I purchased Apple Care Protection last year after getting such stellar support from Apple in the first 90 days since I got my PowerMac G4 last March which continued during last summer's Airport Extreme Base Station fiasco. As such, I was expecting the same type of support to continue, but today I was sadly mistaken. I don't mean to offend anyone in posting this. However, I think Apple has outsourced its tech support to a third party in India, just like Dell, Microsoft and AOL has. Joel, the individual I spoke with today was of Indian descent. (I have friends from India, so I know what the accent sounds like.) Anyways, he was clueless as to getting around the MacOS desktop, didn't know where software was even located, didn't know the shortcuts to get to certain programs, like System Profiler from the "About this Mac" window. Didn't understand that the System Profiler does not show the Mac's serial number if the motherboard has been replaced like mine has been. (A result of a faulty Apple Pro speaker port on a FW800. Yes, I was one of the lucky ones.) Didn't understand that the first generation iPod I have does not have any GB engraving on the back like second and third generation iPods. Nor would he even believe me. I called with questions as to why since upgrading to iTunes 4.2(72) I have been having such a hard time getting it to play nice with my iPod. Last night iTunes crashed during the middle of updating songs that were already on the iPod, which rendered my iPod basically useless. After the crash the iPod kept resetting itself constantly, thus wasn't able to get recognized by the Mac. It wasn't until I remember while I was on the phone with "Joel" that by pressing forward and reverse at the same time on original iPods can reset to the point where it is recognized by the computer as a Firewire device and it needs to be restored using the iPod Software Updater to return it to full functionality. Anyways, I have my iPod back up and running no thanks to "Joel." Apple if you are listening, bring tech support back to the USA!!! People are paying for it and expecting better service from the company that has been rated the one of the highest in customer satisfaction for support over the past few years!! I will continue to use Macs, but I will more than likely stop paying for the Apple Care Protection Plan with my next Mac. Online resources besides the Apple's Support website and knowledgeable friends seem to be a better way to get problems resolved than wasting the ton of time on the phone with inept "tech support reps."