I've gone through a terrible experience with Apple shipping a faulty iMac and not being helpful in resolving the issue (long story but in short: 1st machine bad, wouldn't send replacement without me purchasing second machine, then they billed for items I didn't order and are making me send back before I get refunded). My question is what is the best method users have found in contacting an Apple representative who's worth talking to? Every time I call AppleCare, I have to talk to 3-4 people before anything gets done. Is there a good e-mail or phone number everyone has found for quickly speaking with someone higher up who will be willing to help? I'd love to send Apple a nice long e-mail to help them improve their customer care but I don't know who to send to. Any advice is much appreciated!