Sorry if this is in the wrong section. I'm so very disappointed at the service I'm getting from Apple. The story... - I have a 24" iMac. - The HDD failed. - I took it to the closest Apple Store for repair (I have AppleCare) after doing all the usual checks - Target Disk Mode, holding various keys during startup etc - The Genius (very polite and helpful) advised the HDD would need replacing. Average wait is 2 weeks. No problem I thought. - About a week later I got a voicemail message advising it was ready for collection. Great. - Upon collection 2 days after the call I noticed the screen was scratched - it was flawless when I handed it in. --- The Genius Bar manager advised he would try and clean it off. --- He tried a cloth. No good. --- He tried a spray, still no good. The scratch was still there. --- The manager advised they would take the computer back in and take a look. Possibly replacing the glass if they couldn't remove the scratch. HE WOULD CALL ME TOMORROW WITH DETAILS. No worries I said. Until now all was fine, the service was impeccable - mistakes happen. I'd have my computer in a few days. I waited a week with no callback. Things got busy at work and didn't call them back to chase. I then went on holiday. I came back from holiday and STILL NO CALL from the Apple Store. I decided to call them. This was exactly 1 month after I spoke to the Genius Bar manager... - I spoke to a young girl - who obviously apologised. - I asked her why I hadn't received a call. She couldn't tell me. - I asked if she knew if my computer was ready for collection. She said she'd find out and CALL ME BACK TOMORROW, as she was working the next day she would personally ensure I got a call. - The next day came and went and no call. This brings us to today. I called back and (un)luckily I got the same young girl. She apologised... agian. This time I wasn't as pleased as she had promised she would call me. - She explained she didn't know why I hadn't received a call and would find out what was happening. - She put me on hold for 5 mins so she could find out what was going on. When she came back she apologised again and advised she can't figure out what happened. - I asked if the computer was now fixed and ready for collection. She said she'd find out and asked if I would like a callback or could I hold (of course I'll hold, you people can't work phones!!). 10 minutes of waiting passed so I hung up. - 20 minutes later I called back and spoke to a man. He advised the girl had already explained the situation to him. So I asked if he knew if my computer was ready for collection. He said he'd check... - - He came back a few minutes later and asked what the issue was. I explained the HDD failed, it was fixed and then I noticed a scratch upon collection. I said all that needs fixing was the scratch. I asked why the details of the scratch were not on his system. He advised "the details are on a part of the system I do not have access to". - I asked if he could check the physical computer? He went and checked... came back and said he couldn't see any scratches. - I asked what was done to resolve the issue, "I don't know". Great. - He then said I should call back tomorrow and speak to a manager who would have access to the specific details. Which brings me to this moment! What should I do, is this acceptable? I asked "what am I paying AppleCare for, when the computer shop down the road could have replace the drive within an hour for £30". Should I write an email of complaint? Should I write a letter? Just go nuts at them when I finally collect it? I'm so angry! And over 1 month after handing the iMac in, I still don't have it.