I agree with the sentiments about the customer service at Apple Stores, I had at numerous encounters over the years nothing but excellent service. When in doubt they will always side with the customer.
However, even with
17 Apple Stores in Australia a large number of customers won't be living within driving distance of one. I'm not sure what to recommend to those people, but I bet calling Apple at 133622 will yield better results than dealing with mobile carriers or some resellers.
Also, instead of buying insurance from a carrier I'd much rather buy Apple Care for $99 and get the VIP treatment.
Cheers
Steffen.