Shocking Service

I bought an ipad from Incredible Connect some years back, Apple istore didn't exisit at that time. I have purchased a number of Apple products from the istore over last few years. I wanted the technician to do a reset of the ipad beacuse I have forgotten the passcode. They said they wouldn't do it as I didn't purchase the ipad from them unless I pay a fee of R200. This is unacceptable service given the prices we pay for their products.