name. After he said his supervisor wasn't available his eyes got yet wider when my friend asked for his supervisor's supervisor by name.

After that, the whole attitude changed.