Apple Stores can be hit or miss. I know of one that refused to deal with a three year old iBook G4, saying they no longer supported a machine of that vintage. I have experienced rude service at that particular store, as have friends who have gone there.
However, I had a great experience at a different Apple Store when I took my MacBook to have a cracked case part repaired under warranty. The turnaround time was one day, the computer was completely cleaned (even the screen was polished), and the repair was done professionally and correctly.
If the Apple Store around you isn't any good, look for another one or try an Apple Specialist. They are typically more into repair, especially if you have an older or out-of-warranty computer. (Age is within reason–don't go there expecting them to fix the floppy drive in your Lisa).
Before calling Apple, start by asking for the manager at the store. Take pictures and document what happened.