Buying new technology should not be this difficult!

I purchased a PC game computer from IC for nephew's 15th birthday and when he went to log on there was a problem, so I contacted best buy, those dummies 3 different persons asked did I purchased it in the store or online, what different did make, I purchased it from best buy whether online or in the store your brand name on my order confirmation. Anyways we needed help in logging in and warranty. They couldn't help saying to call Greek or the manufacturer. What kind of mess is this.