And to anyone else it's an independent store that happens to sell Apple products.
If you buy a piece of candy in the grocery store and the clerk is rude, do you blame the candy company? I doubt it.
Complaining to Apple is a good strategy; if they get too many complaints they're likely to drop the reseller. However, claiming that the reseller IS Apple is just disingenuous.
They are the ONLY place in Estonia that is an authorized reseller and the ONLY one that has physical stores. Thus, by all means, they ARE Apple for the people living here.
I also had a problem with some updates, again a call to support and the service was about as good as it could be, knowledgeable staff, timely responses, follow ups etc. A+ would shop again.
It sounds like the re-seller just isn't very good.