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My experience dealing with Apple customer service was pretty nightmarish not because they were assholes but because I happened to purchase a model of PowerBook that quickly became notorious for failing in many and spectacular ways. It got so I couldn't talk to customer service for any length of time without crying, my frustration was so severe. The people I talked to were all really nice, and I felt bad about making them feel bad, but I couldn't help myself! Eventually they gave me an all-new and more expensive PowerBook in exchange for me promising not to sue them. I don't know how much the sobbing helped, but you could try it on the guys at the Genius Bar.