Hey there, My 20" iSight iMac arrived with a faulty CD-ROM that made an inordinate amount of noise. Over the phone, the AppleCare technician determined that it was a hardware problem, so they dispatched a part to be sent to a contracted repair service who would repair the machine on-site. Not my preferred method, but it was acceptable. However, the following is not: This technician is at my house right now. He has apparently never seen a 20" iMac w/ iSight before. He is scraping, scratching, and smudging my LCD. Either the mat he has rested my Mac on is leaving some residue on it, or he's bleeding all over the thing. He can't figure out how to open the thing. Is this grounds for refund/replacement?