I am with Intel Customer Support and I truly apologize for the inconvenience, this is not the level of service we provide and I am currently investigating, please let me know if your issue was properly addressed or if you need further assistance.
No, once I got someone live on the phone I got the support I expected. In fact, I had the replacement NUC in my hands in less than 24 hours. That was awesome.
However, it was still disappointing just how manual the process is.
1) Request an RMA
2) Get an email where I reply with my shipping and billing address
3) Get a phone call to ask for my card information
4) Get a final email with the instructions
5) Have to print out the email and include it in the box
I should be able to do all of this online!