allow me to share my story (I'm in the UK,Edinburgh): Just over 3 weeks ago my powerbook screen backlight died so I phoned applecare, I could either have a courier pick it up or take it to a apple centre. I chose to take it to an apple centre. 5 days later they tell me it has to go back to apple, OK I say do that then. So I am able to track it on apple's repair website. That day it said 'repair requested'. Now I was checking everyday, hoping it would say the powerbook had arrived. A week after this I phone apple, it hasn't arrived and should be there anytime now. Another week later, no change on the status website. I phone apple and they say no it has not arrived. Now I phone the shop who sent it to apple, they say it arrived at apple 2 weeks ago. I explain I was just talking to them and it has not arrived. Someone is looking into it now and will call me back later... Tom.