I love my new Mac, but Apple's customer service is the worst I've ever dealt with. I am a new Mac user and currently for some reason my Quicktime plays back mpg and avi files without audio, so I called up to try to resolve. The first lady made me wait for 15 minutes after 10 minutes on hold while she researched it... The best thing she could come up with was to uninstall and reinstall it. She told me I have to uninstall and call back and she refused to wait 2 minutes on the phone with me while I do the installation after I waited for half an hour to get a solution from her. So I took down a case number, reinstalled, called back and waited another 15 minutes. The second girl knew slightly more, but told me that when I uninstalled Quicktime, I also uninstalled that MPEG2 add on (that I purchased for $19.99 on the apple site) after waiting another 10 minutes while she researched and trying one thing that didnt work, she transferred me to the sales department to so they can resend me the download link again (my email doesnt allow me to redownload what I've purchased in any way and neither does my account online). The sales guy sounded like a pothead... Didnt know anything and transferred me to customer service. Customer service tells me the Quicktime issues are handled by people who do not use the phone. Even for simple things like download links. Those issues are strictly done by email, and to get this decoder, I have to wait 2 days just to hear back. So after all this time (and money for this service) I am sitting here researching this problem on the net... What the hell? What a waste of time and energy.