I, too, had a good experience via Apple Customer Relations when my second 2011 17" MacBook Pro 17" had a month left of extended video card warranty through AppleCare, and my video card went bad. Apple had put this model on its "vintage" list, so the usual channels didn't work. I Talked with Kori in Customer Relations. She acknowledged the rock and hard place situation I was in and then set up a free logic board replacement with Unitek Computer Stores in Santa Monica, since Apple could no longer could get the part.I just watched this video. It is a real breakdown of customer service on multiple levels. What I wrote is that he should contact Apple Customer Relations. I have used them in the past and found that they can do things, replace things more than the Genius Bar or Apple support, So, it will be interesting to see if something good comes out of this mess.