Mr. Jobs, I am a long-time Apple customer, writing you regarding my purchase of (and ensuing problems with) an Apple Titanium PowerBook. I originally purchased this computer on August 30, 2001. My home office had been burglarized, and my PowerBook G3 (Pismo) had been stolen. The PowerBook G4 I purchased was defective out of the box with a malfunctioning power manager module. Apple REPLACED that PowerBook on October 6 of 2001 with a new unit. Between October 2001 and August 2002, my PowerBook received warranty repair three times. The CD-ROM drive failed, the hard drive failed, and several other components proved to be defective. Apple REPLACED that PowerBook on August 28 of 2002 with a new unit. The PowerBook G4 replacement was defective out of the box with some kind of ground fault issue, the speakers buzzed and provided distorted playback audio. Apple REPLACED that PowerBook on October 7 of 2002 with a new unit. Approximately four weeks ago, this Titanium PowerBook also began experiencing technical problems. The combo drive failed, and then apparently so did the logic board. It was returned to Apple for warranty repair, where those items, and OEM memory were replaced. I was assured that before being returned to me, that this computer would be THOROUGHLY tested, to avoid any future problems, and hopefully end this chain or apparent bad luck. Unfortunately, that did not happen. When I received the computer from warranty repair, the Target Disk Mode (TDM) did not function properly. This problem was remedied by a clean install of system software, but the bottom line is that the computer was not appropriately tested, if it had been, this problem would have been discovered easily. Secondly (and most important) it appears that during installation the antenna lead for my AirPort card was pinched between the two halves of the case. This problem also exhibited itself immediately as intermittent AirPort reception. I also believe that had the unit been properly tested, this issue would have been discovered prior to shipping. In order to avoid any potential voiding of my warranty, I brought my PowerBook to the computer service center at the University of Idaho Bookstore in Moscow, ID, where it was inspected by Apple-certified technicians. Also, during this visit the tech inadvertently scratched the computer case. A minor annoyance at best, unless compounded with the frustrations of the past 18 months. I have been working on this ongoing issue with Robin Roberts of Apple Executive Relations since late August of last year. The last time major components of this computer failed and required warranty service, I requested that instead of a warranty repair, I would prefer that Apple either refund my purchase price or allow me to use that amount of credit towards the purchase of a new computer. Frankly, regardless of the overall consumer satisfaction rate of the line, I have lost complete confidence in this product and regardless of outcome, I no longer am interested in owning an Apple Titanium PowerBook. I am not asking for the replacement of my additional battery, custom case, or any of the additional peripherals that would not work with a new model PowerBook. Nor am I motivated by the desire for a computer upgrade. You will note that the August 28 replacement increased the speed of my machine and included a combo drive, I never requested this upgrade, although I certainly appreciated it. However, in the long run, what I am most interested in is a computer that works reliably, and does not have to be repeatedly returned to Apple for warranty service. Of course, this request was subsequently denied. I am therefore, asking again. I do not believe this is an unreasonable request. Case in point, I have been told by no fewer than a dozen Apple employees and certified technicians - that for any one person to have the amount of difficulties I have had with what is otherwise an extremely reliable product is unheard of. However, regardless of the norm, this is the situation I have been dealt. Because of the current economy and my employment situation, I do not have the financial ability to simply replace this computer. Even if I did, I still feel that Apple should bear the brunt of responsibility in this matter, as I spent over three thousand dollars for a computer that has never functioned reliably for as little as 11 consecutive months. I would really appreciate it if your company would do the right thing, and help me resolve this situation once and for all. Sincerely, Jeff Williams firstname.lastname@example.org Hardcore mac addict, enthusiast and evangelist since 1984, Apple IIe user before that.